Complaints

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

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• 

  Greystar

  465 Meeting St # 500 Charleston, SC 29403-4832

• 

  Greystar

  4401 W. Deer Run Dr Brown Deer, WI 53223

• 

  Greystar

  2200 North Sam Houston Pkwy East Houston, TX 77032

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  Mosaic

  75 Baldwin St # 01902 Lynn, MA 01902-2563

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/25/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into my apartment (the lex at brier creek) on June 23, 2025. At my walkthrough, I discovered that the dryer produced a strong burning smell within seconds of turning it on. I immediately submitted a maintenance request, which was closed with no repair. I filed another request with no resolution, and finally went to the leasing office. They claimed the issue was the vent, not the dryer, and hired a vendor to clean it. Afterward, the burning/gas smell worsened and spread throughout the apartment. I am now afraid to use the dryer due to fire risk.
  
  I asked for permission to buy my own washer and dryer but was told I could not, as the community has nowhere to store the existing appliances. This leaves me forced to keep appliances that do not work. The washing machine also fails to complete cycles or clean clothes, and my maintenance request for this issue remains open and unaddressed.
  
  I also emailed management regarding these problems, but my message was ignored. I am being charged rent that includes in-unit washer and dryer, yet I cannot safely use them. I have not asked for a fee reduction, only that the appliances advertised and promised be functional.
  
  This situation creates both a safety hazard and a violation of my right to fair housing. I am requesting that management replace or properly repair the washer and dryer so I can use them safely, and that future maintenance and communication be handled promptly and professionally.
  
  I am filing this complaint with the BBB because the property has ignored my good faith attempts to resolve this directly.

  Business Response

  Date: 08/25/2025

  Dear ******,
  Thank you for sharing your concerns with us regarding your experience at The Lex at Brier Creek. We’re very sorry to hear about the challenges you’ve faced with the in-unit washer and dryer, and how your maintenance concerns have been handled. We understand how frustrating and concerning this must be.
  We’ve contacted the property team and leadership at The Lex at Brier Creek so they can investigate this matter. A Greystar representative will be reaching out to you within 10 business days to follow up directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/24/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in apartment ****. I have four high pressure oxygen tanks for medical purposes (I have a prescription). The tenants of 9208 smoke an unknown substance that smells like marijuana. We have complained to Reagan, the property manager of the smoking, which is a fire hazard (actually explosion hazard) but she simply blows us off. We are unable to enjoy our patio with our granddaughter due to the concerns of 2nd hand marijuana smoke. Today 8/24/2025 at approximately 7:00 PM. The marijuana smoke was so intense that it was witnessed by the pool security officer that could smell the marijuana at the grill area in the pool (aproximately 20 feet away). He witnessed the smoker on the second floor and the smell. He called his manager in regards to needed to file a report. His manager said that his authority is limited to the pool area and since the smoker was observed and the scent smelled came from Apt 9208, it was outside his jurisdiction. We have 4 witnesses to today's smoking. All witnesses had to leave the patio of **** due to the strong marijuana smell and fears of second hand smoke. Greystar management has breached the lease. The property is a smoke free property. Management has allowed marijuana smoking within 10 feet of my open oxygen tanks creating a death/fire/explosion hazard. Greystar Property has exposed myself, family, friends and granddaughter to marijuana second hand smoke. Since Greystar has breached this months lease we are entitled to full refund of this months rent. We were unable to use our patio, our apartment is penetrated by marijuana smell and we are even unable to use the pool at times due to the second hand marijuana exposure. We would like a meeting with Corporate Office so they can take the 4 witness statements and the statement of the security officer. We require the termination of Reagan due to her refusal to take this health hazard and breach of lease seriousely.

  Business Response

  Date: 08/25/2025

  Dear ******,
  Thank you for sharing your concerns with us regarding your experience at Broadstone Cross Creek Ranch. We’re very sorry to hear about the discomfort and health concerns you’ve encountered due to smoke exposure near your apartment and appreciate you taking the time to outline the situation in detail.
  We’ve contacted the onsite team at Broadstone Cross Creek Ranch along with their regional and property leadership so they can investigate this matter. A Greystar representative will be in touch with you within 10 business days to discuss your concerns further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greystar owns the property I moved out of in May. The management will not return my security deposit. There is no damage to the apartment.
  In June, they sent a check with an error so I could not deposit it. After informing them of the issue and disputing a carpet cleaning charge, they direct deposited the carpet cleaning charge but have not sent me the rest of my deposit. They have had months to solve the issue. Despite the fact that they can clearly just direct deposit me the money, they told me they were sending a check. The check did not arrive and when I reached out they sent me a screenshot of the carpet cleaning fee that was already returned. I believe they have no intention of returning my deposit and that they never mailed a check. They have stopped communicating with me entirely. At this point, they are just stealing my deposit. I've done some research about Greystar on ****** reviews and ****** and this seems to be common. They are being sued in California.

  Customer Answer

  Date: 08/25/2025

  The property that I lived in was The Residence at the Triangle (4600 West Guadalupe Street
  Austin, TX 78751). I meant to send this complaint to BBB in Texas. Can the complaint be forwarded there?

  Business Response

  Date: 08/25/2025

  Hi *********,
  Thank you for sharing your concerns with us. I'm sorry to hear about the difficulties you've had receiving the remainder of your security deposit after moving out of The Residences at the Triangle.
  We’ve contacted the onsite team at The Residences at the Triangle, along with their leadership, so they can investigate the issue further and follow up with you directly. A Greystar representative will be in touch within 10 business days to help resolve this matter.
  Thank you again for your patience.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/23/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Harassed and Stalked by parking attendant boleacamovic or "Bosko"
  What's so sad is I have nothing else bad to say about this complex and overall it is great. The union and their parking garage company have just failed to ensure safety of their residents and deal with the harassment I have received from the parking attendant Bosko. The other attendant is great! Sad to leave this review but safety for residents is important! They also asked me to share evidence of this incident which is completely understandable as this should not be taken lightly. I have photos and provided evidence but they dismissed it.
  Also, I saw another review about the parking passes having issues scanning. I have had this issue as well.
  Very frustrating.
  I am working on dealing with this through the union and the garage company but if this goes unresolved I will be filing a report through law enforcement. Chapman J****** (community manager) stated in an email to me, "If you feel like a crime has been committed, we encourage you to report it to the officials." That is what will have to be done if conditions continue to be unresolved since it doesn't seem to be the garage company or the union's concern to ensure the safety of residents.
  Another garage concern:
  I have noticed incidents of peoples cars being stolen.
  Items are stolen out of cars as well. My old roommate's car was stolen from the union garage so clearly this garage has an issue with their security.

  Business Response

  Date: 08/25/2025

  Dear *****,
  Thank you for sharing your concerns with us regarding your experience at The Union in Tempe. We’re truly sorry to hear about the situation you've described involving the parking garage and the attendant. We understand how serious this is and appreciate you taking the time to provide detailed feedback.
  We’ve contacted the onsite team at The Union and their leadership team so they can investigate the matter further. A Greystar representative will be in touch with you within 10 business days to follow up and address your concerns directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 28th I applied MFTE with Mason & Main Apartments, ( It is managed by GreyStar. )before applying I have discussed my income and my situation with the leasing agent because I was a new hire, if I was qualified for the program. Base on my annual income and my mother's SSA and SSI. We still make under the MFTE's annual income limit. Since I was a new hire, I didn't have 6 continuous paystubs and they requested my employer to fill out the employment verification form. When they asked my employer about my working overtime. My employer said, " There is no limit to overtime. Overtime is variable but it is fair to assume an average of 10 hours per week. Overtime by definition is not scheduled. In fact to do so as a work requirement is arguably illegal. But the assumptions you are using seem reasonable. " Base on this letter they affirmed I have worked 10 hours of overtime per week, and denied my application then said I was disqualified for the MFTE. Inaddition, they don't let me to explain or correct the employment verification. They got my application frees and Security Deposit. Since this is not my fault, in the letter it didn't say I work 10 hours overtime per week. It must have some misunderstanding. They refused to refund my application fees, and needed to wait for 2 to 3 weeks to mail my Security Deposit refund. But so far I still have not received my refund from them.

  Business Response

  Date: 08/25/2025

  Hi **,
  Thank you for taking the time to share your concerns with us. I'm sorry to hear about your experience during the MFTE application process at Mason & Main and the delay in receiving your refund.
  We've contacted the team at Mason & Main, along with their leadership, so they can review the details of your application and the status of your refund. A Greystar representative will follow up with you directly within 10 business days.
  We appreciate your patience as the team investigates this further.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon arrival, the apartment was in unacceptable condition:
  - The unit was filthy, with damaged floors, Water damage was visible on the walls and cabinetry. There were stains on the walls and ceiling, and children’s drawings on the inside of closet door. Most concerning, the unit had a cockroach infestation. Despite these conditions, management failed to address our concerns adequately. We later discovered that other tenants were experiencing similar issues and were actively moving out due to poor living conditions. closed—and the office frequently closed early. Work orders submitted to document damages (many of which were listed on our move-in inspection) were often closed in the middle of the night without any repairs being made. We received notifications despite no one ever coming to fix the issues. These concerns were consistently dismissed. The laminate flooring appeared to be a superficial fix for underlying damage. In several areas, it was glued down to cover holes. The countertops had chips, holes, and stains. The cabinetry throughout the apartment was falling apart, with visible cracks and structural damage. After my ex-girlfriend moved out in mid-March, I am unsure what transpired. I had explained to management multiple times that I no longer lived at the property and could not return due to threats from individuals staying in the unit. Despite this, and without any formal notification, the property filed an eviction and added excessive charges. They are now attempting to hold my mother and me financially responsible for over $8,850, including legal fees, for an eviction we were never informed about.

  Customer Answer

  Date: 08/25/2025

  My apologies,  the name of the complex is, Galleria Palms Tempe

  Business Response

  Date: 08/25/2025

  Hi *********,
  Thank you for taking the time to share your concerns with us. I’m sorry to hear about the condition of your apartment at Galleria Palms and the billing issues that followed your move-out.
  We’ve contacted the team at Galleria Palms and their leadership to review your concerns further. A Greystar representative will be reaching out to you within 10 business days to discuss the matter and address your questions directly.
  We appreciate your patience while they work to investigate and follow up.
  Best regards,
  The Greystar Team 

• Initial Complaint

  Date:08/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a current resident of the Aquatic Higby apartments located at 3015 San Pablo Avenue Berkeley, California and I am reaching out regarding a parking situation that I've encountered recently with management as well as with the property manager, Mr. Anthony V***** who refuses to comply and assist in handling the issue when it comes to parking reimbursement fees. I've asked Mr. V***** on multiple occasions to speak with his supervisor and haven't received a call from Mr. V*****'s supervisor. Just to point out, prior to becoming a new tenant which was roughly a year ago, I wasn't assigned a designated parking spot as indicated on my lease. I was told by Mr. V***** and Ms. Nitra C******, the assistant manager to park in the commercial parking since I didn't have a designated resident parking space and charged $175.00. Thus, according to the lease agreement, $175 shall be charged to a tenant only if they are assigned a designated parking space and with this being said, I brought the parking situation to Ms. C****** attention was very unprofessional and rude as well as condescending and said, "she could care less about the situation and was directed by management not to speak with me". Nitra said this right in front of my friend/living-aid. I am asking to be reimbursed the amount of $1,750.00 for the months that I was illegally charged for going forward and request it to be in a company check form. Not applied to the rent. If this situation is not resolved in a timely fashion, I will have no choice but to take legal action against Greystar and I want to avoid that moving forward.

  Business Response

  Date: 08/25/2025

  Dear ******,
  Thank you for sharing your concerns with us regarding your experience at Aquatic Higby. We’re sorry to hear about the frustrations you've experienced related to parking charges and how the matter was handled onsite. We understand this has been disappointing for you.
  We’ve contacted the property team at Aquatic Higby along with their leadership so they can review this issue further. A Greystar representative will reach out to you within 10 business days to follow up and discuss your concerns directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received the letter of rules violation from ****** LAW LLC on May 19, 2025. We did not know why we receive such letter and asked Darien Commons the next day. The Darien Commons manager replied that the shower was not clean and requested us to fix it by Jun 18, 2025.
  
  We fixed the problem and Darien Commons staff inspected our shower on Jun 18, 2025, and the result was satisfactory.
  
  Unfortunately, on May 28, 2025, we found that there was a legal charge of $375 in our account.
  
  Before moving into Darien Commons, we do not know that we need to pay any fee of lawyer letter. This fee is not listed in our lease contract.
  
  This fee is hidden and not transparent to all tenants. It is unfair and ridiculous to request us to pay this fee.
  
  It is Darien Commons who ask ****** LAW LLC to send the letter, not us, why do we need to pay for this fee?
  
  We requested Darien Commons manager to waive the legal charge on Jun 13, 2025 but until now there is no reply.
  
  We reported two shower problems to Darien Commons on Jun 18, 2025 but until now the problems are not fixed.
  The two shower problems are:
  1) the water still leak out after we take shower
  2) the shower floor is tilted such that water accumulate
  
  Darien Commons always ignore our requests. The rent is very expensive but their service is bad.
  Darien Commons staff did not communicate with us before sending letter of rules violation.
  It is their responsibility to communicate with well every tenant but they do not.
  
  Now, we request Darien Commons to:
  (1) refund legal charge of $375 to us
  (2) fix the shower problems

  Business Response

  Date: 08/22/2025

  Hi ******,
  Thank you for sharing your concerns with us. We're sorry to hear about the unexpected legal fee and the ongoing maintenance issues you’ve experienced at Darien Commons.
  We’ve contacted the team at Darien Commons along with their leadership so they can look into the $375 legal charge and the reported shower problems. A Greystar representative will reach out to you directly within the next 10 business days to discuss your concerns further.
  Thank you again for bringing this to our attention.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/21/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner and I relocated from Kansas/Missouri to Colorado to start a new chapter. He was shown a model unit at Arista Uptown Apartments, which staff claimed was identical to the one available. Based on this, he signed the lease. I recorded the model to plan furniture placement, including a large sectional couch. On August 11th, we requested measurements. On August 13th, we were told the unit was mirrored—never disclosed before. I emailed ************@greystar.com requesting a concession due to this misrepresentation but received no reply.
  
  Despite concerns, we proceeded due to sunk costs: flights, ******, movers. On August 16th, my partner recorded the unit and found unpainted walls, a ceiling hole, a loose fridge door, and no sign of inspection. We were told repairs would be done before our arrival on August 19th. After a 15-hour drive, we arrived to find a rotting trash odor in the stairwell, the apartment door unlocked, ceiling/wall issues still unresolved, and a washing machine that flooded the floor.
  
  The unit was uninhabitable. We never moved in and returned the keys the same day. The leasing office said they’d deduct days we held the keys (Aug 15–19) and mail a partial refund check, though payment was made via ACH. We urgently need the refund returned through the same method. Meanwhile, our belongings remained in the ******. Due to extreme heat, we rented climate-controlled storage and stayed in a hotel until our new rental was ready.
  
  Under Colorado law, tenants may cancel leases without penalty if the unit is uninhabitable or repairs are not completed. We acted in good faith, documented everything, and gave the office multiple chances to resolve the issue. Their failure to communicate and deliver a livable space breached our trust and caused financial and emotional hardship.

  Business Response

  Date: 08/22/2025

  Hi *******,
  Thank you for taking the time to share what happened. We’re very sorry to hear about your experience at Arista Uptown Apartments and the condition of the unit upon arrival, especially after a major relocation.
  We’ve contacted the team at Arista Uptown and their leadership so they can thoroughly review what occurred and your request for a full refund. A Greystar representative will be reaching out to you within 10 business days to follow up directly.
  We appreciate you bringing this to our attention.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against River Run Apartments, managed by Greystar, regarding unresolved issues and poor treatment I received as a tenant. I am also disputing the $5,013.00 debt recently sent to collections, as these charges are unfair given the circumstances.
  
  From the day I moved into unit #****, there was a persistent foul odor. I reported this problem for an entire year, but my concerns were ignored or dismissed by management. After repeated calls and emails to the onsite manager (Nicole) and regional manager (Sharon P***), a plumber was finally sent. The plumber confirmed the odor was toxic sewer gases from flushing issues. My children and I inhaled these gases daily for over a year. Despite this, management offered only a one-time $500 concession and claimed the unit was never unsafe, disregarding the plumber’s findings and my documented complaints.
  
  I also reported other serious issues:
  • Excessive noise and harassment from upstairs neighbors (stomping between 1–5 a.m.)
  • Vandalism (liquid splashed on my car multiple times)
  • Poor maintenance in the rear of the property (trash, spider webs, unsanitary conditions)
  
  None of these problems were properly addressed, and my requests for corporate assistance were ignored. I submitted my 30-day notice on September 26, 2024, and vacated the unit by October 26, 2024.
  
  On July 29, 2025, I received a notice from Columbia Debt Recovery LLC claiming I owe $5,013.00 This debt was placed into collections on June 13, 2025. I dispute this debt because I lived in unsafe and unsanitary conditions, management failed to respond appropriately, and I fulfilled my obligations as a tenant.
  
  I request removal of this debt from collections and from any credit reporting, along with accountability from Greystar for their mishandling of this matter.

  Business Response

  Date: 08/22/2025

  Hi ********,
  Thank you for ***ing the time to share your concerns with us. We're very sorry to hear about your experience at River Run Apartments, including the reported maintenance and service issues and the recent collections notice you received.
  We’ve contacted the team at River Run Apartments along with their leadership so they can review your concerns regarding both the living conditions you described and the $5,013.00 balance placed in collections. A Greystar representative will be reaching out to you directly within 10 business days to follow up.
  Thank you again for bringing this to our attention.
  Best regards,
  The Greystar Team