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

• 

  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

• 

  Greystar

  4401 W. Deer Run Dr Brown Deer, WI 53223

• 

  Greystar

  2200 North Sam Houston Pkwy East Houston, TX 77032

• 

  Miscela

  485 Foley St Somerville, MA 02145-1266

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:08/28/2024

  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 this complaint against Lantera at Boston Landing for failing to return our security deposit within the legally mandated timeframe and for lack of communication and transparency regarding this matter.
  
  Details of the Complaint:
  
  1. Lease End and Key Return: We vacated Apt 408 and returned the keys on July 14, 2024. The lease officially ended on July 16, 2024.
  2. Initial Contact: After waiting for a reasonable period, we first reached out to the leasing office on July 30, 2024, to inquire about the status of my security deposit refund.
  3. Response from the Leasing Office: On August 2, 2024, I was informed by the leasing office that there was an issue with the final account statement, which was delaying the return of my deposit. They assured me that this issue would be resolved promptly.
  4. Lack of Communication and Follow-Up Attempts: Despite this assurance, we did not receive any updates or the final account statement, which should detail any deductions. I followed up again on August 8, August 17, and August 23, 2024, but received no further clarification or resolution regarding the refund or the statement.
  5. Exceeded Legal Timeframe: As of today, it has been over 40 days since the end of my lease, exceeding the 30-day timeframe required by Massachusetts law for the return of security deposits. Despite repeated requests, the apartment complex has neither returned my deposit nor provided an adequate explanation or the legally required final account statement.

  Business Response

  Date: 08/29/2024

  Dear ***** ****,
  Thank you for bringing your concerns to our attention. We apologize for the delay in returning your security deposit and for the lack of communication from our leasing office at Lantera at Boston Landing. We have contacted the property’s management and leadership team to investigate the issue, and a Greystar representative will reach out to you within 10 business days to resolve this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/28/2024

  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 moved out of my Apartment at West 27th, 530 West 27th street, Los Angeles, CA 90007 on July 31st, 2023. The company sent me a letter on 09/11/23 stating that they were keeping my deposit PLUS damages. According to our contract, they had 21 days from my move-out date to either return my deposit of $400 or send me an itemized list of expenses. The letter was well after the 21 day deadline and they were in breach of contract. Now, they sent me to a debt collector named Genesis who is sending me monthly emails. I do not agree with the damages and while that is mute because they breached the contract, I would like my deposit back and the debt collector to remove me from their list and any creditor that may affect my credit score.

  Business Response

  Date: 08/28/2024

  Hello ****,
  Thank you for bringing this to our attention. We apologize for any confusion or inconvenience regarding the handling of your deposit and the involvement of a debt collector. We understand your concerns, and I have reached out to the property management and leadership team at West 27th to investigate the situation. A representative from Greystar will contact you within the next 10 business days to address your concerns and discuss the next steps.
  Thank you for your patience as we work to resolve this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/28/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,
  
  
  We are writing to make a formal complaint about our time as residents at Avia Apartments in Glen Allen, Virginia. We have lived in our apartment since October 26th, 2022. We had one issue in our first year of living here but decided to renew our lease as this issue was ultimately resolved and didn’t impact our day-to-day life. Since re-signing in December 2023, we have had multiple issues arise and it has impacted our day-to-day lives. We have made attempts to resolve these issues with our leasing management but have not had success. Our well-being is being impacted to the point we are seeking assistance elsewhere in hopes of finding a solution. Any help or guidance regarding these matters is greatly appreciated.
  
  We are happy to provide specific information and supporting materials for context surrounding the aforementioned issues upon request. Thank you!

  Business Response

  Date: 08/28/2024

  Hello *******,
  Thank you for reaching out to us and for sharing your concerns. We sincerely apologize for the difficulties you've experienced since renewing your lease at Avia Apartments. We understand the impact this has had on your daily life, and I have contacted the property management and leadership team to review your request. A representative from Greystar will be in touch with you within the next 10 business days to discuss your options, including a potential transfer to another unit or an early lease termination.
  Thank you for your patience as we work to resolve this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/27/2024

  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.

  dear BBB:My pay schedule was changed to monthly two months ago. In good faith, I contacted the rental office each month to advise my payment would be late.I have several email exchanges with various people in the office, thereby demonstrating that I’ve contacted the rental office and made them aware of my new pay schedule. I called each month. Spoke to various people.At no time did any person at the Morgan inform me that my late rent payments would result in an “eviction status.” Furthermore, I was not served with a 10-day Notice to Quit, as required by the state of North Carolina.As of today, 8/24/24 I have made two attempts to pay my balance. I set up an automatic debit in your system for 8/22 using the card I use every month to pay rent, ending in 3922. For unknown reasons, it did not debit my account.I am the one that caught this, and so I emailed the office this morning. I got a reply stating my account is “In Eviction.” I immediately went to the office in person, and discussed the fees and the “eviction” status. I stated that I would pay in full today, although I do not believe the “court fees” are legitimate.I returned to your office at 3pm with $2140 in certified funds. That amount included the “court fees.” When I arrived back at the Office, I was told the Morgan “doesn’t accept” money orders.On August 26, 2024, I came to their office with a check for my rent plus the late fee. The person said they could not accept my payment unless I also paid the bogus “court fees.” They said they’re evicting me.

  Business Response

  Date: 08/27/2024

  Dear Ms. ********,
  Thank you for sharing your concerns with us. We apologize for the issues you experienced regarding the communication around your rent payments and the eviction status at The Morgan at Chapel Hill. We have contacted the property management and their leadership to investigate this matter, and a Greystar representative will reach out to you within 10 business days to discuss and address your concerns.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/26/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been living in unit *** in the East Building without air conditioning for 7 days, and the current temperature in my unit is 87 degrees. My unit is uninhabitable, and despite being promised repairs on four separate occasions, nothing has been fixed. I have had to stay in a hotel for 4 nights after paying $2,172 to move in, yet I cannot occupy my unit. When I call, I receive no response, and I have had to leave work and school multiple times to try to resolve this issue. This situation has gone beyond acceptable limits due to mismanagement.
  
  Tenants have the right to break a lease due to unlivable conditions. Each state has specific health and safety codes that set minimum standards for rental units. If these standards are not met, and proper notice is given but repairs are not made within the allowable time period, a tenant is considered “constructively evicted.” Lack of air conditioning and heating falls under these conditions.
  
  They won't even respond so that I can get my money back to find a new place. Many people are having the same issue but instead of working on resolving the issue. The property manager locks the main office door and won't allow resident's to properly voice their complaints.

  Customer Answer

  Date: 08/27/2024

  3733 Lindell Blvd, St Louis, MO 63108 APT ***

  Business Response

  Date: 08/28/2024

  Hello ******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and discomfort you’ve experienced due to the lack of air conditioning in your unit at the East Building. We understand how frustrating this situation has been, and I have contacted the property management and leadership team to urgently address your concerns. A representative from Greystar will be in touch with you within the next 10 business days to resolve this matter and discuss the next steps.
  Thank you for your patience, and we appreciate the opportunity to make this right.

  Sincerely,

  The Greystar Team

• Initial Complaint

  Date:08/26/2024

  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 writing to express my frustration regarding the application process with 1122U. On July 3, I attempted to submit my application but encountered a system error that was entirely beyond my control. Despite reaching out to your team immediately via both phone and email, I received no response or assistance.
  
  To make matters worse, I was charged $306 for application fee+deposit on that day for services that were never completed. Specifically, my property has never been checked for application complete, yet I was still billed for this service. Despite my continued attempts to resolve this issue through calls and emails, I either received no response or only a delayed response from your company.
  
  This situation is completely unacceptable. I have made every effort to resolve this issue in a timely manner, but I have been left without support or resolution. Given these circumstances, I am requesting an immediate refund of the $306 but get cold rejection.
  
  My complaint will detail the following:
  
  Date of Transaction: July 4
  Amount Charged:$306
  Nature of Dispute: Inability to submit the application due to a system error, lack of response from the company after repeated attempts to resolve the issue, and being charged for services that were never provided (house completion check).
  Company’s Response:As of now, the company has not made any effort to resolve the issue despite cold rejection or hold back matters.

  Business Response

  Date: 08/27/2024

  Dear ********* ****,
  Thank you for sharing your concerns with us. We apologize for the frustration you’ve experienced during the application process at 1122U. We understand the importance of a smooth application process and regret the inconvenience caused by the system error and the delayed responses from our team.
  We have contacted the management at 1122U and their leadership team to investigate this matter further. A Greystar representative will be in touch with you within 10 business days to address your concerns and assist with a resolution.
  Thank you for your patience, and we look forward to resolving this issue for you.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/26/2024

  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.

  Date of the Transaction:
  The issue arose during my move-out process on July 29, 2024 from One North of Boston, 100 Heard St, Apt 302, Chelsea MA 02150, managed by Greystar.
  Amount of Money Paid:
  $1,106.37 was deducted from my security deposit for carpet replacement.
  What the Business Committed to Provide:
  The management promised to return the security deposit minus necessary deductions, handled fairly and in line with Massachusetts law, which requires that deductions reflect actual and necessary repair costs.
  Nature of the Dispute:
  The dispute involves the management’s decision to replace the carpets in all three bedrooms and deduct $1,106.37 due to a small bleach stain in one bedroom. Since the carpets in the three bedrooms are separate, replacing only the affected carpet would have been more reasonable. The consistency argument is excessive, especially since the carpets were newly installed on August 15, 2023, and the color and model are readily available.
  Additionally, the management failed to notify me of this issue during the pre-inspection on July 26, only informing me of the deduction in August after withholding funds. This delay deprived me of the opportunity to address the stain before moving out.
  Efforts to Resolve the Problem:
  I’ve tried to resolve this directly with management through email, arguing that replacing all carpets was unnecessary and requested a refund or adjustment. However, they maintain their actions were justified.
  Additional Information:
  The stain near the doorway likely resulted from the sofa legs being dragged across the carpet during maintenance work on March 26, 2024, when the living room floor was being replaced. The maintenance team entered the bedroom without my permission and repositioned the sofa, which could have caused friction between the sofa legs and the carpet, lightening the carpet's color and resembling a bleach stain. I have informed management that neither I nor my roommates used bleach in the apartment.

  Business Response

  Date: 08/27/2024

  Dear ***** ****,
  Thank you for sharing your concerns with us. We apologize for the issues you’ve encountered regarding the deduction from your security deposit after moving out of One North of Boston. We understand your frustration with the situation and the lack of notification during the pre-inspection process.
  We have contacted the management at One North of Boston and their leadership team to investigate this matter further. A Greystar representative will be in touch with you within 10 business days to discuss your concerns and assist with a resolution.
  Thank you for your patience as we work to address this issue.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/25/2024

  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 filled out a rental application but never submitted due to an email typo. My $250 hold deposit has not been returned even though I never went through with the application and it’s been about a month. I have called and emailed numerous times and no one is getting back to me.
  
  The property is:
  Terrano
  2804 Fashion Dr,
  Corona, CA 92883

  Business Response

  Date: 08/26/2024

  Dear ********,

  Thank you for bringing your concern to our attention. We apologize for the inconvenience you have experienced regarding the hold deposit at Terrano in Corona, CA. We have contacted the property management team and their leadership to investigate the situation. A Greystar representative will reach out to you within 10 business days to discuss your concern and assist you further.  Thank you for your patience.

  Sincerely,

  The Greystar Team

• Initial Complaint

  Date:08/25/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ow I know without a certainty that this email will never see the CEO but what the heck I’ll write it anyway for proof of contact. I moved into Heights at Interlocken in Broomfield CO a week ago. Since my move in I’ve sent in about 13 maintenance requests and several emails to property people who don’t answer emails, phone calls, or texts. I’ve had one person only answer me, and that takes days. And this was before my move in. The apartment I rented should NEVER have been rented out. It has a tremendous amount of work before anyone should have moved in. I’ll start with the paint. It was painted in probably 30 minutes. Paint is all over the floors and bathroom tiles. All over the bathroom towel and shower holders. The bathroom caulking is a horrible mess. All over everything. The cabinet in the bathroom has a hole in the side. Has burn marks on the counter. The washer and dryer don’t work. The dishwasher doesn’t work. Now this was my last straw. The kitchen island counter has a large crack all the way down the middle, and it was painted over with silver paint! Good God. The door stop was broken off, and the outside of the front door need painting desperately. It’s very embarrassing and I notice most of the other doors have been recently painted. That would take all of 4 minutes. Now the cleaning of the place. Did I say cleaning? Very little cleaning and terrible job of it. On the bottom of the oven is a huge amount of dog hair. The faucet in the kitchen wasn’t working and has been replaced. The faucet in the bathtub leeks and looks like it’s about to fall off. And that’s what I’ve noticed in a week. Greystar should be horribly embarrassed and ashamed to have someone move in to a rundown mess like this.

  Business Response

  Date: 08/26/2024

  Dear ****** ****,
  Thank you for sharing your concerns with us. We sincerely apologize for the numerous unresolved maintenance issues you've encountered since moving into Heights at Interlocken. We understand how frustrating and disappointing this situation must be.
  We have contacted the management and leadership team at Heights at Interlocken to review your case and address the necessary repairs. A Greystar representative will be in touch with you within the next 10 business days to discuss the situation and ensure your concerns are properly addressed.
  Thank you for your patience as we work to resolve these issues.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/25/2024

  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.

  Greystar is attempting to collect payment upon move-out for physical damage not caused by any action or inaction of the tenant. I have made multiple email contacts to Greystar with sufficient and credible documentation, most of which is from their own accounting, to clearly show that the tenant is not liable for the damage/charges:
  1) Wall damage: Damage was present at move-in, clearly photographed and documented using the appropriate move-in checklist, and Greystar is in possession of this documentation.
  2) Carpet and baseboard damage: Damage resulted from a significant plumbing leak/break originating from the unit above but flowing into the tenant's unit. Documentation supports the leak was timely reported by the tenant, that Greystar acknowledged receipt of the emergency maintenance request and subsequently repaired the leak, but made no attempt to return the carpet and baseboard to move-in condition.
  Despite initiating 5 separate email contacts, Greystar has not acknowledged receipt of this documentation or responded to the merits of it. I have also made 3 requests for the case to be escalated, which have not been acknowledged. They continue sending balance notifications while blatantly refusing any attempt to resolve this dispute.

  Business Response

  Date: 08/26/2024

  Dear ****** *****,

  Thank you for sharing your concerns with us. We apologize for the issues you've encountered regarding the charges for wall, carpet, and baseboard damage at Gateway at Tempe. We understand how frustrating this situation must be, especially considering the documentation you've provided.
  We have contacted the management and leadership team at Gateway at Tempe to review your case thoroughly. A Greystar representative will be in touch with you within the next 10 business days to address your concerns and provide further assistance.
  Thank you for your patience as we work to resolve this matter.

  Best regards,

  The Greystar Team