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

  449 Canal St Winter Hill, MA 02145-4347

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  Miscela

  485 Foley St Somerville, MA 02145-1266

• 

  The Nines at Kierland

  15440 North 71st St Scottsdale, AZ 85254-5363

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:02/18/2025

  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 have black mold in my washer machine and CoLab Apartments that is owned by Greystar won’t replace the gasket. They put chemicals and smeared the black mold everywhere. It is making me and the roommates sick. I have asked 3 x in the last 8 months and they won’t do anything.

  Business Response

  Date: 02/19/2025

  Dear *********,
  Thank you for reaching out and sharing your concerns regarding the mold issue in your washing machine at CoLab Apartments. We sincerely apologize for the ongoing frustration this has caused and understand the importance of ensuring a safe and healthy living environment.
  We have contacted the CoLab Apartments team and their leadership so they can investigate this matter further. A Greystar representative will follow up with you within 10 business days to discuss your concerns and next steps.
  If there’s anything else you’d like to add, please feel free to share it with the property team when they reach out.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/18/2025

  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 a Greystar property (The Alexandria) in September 2024. The property employee stated that they had 3 EV chargers and that the community was gated. When we moved in, we discovered that 2 of those chargers don’t work and that management was aware and never said anything. The gates to the property rarely function and are often left open by management. This has allowed multiple vehicle break in’s in the 5 months that I’ve lived here. Also, there are multiple defective LED street lights around the property, including one right outside my bedroom window that strobes white light at night. It has been defective for 3 months and nothing has been done to fix it. Management has blamed the problem on our local utility company despite the fact that they have said that it’s not their light and therefore not their problem. Management has ignored multiple work orders for the light. What is worse is that my wife has epilepsy and these strobe affects could cause a serious issue for her and she’s PREGNANT. Not only endangering her, but the life of our unborn CHILD. I’m not asking for much, only that greystar take care of their own property so that my wife and I can live with some measure of peace and security. I believe our rent payments have earned us this much.

  Business Response

  Date: 02/19/2025

  Hello ******,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the ongoing maintenance and security issues you have experienced at The Alexandria, and we understand how important these matters are for the safety and well-being of your family.
  We have contacted the property team and their leadership so they can investigate these concerns and follow up with you directly within the next 10 business days. We appreciate your patience as they work through these issues, and we encourage you to stay in direct contact with the onsite team for updates on repairs and security measures.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/17/2025

  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.

  Trying to find a solution to my maintenance issues and the issues with Greystar management.

  Business Response

  Date: 02/18/2025

  Dear ********,
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the maintenance and management issues you’ve experienced at Del Rey.
  We have contacted the property team and leadership so they can investigate your concerns further. A Greystar representative from Del Rey will be in contact with you within 10 business days to discuss this matter and any possible resolutions.
  If there’s anything else you’d like us to relay to the team in the meantime, please let us know.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/17/2025

  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 moved into The Promenade at Boiling Springs on November 25, 2024 and I have had one major issue after another. The day I moved in, my hot water heater literally caught on fire and not only did it scare me, I had no hot water for 3 or 4 days until they replaced the unit. Now I have been dealing with no heat since December 29, 2024. I had to run the heat on “emergency” in order to have any heat at all because if you tried to turn on the regular heat it would flip the breaker which in turn caused my power bill to double from using it that way. I put in a maintenance request that day and no one ever came out until my mother went to the office on 2/6/25 when she came to visit. She told them that I still had no heat and they said they would send someone the following day. I work 3rd shift and they came while I was asleep on 2/7/25. They left no note saying what they did or when they would be back. The only reason I knew they came is because they left the front cover off of it with everything exposed and it’s still like that. Now that they came out and did what they did, I can’t even run it on emergency mode so I’m having to use an electric heater which is also running my power bill up once again. It was 60 degrees in my house on 2/12/25 so I called the emergency line and someone came out. He messaged the maintenance manager about how to handle the situation and his response was “I don’t know what to tell her” and “I don’t know how to fix it”. It is now 2/17/25 and no one has been back to my house or even acknowledged that I’m still without heat. I am pregnant and also have a service dog that has no heat at all when I’m at work for 12 hours. Also the ice maker isn’t even connected and makes a horrible noise every time it tries to fill up. They have been notified on 2/6/25 but it’s still not fixed either. This is beyond unacceptable and they have offered absolutely nothing for all that I have had to deal with along with my high power bill and freezing home!!

  Business Response

  Date: 02/18/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the repair issues you’ve experienced, including the lack of heat, increased power costs, and unresolved maintenance requests at The Promenade at Boiling Springs.
  We have contacted the property team and leadership so they can investigate and address these concerns. A Greystar representative from The Promenade at Boiling Springs will be in contact with you within 10 business days to discuss your concerns further.
  If there’s anything else you’d like us to relay to the team in the meantime, please let us know.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/16/2025

  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 apartment complex is in breach of several clauses in my lease I’ve been trying to get in contact with them about breaking my lease for almost 2 months and no one has been in contact with me or respond to me. The building is unsafe to live in. They are also charging me for amenities that they don’t provide. My dog and I have been attacked in the lobby . Package even medication has been stolen. It is not clean with dog poop in the hallway. The property staff is unhelpful and do not care. The list goes on and on.

  Business Response

  Date: 02/18/2025

  Dear *******,
  Thank you for bringing your concerns to our attention. We’re sorry to hear about the issues you’ve experienced at Century Town Center, including your concerns about lease clauses, safety, package security, cleanliness, and staff responsiveness.
  We have reached out to the property team and leadership to investigate your concerns. A Greystar representative from Century Town Center will be in contact with you within 10 business days to discuss your situation further.
  If there’s anything else you’d like us to relay to the team in the meantime, please let us know.
  Best,
  The Greystar Team

  Customer Answer

  Date: 02/18/2025

  I have followed up with the leasing office multiple times and they still refuse to get back to me regarding my concerns. 

• Initial Complaint

  Date:02/16/2025

  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.

  Over the past 8 months, I have repeatedly raised concerns regarding various issues. Your company has failed to adequately address/resolve these matters despite my ongoing attempts for resolution. 1. I have reported marijuana smoke entering my apartment from the upstairs unit, affecting our health. Despite multiple complaints and attempts to address the issue with your company, no action has been taken. I have followed up via phone, email, and in-person visits, with no response or resolution. The lack of action on your company’s part violates the "No Smoking Addendum" in the lease. Reported: Jun 12th, Jan 29th, Feb 7th, 12th. 2. I have reported an upstairs neighbor’s dog being allowed off-leash in the community, posing safety risks to my child. The dog has chased my daughter, causing her extreme fear. Despite multiple complaints and providing evidence, including photos, the issue remains unresolved. This violates your Animal Addendum and local animal control laws. Reported: Aug 14th, Jan 14th, 29th. 3. I have reported consistent loud noises from neighbors, including furniture moving, loud bass, and excessive stomping, and even playing fetch with their dog late into the night 12AM-1AM every night. These disturbances have significantly impacted my mental health and quality of life, specifically aggravating my service-connected PTSD. Despite submitting complaints, providing evidence, and requesting action, the issue persists. I have also requested release from my lease on multiple occasions due to lack of action from your company but have received no response. Reported: Aug 14th, 28th, Sep 1st, 4th, 6th, 14th 16th, Jan 14th, 29th. Throughout these concerns, your company has failed to act in accordance with lease terms and policies. I am now seeking assistance in addressing these issues due to lack of action on your company’s part. A very detailed letter is being attached. Upon request I can share all emails, pictures and videos that are being used to back up my claims.

  Business Response

  Date: 02/18/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the ongoing issues you’ve experienced at Elan Sweetwater Creek, including disturbances related to smoking, pets, noise complaints, and the lack of resolution despite multiple reports.
  We have contacted the property team and leadership so they can investigate these matters further. A Greystar representative from Elan Sweetwater Creek will be in contact with you within 10 business days to discuss your concerns and possible resolutions.
  If there’s anything else you’d like us to relay to the team in the meantime, please let us know.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/15/2025

  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.

  We moved into our apartment at Peak83 managed by Graystar in August of 2024. Since then we've had issue after issue that have repeatedly violated the terms of our lease (listed below). We have now found suitable housing elsewhere and submitted notice that we were terminated our lease due to all the issues and that we would not be paying the buy out fee as a result. They refuse to release us from the buy out fee and communications have increasingly become of an bullying nature. It's clear they intend to steam roll us into compliance because they're a large corporation with many more legal resources available to them than an individual renter. 1. The day prior to move in, I received a call stating that I could get keys on move in day, but not to move anything in because they still needed to paint. 2. The apartment wasn't cleaned and ready for move in when we took possession of it. When asked to remedy it they claimed to have their cleaner come back but the apartment was in the same condition the following day. I ended up having to clean it myself prior to being able to move in. 3. We've submitted a total of 4 maintained requests that were closed without being addressed or any communication about why they weren't addressed. 4. We've had to deal with dog poop and urine in the covered common entrance of our building repeatedly over the 6 months that we've been here. When issues were submitted, management took in excess of 4 days to do anything, if they did anything at all. Since it's pet waste, it's a health and safety concern. 5. We went over a month without a functioning washing machine. It took them over a week to initially assess the machine after the request was submitted and we repeatedly had to pester them for any information or updates as to the status of the repair or any interim solutions because they do not communicate. 6. There is pet waste all over the property including in outdoor common areas. Management has made no attempt to address.

  Business Response

  Date: 02/18/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the challenges you’ve faced at Peak83, including unit readiness, maintenance concerns, and unresolved issues related to cleanliness and communication.
  We have contacted the property team and leadership so they can investigate your concerns further. A Greystar representative from Peak83 will be in contact with you within 10 business days to discuss your concerns and any potential resolution.
  If there’s anything else you’d like us to relay to the team in the meantime, please let us know.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/15/2025

  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.

  Apartment complex fire alarm was on for an hour straight at 4AM. Alarm was not turned off with the noise being above the healthy decibel limit. Temperature outside was below freezing during the entire hour

  Customer Answer

  Date: 02/18/2025

  Property name is Circa uptown. Located at 360S Graham Street Charlotte North Carolina

  Business Response

  Date: 02/18/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the fire alarm incident at Circa Uptown and the impact it had on you, especially given the timing and weather conditions.
  We have contacted the property team and leadership so they can investigate your concerns further. A Greystar representative from Circa Uptown will be in contact with you within 10 business days to discuss this matter.
  If there’s anything else you’d like us to relay to the team in the meantime, please let us know.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/13/2025

  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.

  The company that manages the apartments I used to live in stole energy from me and will not reimburse me for the amount used when I was no longer living there.Avana at Riverpark (the apartments Greystar manages) will not return my deposit from me, even though I have proof that my apartment was left immaculate.

  Business Response

  Date: 02/13/2025

  Dear ******,
  Thank you for reaching out and bringing your concerns to our attention. We understand how important it is to have clarity regarding your final charges, and we apologize for any frustration this has caused.
  We have contacted the property team and their leadership to review your concerns regarding energy charges and your deposit refund. A Greystar representative will follow up with you within the next 10 business days to discuss the details of your account.
  We appreciate your patience as we work to resolve this matter.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/11/2025

  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.

  In October 2023 I moved into Boulder Commons managed by Greystar. I paid a refundable deposit of $2856. I moved out on Nov 10/24. I completed move out walk through with complex mgr Merissa on Nov 12. I was told my apt was in excellent condition and to expect my deposit to be returned shortly. Per the lease this could be up to 60 days. 60 days past and I attempted to contact Greystar with no success. Per CO law, I sent a certified demand letter requesting my deposit back on Jan 15/25. I again never heard from Boulder Commons nor Greystar. I contacted Boulder Commons on Jan 29 again requesting my deposit and was told the deposit was sent to the wrong address, with no record or evidence that this occurred, and accounting would need to send a new check to the correct address I provided months earlier. I have yet to receive this check. A simple internet review reveals this to be a frequent occurrence for tenants of Greystar nationwide. I am now 90 days past move out.

  Business Response

  Date: 02/12/2025

  Dear ******,
  
  Thank you for reaching out regarding your deposit refund. We sincerely apologize for the delay and the inconvenience this has caused you.
  
  We have contacted the Boulder Commons team and their leadership to review your concerns and the status of your deposit refund. A Greystar representative will be reaching out to you within 10 business days to provide an update and next steps.
  
  If you have any additional details you’d like to share, please provide them directly to the property team when they contact you. We appreciate your patience while this matter is being investigated.
  
  Best regards,
  The Greystar Team