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

• 

  Callia

  4100 N Central Ave Phoenix, AZ 85012

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  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:10/23/2025

  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 lived in this apartment for 13 months and consistently kept the unit clean and well-maintained. Before moving out, I thoroughly cleaned everything and even hired a professional cleaning service for a deep clean. However, after move-out, the apartment management charged me a total of $1,226.84 in “move-out fees.”
  
  I had a $500 security deposit, and they are now asking me to pay an additional $726.84. The charges listed are unreasonable:
  
  $350 for glue removal, which is excessive and not supported by any damage I caused.
  
  $380 for heavy cleaning, even though I already paid for and provided professional cleaning before moving out (market rate for such cleaning is around $150).
  
  $496.84 for a full paint, despite the apartment being left in excellent condition with only minimal touch-ups needed.
  
  During the pre-move-out inspection, the inspector informed me that I could request sample paint from the office to do the touch-up myself. However, when I went to the office, they said they couldn’t provide the paint and that I would be charged for painting regardless.
  
  I believe these charges are unfair, excessive, and inconsistent with the actual condition of the unit. I’m requesting that the apartment management refund my full $500 deposit and waive the additional $726.84 balance.

  Business Response

  Date: 10/23/2025

  Hello,
  
  Could
  you please provide the name and address of the community related to this
  matter?
  
  Thank
  you in advance for your assistance.

  Customer Answer

  Date: 10/23/2025

  The address is 2590 Redhill Ave, Santa Ana, 92705 CA. "Broadstone Atlas, my unit number was ****

  Business Response

  Date: 10/24/2025

  Hi **,
  Thank you for sharing your concerns with us. We’re sorry to hear about the frustration surrounding the move-out charges at Broadstone Atlas, especially given your efforts to clean the unit and prepare it for move-out.
  We’ve contacted the onsite team and leadership at Broadstone Atlas so they can investigate your concerns and follow up with you directly. A Greystar representative will reach out to you within 10 business days to discuss this further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding the handling of our security deposit and the overall condition of our apartment during our lease from December 2022- August 2025. We were not notified within the required 30 days that our deposit would be withheld, and only learned of this after calling the office ourselves. This lack of communication is unacceptable and violates tenant rights.
  
  Throughout our lease, we experienced numerous unresolved issues, including at least nine separate leaks, poor insulation, bug infestations, and a serious breach of safety when maintenance left our front door wide open while we were away — with our dog was inside.
  
  Despite submitting multiple maintenance requests, many of these problems were never resolved.
  We incurred personal costs replacing damaged bedding due to water leaks, including pillows, a mattress cover, and a comforter. These damages were never reimbursed. We documented each incident with photos and videos, which align with maintenance requests submitted throughout our lease.
  
  It is extremely frustrating to be penalized further by losing our deposit after enduring such persistent issues. We attempted to resolve this respectfully, but the lack of accountability and communication has left us no choice but to escalate the matter. We request that the full $1,000 deposit be returned and that this complaint be formally reviewed.

  Customer Answer

  Date: 10/23/2025

  Hello- I was unare that the collection was ultimately aligned with Greystar property management but upon further review they are. 

  The collection dallas llc rolls up to AHC Management LLC which rolls up to Greystar.

  Business Response

  Date: 10/24/2025

  Any debts from Greystar would not pull up as the management company listed in this complaint. 

  Business Response

  Date: 10/24/2025

  Hello,
  
  Could
  you please provide the name and address of the community related to this
  matter? Any debts from Greystar would show as Greystar Management, and not AHC, which we are not associated with.
  
  Thank
  you in advance for your assistance.

• Initial Complaint

  Date:10/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of Tuscany Apartments on July 22, 2025, and my lease officially ended on July 31. I provided my forwarding address before move-out, but did not receive my security deposit or any itemized statement within 21 days as required by California Civil Code §1950.5. I contacted the leasing office multiple times throughout September with no response.
  
  On September 26, I finally received a partial refund notice, but no receipts or supporting invoices for the $642.95 deduction. After repeated requests, the management only stated the check was “lost in transit” and later asked me to pick it up without proof. I am requesting a full refund or complete documentation for the deductions.

  Business Response

  Date: 10/23/2025

  Hi ******,
  Thank you for reaching out and sharing your concerns regarding the refund process following your move-out from Tuscany Apartments. We’re sorry to hear about the delays and the lack of documentation you’ve experienced.
  We’ve contacted the on-site team and their leadership to investigate your concerns and ensure you receive appropriate follow-up. A Greystar representative will be in touch with you within 10 business days to provide an update and resolution.
  We appreciate your patience while the property reviews your request.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:10/21/2025

  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 paid a refundable deposit for an apartment and was supposed to be refunded. I paid in September and have not been sent the money back to my card.
  
  I raised the complaint with the company and they have not followed up with me.
  
  They tried s to send a check to the wrong apartment number instead of send it back electronically as they promised me. They told me that it would only be 3-5 business days but it has been over a month and they are trying to send me a check.
  
  I need them to send it back electronically and do it as fast as possible because I need my money.
  
  The apartment complex is called Boro apartments around Phipps plaza in Atlanta,ga.
  
  They stopped communicating with me and are not updating me. Please help.

  Business Response

  Date: 10/22/2025

  Hi ****,
  Thank you for bringing this to our attention. We're sorry to hear about the delay in receiving your refundable deposit and the confusion around the refund method and address.
  We’ve reached out to the onsite team at Kingsboro Luxury Apartments and their leadership to review your concern. A Greystar representative will contact you directly within 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/21/2025

  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 been a resident at Silos Harvest Green, managed by Greystar, for over a year. I’ve reported an ant infestation in my apartment to the leasing office multiple times. Although I was assured that the issue would be resolved, the problem persists. Ants continue to infest my kitchen, and I’ve had to throw away food on two separate occasions as a result.
  Despite my repeated concerns, there has been no lasting solution, and I feel my situation is being ignored. I’m extremely frustrated that my home remains in this condition, and that basic standards of habitability are not being maintained.

  Business Response

  Date: 10/22/2025

  Hi *******,
  Thank you for bringing this to our attention. We're sorry to hear about the ongoing ant infestation in your home at Silos Harvest Green and how this has impacted your living experience.
  We’ve contacted the onsite team and leadership at Silos Harvest Green to investigate and address the situation. A Greystar representative will be in touch with you within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My spouse and I have been Greystar residents for nearly four years — two years at mResidences Redwood City and two at another Greystar community in Fremont — both with our Emotional Support Animal (ESA) properly approved after we submitted a letter from a licensed medical provider. On Sept. 18, 2025, with about two months left on our lease at mResidences, the new community manager, Victoria M*****, informed us there was no record of our ESA approval and demanded that we reapply. This was unexpected, as our ESA was approved by the prior manager when we moved in and documented in our signed lease, executed on Nov. 29, 2023, with no pet rent or deposit, consistent with Fair Housing guidelines. Despite providing the same approval documents multiple times, Ms. M***** and regional manager Lynda P***** have refused to acknowledge them and, on Oct. 10, 2025, retroactively added $55 per month in pet rent for the past 11 months. They also submitted a new accommodation request form on our behalf without our consent and warned of possible lease violations if we didn’t resubmit new paperwork — even though nothing about our ESA or circumstances has changed. We’ve made multiple good-faith attempts to resolve this directly with both managers, but to no avail.

  Business Response

  Date: 10/22/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're sorry to hear about your recent experience regarding the retroactive ESA charges and the communication around your accommodation status at mResidences Redwood City.
  We’ve contacted the team at mResidences Redwood City and their leadership so they can review the situation and follow up with you directly. A Greystar representative will reach out to you within 10 business days to discuss your concerns further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August I moved into the Laurel Valley. This complex was advertised as a gated community with newly remodeled units. After moving into the unit I soon experienced several issues, bathtub not working, wash/dryer (broken from ceiling), apartment dirty, moving floor boards, missing window. After reaching out with no proper resolution, I decided to cancel my lease. Even with all the issues they required me to pay them an additional 2 month to cancel my lease. Recently I received a bill with them charging me for the full term of my lease and stating they would credit me back for any day for the apartment after it has been rented to a new tenant. I do plan to file an investigation with the attorney general if no resolution is found,

  Business Response

  Date: 10/22/2025

  Hi ******,
  Thank you for taking the time to share your concerns. We're sorry to hear about your experience at Laurel Valley, including the condition of the apartment and the challenges related to your lease termination and billing.
  We’ve contacted the onsite team and property leadership at Laurel Valley to review the situation. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/19/2025

  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.

  1. The towing practice by this apartment complex is extremely predatory, my car were towed twice off from their property. They tow the cars in off hours without any notice or warning to the tenant, they would use a register system instead of stickers to make towing easier to catch tenants off guard. And would use all its rules against it's tenant, they take 0 responsibility and would blame it on the tow company for all the damage / fees to tenant for all the car they authorize to tow. They have contract with reliant towing company so all the towing happens during night time where they can steal cars in the parking lot.
  2. All security deposit was deducted due to “reports” that were my move out “cleaning condition” were obviously better than when I started living.
  3. I wanted to move to a 2 bedroom with Waterloo flats and they told me I can register new apartment without submitting 60 days notice, but later told me sorry the apartment I register to move into is not available and is a bug in their system and does not allow me to move out, I had to pay extra 2 month of rent due to “60 days notice” that I am double paying my rent.
  4. There was 5/600 charged per month for the extra 2 month i am paying double rent for due to “60 days notice” without any notice due to some contract calling it ad-hoc fee.
  5. There were constant homeless in the laundry room and unaddressed
  6. My mailbox was stolen and all mails were gone the action they take was I have to get my new mailbox key.
  7. Maintenance requests were all unaddressed and took at least 1-2 month for someone to show up and not fix the issue at all. Then they make you submit another request.
  8. Always ignoring calls and question unless they are collecting rents. I could not get my initially and they ignored my question and had to live in a hotel until their office is open.
  9. Neighbors were smoking, drinking and peeing on the staircase / nearby grassfield and no one was helping the case.

  Business Response

  Date: 10/20/2025

  Dear ****,
  Thank you for sharing your concerns with us.
  We’re sorry to hear about the challenges you experienced during your time at Lakeshore Pearl, including your concerns around towing, move-out charges, billing policies, and overall service and maintenance issues. We take this type of feedback seriously and have contacted the team at Lakeshore Pearl, along with their regional and senior leadership, to investigate the matter thoroughly.
  A representative from Greystar will be in touch with you within 10 business days to follow up directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/19/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into my apartment in June 2025, and since then I have had an extreme case of German Roach Infestation and Extreme plumbing problems. All of this being documented with my apartment. Despite pest control coming and doing a “clean out” I have not had a roach-free day. With my plumbing I had to apply extreme pressure towards maintenance and my landlord to get a technician out to fix the issue. There was something wrong with one of the upstairs plumbing to where my apartment would flood anytime the shower or toilet was used upstairs. The plumber didnt show up until 11:30pm and was banging on the doors of other units well past midnight to do work in their apartments. They never put my air filter back and when I called for them to do that they said it wasn’t an emergency so they won’t come and do that right now. These instances plus others including safety concerns have caused this apartment to be inhabitable. Thank you in advance

  Business Response

  Date: 10/21/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the pest and plumbing issues you’ve experienced at Crosstown Phoenix, along with the delays in addressing maintenance follow-ups and communication challenges. That’s not the experience we want any of our residents to have.
  We’ve contacted the team at Crosstown Phoenix and their leadership so they can investigate and have a Greystar representative reach out to you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/18/2025

  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.

  My daughter stayed at the Varsity room 307-B, by Greystar last school year. She moved out this August. The property office was unprofessional from the very start. When she selected The Varsity Apartment at UMD it was because of a $900.00 sale for the room she selected. days before we were to move in they sent me a leasing agreement that stated $1326 a month. I sent it back saying that this was not the agreed upon amount. they then corrected it to read $1000 a month but gave it to us on the last day. We needed to sign something to get in the door. the Front office said not to worry and they would correct the issue. We were only charge $900 as agreed for 2 months, then in november they raised the rent to $1000 siting an error and charged me 200 as well. It took days to get anyone to contact me back after repeated calls and messages. they do not check their online messaging system and the front desk is run by teenagers. Their manager was never available. but after 2 weeks called me and told me we were screwed because we signed the 1000 lease, regardless of what they told us at check in. After that my daughter's AC unit broke down, the whole year it was not repaired and they had a box installed in the living room, not her room where it was supposed to be. She was once charge $632 for a water bill and they tried to blame us. It seems there was a leak in the wall and they tried to make our kids pay for it. $632 for water is 23X the normal amount she was charged for water. We complained and it tool over a month to get that off our bill. Finally to add insult to injury, after i paid the final bill the Varsity said she turned in a key late. She did not. They want to charge us $400.00 for that later key turn in. I told them that this is harassment and we will not pay their invented fee. they won't stop contacting us and i never want to hear from them again. We had it good, many kids had bugs, vermin, mold and other issues at varsity. Can you help make them go away?

  Business Response

  Date: 10/21/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're sorry to hear about the difficulties your daughter experienced while living at The Varsity, including issues with rent amounts, maintenance, and post-move-out charges. That’s not the experience we aim to provide.
  We’ve contacted the team at The Varsity and their leadership so they can investigate and have a Greystar representative reach out to you directly within 10 business days.
  Sincerely,
  The Greystar Team