ComplaintsforFirstKey Homes

• Initial Complaint

  09/15/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We originally applied with First Key homes on 9/1/21. The house was listed for $1495 upon approval the listing price was changed to $1795. I called the move in coordinator and was immediately asked "did I have proof?" I provided proof but was told that it was not proof enough that I was quoted that amount. Even though I applied over 48 hours ago and the change was in the last 14 hours (first red flag) Eventually they honored the original rental price but wanted me to sign a lease and pay a deposit for a home that was not available for me to see at the time. I reached out and asked if they could make an exception to the 48 hour security deposit since the house was not available to view (it was supposed to be available 09/10/21 ). In their brochure they advise against renting a property that you have not viewed. The response I got was them canceling my application, the house going back on the market, and a letter saying I was only conditionally approved. I would like my app fee returned.

  

  Business response

  10/18/2021

  Business Response /* (1000, 14, 2021/10/14) */ Hi ******, We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with your application. I see your application on file and you applied for $1495 rent. If you had been approved, that is the rent you would have paid as we do not change the rent after applying. Unfortunately, we have to treat every application the same and if you were to be approved, we do require deposit in the timeframe mentioned, despite seeing the property or not. I see that the application was canceled because due to not being able to see the home and needing to pay the deposit, you had requested it canceled. If you do not want it canceled, I would be happy to work on this for you and you can email me at ***********@firstkeyhomes.com and let me know. The application fee is a non-refundable fee and is signed off and accepted upon applying. We take this matter seriously and thank you for your patience as we looked into your comments. Thank you, ***** FirstKey Homes Consumer Response /* (3000, 16, 2021/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This very generic response was expected but is not excepted. I received a call from a representative asking me if I had found a place a week ago, clearly an attempt to smoothe things over. I never asked for my application to be cancelled, it was cancelled because I was unwilling to pay for something that I was not able to see... that makes absolutely no sense. The mere fact that there is a brochure on the companies own website that states that you should always view a house prior to interning interning lease. What is even more ridiculous is that the house was scheduled for viewing within the next couple of days. This preying at its best and the tag line that is so uselessly added at the end of the numerous complaints that have been received "We take these matters very seriously....." is only adding insult to injury. Business Response /* (4000, 18, 2021/10/15) */ Hi ******, I am sorry if you do not accept the response but it is an accurate response and not just a generic one. Again, we work within Fair Housing Laws and have to treat every application the same. We require deposit within 48 hours of approval to secure the home whether the home has been seen or not. While we do recommend viewing the home before entering into the lease, there are many times that we have renters who are willing to rent sight unseen, and they pay the security deposit within the timeframe stated. Thank you, ***** FirstKey Homes

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I began renting a home from First Key Homes at the end of May. I have numerous issues with the home and a very slow response to any resolution. On Jun 21st, I reported an issue with the hot water heater. They had multiple people come out to only tell me that parts are needed to be ordered. FINALLY, on August 16th, a guy looked at the issue. He ordered the part. Apparently, it was riding around in his truck for nearly a month and he could not come because his mother was ill. All of this is while I intermediately don't have hot water. He replaced the part on the water heater. Then two days later, I don't have hot water at all! I have been without hot water for almost a week. I need hot water in my home. Also, I have another outstanding work order from 8/16 - a month ago) for a house defect that broke my dryer. Again, no response on this issue either. First Key is unresponsive. I had to call them everyday just to get an AC problem fixed.

  

  Business response

  10/18/2021

  Business Response /* (1000, 11, 2021/10/04) */ Hi ********, We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with your hot water heater. I took a look at your account and see that this was repaired on 9/23. If this is not the case, can you please email me at ***********@firstkeyhomes.com and I will be happy to look into this further for you. We take this matter seriously and thank you for your patience as we looked into your comments. Thank you, ***** FirstKey Homes

*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. ↩