ComplaintsforGreystar

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Greystar ********* ************************************************************************* ************ I need to report a horrible experience with the ********************************* and Greystar ********* management. I do not recommend living at the ****************** Apartments.In August 2022, I received a letter from ******************* stating that once my year lease was up, my month-to-month rent would increase over 50%. If I decided to re-sign a lease, my rent was increasing by over 20% a year. I decided to move out because of Tapestry managements price gauging was "applied" to all residents, including me. Otherwise, I had no plans to move, which was unplanned and an unexpected ordeal. So, because of these excessive and completely unrealistic costs, I was forced to move. My final move-out costs should have been provided in a timely manner. They were not. In fact, I was overcharged, and I went completely out of my way to demonstrate that an error was made by *******************. Otherwise, I would have lost out on my fund.To resolve unexplained charges during move-out, I came come into the office three times. Called, literally, ten (10) times, and sent emails to which the Tapestry's central manager, ******, never responded to in a timely manner. If I had not followed up continuously, I doubt that I would have gotten an email response. If I had not caught the office's error, I would have lost money and you would have double-charged my final utility bill, which I had already paid before I moved. Time is money, and this company cost me a great deal of it. I am asking for my doubly charged utility fees, $15 in unexpected service fees, and 10% of my moving costs. Otherwise, I will seek legal advice on the next steps.

  Business response

  12/21/2022

  The resident was billed the correct amounts and the final account statement has been processed. If there are any further requests, please let me know. *********************; ************************************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was forced to move out of my apartments ( *************************** Creek ) that were very unprofessional. I did not receive my deposit back and they violated their rules within the lease by making me overpay my last months rent for the entire month and i moved out in the beginning of the month. They have no regard to their residents AT ALL. I am 9 months pregnant and I had nowhere to go, They did not try to accommodate me at all, it was very very disheartening. The property manager is never there and has a terrible attitude, The leasing staff also have terrible attitudes and can never solve a problem. The property manager told me she would send me out a check for the money I overpaid and I never received anything. Every time I go up there, she is nowhere to be found or giving excuses to the leasing staff about her whereabouts and she will get back to me. At this point it is getting very frustrating because they are avoiding me and not trying to give me my deposit of $500 back and the overpayment she stated I would have to pay in order to prevent it from going to collections.

  Business response

  11/21/2022

  Hi *******,

  Hope you find this well. You and I have spoken about this where your lease was incorrect. However that was not your fault as it was the fault of the previous management company. As we spoke earlier this week. We should be hearing back from our team today or tomorrow for your refund amount and will need to confirm your current address. I will also reach out via email. Hope you are well and have a great week! 

  *****************************
  Regional Property Manager

• Initial Complaint

  10/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I live in apt **** at the club of hickory hollow. The assistant property manager ****** is rude. I called to ask about an attorney fee that I knew nothing about until 10/25/2022. And informed I will not have it until I am paid my next check and she snapped and had an attitude with me. That is unacceptable for a business. On top of extremely unprofessional to send a letter about attorney fees super late and I was NEVER notified about attorney fees in the first place. I also sent an email to the leasing office about obtaining my account number to pay my rent through e money order and NO ONE EVER RESPONDED. This is the WORST apt complex I have lived in. Not to mention ***** issues are still on going.

  Business response

  10/28/2022

  I apologize that the staff was rude and I have already counseled them on proper communication and behaviors. Any notices regarding delinquent rent would have been emailed to the address on file. If you are having an issue and need Pest Control to service your apartment; please contact the leasing office and we will have your apt treated. 

  If you are past the due date for rent and we have started the eviction process; you will need to contact the attorney to make payments.

  Thank you,

  *********************

  Customer response

  10/28/2022

   
  Complaint: 18312277
  
  I am rejecting this response because:
  
  

  I appreciate you speaking to them about their rude responses, but I find it hard to believe that if you were sending a tenant to an attorney that you would not notify them. At no point was a letter left on my door or even an email sent. I received a statement on the 12th of how much I owed and it didnt include attorney fees. The only address Im going to have on file is the apartment that I live so theres no excuse as to why I was not notified that I was submitted to an attorney on the 10th of this month. I already informed ************** would pay the attorney fees but its unprofessional to not even let someone know that they were being submitted. At least the last company that owned this apartment had decent communication. Your office staff doesnt even answer the phone or respond to emails  

  Sincerely,
  
  ***********************

  Business response

  11/09/2022

  We followed the propre protocol and appreciate that the resident has paid her rent.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My roommate and I moved out of our apartment at *************** in *********, ** on May 31st. We received an original move out summary with over $5,000 in charges. After many calls and emails, they finally adjusted it to $3,141.88, with the amount due as $1,361.19 with deposit deducted. This is still incorrect and it looks like we are owed a portion of the deposit. We are charged $596.72 for a carpet replacement when we only received an invoice for $65 for a carpet cleaning. We are additionally charged a month of rent, utilities, and washer/dryer fee that we paid already and can provide proof of this payment. The total deposit credit is $1780. 69. We also have not gotten clarification on a charge labeled "other." I was told additional changes would be made, but it has been more than 3 months since we moved out and cannot get an accurate move out statement. I am now being ignored by *************** and Greystar.

  Business response

  10/28/2022

  I do not oversee this community; but have sent to *************************.

• Initial Complaint

  10/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company, Greystar, owns The ******* apartments at 1201 Church St. For 72hrs so far, the security gate which leads to downtown streets along with ALL access doors have been broken. This means the gate and EVERY door is propped open by residents so they may enter their OWN residence. This also allows any and everyone to also have access to the building. This is a MASSIVE security risk. Additionally, if those doors are not propped open, residents are unable to access their home. I have witnessed 2+ homeless individuals enter this building late at night. I can only imagine if something happened to someone who's door was unlocked. I have a medical condition and was unable to enter my apartment until I walked several stories until I found another person entering to let me in. This is absolutely unacceptable, and I will be filing additional legal complaints until I am let out of this lease or my billing is adjusted.

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/10/10) */ We had two exterior doors that were vandalized at Gossett on Church. One of doors is boarded up awaiting the new glass door to be fabricated. The secondary entrance: has also been boarded up and we have paid for security to man this door in evenings. All the controlled access entry points work and are inspected on a regular basis.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is for The club at hickory hollow. This apt complex is horrible. Customer service is horrible. The staff is just there to collect a check. It takes at least a month to get maintenance issues fixed. The Apts are infested with roaches and the complex and pest control do not care to help get rid of them. I tell pest control constantly that spraying does not help but they don't care. I'm sick of the roaches. I don't pay rent to live with bugs. I've been here a little over 2 years and the roaches never go away. The staff does not answer the phones ever. The assistant property manager is impossible to get a hold of. Barely get emails replied to And never got voicemails returned.

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/08/23) */ ***** we just recently acquired the community and have been making changes daily to the community. We understand your frustration. Please let me know your apt number so that we can have this pest issue eradicated, or release you from your lease. We do care about the community and appreciate giving us a chance to improve. Consumer Response /* (3000, 7, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Apt **** is where I stay. Pest control came out but I've told them multiple times spraying does not work but that's all they do. I do not want released from my lease I just want better help to get rid of the roaches. Business Response /* (4000, 9, 2022/08/29) */ *** ********* is the new pest control vendor and they have assured us that they will rectify the issue. This will take some time; but will be cleared up.

• Initial Complaint

  05/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Water damage in apt that they refused to clean up, clogged pipes, apartment NOT being sprayed for bugs, no hot water, stealing packages from residents. Not picking up trash from apartment when I pay for a valet trash service. They have come to my apartment 2 times in the past 4 weeks.

  Business response

  05/31/2022

  Business Response /* (1000, 5, 2022/05/23) */ Could you please let me know the apartment community name and apt number so that I can address?

• Initial Complaint

  04/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was going to move to **** ****** at Berry Farms, a Greystar community. I paid all the fees and also a deposit, two weeks before me move in date February 10, 2022, I was sent an email stating that my apartment would not be ready until April 11 2022. So since **** ****** at Berry Farms breached the contract I asked for all my money back, the property manager said I would get most of my money back with the exception of the application fee. I heard nothing from the **** ****** at Berry for over a month so I disputed one of the charges, 310 dollars, to my credit card company. However **** ****** at Berry Farm disputed the charge so my bank did not reverse the charge. I have in writing that the property manager stated that since I disputed the charge and that they would not dispute I wouldn't get that money back which was lie. So I sent another email showing that Greystar disputed the charge and I have heard nothing back from the property.

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/05/04) */ EXTERNAL BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) **** ****** at Berry Farms Manager Wed 5/4/XXXX X:XX AM When we submitted her refund on 2/3 for the full $550, she had apparently stopped payment on her credit card payment of $310 (the application and admin fees) which charged her a $30 NSF fee... so, when AP issued the check, it was for $210. We have attempted to refund the remainder several times but AP and *******, our acct said she was not owed the $ due the payment showing returned. My attempts: 2/3, 2/17 (twice) several emails exchanged with AP over the couple last months then HD ticket after we were unable to get it to post, 5/2. Resending again today and per the HD ticket, it should work. We have been working on this over the last several weeks to get it all figured out. Wasn't sure if the payment was truly stopped and/or did we win the money back in the dispute. If she had not stopped payment after cancelling her app and was informed she would get all of her money back within 45-60 days, she would've had all of her money in February. Unfortunately, with the reversal of payment then Greystar fighting the reversal and it all finally getting settled has taken sometime. This has all been going on behind the scenes, not on the property level. Her payment request was re-submitted 5/2/22 after it was cleared that the money was received.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented an apartment for 12 months from mid-November 2020 to November 17, 2021 at the Tapestry at the Brentwood Town Center, which is run by Greystar. I paid full-months rent in November 2021, even though I moved out on November 17th. I was told that I would be reimbursed after the move out process was complete. I reached out via email to the leasing office at the Tapestry on January 5, 2022 asking when I could expect to receive my reimbursement. I proceeded to email again on January 12th, and then January 19th with absolutely no response from the office, and I had called and left voicemails during this time period as well with no answer. On January 22, I was told that the check was mailed out on January 4th, and that "batches typically do not take this long to show up, but to wait it out anyways." On January 28, I emailed again verifying what address they had on file for me, as the check was supposed to be coming by mail. They confirmed the correct address, and said that they would email HQ accounting to see what is wrong. There was more back and forth on email, with the leasing office telling me to continue to "wait for it to arrive in the mail" until early march. I then started calling the leasing office until I got an answer. I continue to get the run around, and they say that it is HQ accounting's fault, and that they have no direct contact, so the ball keeps getting passed to anyone and everyone without a resolution. I have asked to have the check re-issued, as they have confirmed it has not shown up as cashed, and they said they will speak with their supervisors. It has now been almost 5 months with no resolution. I am hoping this complaint will expedite the process so I can get my reimbursement check back, along with my security deposit that I ALSO did not receive. I have attached the email exchanges, and an email communication where Tapestry had changed ownership while I was a resident. My name is ****** ******, unit *******.

  Business response

  04/27/2022

  Business Response /* (1000, 8, 2022/04/18) */ The check was lost in the mail; a secondary check was cut last week and mailed from the Houston Office. Consumer Response /* (2000, 10, 2022/04/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Was finally able to get in contact with upper management after almost 5 months of back and forth with the apartment complex, and got a "second" check cut and mailed to me.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Moved into Broadstone nations managed by Greystar on 12/29/2021- received a call on 12/28/2021 that my apartment flooded and they would need to switch my apartment. Part of the requirement to move in is having *************************** (***) turned on prior to move- in or you pay a fee to the apartments. I had *** turn on service (and have email proof) for my apartment at the time 531. I tried to call *** several times to change service to new apartment, they were unable to switch over for a few days, Greystar was aware of this issue and said that we would settle whatever we needed when the bill came. Received the bill and it clearly states 134.05$ for apartment 531 and 50$ in charges for the actual apartment I moved into (529) forwarded the bill to Greystar management, they confirmed they received and would pay their portion $134.05. Greystar sent in a payment for $50.95 which is not the amount they owe- *** was going to turn my services off due to the incorrect payment. I have called and left several voicemails and sent several emails to have this bill paid correctly, no one has returned my call or email. I should not be help liable for an electric bill on an apartment I NEVER moved into or lived in.

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2022/02/04) */ Please bring the electric bill to the leasing office and have them credit your account the amount for the prior unit that you never occupied. Then pay *** directly to avoid and disruption in serivces. Unfortunately, Greystar no longer manages this asset. It is no owned and managed by Cortland. We do not have access to any of the resident accounts or electric accounts with ***.

*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. ↩