ComplaintsforGreystar

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint against my apartment's real estate company regarding a significant and unexplained increase in utility charges, as well as a lack of transparency in the calculation method as outlined in our lease agreement. During the lease renewal in June 2024, company claimed that there would be a "more fair and equitable method of calculating utility charges." However, I have observed a substantial increase in the utility bill, which has risen from $95 to $210. This drastic increase appears deceptive and raises serious concerns about the fairness and accuracy of the new calculation method. The lease agreement states that water bills will be billed by the service provider to the landlord and then allocated to tenants based on a formula specified in section #8. However, the lease agreement does not provide any specific formula or detailed calculations. The only information provided in section #8 is: "Allocation based on a combination of square footage of your dwelling unit and the number of persons residing in your dwelling unit." There is no clear explanation or mathematical formula in the lease agreement that details how the utility charges are calculated. This lack of transparency makes it difficult to understand and verify the accuracy of the charges being imposed. Given these circumstances, I am requesting the following resolutions: Refund of the new utility charges I have paid over the past few months. Continuation of the lease term with the previous utility fee of $95, until the lease is renewed with a clear explanation of the new utility calculations. I believe that the real estate company's actions may be in violation of tenant rights. I am seeking your intervention to ensure that the utility charges are calculated in a transparent and fair manner, and that tenants are not subjected to unjustified financial burdens. I appreciate your prompt attention to this complaint and look forward to your response.

  Business response

  10/08/2024

  Hi ******,
  Thank you for sharing your concerns with us. We're sorry to hear about the confusion and frustration regarding the recent increase in your utility charges and the lack of clarity around the calculation method.
  We have contacted the Canyon Woods property management team and their leadership to investigate the matter further. A Greystar representative will be in touch with you within 10 business days to provide clarity and address your concerns.
  Thank you for your patience,
  The Greystar Team

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  From June 2nd, 2023 to August 28th, 2024, I was a resident at Avana Cordoba in Phoenix, Arizona. I kept a great relationship with the leasing office and several of the maintenance workers but the respect was not reciprocated. To lay the foundation of the issues here, when my roommate and I moved in in June of 2023, we were told by Ryan T***** that our unit might smell due to the bathtubs being resurfaced. There should be records kept by them that match this claim regarding unit 2036 and a tub resurfacing in May/June of 2023. Oddly enough, mine and my roommates bathtubs were cracked all along the base of the tub even after the alleged resurfacing. We didn't think much of it and continued on with our lives. I have proof that my bathtub was still damaged upon move in, as seen below. When we moved out, I received an email claiming I owe them $642 due to two tub resurfacings, paint for the entire unit as well as a cleaning fee. In my attached emails below is an email I sent to management months prior to my move out asking if I need to paint my unit as well in order to avoid the extra charge. A manager from Greystar, Avana Cordoba's owner, reached out and stated as long as the holes were patched that I would not be charged for anything. A young lady in the front office, Teshawna, told me the exact same thing when I referenced these charges to her and stated if I have proof the apartment was clean that the $170 cleaning fee would be waived. The $170 for paint should be waived due to management saying I wouldn't have to pay for it. The $400 for both bath tubs being resurfaced on my dime when there was preexisting damage is absurd and I will not pay for it. The problem here is the company has ghosted me completely. Management from Greystar no longer responds to me and their receivables department has given me the cold shoulder. They owe me almost $1150 from mine and my roommates deposits and I need that money back in my pocket as well as these illegitimate charges removed.

  Business response

  10/08/2024

  Dear ***** ***********,
  Thank you for sharing your concerns with us. We apologize for the issues you’ve experienced regarding the charges related to your move-out from Avana Cordoba. We have contacted the team at Avana Cordoba and their leadership to investigate the details of your charges, including the resurfacing of the tubs, painting, and cleaning fees. A Greystar representative will reach out to you within the next 10 business days to address your concerns and assist with a resolution.
  Thank you for your patience as we work to resolve this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My rent is due on the 1st, and I have autopay set up to pay it on the 1st. On Tue, Oct 1st, I learned Derby was switching payment portals. I had not received any previous notice and would have made preparations in advance to ensure a smooth transition and proper payment setup, as I have never missed rent. Derby had notified me of a new app, but it was not said that the payment portal would change and the app was mandatory. In an effort to save my funding and ensure my apartment company received my rent, I put a stop payment order through my bank on my old portal to prevent any misplaced money. I then inquired about postal money orders to make sure my rent was on time and did not receive an answer. As I was going to inquire again on the 2nd of October, I logged in to my portal and saw a balance of zero owed. I then learned the portal hadn’t actually switched, nor had merchants switched. Derby had communicated the payment method had switched, then communicated that this was no longer the case. I logged in again on the 3rd of October and saw the balance I owed was still zero. I called Derby’s office on the 3rd of October, asked if I owed money, and I was told by Derby staff I did not. I then received a call from Derby’s manager on October 4th about account delinquency, which confused and concerned me, as I was told I paid in full. Furthermore, I was told I would have late fees and that I would possibly have court filings made and charged to me. I then put in a one time payment for my rent on Friday the 4th and called my bank to remove the stop payment, as this “new portal” was not actually a new payment portal. On the 5th, I saw I was being charged an additional $51.15 for late fees despite making every good faith effort to pay on time and being told I had paid in full TWICE and was not late, checking on the 2nd and being told on the 3rd.

  Business response

  10/08/2024

  Hi ***,
  Thank you for bringing your concerns to our attention. We're sorry to hear about the confusion and frustration you've experienced regarding the payment portal switch and the late fees applied to your account.
  We have contacted the Derby property management team and their leadership to investigate this issue. A Greystar representative will be in touch with you within 10 business days to follow up and address your concerns.
  Thank you for your patience,
  The Greystar Team

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I set up auto payment with Union Blacksburg Resident portal for the amount due on the 31st of the month. As a precautionary measure, I logged into the Union Blacksburg Resident portal on October 1st and saw a balance on the rent. I went through the process to pay the balance that was showing up on the account. At this point, the system prompted me that a payment had been processed within the past 48 hours so I cancelled the transaction to avoid a duplicate payment. I received a message on Oct 4 about late payment from Union Blacksburg which was a huge surprise. I paid the rent with the late fees on October 4. I am requesting the late fees be waived due to a Union Blacksburg resident portal system error due to which I cancelled my transaction on October 1st. It is not fair to charge a resident late fees for a system error stating a payment had been processed within the past 48 hours which gave me the impression that I was initiating a duplicate transaction. When I called Union Blacksburg-1) Roxy(I think) at 10:15am said I should send a time stamped photo to consider but she stated my didn’t have any information about the payment details 2) Holly- Disconnected as I was talking with her 3) Isis at 11:45am, she stated that I should have set up the automatic payment on the 1st and should be checking constantly if the payment had been processed. When I requested to speak to her manager, she stated that she would not be able to help with the late fees either. My question is, why did the Union Blacksburg Resident Portal system mislead me on Oct 1st when I was paying the rent? Why should I take the responsibility for the Union Blacksburg Resident portal system error which cost me the late fees?

  Business response

  10/07/2024

  Dear ******,
  Thank you for sharing your concerns with us. We sincerely apologize for the frustration caused by the system error in the Union Blacksburg resident portal, which led to the late fee.
  We have contacted the leadership team at Union Blacksburg to investigate the issue further. A Greystar representative will reach out to you within the next 10 business days to follow up directly.
  Thank you for your patience as we work to resolve this issue.
  Sincerely,
  The Greystar Team

• Initial Complaint

  10/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On September 12th, 2023, my roommate and I applied to Fourteen 01. During this application process we paid a combined total of $685. During our time of application (9/12), approval (9/15), and our expected move in date (10/23) we paid $1683.48. After the dues of the application, we got our approval letter that had an amount of $948.48. After the current balance we also had to pay to make a pet profile for each animal ($25/each); all requested accounts were paid to the apartment complex along with 3rd party accounts being set up like ***, ********, and renters insurance. The apartment complex said we could move in 10/23, we had come that evening to look at the unit and sign the lease, the complex was very adamant about us signing the lease before we saw the unit we would be moving into. On top of continually pouring money into an apartment that we hadn’t even seen, the complex told us at first that we would have a 1st floor unit then changing it to a 2nd floor unit and not telling us until we pointed it out. When we arrived at the apartments on the evening of 10/23 to see the unit, they brought us to a unit that had not been updated like the one they told us it would be, simply saying our concerns were cosmetic and it wasn’t their problem. We came to this unit and you could see fire hazards, “Landlord Special’s” with shotty “repair” work done throughout. My roommate and I could not go through with signing the this lease if there was so many issues leading up to this point. After having many runarounds with the apartment they agreed to give us only $948.48 (including fees like pet deposit). Over the next 10 months we would call for our mailed check that was on the way and never came. The apt complex kept saying “It will take 2 months”, “It’s in the mail”, “There’s nothing we can do”. Continually not letting us get the money we deserved to have back, they would not let us go to the office and pick this up, it *had* to be mailed. Still no money.

  Business response

  10/07/2024

  Dear *******,
  Thank you for bringing your concerns regarding your experience at Fourteen01 to our attention. We apologize for the difficulties you’ve encountered regarding your refund. We have contacted the team at Fourteen01 and their leadership to investigate the situation, and a Greystar representative will reach out to you within 10 business days to discuss this further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  10/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Lack of communication and follow up from the office at 301 Flower Mound in Flower Mound, Texas. No one returns my calls, no one returns my emails. My neighbor will not improve her door slamming. I got woken up at 5am this morning from her slamming her door. There is no reason on God’s green earth why a door shutting should be that loud. So loud that you wake someone up. She refuses to be considerate and refuses to improve. Something needs to be done about it. Either she needs a lease violation or the office needs to fix the door so it doesn’t slam shut. Although I have the same exact door and don’t have that issue at all and have the ability to be mindful and shut it regularly. Additionally, I complained about the courtesy officer not calling me back. So what did the office do? They changed their phone system so there is not even an option to call a courtesy officer now. Good job! No communication or follow up to me or any of the residents that you were doing that. How do we get in touch with the courtesy officer now? Can you tell me that? Also, I was told the courtesy officer was going away in December. It is only October.

  Business response

  10/07/2024

  Dear *********,
  Thank you for sharing your concerns with us. We sincerely apologize for the lack of communication and follow-up from the team at 301 Silveron Blvd. We understand how frustrating it must be to deal with the disturbance from your neighbor’s door slamming and the recent changes in contacting the courtesy officer.
  We have contacted the property team and their leadership to investigate these issues and have a representative reach out to you within the next 10 business days. We appreciate your patience while we work to address your concerns.
  Sincerely,

• Initial Complaint

  10/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Greystar was the property manager of the Retreat at State College where I lived from 7/2023-7/2024 along with my roommate ****** and two others. As part of my lease, no security deposit was paid. Upon moveout, the retreat changed property management companies and stopped using greystar. As a result of this, greystar sent all outstanding move out related charges straight to a collection agency. I received no notice of my charges until after they were sent to collections. This is already extremely unprofessional. I specifically disputed $150 of the ~$450 that I paid to greystar. These charges were related to damages from LED strips in the apartment common area (shared by all 4 roommates). See attached doc for charges. I have clear evidence (attached) that the retreat (and therefore greystar) promised to not charge my roommates and I for these LEd charges. Greystar has ignored every attempt to contact them. I was forced to pay the $450 to prevent damaging my credit. Given my clear evidence that $150 of this charge is invalid, I would like greystar to refund me this money. Happy to provide more info if needed. thank you

  Business response

  10/07/2024

  Dear *****,
  Thank you for bringing this matter to our attention. We sincerely apologize for the issues you've encountered regarding your move-out charges at the Retreat at State College. We have contacted the appropriate leadership to investigate your concerns, and a Greystar representative will follow up with you within the next 10 business days to discuss this further.
  Best regards,
  The Greystar Team

• Initial Complaint

  10/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a renter of the managing property @ 9935 NE 125th Lane Apt 3 Kirkland WA. On August 1st this management company took over the Hubbard’s Crossing properties. Renters were notified by flyer and to pay our rent to the new properties on 8/1. Normally we pay through online portal, however we renters were locked out of this portal. In a very rare occurrence I reached an employee on the phone who said to pay however I would like with check or money order and drop it off in the office drop box. I did so with check After this the company went silent. No matter how many times I called it was to no avail and all voice mailboxes were full. No one in office either. Finally check we cashed in 8/21 my lease expires 10/24 and this company has made it difficult to get a ledger for my new landlord and to fill out vacate paperwork. Finally I received an email acknowledging my vacating request but this company continues ti evade me to set up a time to turn in keys and end my tenancy. I have replied 3 times to their email asking to set up a time and left multiple messages with no return call. There are many other complaints I have and neighbors are experiencing the same troubles as I am. I now live in Tacoma area and am unable get to the office during business hours. When I call I get the voicemail most times and leave messages that are not returned. In the few occasions I reach someone I am told someone will call me back but they do not. I want to turn in my keys and proof that I have satisfied my lease. I kept this home in excellent condition and treated it as if it was my own and always paid on time. I have cleaned it and would like some resolution to this situation. Before Greystar took over this property there were no issues. All calls and concerns were addressed immediately. For two months they held my rent for sometime without cashing or explaining the issues. As a tenant I would not be able to return this behavior without consequences such as eviction.

  Business response

  10/07/2024

  Dear ******,
  Thank you for sharing your concerns with us. We apologize for the difficulties you’ve encountered while trying to process your rent payments and complete your move-out at Hubbard's Crossing. We have contacted the local management team and their leadership at Hubbard's Crossing to investigate your concerns, and a Greystar representative will be reaching out to you within 10 business days to assist with the move-out process.
  We appreciate your patience and understanding during this time.
  Best regards,
  The Greystar Team 

• Initial Complaint

  10/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have signed a 10-month lease with Avia Apartment Homes (4501-203) from 11/22/2023 to 09/21/2024. We have also paid $1000 security deposit on the same. Lease contract is uploaded. During these 10 Months, Avia has repeatedly over charged me for renters’ insurance for the first 3 months which I had to make several visits to resolve. During the last month of my move out I was overcharged for the last month by $1000 and when I waited for the exact corrected bill to be delivered to me, they charged me with late fee. Which again I had to make several visits to resolve. Above mentioned issues are resolved, I am only sharing to provide the context on the repeat overcharges the onus on the renter and drain on their time that this business repeatedly imposes to get fair charges. On vacating the apartment, and handing everything exactly as the it was handed to us, they have not only returned any amount of deposit back but again have unfair charges tagged to me account. These charges include below: $780 Charge for a dishwasher replacement: We were given a damaged dishwasher when we moved in, we have this photographed and also shared on their move in statement. Not only has this been fixed during our stay but they are charging me for replacement. $319 Carpet replacement: Similarly, carpet was exactly in the condition that was offered to us. I would like an explanation and evidence on why they would need to charge me for this. $150 for Microbial Treatment, I do not understand why this needs to be charged to me as well. Needs some evidence on why this was needed. I have made two visits , emailed , called but the management so far has been unresponsive. I have included some email correspondence, photo of the dishwasher from the time when we moved in, email corresponds. If it can help your team with getting me a resolution on this. Thanks, Yash

  Business response

  10/07/2024

  Dear *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the billing issues and lack of response from the team at Avia Apartment Homes. We understand how frustrating these repeated overcharges and the unresolved move-out charges must be.
  We have contacted the property team and their leadership to investigate these matters, including the charges for the dishwasher, carpet replacement, and microbial treatment. A representative will reach out to you within 10 business days to discuss these issues and provide further assistance.
  Sincerely,
  The Greystar Team

• Initial Complaint

  10/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hidden rental costs & security deposits withheld by Greystar ENVii.The security deposit 750 and was credited 116.71 back.They told me 250 of the deposit is non-refundable & did not saywhat it was used for.I’ve asked for 72 credit for carpet cleaning & 35 kitchen & bathroom cleaning.They said no. I request, that 250 pet security deposit bereturned to my account since there is no damage from dog.The onlycharges they should have deducted from the 250 security deposit are for 2mon.of common area maintenance & pest control that they failed to bill in Mar. &Apr.Those total 96 leaving 154 credit to my account from 250 security deposit.They billed add. charges for July&Aug. total 175 without backup how thecharges were assessed.I ask these be examined before I pay them &the security deposit should not be used.I ask for 404 credit back to my account &once they have proven the list of charges (175) they should bill me separate from the security refund.There are neg. reviews and several class action lawsuits related to “junk fees”.The website has a rental cost that can be 200 less than the actual bill each month. Other issues:-4mon. w/ water & sewer issues from a water main break causing apart. to flood, no water or use of toilets for several days on and off from Dec - Apr. carpet was dried &was not replaced & it was stained from the water.I was not compensated for water or sewage charges.Ipaid upfront 250 non-refundable deposit - not sure what this is for?250 security deposit, 250 pet deposit. On move out,only return 78 and charged 72 to clean the carpet that needed to be replaced.The baseboards had mold so imagine the carpet didtoo underneath. The lease shows the base rent + trash-door to door pickup 18.The actual charges included:43 common area fee,5 pest control,10 trash pickup (+ 18 above)6.50 utility admin fee.Utilities are billed separately on top of rent &are based on usage &size of apart.charge varies with no basis given.In addition, I had to pay to the utility comp.

  Business response

  10/07/2024

  Dear *****,
  Thank you for sharing your concerns with us. We apologize for the issues you've experienced regarding your rental costs, security deposits, and additional charges at ENVii. We have contacted the property and its leadership to investigate this matter, and a Greystar representative will reach out to you within the next 10 business days to discuss your concerns further.
  Best regards,
  The Greystar Team

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