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

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  Mosaic

  75 Baldwin St # 01902 Lynn, MA 01902-2563

• 

  Greystar

  1408 N Central Ave Avondale, AZ 85323

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:09/30/2025

  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.

  We are currently living in Vora Mission Valley Apartments in San Diego, California. We have requested to management and the owners to replace the carpets on the fifth floor in the building of 4440. For us and other residence that live here and who have to live with dog urine and feces all over the carpets that have have not been replaced in years with stains. This is on the 5th floor. It is so unhealthy for us to breathe in and inhale. They have a cleaning crew come out and shampoo the carpets, but it does absolutely nothing. For us to pay the amount that we do for rent and having to live in these conditions is super unhealthy, and the owners will not do anything about this. I’ve gone to the doctors. Had blood work done and ill just from inhaling such terrible smells. And probably stepping on dog feces then entering into our apartment. Greystar owns this property and they have done nothing.

  Business Response

  Date: 10/01/2025

  Hi *****,
  Thank you for reaching out and sharing your concerns with us. We're sorry to hear about the ongoing issues you've described regarding the hallway carpet conditions at Vora Mission Valley East, and the impact it’s had on your health and overall living experience.
  We’ve contacted the onsite team and leadership at Vora Mission Valley so they can investigate this matter further. A Greystar representative will reach out to you directly within 10 business days to follow up.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/30/2025

  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 was charged $350 by my former landlord (Greystar) for alleged damages to my apartment after the end of my lease. I believe these charges are illegal and fraudulent under Maryland law. The landlord has provided no photos of the common area and the limited photos they submitted only show small nail holes and minor scuffing, which clearly fall under ordinary wear and tear and cannot be charged to tenants. In fact, I had already spackled and repaired some of the nail holes myself prior to moving out. Despite this, the landlord proceeded to repaint the entire apartment at their own discretion and then attempted to pass those costs onto tenants. They have also failed to provide any receipts or an itemized bill to justify the charges, as required by law.

  Customer Answer

  Date: 10/01/2025

  The property is Union on Knox, located at 4350 Knox Road, College Park, Maryland 20740.

  Business Response

  Date: 10/01/2025

  Hi ****,
  Thank you for sharing your concerns with us. We're sorry to hear about your experience regarding the move-out charges at Union on Knox and understand how frustrating this situation must feel.
  We’ve contacted the team at Union on Knox and their leadership to investigate your concerns, including the billing and documentation associated with your account. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/30/2025

  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.

  I toured the Greystar property Central Park at Whisman Station (100 N Whisman Rd. Mountain View CA) on Sunday 9/14 at 9:45 AM with my partner *****. After the tour I paid a deposit for the amount of $638.95 to secure the rental rate and to apply. We changed our minds and ***** emailed and called on Monday 9/15 to request a refund. On 9/17, I received an email from Central Park with a cancellation confirmation even though we called and emailed on 9/15 (They told us the refund goes down by the number of days after.) On 9/22, after calls and emails about the refund they sent an email saying "The request for a refund has been sent up to accounting for approval. You should expect to receive an email to accept an electronic refund within the next few days. If the refund is not accepted electronically, a check will be cut to the forwarding address you have provided. " It's the end of day 9/29 and I have not heard any updates, gotten an email asking to accept an electronic refund, or recieved a check in the mail. I am expecting a full refund of my holding deposit for an apartment I no longer want to apply to. The company states the deposit is fully refundable within 3 days notice (and I let them know the first day because they also said the amount goes down after the first day which they didn't let me know and I had to ask)

  Business Response

  Date: 09/30/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about the delay and confusion regarding your deposit refund at Central Park at Whisman Station. We understand how frustrating this experience has been for you.
  We’ve contacted the local team at Central Park at Whisman Station and their leadership to investigate this further. A Greystar representative will reach out to you directly within 10 business days to follow up on your refund request and provide next steps.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/29/2025

  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 sent dispute email to GreyStar 2 weeks ago, but they ignored them and did not respond to my email or answer my call

  Business Response

  Date: 09/30/2025

  Hi ****,
  Thank you for sharing your concerns with us. We're sorry to hear that you haven’t received a response to your dispute regarding the $160 charge from Reveille Ranch. We understand how frustrating that can be.
  We’ve contacted the team at Reveille Ranch and their leadership so they can investigate this matter further. A Greystar representative will be in touch with you directly within 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/29/2025

  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.

  Kenzie at the Domain was a property under Greystar Property Management . In July I notified office staff in advance of disruption in pay schedule and was granted waiver of one time late fee. Resident portal was down for maintenance started on August 4th. I went in the office on August 8th to ask for amount without late fee to write a personal check but was told to pay full amount as shown because they couldn’t see any information besides due balance since portal was down. A few days later new property management sent out letter that they will be taking over Greystar. I have emailed Mallory, Greystar district manager twice and left a few messages with Greystar office operator. Operator said Mallory doesn’t sit around to answer emails and no clues when she will get back to me. Email was sent on 9/16 and 9/19 along several follow up calls. The switching over to new property management was disguised as “residents portal maintenance”. I was granted not to pay late fee but Kenzie at the Domain staff asked me to included late fee knowing there was no way for them honored their one time waiver of late fee without me having to reach out to higher ranks who do not reply to emails or return calls.

  Business Response

  Date: 09/30/2025

  Hi ********,
  Thank you for sharing your concerns with us. We're sorry to hear about the issues you experienced while living at Kenzie at the Domain during its transition from Greystar management—especially regarding the late fee waiver and challenges with communication.
  We’ve contacted the appropriate Greystar leadership to investigate this matter further. A Greystar representative will reach out to you directly within 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/29/2025

  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.

  The Soundwater Apartment complex has failed to provide a safe environment. Two times my vehicle has been towed from the parking lot. One time was from a spot that I had been parking in since I moved in and never got a warning or citation. The second time I was inside the lines of a parking spot. My vehicle has also been broken into twice. I’ve only lived here just about three months and I’ve already had to pay almost $2000 in repairs and tow fees. I brought up these issues to the property manager multiple times asking for some type of credit towards my account or refund. However, I am told there’s nothing they can do. It is not their fault. Not once have I received an apology nor have I received any type of attempt to make things right. They failed to provide a safe environment in which I feel comfortable parking or living in. All they truly care about is the money in their pocket, not helping residence who are constantly getting the short end of the stick. Emma, the property manager shows no sympathy or remorse for those who have gotten their property damaged, removed without warning or reason, and/or injured from having to clean up the broken glass and fix the broken vehicles. I do plan on filing a civil suit because it is completely unfair to pay as much as we do and not feel safe enough to park in your own parking lot. I can’t wait for my lease to end.

  Business Response

  Date: 09/29/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re very sorry to hear about your experience at Soundwater, including the towing incidents and the break-ins to your vehicle. We understand how frustrating and unsettling this must have been, especially so soon after moving in.
  We've contacted the on-site team at Soundwater, along with their regional leadership, so they can look into these concerns in more detail. A Greystar representative will be reaching out to you directly within 10 business days to discuss this further.
  We appreciate your patience as the team investigates and follows up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/29/2025

  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 has not provided a refund for rental's security deposit nor an itemized list of repair costs. The company does not return phone calls or written communication within a timely manner. It has been 90 days since I moved out, with me sending weekly communication and often waiting three weeks for the company to reply. Greystar has acted in bad faith and with complete disregard for their contractual obligations.

  Customer Answer

  Date: 09/29/2025

  The apartments in question are Anthem at Ledgestone, a Greystar property. 

  Business Response

  Date: 09/29/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're very sorry to hear about the delay in receiving your security deposit refund and an itemized breakdown of any charges after moving out of Anthem at Ledgestone. We understand how frustrating the lack of communication must have been.
  We've contacted the team at Anthem at Ledgestone and their leadership so they can investigate what happened and ensure a Greystar representative reaches out to you directly. You can expect to be contacted within the next 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/28/2025

  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.

  This business fail to fix my issues on my property. They collect my rent every month! My ice maker has been broken consistently since July. Prior to July, the icemaker has been broken on and off for the past two years. Need a refrigerator replacements, and no one is doing anything about it.Also have a HVAC problem the AC heat don’t work properly. It’s really hot outside. It’s hot inside my house as well. If it’s really cold outside same my house feels like outside.this causes my unit to run more then normal and increases my electric bill

  Customer Answer

  Date: 09/29/2025

  The property is willow and maple located in Washington DC 

  Business Response

  Date: 09/29/2025

  Hi *******,
  Thank you for bringing your concerns to our attention. We’re sorry to hear about the ongoing issues with your refrigerator and HVAC system at Willow & Maple, and understand how frustrating this must be—especially during extreme weather.
  We’ve contacted the onsite team and their leadership at Willow & Maple so they can investigate your concerns further. A Greystar representative will follow up with you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/27/2025

  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.

  Manassas Yards in Manassas Park, VA operated by Greystar Property Management (Biltrent) would not refund our security deposit. We constantly received the run around and then they said they would refund only $150 thru a virtual deposit thru ApplePay and app we do not have or want. The virtual link would not even work. This has been going on for over three months with them refusing to send us a check for the full security deposit, which was one month's rent.

  Business Response

  Date: 09/29/2025

  Hi ***,
  Thank you for sharing your concerns with us. We're sorry to hear about the ongoing issues you've experienced regarding your security deposit refund from Manassas Yards. We understand your frustration with the virtual refund process and the delay in receiving your full deposit.
  We’ve contacted the onsite team at Manassas Yards and their leadership so they can investigate this matter further. A Greystar representative will follow up with you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/26/2025

  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.

  Greystar management property of prose desert river apartments in Arizona. I went to go and lease a apartment due to having a advertisement online. When I got there they refuse me the specials online. Leasing consultant told me I couldn't get the special because I didn't lease in a certain supposed timeline. Which there is no policy rules law no contract was sign. No signs on doors etc.. but they still have the special . So I am being discrimated and I don't know why

  Business Response

  Date: 09/29/2025

  Hi *********,
  Thank you for reaching out and sharing your experience. We’re sorry to hear about the confusion and frustration regarding the leasing special at Prose Desert River.
  We’ve contacted the on-site team and their leadership so they can review the situation and provide you with a clear explanation of the leasing policy. A representative from Greystar will be reaching out to you within the next 10 business days.
  Sincerely,
  The Greystar Team