Complaints

This profile includes complaints for FirstKey Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FirstKey Homes

  600 Galleria Pkwy SE Ste 300 Atlanta, GA 30339-5994

  
• 

  FirstKey Homes

  3701 N John Young Pkwy STE 102 Orlando, FL 32804-3221

• 

  FirstKey Homes LLC

  16930 W Catawba Ave STE 204 Cornelius, NC 28031-5639

• 

  First Key Homes

  4101 Colonial Blvd STE A Fort Myers, FL 33966-1185

• 

  FirstKey Homes

  25511 Budde Rd Ste 701 The Woodlands, TX 77380-2086

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:03/24/2025

  Type:Service or Repair 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 have been trying to get in contact with someone about a roommate release form from 2022. The property address was in ****************. I was told that there was never a roommate release form submitted and no proof of one being made for the former tenant. I know for sure I turned one in to the property manager at the time and apparently he never submitted. Now the former tenant is getting hassled about a balance that has nothing to do with them. I have been trying to resolve this issue for months now and I have not got any help. I understand that the company has stated they don't have one on file, but there was one turned in so because the property manager at the time did not do his job and turn in the required documents I am not placed with this burden of debt from the other tenant. This also isn't the first time that property manager did not turn in required documents on time I have multiple emails having to go to his superiors about him. If someone can reach out to solve this problem, that would be great. I do not have the initial form that I filled out and turned in anymore because it was linked to an old work email and I no longer work with the company and cannot gain access to the email anymore. I can show proof of tax documents or anything i may need to provide to prove i was moved out and no longer in the home prior to the debt that was owed. Management just did poorly with turning in our documents and now are leaving me high and dry to figure it out. As a major property management company that is unacceptable for the ** to misplace important documents turned in.

  

  Business Response

  Date: 04/17/2025

  Hi ******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the roommate release and eviction on the account. Unfortunately, we do not allow residents off the lease until renewal (without legal approval) therefore all leaseholders are then responsible for the eviction and/or balance due. The court provided a court document from the primary including ****** and acknowledging them as a resident as well. There is nothing that can be done to change the current situation. I am sorry as I know this is not the response you are looking for.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair 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.

  SEVERAL ongoing maintenance issues since moving in that have been blatantly ignored.Water leak overages charged to account, for which we are not responsible.

  

  Business Response

  Date: 04/17/2025

  Hi *****,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the water leak at the home you are renting that caused a high water bill. I am sorry that this occurred and I am happy to see the repairs were completed and you were provided a large concession towards the high billing on 3/25 and 3/27.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair 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 received a gas bill in an email from First Key for $501.00. That's clearly wrong. I called ************* who First Key uses and they said all they do is "pay the bill" and pass it down to the resident but they would create a case considering its "very strange" that its so high. We didn't hear from a soul. I called ******** because I was concerned since every other bill has been around $100. The lady I spoke to said, "Yes, I can see a giant jump in usage and there must be an issue." Since I am not the owner and only rent through First Key they cannot discuss the issue with me any further than that but would contact someone to come out. Several days went by. Nothing... I then called First Key where I was sent to person to person to person with no help at all. I finally got a case created and she said she would contact the ************* That was 2 days ago and Ive still never heard a thing. Not only should I not have to pay the obvious issue of the bill being $500 which screams there is a big problem but I would think someone would care enough to come look at the problem considering it is a danger being a gas issue.

  

  Business Response

  Date: 04/17/2025

  Hi ******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the high gas bill you received in March in the amount of $501.30. I do see that a work order was created to have this looked into after the ************ ********, could not provide you with any reason from there side. Unfortunately, the work order was canceled and no further work orders created since. If you have not received a resolution from the utility department, please email me at *************************************** and I would be happy to assist you further.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair 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 moved in May 2023, shortly after moving in our sewer backed up in the basement, we called the leasing company, they sent over one of their maintenance techs, who then had to call in a plumber. Not a big deal if it would've been a one time thing. It has since happened every quarter we have lived here. The sewer backs up, we call FIRST KEY, it's gotten to the point they don't even send their techs, they just send a plumber, who then gets a bunch of roots out of the system. Every single time they have come for plumbing issue, its due to there being roots in the lines. We have invested in an alarm that sounds when it senses water on the floor, we have spent a lot of ************ cleaning out basement from the sewer smells. We tell company that is staying over night with us to be careful with how much toilet paper they use, at times, I will throw away some toilet paper when we have guests just to ensure we don't flood again. Every single time this happens, we are spending more ************ to clean it up, be away from work, because someone needs to be here for the plumber, our work is tired of us having to ask off for the same plumbing issues over & over again. We are looking to be compensated by FIRST KEY & to have the issue resolved, take the dam bushes out, the tree is dead & could fall anytime. I also think we have black mold in our bathroom, above the shower area. We spray it with bleach to keep it under control. We have lived here for almost 2 years. Its been a nightmare since the first weekend, we moved in.

  

  Business Response

  Date: 04/17/2025

  Hi ********,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the plumbing concerns you have experienced in your basement. I am so sorry to ear you have been dealing with these concerns. I do see that your last work order for this concern was completed at the beginning of January and no work orders created since. If you have concerns with the landscaping, I would suggest creating a new work order to have the tree inspected. As for the causes for the backup, the last plumber ran a line through the piping 100 feet in and did not discover blockage, just some rough spotting. If you would like to talk with your local team, please email them at ************************************* and/or you can email me at *****************************************************************.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

  Customer Answer

  Date: 04/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:03/20/2025

  Type:Product 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.

  On 2/24 I placed a work order for a leak inside of my garage, the maintenance came cut out the area that was mold and replaced the pipe. I also had to go to the ** that day due to a migraine and nausea. On 3/7 I placed another work order to address areas in both bathrooms that I felt looked like mold. They sent a maintenance there within an hour and he told me he did not suspect any mold but cut out an area in the hallway bathroom that he said was mildew and told me to buy splash guards because the water from showering is causing the issues. I also spoke with the property manager on the phone ask requested for the mold to be inspected to which she informed me that I would have to pay out of pocket to get the house inspected but the maintenance states there is no mold. I then checked into a hotel that day 3/7 and have been in a hotel since because I have been sick due to being allergic to mold and reacting to the mold in the house. on 3/11 I scheduled for a licensed mold company to come and inspect the house and they took a sample of the hallway bathroom and I paid $635 for their service. On 3/14 they called with the results and the area that was tested was positive for mold. On 3/17 I provided first key with a copy of these results and requested for my lease to be broken because I am allergic to mold to which they responded on 3/18 informing me that I cannot break by lease without pay two times the rent and they have addressed everything in the report through their maintenance technicians. I informed them that that is illegal because they are not licensed and I would seek legal counsel to address this and they responded ok. on 3/19 I sent a reasonable accommodations email requesting for lease to be broken as of 4/1 due to health and safety based on the fair housing act, I have not received a response from the property manager

  

  Business Response

  Date: 04/17/2025

  Hi *******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the leak you had in the home and what was believed to be growth in the home. We did receive the report you submitted and this was the response that you received on 3/20/25:

  Dear *******, I appreciate your patience as we coordinated with our service team regarding the outcomes of the report, as well as the work orders and repairs that were conducted. I regret to inform you that your request for the termination of your lease has been declined. The findings presented in the report you provided are typical, and there is no aspect that requires professional remediation. Our technician inspected the hall bathroom, removing the sheetrock and baseboard, and found no discoloration. The discoloration that was observed on the exterior of the wall was attributed to water runoff from the shower, which resulted from inadequate caulking on the tub, a matter that falls under resident responsibility. Additionally, we removed the sheetrock in the area where the leak was reported in the garage, and there was no discoloration present behind the wall. The report you submitted, along with the other items, can all be addressed. We have initiated a work order that has been forwarded to one of our authorized service providers for the identified opening in the roof. Additionally, we have included the garage in an existing work order to ensure this area is inspected as a precautionary measure. We regret to inform you that we are unable to authorize hotel reimbursements that have not received prior approval from our team. Should you wish to transfer to another property, you are invited to submit a mid-lease transfer request in the event of any significant life changes. Kindly compose an email to *************************************** outlining your request for a transfer and the specifics of the life-changing event. This request will be forwarded to our team for consideration. If approved, please note that a transfer fee of $650 will be applicable, in addition to any application fees and deposits associated with the new residence. Please let me know if there is anything else I can assist you with.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair 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.

  FirstKey Homes maliciously filed eviction against a property that my information was used as a co-signer. During, ****** ****** time at the property, she made several complaints about the condition of the home and that it was unsafe living there. FirstKey Homes did not follow through on repairs that ****** has documented and alerted to the village of ************. Due to FirstKey Homes negligence that she tried to resolve many times, she withheld rent payments and moved out shortly thereafter. Despite knowing she moved out, FirstKey Homes through their lawyer moved forward with eviction several months later despite the property being occupied by someone else. They followed up by sending a fabricated bill of over $22,000 to collection for rent and repairs that they know they are not entitled to. In the coming days, I will retain counsel to litigate this matter and seek class action status as this seems to be a practice of FirstKey Homes as a slumlord. Additionally, tomorrow I will be notifying the Illinois Attorney General of these predatory practices and turning all documents and emails over for investigation. If FirstKey Homes wishes to resolve this matter, they will withdraw the collection from *********************** and forgive all expenses that they fraudulently are seeking.

  

  Business Response

  Date: 04/17/2025

  Hi ******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the eviction on the account you were a roommate on with ****** ******. I am sorry for any misunderstanding but the home was never deemed uninhabitable and any work orders that were created were resolved. The lease started March 3, 2023 and eviction was completed December 12, 2023. The last work order that was created was in May of 2023, with no other issues reported in the home to us. If you have any documentation that you mention, please email it to me at **************************************** When someone moves out due to eviction, that does not complete the process as it continues until the court and sheriffs complete it, in that time, if balance due is not paid off, the lease continues as it should which is why the balance continued rise to over $22,000 and was never paid off, but sent to collections. At this time, there is no reason to do otherwise as the balance is due and was not paid off. I do not see that any repairs requested were not completed. If you have hired any legal representation, please have them contact our legal team and legal council will complete the process outside of direct communication.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:03/19/2025

  Type:Sales and Advertising 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 have been a tenant for about a year and 6 months. When I moved into the property, it was filthy, and there was a dead rat underneath the brandnew fridge that had recently been replaced. I said that to say, the rat had been there for quite sometime, so if you replaced the fridge, you had to have seen it. I've had issues with this property, but the threat of having to pay for the visits if deemed by the company it could be handled by renter, swayed me from living comfortably in this property.March 19th, the brick siding from the front of the house came tumbling down, totally destroying the front of my vehicle. I called to report damage, to which the property manager ******* stated, it's not our responsibility, as stated in your lease, "otherwise". I challenge the term, " otherwise", as this term give credence to neglectful slumlords, not to be responsible for their properties. I draw the line at the house falling on the vehicle or God forbid a human. The term otherwise must be limited, as this is a safety net for discrimination and abuse of power.I was given a date of the 26th of March when this situation was reported. I am convinced the relaxed sense of urgency to this matter has everything to do with the area in which the property is located. Noone will deem it safe to have fallen bricks on the property, and I informed them the remaining bricks were loose. I am exhausted, and will no longer discuss/argue with the rude property manager *******. I need a resolution quickly. My job is delivery, and every day I'm off work, I lose money.

  

  Business Response

  Date: 04/10/2025

  Hi *******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the damage to your car after the bricks from the side of the house you are renting broke off and fell onto it. We have been in contact via the *************************************** email address and I have been in contact with the local team as well. We are continuing to work to repair the home and the damage to your car would be repaired by you through your car insurance. I have been informed that you have hired legal representation and if that is the case, communication outside of attorneys is no longer permitted. If this is the case, there is nothing further I can do to assist and the resolution will be determined through the legal process.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23087384
  
  I am rejecting this response because: first off my car was damaged while sitting in the driveway, at the house that I currently rent. The bricks fell from above the driveway, due to negligence.  In true fashion of Firstkey Homes, the **** did not take time to read the complaint. No, I am not going to use my insurance, raise my rates, and come out of pocket for Firstkey's negligence.  If this company had checked on the property, when I reported missing shingles, cracks in the ceiling, and foundation issues, freezing downstairs to the point ,***** could use the downstairs area, because it was so cold; then just maybe, this situation could have been avoided.  If someone had come out to look around the property, the loose siding, that remains today, could have been discovered. This company threats of charging the renter, is a way to discourage  tenant's  from reporting issues. This is the new slumlord escape. Unfortunately, this company has no integrity, and does require a court appearance. 
  
  Sincerely,

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

  

  Business Response

  Date: 04/17/2025

  Hi *******,

  Thank you for meeting with your Service Manager, ****, yesterday and he will continue to work with you directly to make sure the repairs are completed. Our internal team is working with legal to identify next steps in regard to your car and we will continue to communicate directly with you to work towards a resolution there for you as well.

  Thank you,

  *****
  FirstKey Homes

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair 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.

  FirstKey homes has completely abandoned us as tenants. They do not have emergency maintenance. We were without water for 14. Any maintenance request I have sent the work always has been sub par and takes forever. We are currently moving out and there is supposed to be a move out inspection. No one showed. If you are going to maintain this many houses then maintain them.

  

  Business Response

  Date: 04/10/2025

  Hi *****,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the pre move-out inspection and being without water for 14 days. I am sorry to hear about both instances. I tried to locate an issue with the water but did not see anything in the last couple of years, so I am unsure as to that concern. As for the pre move-out inspection, unfortunately, the technician could not make the scheduled time and we tried to reschedule but were unable to make another time work. I do see that you have since moved out from this property as of 4/3/25. Your final accounting will be completed shortly and you will be informed of the final balance at that time.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair 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 ***** of First Key Homes in ******* for a year and a half. I recently had an issue with the upstairs bathtub hot water k*** being stripped and constantly dripping. The first ********** that came to my home had difficulty removing the k*** to he aggressively pulled on it by placing one foot on the wall and tugging. After finally removing the k*** and tightening the screws, it appeared that the problem was fixed. When I used the shower later that day, water began leaking through the ceiling and downstairs causing major flooding and the walls to be saturated. I contacted First Key again and yet another repairman came out to access the issue but it remained leaking. After the third ********** came out, he cut the tile in the bathroom and replaced the old faucet or k**** with a new one. Once again, the issue still existed. I contacted maintenance again finally a contractor was sent to access the problem revealing that the manifold has been damaged from the initial **********. 3 weeks after the initial problem, ******** contractors sent a repairman, his dog (who he clearly stated, doesn't like people), and his wife. The first day they came they were ******* and explained to me that they would return the following day after the wife's doctor's appointment. They left a total mess throughout the residence and did a lousy job of the repairs. I have a least *********************************************************** ******* concerning those repairs and he advised me that the contractors would be back out and I must allow them time to do the repairs. Time? He also informed me that the contractors said that I rushed them to do the job. An irrational lie. Rush now why? I was eager to get this month-long fiasco over and move on. A blatant lie. My service request for them to fix the horrible job was cancelled in the maintenance portal and I had to call to reopen the request.

  

  Business Response

  Date: 04/10/2025

  Hi ******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the repair of your shower that was leaking that continues to be a problem for you. I am so sorry to hear about the experience you had with our service provider. I do see that you have a follow up work order to resolve your concerns that is scheduled for 4/16/25. If for whatever reason the concern is not resolved at this time, please email your local service team at ************************************** and/or me at *************************************** and I will be happy to assist you further.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23076860
  
  I am rejecting this response because: clearly you are misinformed about the circumstances surrounding my complaint. This issue has been ongoing since February and the appointment that you mentioned on the 16th is for yet another issue with the home. The contractor that you hired, ***********************, was to return to complete the repairs that they botched but I have had zero contact with them. Furthermore I have not had full use of my residence for quite awhile which is unacceptable.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 04/17/2025

  Hello ******,

  I understand. We do not control ************************* but you can call them directly at ************ to work with them and schedule for the repairs. I am so sorry that they had not previously contacted you to complete the job that should have been completed previously.

  Again, if you would like to speak with your local team, please email them at **************************************** or ******************************************************************.

  Thank you,

  *****
  FirstKey Homes

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23076860
  
  I am rejecting this response because:

  Yes, you ARE responsible for ************************* because they were contracted through FirstKey. Furthermore, I have contacted them but they have yet to respond. I have done everything in my power to rectify the issue before even making the complaint. You must understand how very frustrating it is to continue to appeal to people to do the right thing and being totally ignored. In my experiences FirstKey is notorious for shifting blame even to tenants who just want the benefit of what they are paying for. There is no need for another response because frankly, its insulting. I will pursue other means to ensure this madness ends.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 04/21/2025

  Hello ******,

  I was referring to their scheduling as we do not control that. I fully understand your frustration and am happy to assist you. You can email me at *************************************** and I can assist you directly. You can also email your local team directly with the email addresses I provided. I am not trying to insult you in any way and want to help; I apologize if my responses are coming off that way.

  Thank you,

  *****
  FirstKey Homes

  Customer Answer

  Date: 04/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. And, clearly I am not getting anywhere with this company as the problems still persist. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/17/2025

  Type:Product 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 have been a tenant with FirstKey Homes since 2021, and their service quality has declined, particularly regarding maintenance and **************** February 2025, I submitted two service requests: one for a broken deadbolt that prevented me from securing my home from the outside, but worked internally, and another for a refrigerator leaking water. My door lock request was denied, with FirstKey stating it was my responsibility, though my lease states otherwise they would charge me $150 to replace it.The refrigerator service was scheduled for March 7 between 1-4pm when the tech arrived I was not home, he returned at 4 PM but stated he could not complete the repair, stating it would take too long. I was told a technician could return on March 9. However, my abusive ex-husband's contact information was listed on the service order instead of mine, despite him not being on my lease, or on the service order, and my prior requests to remove him from their system.On March 9, a different technician arrived unprepared and left, promising to return with tools but never did. I reported this on March *************************************** three business days. On March 13, I missed a call at 9:18 AM, and at 9:55 AM, I was notified that another technician had arrived at an unagreed time and date. Since no one was home, my request was canceled. On March 17, I received an email that yet another technician would arriveagain, without my *************, I am being charged $105 for the refrigerator repair, which is not my responsibility per my lease. Additionally, I previously paid for a lock replacement that FirstKey should have covered.I request:Removal of the $105 charge.Reimbursement for the lock replacement.Accountability for repeated service failures.Compensation for the inconvenience caused.This ongoing negligence has caused undue stress and financial burden. I urge FirstKey Homes to address these concerns promptly.

  

  Business Response

  Date: 04/10/2025

  Hi Alexiya,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the $105 service fee that was charged to your account on 3/14. I am sorry for any troubles but I do see that this was refunded to your account on 4/3 and you have a credit of $105 on your account at this time.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes