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:07/31/2022

  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 submitted a work order for my broken A/C unit before 7am on 07/29. I submitted the order as an emergency as it was growing increasingly hotter in my residence and I am 8 months pregnant. On 7/29 I never received a follow up call from any technician regarding the order, I did receive an email at 4:22pm stating the order was forwarded to a third party company. I never received a call from that company. On 7/30 I contacted FirstKey Homes at least 7 different times regarding the work order I submitted on 07/29 and received no help. Every call center support worker stated that the on-call techs would call me soon after concluding the calls but this only happened once. At 10:49am on 07/30 an On-Call tech contacted me stating that he forwarded my work order to a third party contractor and I should receive a call soon. Over two hours passed and I never received a call, I googled the number for *********************** handyman to verify the order was received but was informed that their company denied that work order on the previous day due to their work load. I then called FirstKeys on call tech several times and did not receive an answer. I contacted the call center again and was told the tech would reach out to me, this never happened. After another hour or so I called the on call tech again and informed him of my conversation with *********************** handyman and he stated he was not aware that the order was sent back but that he would contact his superior and attempt to locate a new third party company. I was contacted later stating that a new order was created and I would receive a call from the new third party vendor, this never happened. I contacted FirstKey Homes around 4pm on 7/30 regarding filing a complaint and speaking with management and was informed my work order was escalated and that a manager should contact me soon, this never happened. On 7/31 I contacted FirstKey to follow up and was informed I couldnt file a complaint and that someone would call me but never has.

  

  Business Response

  Date: 09/12/2022

  Hi ********,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the ** troubles you experienced in the home. I am so sorry that you had any HV** concerns at all. I took a look at your account and I do see that we were able to action on this as quickly as possible with portable ** and service completed on 8/4. Please know that if you have any further concerns and need additional assistance, do not hesitate to 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: 09/13/2022

   
  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:07/31/2022

  Type:Order 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.

  We have had constant communication issues with this company, our AC was out for nine days and nobody came to look at it for four, despite being emergency temp in our house. When it finally got resolved, we were promised a week off our rent ($582), AND compensation for our electric bill because it was the fault of the company that our AC unit was leaking Freon for months before we even moved in. ($612). Not to mention the $300 we were supposed to have off for HOA fees that havent been paid yet. These were all heartily promised to us, and yet suddenly now that the first is here, no one cares to answer their emails about it and no credit has been applied to our account. Plus the fact that I ask to ONLY be communicated with through email for the purpose of a paper trail and everyone at FKH likes to ignore that fact and purposefully not respond to emails is entirely frustrating.

  

  Business Response

  Date: 09/12/2022

  Hi *****,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with move-in and AC concerns. I am so sorry that this occurred as we work hard to avoid this experience for all of our residents but unfortunately, it did happen. I see that a concession for your concerns was added to your ledger on 8/1. I do hope that this helped to make things a little better as we know we can not change the experience that you had. If you ever need additional assistance, please email me at ************************************** and I will be happy to assist you or get you further assistance.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:07/28/2022

  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,On 6/15/22 water was pouring out of a light fixture in a bedroom on the second floor that my sons share. I called the maintenance number, and was told it was an emergency. The person on call instructed me to put a bucket under the leak, and to dry the area as best as possible. She said it was an emergency, and that someone should reach out to me quickly. I told her that the website mentions emergencies are typically responded to within 12 hours, but she said it may be quicker. Instead it took and entire 22 days for someone to come to the house to access the damage. I spent weeks making phone calls- calling customer service and maintenance. At one point I had a point of contact who asked for pictures, since at this point there were large cracks forming on the ceiling and it was sagging. Eventually he stopped responding. I continued reaching out, and after 22 days of trying an HVAC person came to the house. Earlier that day the majority of the ceiling fell into my sons room. Everything- the beds, floors, dresser, etc. was covered in wet insulation, which damaged their bunk bed and resulted in various possessions being thrown away. This was 3 weeks ago, which is the same day I reached out to customer support. I had to clean up all of the wet insulation, empty their bedroom, and now there is a massive hole in their ceiling, rendering the room unusable. When I called customer support I was told that a property manager would respond to me within 72 hours- it has been 3 weeks with no response at all. I have called many other times, and directly emailed the property manager and have been ignored.The tech that evaluated the damage stated that the destruction was due to lack of proper maintenance, and that my children and I are living in unsafe conditions, and FirstKey refuses to respond. I am being ignored, my rights as a renter ignored, and the damage is not even getting fixed 1.5 months later. I am beyond frustrated by how FirstKey has treated this.

  

  Business Response

  Date: 08/31/2022

  Hi ******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with a leak in the home that lead to your bedroom ceiling caving in. I am so sorry to hear about this! I have been in contact with the local team and I understand that your Assistant District Director, *****, has been in contact with you and the process of repair is ongoing. Once the repairs are completed, I believe just the ceiling build-back is left to complete, the team will put together a concession for your troubles.

  If you are having any troubles at all with the repairs, please email me at ************************************** and I will be happy to assist you.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:07/28/2022

  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 a eviction on my record from this housing business that is not suppose to be there because I paid this company before we left In the amount *****. In court the judge said that the amount was paid then there would be no eviction. This took place on 06/11/2019.

  

  Business Response

  Date: 08/31/2022

  Hi *******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with an eviction on your background. As I mentioned to ******, I do not see your name as a resident with FirstKey Homes and I would be happy to look into this further for you. Can you please email me at ************************************** and let me know the address you rented 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:07/28/2022

  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.

  Paid first key ****** all of their money and they still put a eviction on my credit thats stopping me from renting

  

  Business Response

  Date: 08/31/2022

  Hi ******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with an eviction on your background. I am sorry but I am unable to locate you in our system with the name used for this complaint, the number or the address. Can you please email me at ************************************** and let me know the address you rented so that 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:07/28/2022

  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 maintence technician came to my house June 15 2022 because my oven smelled like gas he told me they would replace my oven. Today is July 28 2022 and I still do not have a oven. I have called texted and emailed them and still no oven has been delivered to my home. I called about getting my rent prorated and they continually transfer me to different departments and continue to ask for a supervisor and no one has returned my calls for them to prorate my rent for this issue. The last customer service representative I spoke with hung ** in my face this has been the worst experience I've had with a rental company I've paid my rent on time for the last two years and I am very disappointed with how this company is handling this situation.

  

  Business Response

  Date: 08/31/2022

  Hi *****,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with your gas oven and the replacement of it. I am sorry that there were any delays. It appears that securing the oven was the problem and although there were delays, we were able to have it delivered and installed on 8/2. I do see that you have been in contact with your Property Manager, *******, and have spoken through the concerns you have had. I also see that a concession for the oven concerns was posted to your account on 8/15.

  Again, I am so sorry for the troubles you encountered as we work hard to have any issues like this avoided.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:07/28/2022

  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 moved us into a dirty home. They promised it would be cleaned properly before we moved however that was not the case. They sent a cleaning company the day of and it was hardly touched. Extremely filthy from the previous tenant. Developed hay fever as a result of the carpet being infested with dust mites. Requested the air ducts be professionally cleaned as well as the carpets be professionally steamed cleaned. Made these requests at the beginning of July. They sent someone from FirstKey homes to "inspect" my home and say I need these services. They told me they would have third parties reach out to me to schedule services, and nothing has happened yet. Now the house has no water pressure and we are unable to use the shower or bathtub. Hardly any water comes out of faucets. Toilet only works sometimes. There are electrical problems -also noticed by the plumber they sent out. Plumbing can't be fixed until electrical is addressed in the home. I NEED HELP, WE CAN'T LIVE LIKE THIS. The house is dirty, it's affecting our health and our wellbeing. I want these issues addressed or I want to break my lease without any penalties. They used old photos for the listing. This house was in horrible condition given to us. Feel like I'm being robbed of $2200 a month for this dump. Having a real hard time getting connected to people in this company to find a reoslution for ALL OF MY PROBLEMS WITH THIS HOUSE.

  

  Business Response

  Date: 08/31/2022

  Hi *******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the move-in condition of your home. I am so sorry to hear about this and I would like to know if this is currently ongoing. If it is, can you please email me at ************************************** and I will be happy to assist you directly.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:07/28/2022

  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.

  First I started filling Applications with Firstkeys homes. I called the company about a property that was in Midlothian then I ask them the same thing that I ask about this property thats in Glenwood my question was what are the qualifications or requirements thats these properties are asking for and the address in Glenwood is ***** Saint ******** ave, and thats the property that I was more interested in that was in Glenwood so its took me like a month so find out thats I wasnt qualified for this place they had me go all the way to this place in ******* ******** and one of the places they didnt have a business there anymore and I drove a hour away from where I stay and then I found out where they was really at in ******* ******** and I went there and this guy name ****** wasnt there when I end up getting there a hour after he left he left at two I got there at three and he was one of the people that talk to me over the phone and said he will help me with my application but the lady that was in charge came out to talk to me and emailed me some people that will help me with my application even though I came a hour away from where my destination was at. So all of that and one was not business oriented because they kept giving me the runaround about this house I kept calling asking questions because I was getting confused. They keep giving me different numbers to call and I kept asking them about the application price to, they told me the price but it never showed up on the application when I finish the application. Then I asked to speak to the supervisor or somebody thats in charge when I called first keys home but they kept saying that they gonna tell me the same thing they dont know what was the requirements auto credit score I was supposed to have and one of the ladies told me its no requirements if I have Section8 I am everything is going to be OK I guess that was a lie they was very rude and most of them Didnt even know what to do or what was going on

  

  Business Response

  Date: 08/31/2022

  Hi ******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with your application process. I am sorry that you had any concerns or difficulties. I do see that you applied on 7/26 and there was a determination on your application that same day. Unfortunately, there is not much we can do but you can contact SafeRent Solutions to discuss your background check results 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:07/28/2022

  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.

  Keep putting in work orders on defective gas oven that won't stay working . At this point it's an Hazzard to my kids and elderly mother. First keys keeps canceling work order stating not an maitance issue. No one has come back out to even look at it or even show up for the appointments we have made. No show and no call from the service / maintenance department is uncalled for.

  

  Business Response

  Date: 08/31/2022

  Hi ***,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with your gas oven. I am sorry if there were any troubles but it looks like the oven has been replaced. If it is an ongoing concern still, 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