Complaints

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

close

Find a Location

FirstKey Homes has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  FirstKey Homes

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

  
• 

  FirstKey Homes

  650 W Grand Ave STE 206 Elmhurst, IL 60126-1025

• 

  FirstKey Homes, LLC

  6982 Hillsdale Ct Indianapolis, IN 46250-2040

• 

  Firstkey Homes LLC

  6444 NW 5th Way Ft Lauderdale, FL 33309

• 

  FirstKey Homes LLC

  899 Presidential Drive Suite 120 Richardson, TX 75081

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:06/26/2025

  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.

  During our time renting with this company the house originally did not have a water filter inside the water filter housing. Even after that was installed the water was not safe for drinking and cooking with 3 small children being in the house it took over 7 months to have them install an aerator on the well. The house was a brand new house and during sub **************************************************************************************************** the house. The well pump went out on 2 separate occasions that left us without water for multiple days. The garage door was installed poorly and opening it one day the bracket on the garage door opener broke slamming the door to the ground nearly missing my wife. At no point did we ask for compensation or seek legal council. And now that our lease has ended they are trying to seek more money then what the security deposit is. Which I feel is completely unjustified I am not seeking any money back just that our lease has ended they can keep the security deposit and I want nothing to do with them anymore after the year and a half of living in there nightmare of a rental property.

  

  Business Response

  Date: 07/07/2025

  Hi ******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the move-out charges and experience in the home. I am so sorry to hear about your negative experience and frustration with your move-out charges. Your complaint and experience has been noted and relayed to the local team. I wish you well in your next home.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:06/26/2025

  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 paid $110 dollars for an application fee that the service they use to verify there tenants. And they did nothing, I want my money back Al I got was email asking for the same thing over and over again, I pay more than what your asking and I have for 12years I have never seen so much unprofessionalismin my entire life. Since Two Dots didnt do anything I want my money back. Its a-shame too because the house was perfect and I am looking for long term

  

  Business Response

  Date: 07/07/2025

  Hi ****,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with your application processing. I am sorry you have experienced any troubles with your application. I do see that we have been working with you on your application since until the application was canceled today. As we have processed your application and attempted to finalize the process, we can not refund the non-refundable application fee.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:06/24/2025

  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.

  When we moved in there was no walk through with a realtor. Dishwasher didnt work, screens on windows on some window told they dont replace them. Back door to go outside broke, laundry door broke, downstairs closet door broke. Then they replaced the hall bath vanity with a smaller one didnt bother to repair the wall around it or the floor under it. Didnt even glue the sink to the vanity and and since they put the vanity in, and its not glued to the wall, either the mirror behind it has fallen down. They also took the cheap way of the counters. They painted the counters and now when you wipe the counters off the gray paint comes off theres also no molding around the dishwasher. Theres no ceiling around the sink. I have to put that in. And they do have it in our contract that saysanything thats under 150 under is this responsibility of the tenant which is fine but when they say they dont replace the screens as many screens as I have,it will cost me a more than $150 in the bathroom. I shouldnt have to replace what they did because it looks like c*** for the word the laundry door it was a wooden door now its a cheap plastic folding door that comes off the track so easy my bedroom door is broken. It does not even stay on itstrack. This house should not have been rented without them coming in and fixing everything first and we pay our rent on time.

  

  Business Response

  Date: 07/07/2025

  Hi *****,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the condition of the home you are renting. I am sorry to hear your disappointment in the home. I am unsure of what I can do to assist you at this time and I would be happy to help you out. Can you please email me at *************************************** and I can 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:06/23/2025

  Type:Customer Service 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 moved into my rental in November 2024. No amenity access key fobs were left for me when I moved in. In April, I reached out to get a fob for the upcoming pool season. It is June 23rd, and this has still not been resolved. I keep calling the only phone number given to residents and they say someone in corporate will reach out and the hoa compliance team will take care of it. I was told I will have to pay for a replacement fob, which I am fine with but FirstKey needs to set this up with the HOA manager to get the fob mailed to me. I am paying for this amenity in my rent and I am unable to use it because FirstKey is not doing their job.

  

  Business Response

  Date: 07/07/2025

  Hi *****,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with receiving your HOA amenity access ***. I am sorry that you had any delays in responses or receiving the fob. I looked into your account and I do believe that you received the *** last week. If not, please email 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

• Initial Complaint

  Date:06/23/2025

  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.

  Hello, I am a disabled Army veteran and government employee who needed to move into a property in ******* sight unseen from ***** in a short period of time. FirstKey Homes provided a fraudulent move-in inspection with blurry photos and answers to questions that were proven to be lies upon my arrival, but by then I was unable to contest so I took photos, uploaded them to their website, and put in work orders. Between July 31, 2024, and today, June 23, 2025, there have been over 25 work orders placed for issues from broken appliances to drywall reconstruction and mold remediation to a persistent leaking ** unit. As I live alone with my dog, each visit requires me to take time off work. The issues effectively turned 2 of the 3 bedrooms uninhabitable due to the mold, mildew, rotting baseboards and hazardous air quality. The mold and mildew has been spread throughout the house via the **** since I arrived. Many technicians and contractors have visited to look at the ** unit but none has fixed anything and I'm left here with 2 rooms that are covered puddles of water and a rotting structure. Thankfully I dont have a wife and children which I feel is another reason they dont take my situation seriously. I found a new place and wanted to move out of the dilapidated house but FirstKey told me that I would be charged a huge penalty for breaking the lease. I am now carrying 2 leases, 1 for a property that I cannot even live in because it's toxic. ******'s Rights: If a landlord breaches the implied warranty of habitability, the tenant may have legal options, including withholding rent, seeking damages, or even terminating the lease.This company should be ashamed and taught a ****** in how to treat people. Please Assist. Thank you. -*******

  

  Business Response

  Date: 07/07/2025

  Hi *******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the condition of the home you moved into in July of 2024 and your HVAC concerns during your time in the home. I understand you have communicated with the local team and have been advised that our service team has exercised due diligence on every service request since your move-in. I have been in contact with the team and have requested a deeper dive in to your concerns. 
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23505272
  
  I am rejecting this response because: I find this response insulting as it makes the claim that it takes 11 months and 20 work orders for FirstKey to adequately address a broken/molded AC. That is what FirstKey considers due diligence. I also find it incredibly condescending and patronizing that a manager **** contacted me after 11 months of complaining about mold and mildew in the **** system and asked, How can I help you, as if I hadnt explained it numerous times to numerous other employees both in writing and over the phone. It appears that FirstKey operates under the assumption that once a party signs the lease, FirstKey can treat them like trash and if they attempt to vacate FirstKey will charge large fines.

  I signed a new lease with another landlord on June 1st,2025, and have effectively been residing in that residence since because of the negative health impacts both physically and mentally caused by the mold, leaking AC unit, and customer neglect at ******************************** requested to move out officially on 6/19/2025 and was replied to with hostility and a threats of penalty charges. I will continue to do everything I can to expose FirstKey and their exploitative business practices. How can the situation be remedied?

  -Id like for to hire a third-party mold test and analysis at FirstKeys expense to reveal any hazardous exposure to me and my pets over the past year.
  

  -Id like to be reinmburesed for June and July rent since I have vacated the property as well as receive my full security deposit returned.
  

  -Id like to be reimbursed for the 20 workdays I missed,not counting *** *********, because I had to be present at the property while FirstKey technicians and contractors worked.
  

  Lets be clear, FirstKey put me in a dilapidated property which was basically a work site for a year while paying over $2200 a month. At which time, I was only able to utilize 2/3 of the house while they fixed its numerous issues and they knew I had to sign for the property sight-unseen relying only on their fraudulent pre-inspection report because I needed to relocate as a government employee and disabled veteran. I feel I was taken advantage of because of my situation and the fact that I have pets instead of a human family, so I was not to be taken seriously. I will continue to reach out to online resources as well as state, local, and federal health agencies until FirstKey has satisfied the 3 bullet points above.
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/10/2025

  Hello *******,

  Your response has been received and sent to our District Director to review.

  Thank you for speaking with your Property Manager, ******, to go over your concerns. I am unsure of what, if any, of your requests will be met but they will be looked at and evaluated. We do stand by the fact that we addressed each concern in a timely manner as they were reported and at no time was the home uninhabitable causing you to vacate early.

  Thank you,

  *****
  FirstKey Homes

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23505272
  
  I am rejecting this response because: From 8/11/2024 to 6/26/2025 over 20 maintenance requests to fix a leaking and moldy ** unit inside one of the bedrooms and you think you accomplished the task after each visit? I will be reaching out to the State ************************* as well as the ***************************************************** to investigate your company's work practices as I believe they are corrupt and exploitative. Also, I have a meeting with my federal office's legal team on 7/15/2025 to discuss your responses and my legal options and representation as I am sure small claims court will not cover the damages. 

  Is FirstKey willing to reimburse me for hiring a third-party to test for mold in the ** unit to support your statements or are you afraid the results of the test would be self-incriminating?  

  I have a move out inspection with your team on 7/18/2025. Be advised that if FirstKey attempts to hold me financially responsible for any of the cleaning or remediation for the 2 affected bedrooms that your team left a mess in after construction, this will be added to my case against you. The photos speak for themselves. 

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

• Initial Complaint

  Date:06/22/2025

  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.

  I had been a resident of *** for 5 years and recently moved due to mold issues in the home. Upon my move out i section, the i section took the keys and access to the home of May 28th, 4 days before the end of the month I paid rent for and 6 days before the end of my lease. I received the move out i section and pictures and noticed charges for the two days in June as well as damage to the home that was not present when I moved out. I responded to the local office disputing several charges such as carpet cleaning, patching and painting the wall that was damage after I left and have not received a reply in 14 days. I sent pictures with time stamps from the move out as well as all the receipts. No only is *** keeping my security deposit but they contractors are purposely damage homes in order to charge for repairs that were not present. This is fraud.

  

  Business Response

  Date: 07/07/2025

  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 for any confusion and troubles. Please know, the rent charges are accurate as your lease end date was 6/2/25 and you are responsible until that end date, per your lease agreement. As for the move-out charges, I am happy to have this looked into further and I have reached out to your Property Manager, ********, to do so. We do not damage the home in order to charge. If there are any charges that were charged incorrectly, we will correct. You can email 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 Answer

  Date: 07/07/2025

   
  Complaint: 23504569
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 07/10/2025

  Hi *********,

  Thank you for emailing and allowing us to resolve your concerns directly.

  Thank you,

  *****
  FirstKey Homes

• Initial Complaint

  Date:06/22/2025

  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.

  Firstkeys took our deposit and charged us excessive amount of money to move out. The charges were ridiculous because it was normal wear and tear. We left the home almost spotless with minor things like closet door off track.

  

  Business Response

  Date: 07/07/2025

  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 to hear about this but you moved out in June of 2024 and despite efforts to collect the balance that was due, which was accepted and understood, the payment plan agreed upon was not satisfied and your balance was sent to a 3rd *********************** in February. Please work with the collection agency to satisfy your balance due.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:06/21/2025

  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.

  FirstKey Homes called and asked if I wanted to renew my lease. I returned their call on the 28th of May and said I wanted to renew. They said thank you very much for renewing, lets take care of it now. They did not provide any further steps on what needed to be done to renew. They are now trying to charge me for a month to month lease which is $700 more than the rent. I have called 5 times, the staff answering the phones will not let me speak and they ignore what I say and interrupt. The first time I asked to talk to a supervisor, they would not allow it. They have also said someone will call me back and nobody has. The business is refusing to help and the staff answering the phones just repeats the same thing over and over. I have asked for them to review the previous phone call and they ignore me in that regard.

  

  Business Response

  Date: 07/07/2025

  Hi ******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with your lease renewal. I am sorry for any troubles and see that you were able to complete your renewal, starting July 2025. If you have any questions or need further assistance, you can email me at *************************************** and I will be happy to help.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:06/20/2025

  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.

  On Tuesday June 17th our A/C broke on a house we rent from FirstKey homes so I submitted a maintenance request. On Wednesday morning June 18 the maintenance request escalated up to an emergency since our home reached over 83 degrees. I was told numerous time that someone would call me that day to schedule a time to come out and fix it. I never received a call. The following day Thursday June 19th I called 3 times. I was told by one particular person that I would be called within the hour to have someone come out and fix the A/C and I never received any call. My house has been between 87 and 88 degrees and I have two small children a 5 yr old and a 2 yr old. It got to the point where I had to send them out of state to a relatives house because the heat was becoming a health hazard for the kids. I stayed back because I have animals that I am having to repeatedly put cold towels on to lower their temperature because they are over heating. On Thursday night my dog started vomiting from the heat. I woke up this morning sick and throwing up as well from the heat with extreme stomach pains. I called again this morning to try and get ahold of someone and was told they have no contact for any upper management. For 3 days this house has been unlivable and FirstKey homes does not care and come the first of the month they will expect me to pay a full months rent for a house that was unlivable in for 3 days now. They want to reap the benefits of being a landlord but dont care about their tenants and leave no way to get ahold of upper management for situations that have escalated into health hazards. I am writing to BBB because someone has to hold them accountable. My children and I are not just profit but we are people who deserve what we are promised in our contract. I know its a stretch asking for the 3 days to be taken off my rent due to this issue but Im asking anyways as well as some acknowledgment that they did not handle this situation correctly.

  

  Business Response

  Date: 07/07/2025

  Hi Alexa,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with your AC repair. I am sorry to hear you had any AC concerns and that there was any delays in the repair. I do see that this was resolved on 6/20/25. If you should have a similar situation where the temperature rises above 85 degrees in the home, please email me at *************************************** and I will be happy to assist.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

  Customer Answer

  Date: 07/07/2025

   
  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:06/20/2025

  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.

  Day 3 of no air conditioner at my house and all *** has done is reach out after a negative ****** review and STILL no follow up or resolution. Do yourself a huge favor and RUN away from this rental company.

  

  Business Response

  Date: 07/02/2025

  Hi *******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with your AC repair. I am sorry to hear of any delay in repair and two portable cooling units were provided during this time. This was completed on 6/20/25 and confirmed on 6/23/25.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes