ComplaintsforFirstKey Homes

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reached out to First Key homes because after a year of living in my home my rent increased in excess of $300. I have never been late on any of my payments. I called First Key homes to ask about a reevaluation in the rent they advised I would get a call back in a week. I never received a call back I had to call multiple times. I finally escalated to a manager after about 3 weeks then received a response about a eek later. During or conversation I was told I would get a $500 concession even after the adjustment I finally received it on 5/16/24. I went ahead and signed the lease agreement because the adjustment was made and my account reflected a $500 credit for August. I have attached supporting document in this complaint. Now I look ok my account and August finally shows but the $500 concession is now gone. I have no notification as to why or when. I called today to advise of the removal of credit they now claim it was a system error which is not true. I did not have a credit on my account until after I called and spoke with someone who provided the credit based on previous conversations. I spoke with the supervisor today ****** who kept indicating as if I was a liar even after I provide proof which is very disheartening and disappointing. I am a working mom, citizen, and wife. If you provide me an agreement with the information saying if I sign now I get this rate and credit on the first month it should be honored especially when I have the proof prior to signing. This is not legal to provide one rate then change it with no notice after pressuring a great tenant. FirstKey Homes needs to put my $500 credit back for August as this is unfair and unequitable treatment from this company!!!! I signed the agreement the same day the adjustment was made and credit provided. All screenshot are time stamped. Please do the right thing and honor what you provided and promised as that would be good business practices. Make this right!

  

  Business response

  08/01/2024

  Hi ********,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the one-time rent concession after renewing your lease. I am sorry for any confusion. I do not see that the concession was applied prior but it was applied for the start of your new lease time period, which started August 1; the concession was applied the same day and your new rent amount has been charged to your ledger as well. 
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

  Customer response

  08/01/2024

   
  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a maintenance request through FirstKey Homes automated system shortly after moving into a new property. I received exactly one phone call which I did not answer because I was sleeping. That was the only attempt. The maintenance request is marked In Progress with the single comment, Could not reach tenant. I texted and called back the phone number. No answer and no response. The system has only one way out. You have to delete the maintenance request and create a new one that involves again watching a long video. I will leave my valid maintenance request and wait for a proper response from ForstKeys broken system. The toilet is leaking waste around the base. I can certainly live with it (though its probably rotting the bathroom floor) but I will continue to file BBB complaints until FirstKey does the right thing by simply executing their duties under the lease agreement.

  

  Business response

  07/25/2024

  Hi *****,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the plumbing concern that you had shortly after moving into the home. I am sorry to see that this was your experience in the home shortly after moving in and I do see that this was resolved a couple of weeks ago. I also see that you have one open work order that is scheduled for 8/1.

  Should you ever need additional assistance, you can reach me directly at **************************************.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

  Customer response

  07/25/2024

   
  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

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction 6/11 Amount $503.97 Holding fee for approved home from site Refund and file a complaint The business has not returned any calls or tickets since payment was made. We have not seen the home nore have we received any information. Our move in date was 6/28 then 6/30 then 7/1 . We have received no communication nore have we seen the Transaction

  

  Business response

  07/25/2024

  Hi *******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with your hold fee and the move-in date being pushed back. I am sorry for any confusion. Per the hold fee agreement, if we are unable to provide the home within 10 days of the original move-in date, you can either continue to wait for the home to become available or we will refund you your $500 hold fee. I do see that your hold fee was refunded to you on 7/16 and should show in your account as such. If you do not see the money refunded into your account, please email me at **************************************.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am being charged for move out items that are not only unreasonable but very inaccurate. A first key rep was assisting me with getting the charges reviewed and waived however, he now ignores my emails and has yet to respond to the matter. I also asked for a refund as I paid out of pocket for my lawn guy to trim an oak tree that was over 8 feet. I submitted a work order to first key and they denied it and said it was my responsibility. My lawn guy charged me $150 to cut it. After it was cut first key stated it actually was there responsibility. However they wont refund me my money because I dont have a proper receipt I only have a paper write up from my lawn guy with his information on it. I explained to first key that he is a handy man not a business he doesnt do receipts he provided the price and his info u can always reach out for verification.

  

  Business response

  07/25/2024

  Hi ********,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with your move-out charges. I am sorry if there was any troubles here or misunderstanding. I do see that you were contacted and an additional amount was sent out to you. If at this time you still need further assistance, please do not hesitate to email me at ************************************** and I will be happy to help you out.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  06/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi, my wifeand I rented a house from First Key Homes at *******************. *******, ********* *****. The lease was from 03/31/2022- 04/01/2023. We paid a security deposit of $2145.00. The company has compiled a list of false damages and repairs that were not completed to property. I have proof that these claims are false. The company retained my deposit and also stated I owed more than $1500.00 totaling almost $3700.00. I have videos of how I left the property and also a video of they property after these false repairs were completed. I have a receipt and text from the company for trash removal in which they listed on invoice that they paid more than $400 to be removed. They have now sold the false debt to a collection agency which is affecting me and my husband credit profile.

  

  Business response

  07/25/2024

  Hi ******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with your move-out charges for the home you vacated in April 2023.  As I replied to your wife, please email me the proof that the damages that you were charged for were present in the home upon move-in to **************************************.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, my husband and I rented a house from First Key Homes at *******************. *******, ********* *****. The lease was from 03/31/2022-04/01/2023. We paid a security deposit of $2145.00. The company has compiled a list of false damages and repairs that were not completed to property. I have proof that these claims are false. The company retained my deposit and also stated I owed more than $1500.00 totaling almost $3700.00. I have videos of how I left the property and also a video of they property after these false repairs were completed. I have a receipt and text from the company for trash removal in which they listed on invoice that they paid more than $400 to be removed. They have now sold the false debt to a collection agency which is affecting me and my husband credit profile.

  

  Business response

  07/25/2024

  Hi *****,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with your move-out charges upon vacating the home in April of 2023. Please email me the proof of damages to the home were present upon move-in that you would like to dispute to **************************************.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was scammed by this realtor company. After applying to the property I was asked for all my person documents including but not limited to, ID, social security card, bank statement, check stubs and money just to see the property. After submitted the documents and fhe money to said realtor, I heard nothing else. I tried contacting them by the listed number ************ and no answer, I believe this company is going around looking at vacant properties and scamming people for their information and money. I would like my money back as soon as possible. This is very disturbing to prey on people that are looking for somewhere to live

  

  Business response

  07/25/2024

  Hi ***,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the application process. I am sorry to see your complaint and that you feel as if you were scammed in any way but there is no scam and our application process is the same for all applicants. I do see that you have been in touch with the team since this complaint was filed and communication has stopped with our leasing team as of 7/7. If you need any further assistance with your application or home search, please email me at ************************************** and I will be happy to help you out.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, we have been having AC issues since 04/29/2024 with unlivable heat conditions. It is now 06/28/2024 and we are still unable to live in the home that we have to pay $2,285.00 monthly. First Key Homes has been very negligent with this matter. I am currently 9 months pregnant and we have proof of our home being 85 degrees and over. We have been living someplace else because we are unable to live at our home. For the month of May they were only able to give us a $250.00 credit, but majority of May and June we have been unable to stay at our place. A technician has came about a total of 7 times to fix said issue and only fix it for a few days at the time and then it stops cooling our home. There has to be some sort of AC leak, but they keep beating around the ****. *********************** is our property manager and he has been very inconsiderate of our situation. There have been multiple attempts where we had scheduled a technician to come and fix our AC, but no one ever shows up. Thus having to lose more time and money from work in regards to dealing with this matter. We are seeking reimbursement for the amount of days we have been unable to live in our home along with having our AC unit completely replaced or being able to get out of our lease without it affecting our credit or having to pay to buy it out.

  

  Business response

  07/25/2024

  Hi ********,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the ** concerns you have had in the home. I am so sorry for the troubles you have experienced with the ** unit in the home you are renting. I do see that the work was completed early in July and that you have spoken with your local team and a concession off your June rent was applied to your account on 7/16. This concern has been resolved at this time as there have been no follow up ** work orders since repair.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  06/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A couple of weeks ago I noticed that something had hit the window and broke the glass. I contacted First Key in order to not only report that something had happened to the window but to get maintenance to fix the window. They came to my home to take pictures and decided that we had to 7 days to fix the window. They came to my home a 2nd time of my knowledge to take more pictures but refuse to fix it. They charged me an additional $100 on my rent and still want me to cover the costs of getting the window fixed. I feel that this is unfair since they charged me and I am still responsible for the window. I feel harassed because they keep coming to my home and the last time they came, they were driving an unknown white vehicle so I didnt know who had come to my house.

  

  Business response

  07/25/2024

  Hi ******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the broken window at the home you are renting and being charged a $105 trip fee as well as being told that this is resident responsibility. Per the conversation you and your husband had with *****, your Service Manager, per your lease agreement, this is resident responsibility unless proof that the broken window was caused by an Act of God (specifically worded from your lease):

  "16.5.4. Resident agrees Landlord SHALL NOT pay for costs incurred to repair the following items unless caused by Landlord or by their negligence or misconduct or Act of God: (1) damage to windows, screens, or interior doors; (2) damage from wastewater stoppage caused by foreign or improper objects in lines that exclusively serve Property; (3) items that are the responsibility of Resident and (4) items that are cosmetic in nature with no impact on the functionality or misuse of the item."

  "17.3. Damages. Resident shall be responsible for and agrees to pay Landlord all the expenses associated with, replacing all glass broken and any Entry Devices lost or broken and the expenses for repairs of any condition caused by Resident and anyone in Residents household, including but not limited to, Residents invitees, licensees and guests. Resident further covenants to keep the Property free of all damages (normal wear and tear excepted) and acknowledges that the failure to do so shall be deemed a default of this Lease. Resident shall notify Landlord immediately of any damages and circumstances causing the damages. If Resident does not remedy the damage, within seven (7) days of the occurrence thereof (as determined by Landlord), Landlord shall be entitled, but not obligated, to perform the repair on behalf of Resident, as a result of the actions, of the Resident or Residents invitees, licensees or guest, causing the damage. Resident shall be liable for all reasonable costs incurred in connection and agree they shall pay Landlord all associated costs immediately upon demand"
  

  I am understand that this is not what you want to hear but we do recommend reading through your lease in it's entirety to understand all the items that are deemed resident responsible.

  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company does not protect its residents from harassment from *** for rule violations they themselves stated they are unable to give violations for. *** contacted FirstKey homes as well as the *** to resolve the matter however the issue still persists about a month after the violation was given. The company is complacent in handling resident complaints as well as not getting in contact for further investigation. This leads me to believe that both the company as well as the *** are in the business of giving violations with the hopes that residents will comply with authority based on the violation given without further evidence of such accusations.

  

  Business response

  07/25/2024

  Hi *******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the *** the home you are renting is as well as the violation fee charged to your account. I am sorry for the inconvenience and assure you, we have no relation to the *** nor do we want to have to deal with ***s ourselves, however, we do have to abide by their CC&Rs. I do see that the violation fee that you were assessed was reversed on your account on 7/5 and this concern has been resolved. If you should have an issue again, please do not hesitate to reach back out to your local office 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

*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. ↩