Complaints

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:10/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the property at **************************************************************************** October 16, 2023. I have had several service requests that took months to address. It took 4 months to install the dishwasher, the refrigerator went out during a holiday and it took 2 weeks to be repaired. When asked about the lost of food and I was told to use my renters insurance. The garage disposal didn't work and it took 3 weeks for that to be repaired. The jacuzzi and swimming pool I was never used because of missing glass pieces on pool floor and around the pool was told it was cosmetic. The jacuzzi heater never worked there is a new service order to fix the jacuzzi and I have already moved. This is the things I have endured my WHOLE Lease Term this is why I am not renewing my lease. Now I see in my email today 10/4/24 that I have a rental balance of *******. I paid ******* with a representative of First Key Homes as my final move out payment on 10/01/24 so how do I have a balance. They refuse to prorate the pool fee. Now after the walk thru today First Key is saying I owe for trees in the yard not being cut and wear and tear for a carpet that has been professionally cleaned. Something behind the stove looks like a wall socket how am I responsible for that. This company is trying to find reasons not to give me my deposit. I have all emails of communication proving that this is an on going problem with this company. Any assistance that you can provide me would be greatly appreciated.

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Horrible service I highly recommend not using them. No move in inspection and after over 2 years of renting a move out inspection took me 3 weeks to schedule and then the day of inspection no one calls or shows up and now ********************************************************************************************************************** to provide. The only thing I'm told is to just provide them. Nope provide your charges so I can cancel them out not so, you can try to list additional things after the fact

• Initial Complaint

  Date:06/13/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 recently moved out of our rental with FirstKey Homes and they are illegally trying to keep all of our security deposit. It is against Nevada state law to use our security deposit for normal wear and tear items like painting. Cleaning may be charged within a reasonable amount according to state law. The home was professionally cleaned prior to us moving out and they have since tried to charge us $635 for cleaning expenses as well as $762 for painting the home, as well as a $100 late fee even though I called and made the FULL prorated rent amount for the month of *** on *** 1st. When I then received an email from them stating I would be charged a late fee because the portal was showing I owed the full amount for *** I was assured it was just how the system works since they cant put the prorated amount into the portal and I would not be charged anything additional. This is a typical story of a sleezy property management company trying to illegally keep our security deposit. I have photos of the condition of the home prior to us moving out that were also provided to FirstKey Homes on the day we moved out.

• Initial Complaint

  Date:06/13/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 family moved into a Firstkey home in May 2023. The house was not perfect but manageable. I made sure I took pictures of everything that was wrong with the house when I got there. We had an issue with the toilet that was not properly flushing. They sent people out constantly saying that the toilet was clogged. First, they sent out a contractor who cut two holes in the ceiling in the garage. He could not find any problems, so he left. They never sent anyone out to repair the holes that their contractor cut open. The issue with the toilet was still there and it kept clogging even when there was no tissue in the toilet. Then they charged $150 to unclog the toilet. The problem persisted and we had to file a complaint with a higher up about the toilet because the toilet still was not working properly. They had someone come out again and they finally came to the conclusion that the toilet needed to be replaced because there was not enough pressure behind to flush properly. We decided that we would ask them to refund our $150 that we paid for them unclogging the toilet since their toilet malfunctioned. No one ever got back to us and emails went unanswered. March 2024 came around and we decided that we were not renewing our lease, we sent our notice of nonrenewal to the support desk and the property manager that we worked with when moving in. *****, we moved out so that we could clean the house. We cleaned the house and the carpets. We finally moved out and got our final statement and they took our entire security deposit claiming that they had to clean the entire house and carpets, paint the house, and repair drywall. It's not right for property managers to use the tenant's money to contribute to their upkeep of their homes. Normal wear and tear is not something tenants are responsible for. We will be pursuing them in small claims court if this problem is not resolved immediately.

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  04-15-2024 i spoke with a lostibg agent and asked about the application process. I was assured that they would only be checking my credit and background. After paying the application fee, they denied me citing that my renters score was too low. After searching for the company who provides the renters score, i realized they also have complaints and are owned by the same company. This is a complete scam company.

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  First key homes is a horrible and very unprofessional management company. Within four days of moving in a tree root got into the sewer line and flooded the whole front of the house. My Roomate and I hadnt even moved in yet at that time and they threatened to charge us over $3000 for damage. I have had numerous maintenance issues and its taken well over 7-10 days to solve them. I am legally obligated to a move out inspection in my lease and per Nevada law. I have reached out to them via email and via recorded phone numerous times. I travel for work and am gone often. I gave numerous dates and times that I am available and keep being told Ill hear back soon with no call backs for 10 days now. I will be pursuing them in small claims court if they take any of my deposit without a move out inspection. They have no local office managers anymore in ********* and the phone service is awful. I want my move out inspection and deposit upon move out.

• Initial Complaint

  Date:03/18/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 rented from FKH for over 4 years and rarely have maintenance issues. On February 23, I called in a maintenance request for my dishwasher, which is a covered appliance per my lease. The service technician came and was here for only 10 minutes at the most. He fixed it very easily and it didn't need any parts. On March 4, when I went to pay rent online - I see there is a $150 charge for this service on my bill. No warning, no explanation. And no option except to pay the full amount of rent due, plus the extra charge. Because they won't let you pay a partial amount, so they basically have you by the short hairs, you are forced to pay their fee whether it is valid or not. The property admin did nothing when I wrote in about it. She said I had not cleaned my dishwasher, so it was my fault it malfunctioned. How does she know whether or not I had cleaned my dishwasher? We had not misused the appliance, we simply used it as it is intended, to clean dishes that once had food on them. We rinse our dishes before putting them in there. It wasn't even truly broken. Besides, nowhere in the lease does it say I need to clean my dishwasher, or how to do so. In fact, it says the landlord will maintain, repair and replace! This leaves me feeling like prey for a predatory company who can charge you at their whim. I have paid over $80 grand in rent, and they can't stand up to their part of the contract. Thank you.

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  For the past 14 months, I have been contacting First key homes to repair the roof and the ceiling due to rainwater leaking into the house. In the beginning, it started with leaking coming through the ** vent. First key homes sent someone out to repair it but it still leaked through. I tried calling again to request the same issue. They insist on hiring a outside contractor called Valley 1 Maintenance. This company specializes in a variety of repairs, including cleanups. The contractors that are sent seem to be amateur contractors. The communication and their professionalism is very poor. I have been given the runaround between Valley one and first key homes in regards figuring out how the water is coming and confusion with dates of repairs. Many times Valley one has either not shown up due to forgetting the appointment or they only do unprofessional repairs to the ceiling inside the house. They have been on the roof only to place a tarp over the soft spots of the roof. It was stated that the area of the roof by the ** unit was repaired, however, it is still leaking through the vent. I was told by the contract workers that the whole roof needs replacing and that the ** unit is place backwards on the roof. I was also told that the unit vent hose was installed wrong at a slant, instead of leveled. The communication problem is where Valley one has not reported this to First key homes. I decided to withhold rent until the roof and ceiling is properly repaired. On Feb 20th, I recieved an eviction letter that was taped on my door. On that same day, I spoke with First key homes representative *********************, who stated that I should rethink about withholding rent because I am not allowed to according to the lease. She was rude and tried to talk over me. I disconnected the phone call before it escalated further. Because of the constant issue of this problem, I am prepared to file a civil lawsuit. I have faithfully paid rent on time and early. I want this resolved asap.

• Initial Complaint

  Date:08/07/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  The rental property is charging tenants $150 per incident to repair rental homes. The first charge was due to the bathroom door rotting because of a plumbing issue with the hot water handle continuously breaking. There were three work orders if not more to repair this issue. The handle broke again and they are now letting me know that there will be another $150 charge for ********** to have that repaired as well. My emails have been ignored and they insist that the rotten pipes that they cannot repair are my fault. This is new clause on the leases and being enforced without proper review. Also please be aware that I was told this charge was a mistake and would be removed. When I tried to get assistance from another issue they contacted to close my ticket with no assistance. I had to contact the electric company myself to reach out to first key as they could not be bothered to assist their residents.

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Submitted an application with this company for a house, paid $110. I got an email stating I had been approved April 10. I was super excited and they executed a lease you had to sign within 24 hours within approval to not lose your place. So I signed the lease and then later that day the company signed the lease, April 10. I then got a notice to pay the security deposit within 24 hours of signing the lease, so I paid that **** on April 11. After paying, all of a sudden there was an issue with my application, they cancelled my contract and guess what?! They were keeping my security deposit and my application fee. They never ran my credit even though they charged me a fee for it, I have credit alerts set up. They didn't call any of my references either. I checked after they cancelled my contract on me. April 13 still no credit alerts. So they charged me for something they didn't even do! This company is a scam, they rush you through the process, get your money and then claim their is an issue with your application just so they can keep your money! I had already bought renters insurance, paid for a uhaul, set up utilities to be transferred, took time off from work. I was 3 days away from move in!! My kids were transferred schools already. I never even got a formal notice, they only told my realtor, I had to call in just for them to make up an excuse of why they were keeping my money. No call, no email. I had to go out of my way to find out what was wrong. I recommend to stay away from them so you don't get scammed too like me and many others!! The reviews say this is an ongoing thing and nobody is stopping them.