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

  
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  FirstKey Homes

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

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  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

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  Firstkey Homes LLC

  6444 NW 5th Way Ft Lauderdale, FL 33309

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:06/20/2025

  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

• Initial Complaint

  Date:06/19/2025

  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 signed a lease on June 5th to begin renting on June 13th. After paying the security deposit, we were told by the website that we had a balance of $0, and our lease stipulated we pay $1770 48 hours prior to move in. This charge was never posted to our portal. We had to call the office multiple times with no response, and then we were told that we had not made a payment. We payed this amount to the portal, which turned into an unapplied credit, we had to sign two different leases, both with a changed move in date. On June 19th we tried to move in, but were not provided a code for the lockbox for the key. We waited outside for almost 4 hours, but never got the code. It is a three hour drive to get to the house. This is extremely unprofessional.

  

  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 access to the property you are renting. I am so sorry for the troubles and see you were able to connect with the team and gain access to the home. If there is anything I can assist you with at this time, please email me at *************************************** and I would 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

  Date:06/19/2025

  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.

  Submitted an application and paid application fees. Application was declined, reached out multiple times by text and calling. I have not received any response from the business about an explanation as to whether the application was for the correct property or a different property. I have attached photos for reference. I wanted to apply for ********************************************************************************************************

  

  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 denial. I am sorry to hear of your application results. The home you wanted to apply for was the home you were denied for. Please refer to your adverse action letter with instructions on how to look into your denial 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:06/18/2025

  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.

  Complaint Against FirstKey Homes Renting from FirstKey Homes has been a consistently frustrating and exhausting experience, primarily due to repeated maintenance failures and a persistent lack of accountability.Weve experienced recurring issues with essential appliances and systems. Our refrigerator broke down multiple timesrepaired three to four times before it was finally replaced. Our garage door has also been "fixed" several times, yet continues to malfunction.The most serious issue, however, involves the air conditioning unit. Last year, we raised concerns about unusually high electric bills for a home of this size, especially given our cautious energy use. FirstKey Homes dismissed our concerns and insisted nothing was wrong. Several months later, we received a nearly $500 billwell after the billing periodand still received no meaningful **************, during a severe Arizona heatwave with temperatures reaching 113F, the ** unit is once again failing. We are now on day 4 without proper air conditioning. Technicians have spent over 5.5 hours attempting repairs, but the unit still isnt functioning correctly. The temperature inside our home is now reaching 8384F, creating unsafe living conditionsespecially with three children and a dog in the household. Arizona housing law is designed to prevent exactly this kind of neglect. Our ** unit has been running non-stop for 4 days, so this is concerning.Despite repeatedly reaching out for help, including directly to ***** ******** (who previously downplayed our concerns), we have not received effective or timely solutions.There have been additional problems since we moved in, but the issues outlined above are the most critical. Renting a home should not come with this level of difficulty, stress, or risk to health and safety.We are requesting that FirstKey Homes take immediate and lasting action to resolve these ongoing problems and ensure the property is maintained to a livable standard.

  

  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 maintenance concerns in the home, specifically, the ** during the summer months. I am sorry to hear you have endured any maintenance concerns at all. I took a look at your account and I do see that each work order created was addressed in a timely manner as we will always work as quickly as possible to address any concerns, especially HV**. The HV** system was replaced last week and will hopefully cause you no issues during the summer. I do also see a new garage door was installed last week as well. At this time, no open work orders to address but please continue to create work orders as any new concern arises that is not resident responsibility.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:06/18/2025

  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.

   
  Complaint: 23485360
  
  I am rejecting this response because:

  I called the ********************* Line to pay for the month of May due to FirstKey Homes charging us for the full amount of rent, when we were only there for 5 days in the month of May. I called the **************** 24/7 hotline and attempted to pay online but was told that I could not, due to losing access to the mobile app account. I was told by the gentleman that I spoke to over the phone that the last month's prorated rent would be deducted from the Security Deposit. I was very intentional and specifically asked the gentleman if I would be charged a late fee when I attempted to make the payment over the phone and he stated I would NOT be charged a late fee. Because all of the customer care calls are recorded, there is documentation of this, if you need to confirm it. I have also since talked to ****** over the phone after I made this complaint and she stated that she would be removing the late fee for the month of May, as well as the maintenance fee for the "missed" appointment. However, I have still not received a final corrected invoice to show any amount that is owed. Since speaking with Admira, I have driven by the old residence to see if the new residents had received a package that was mistakenly delivered to the old address, and noticed that some of the "Move-Out Repairs" that we were charged for were not completed. I was charged for tree limbs to be cut and removed from 4 trees, however, each of the trees are still in the exact condition they were in when we left. The recycling bin, used by contractors before we moved in for shingles, was also charged to my account even though I requested removal the week we moved in (2023). This recycling bin is also still there and still full of all the trash that was in it before we moved in. These fraudulent charges totaled $300 ($200 tree trimming and $100 for trash removal). Each of the photos I have attached are date and time stamped, showing that I was charged for the work and over a monthand a half later, a new tenant has moved in, the work wasn't completed, and I was charged for the work. The tenant also shared a photo of the wall that had black mold on it, and it appears to have been painted over instead of repaired. This type of work is unsafe and also unethical.

  Please correct my invoice to only show charges for the repairs that were actually completed. Please respond to this message, through the BBB, so there is complete transparency in the communication that is sent. 

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

  named ***** told me verbally that our chargesfor trash removal (delayed due to storms), 4 standard blinds, and pressure washingwould be minimal. He said the $700 trash fee only applied to abandoned homes.But our final bill included: $700 trash removal $300 lawn care (not listed in move-out docs) $35 per blind $100 late fee (after I was told it wouldnt apply)Photo evidence included items that were there when we moved in or likely blew in from storms. We paid for yard service before moving out.I received the final invoice on June 1, dated May 15, with 5 days to dispute. I called daily and left voicemails. I was finally called back Friday at 5:39 PM and told nothing could be changed. I was threatened with collections. I am not stating I am not responsible for any charges, just ask that they are fair.FirstKeys own ethics code says they dont ignore complaints or charge for incomplete work. They broke that promise. Im asking the BBB to investigate.

  

  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 move-out charges. I am sorry for any confusion but you can absolutely dispute your move-out charges if you would still like. Please email me at *************************************** and I will request your charges to be re-evaluated. Please understand, this is not a promise anything will change. Rent was not paid for the month of May, so the late fee is valid.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

  

  Business Response

  Date: 07/10/2025

  Hello *******,

  The credits have been applied to your account for the trash out, landscaping, late fee, and service fees all totaling $705. You will be receiving a refund soon of $240.45.

  Thank you,

  *****
  FirstKey Homes

• Initial Complaint

  Date:06/18/2025

  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.

   
  Complaint: 23484254
  
  I am rejecting this response because:  What you are stating is not the truth. I Finally was able to speak to a supervisor on your customer service line on 7/1/25 and was informed that a return order had not been issued. The Supervisor advised me to get in touch with **** and ***** to which I explained the entire run down of emails and phone calls to both **** and ***** and that I have not been able to get a response since May 15th. The supervisor was able to pull up the emails and stated she would cc in their supervisor to ensure the situation was handled but could not explain why I was not issued a refund yet or why an order hadn't even been issued. She assured me the situation would be handled. I did receive a call from ***** @ 2:47 pm on July/1/2025 but was in a work meeting at the time so I could not take the call. She simply left her name and number, no information. I returned her call @ 3:05pm the same day and of course it went straight to Voicemail. I left a message and continued to call multiple times that afternoon with all calls going straight to voicemail. ***** has not returned my call as of 8:15 am on 7/3/25. I was also informed through email and through the supervisor that hold fee's are returned Via ACH, meaning electric transfers and NOT A CHECK which you stated in this response.  Please sell your you lies to somebody else because I am not naive and not going to back down from this fight. 
  
  Sincerely,
  
  *** **********d with communication and lack of customer service we had received as well as we had to find something guaranteed to be ready the following week as we had to be out of our current home and we had not heard back from First key until 5/18/25. We notified them immediately after viewing that we declined to move forward and asked for them to return our security deposit. I again followed up with the only person I could ever get to respond to emails about the refund on 5/30/25- to which they stated they would notify the property management company. I reached out again on June 9th, June 11th, June 13th, and June 16th all with no response. Mind you they give you phone numbers to call after they secure your money but absolutely nobody answers their phone as they all ring once and then goes straight to voice mail. Every email is returned with an automatic reply of " You have reached me out of my normal office hours" nonmatter what time of day it is. I WANT OUR $500.00 PRE-LEASE DEPOSIT RETURNED!

  

  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 prelease hold fee of $500 return. I am sorry for any delays but this was sent back to you on 6/24/25 and sent via ****. If you have not received the check yet, you should be receiving it soon.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

  

  Business Response

  Date: 07/07/2025

  Hello Joy,

  I am sorry if you feel that I am selling lies but I assure you, I am not. I looked into your account and there was a check request made and this is the information I relayed to you. If you would like to email me directly, you can do so at *************************************** and I will be happy to provide you any updates you make request or need there.

  Thank you,

  *****
  FirstKey Homes

• Initial Complaint

  Date:06/17/2025

  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.

   
  Complaint: ********
  
  

  Better Business Bureau
  RE: Complaint #******** - FirstKey Homes, LLC
  Date: July 6, 2025
  Consumer: Eralda Elouni-essalami

  
  Dear BBB Customer Relations Representative,
  Thank you for facilitating this complaint resolution process. After reviewing FirstKey Homes' response, I must respectfully inform you that their reply is unsatisfactory and does not resolve this matter.

  I am rejecting this response because:
  FirstKey Homes Has an Existing Agreement They Are Not Honoring
  On July 3, 2025, FirstKey Homes' Senior Vice President **** ***** contacted me directly and we reached a clear written agreement. Ms. ***** stated: "I understand this has been stressful and am glad we were able to come to an agreement. As we discussed, we'll be issuing a total refund of $1,500."
  This rapid electronic refund method was specifically promised to me in previous correspondence and was confirmed during our 40-minute conversation. Ms. ***** assured me this would be processed quickly with her team's assistance.
  FirstKey Is Not Following Through on Their Commitment
  Despite this written agreement, FirstKey has failed to honor their commitment:
  No electronic form was provided despite multiple requests
  Additional bureaucratic obstacles were introduced through different departments
  The promised rapid electronic refund has not been processed
  No concrete timeline has been established
  We Are Still Expecting the Rapid Refund as Promised
  FirstKey Homes has consistently represented that all tenants have the opportunity to participate in their rapid electronic refund system, particularly given the stressful circumstances of this situation. This rapid refund method was specifically offered to address the urgency of my case and was confirmed multiple times in our correspondence. We are still expecting FirstKey to honor this commitment and process the rapid electronic refund as stated by their Senior Vice President.
  ******* Response Contains Inaccurate Information
  ******* BBB response stating this matter is "resolved without agreement" directly contradicts FirstKey's own Senior Vice President's written commitment. This demonstrates a concerning disconnect within their organization and undermines confidence in their resolution process.
  My Position Remains Clear
  While I appreciate that FirstKey's Senior Vice President acknowledged the validity of my concerns with a $1,500 settlement offer,
  I respectfully request that BBB continue facilitating this matter. FirstKey has demonstrated a pattern of making commitments they do not honor, and their dismissive response does not acknowledge their Senior Vice President's written agreement.
  This complaint should remain open until FirstKey either honors their existing $1,500 commitment or provides a comprehensive resolution addressing all documented concerns.
  I appreciate BBB's continued assistance in helping both parties reach a fair resolution based on the facts and FirstKey's own documented commitments.
  Thank you for your time and attention to this matter.
  Sincerely,
  Eralda Elouni-essalami
  
  Sincerely,
  
  Eralda Elouni-essalami

  e-move out inspection, provided inadequate lease termination notice, and systematically blocked corporate escalation attempts.Utility Overcharges: FirstKey's own personnel confirmed maintenance issues caused $958.00+ in electricity overcharges, making these costs FirstKey's legal responsibility under Georgia Code 44-7-50, not mine.RESOLUTION SOUGHT Full security deposit return: $1,927.00 FirstKey pay utility bills: $958.00 Total due to consumer: $2,885.00 SUPPORTING EVIDENCE Thousands of maintenance requests, FirstKey superintendent's February 2025 confirmation of maintenance-caused utility overcharges, video evidence of ongoing maintenance issues, correspondence showing systematic obstruction of resolution attempts.FirstKey is engaging in unfair business practices by unlawfully retaining deposits through charges that violate Georgia law while forcing tenants to pay bills caused by FirstKey's confirmed maintenance failures.

  

  Business Response

  Date: 07/02/2025

  Hi Eralda,
  
  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 looked into your account and the number of emails that were sent similar to this complaint. You received multiple responses explaining the findings on your account and the validity of the charges. If you would like for me to post those responses here, I will, but at this time we have responded directly and this situation is resolved without agreement as the answers being provided are not what you are looking for, however, are our findings and final response.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

  

  Business Response

  Date: 07/07/2025

  Previous responses from FirstKey Homes:

  RESPONSE #1 - Sent on 6/20/25 (pictures were included in the response):

  Good afternoon,
  Thank you for reaching out and sharing your concerns. I appreciate the opportunity to provide more clarity, and Ive included a detailed breakdown of your utility and damage charges below.
  For your reference, Ive also attached a copy of your utility postings and a full ledger.
  I understand ****** recently walked you through this information as well, but I wanted to ensure you have everything in writing for transparency and peace of mind.
  If you'd prefer to review this in person, Ill be at the local district office on Monday by 4:30 PM and also have availability on Tuesday at 1:00 PM whichever works best for you.
  Utility Usage Details:
  For the period of 01/14 to 02/10:
  Water: $181.98
  Sewer: $167.65
  Credits Issued in April (due to high usage):
  04/10: $105.00
  04/14: $446.66
  04/21: $700.00 (additional utility credit)
  For usage between 02/11 to 03/11 (posted on 04/20):
  Water: $47.36
  Sewer: $50.61
  After the work order and repairs were completed the usage for this period stabilized back to normal usage
  Additional Support Provided:
  05/06: $615.92 concession for leak-related overages
  For the period of 03/12 to 04/08 (posted on 05/20):
  Water: $47.36
  Sewer: $50.61
  On 06/06, a late fee was initially assessed as this is system generated, and we credited it back due to your MO date of 06/05.
  
  Final Account Summary:
  June Rent: The rent for the first five days of June was not received prior to move-out, so it was applied to your security deposit in the amount of $338.33
  Move-Out Charges: During the move-out inspection, a few items were noted as beyond normal wear and tear.
  Photos are attached for your review. The charges include:
  Bathroom repair (upstairs): $30.00
  Trash removal: $200.00
  Doorbell replacement: $59.97
  Laundry room door: $25.96
  Full repaint: $350.00
  Kitchen drywall repair: $15.00

  Final Utility Charges (for 04/29 to 06/05 57 days of usage):
  Water: $189.08
  Sewer: $183.28
  Historical Averages During Your tenure:
  Water: $39.14
  Sewer: $41.42
  
  Over the course of your residency, we provided a total of $2,044.00 in utility credits between April and May 2025 which includes an overage credit of $1,774.93.
  Based on your usage stabilizing, the credit for the 03/20 period should have been $142.84 for water and $126.23 for sewer.
  ****** is also currently looking into the trash-out charge, as you shared that you returned that day to remove your belongings.
  If were able to confirm with the construction team that the items were indeed removed, well gladly issue a credit for that line item.
  I also wanted to follow up regarding your forwarding address. If you have one available, I can update your information in our system.
  Lastly, it appears that your refund may have been processed through Rapid Refund could you please confirm if that is accurate?
  Please dont hesitate to reach out with any questions or let me know if youd like to schedule a time to meet in person to review everything together.
  
  Warm Regards,
  ********

  RESPONSE #2 - Sent on 6/23/25:

  Good afternoon,
  Apologies for missing your callI was in flight and received your message upon landing.
  To recap our findings:

  - The charges on your account will stand as is and are valid.
  - A refund of $200 is being issued for the items left during move-out and picked up later that evening.
  - Regarding the electric charges, unfortunately, the utility account is in your name. Any concerns about usage would need to be addressed directly with your provider. As the service agreement is between you and them, we are not authorized to intervene or request an audit on your behalf.

  I have personally audited all work orders from the start of your lease through your move-out date. We have already applied $2,044 in credits between April and May for service issues that may have impacted your utility usage.

  Please also note that rent was not paid for the days in June prior to your move-out. The prorated rent for those days was deducted from your security deposit.

  Your total refund is $576.53, which includes:
  - $100.11 which was the initial refund on 06/14
  - $276.42 that is being processed this included a credit for $100 late fee, $94.36 final water adjustment, $82.06 final sewer adjustment
  - An additional $200 refund being submitted today for the trash out
  
  We are also still needing a forward address to update your file.
  If you could please provide that I will be able to update your account.
  I understand you may still have concerns, but I want to be transparent in letting you know that this has been reviewed at the highest level, and the decision is final. There are no further avenues for review
  
  Warm Regards,
  ********

  RESPONSE #3 - Sent on 6/24/25:

  Thank you for your message. Below is a detailed response to your concerns regarding the final move-out charges and other billing matters:
  
  1. Security Deposit $1,927.00
  As per Georgia Code 44-7-55, normal wear and tear is not chargeable against a security deposit. However, the following charges fall outside that definition and remain valid:
  - Paint Charges $350.00
  Repainting is not considered normal wear and tear after six years. The extent of wear required full repainting, which goes beyond what is expected from standard use.
  - Bathroom Repairs $30.00
  There is no documentation from your move-in inspection or subsequent work orders to support this as a pre-existing condition. This charge stands.
  - Doorbell Replacement $59.00
  As per your lease agreement, any modifications (such as added security equipment) must be reversed upon move-out. Failure to reinstall the original doorbell required us to replace it.
  - Kitchen Wall Cleaning $15.00
  The walls required significant cleaning due to accumulated dirt and grime, which exceeds what is considered normal wear and tear.
  - Trash Removal $200.00
  This charge was reviewed and has already been removed from your account.
  
  2. Electricity Overcharges $19,500.00
  We understand your concerns about elevated utility bills; however:
  - ************ account was in your name, and as such, this dispute must be addressed directly with the utility provider.
  - We do not have access to their billing or systems to validate or amend those charges.
  - While your claims of maintenance-related inefficiencies are noted, we have no verified records linking those issues to electrical overuse in a way that would justify a reimbursement from our end.
  
  3. Final Billing $580.50
  - June 2025 Rent $108.00
  Your lease term ran through June, and you are responsible for rent through that date, as stated in your lease.
  - Late Fee $100.00
  This charge has already been removed following review.
  - Water/Sewer Final Balances $372.50
  These charges have also been reviewed and corrected accordingly.
  - ********************* for 5 Days
  A pre-move-out inspection was offered. Unfortunately, the proposed time was declined, and no alternate time was coordinated. As the property was not inspected jointly, prorated rent remains due per the lease agreement.
  
  Regarding Safety Concerns
  We have thoroughly reviewed our records and would like to address your concern about the safety of the home.
  At this time, there are no Zendesk tickets, escalations, or documented reports indicating a safety-related issue with the property during your tenancy.
  Additionally, our records show that you renewed your lease five times, which typically reflects continued satisfaction with the condition of the home:
  - March 1, 2020 February 28, 2021
  - March 1, 2021 May 31, 2022
  - June 1, 2022 May 31, 2023
  - June 1, 2023 June 4, 2024
  - June 5, 2024 June 4, 2025
  
  As I stated in my previous communication, We appreciate you taking the time to share your concerns. Please know that we have conducted a detailed and comprehensive review of all related matters, including your documentation and account history.
  At this time, all items have been fully evaluated in accordance with our policies and procedures, and there is no additional internal avenue for further review or escalation.
  We understand this may not be the outcome you were hoping for, and we appreciate your understanding and cooperation.
  
  Warm Regards,
  ********

   RESPONSE #4 - Sent on 6/24/25 (pictures were included in the response):

  Good Evening, 
  
  I have reviewed the work order history, move out report, and all relevant information regarding this account. 
  
  Damages: The charges assessed in damages did take your tenure and what is considered normal wear and tear into account. 
  - The full cost incurred for paint was considerably higher than what we charged back.  The $350 was charged because there was additional damage to include holes, abrasions, and stickers on the walls.  Those are no wear and tear items. 
  - Bathroom hardware is not a wear and tear item. 
  - We do not install camera doorbells; we replaced it with a standard doorbell and that was charged back to you.  See photo for reference. 
  - You were not charged for a full house clean because that is considered normal wear and tear.  You were charged for the additional cleaning fee incurred for buildup that goes beyond what is considered normal wear and tear.  See photo for reference. 
  
  You were appropriately charged rent for the 5 days you maintained possession of the home in June.  You still had personal possessions on the property on the 5th when the move out inspection was completed.  Once you retrieved those items, we removed the balance for the trash out.  This was not an error in your charges, it was an adjustment because we no longer needed to remove personal items from the property.  
  
  We are not able to validate any claim regarding the safety allegations or electrical overages.  
  
  Please know that we have reviewed this account in detail and understand this is not the outcome you desired but the deposit accounting stands, and we do consider this matter closed.  No further action will be taken.  

  Warm Regards,
  ****

  At this time, this is resolved the decisions made by our leadership has been communicated in full previously.

  Thank you,

  *****
  FirstKey Homes

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23481373
  
  I am rejecting this response because:

  I NEED AN OUTSTANDING REQUEST FOR DOCUMENTATION
  Balance Receipt Request:
  As part of our  agreement, we require FirstKey Homes to provide us with an official balance receipt that clearly states and indicates that there are no balances owed from our leasing period from ********* with FirstKey Homes. This documentation is essential for our records and to reflect the agreement made regarding our discussion.
  Importance of This Documentation:

  We need this balance receipt to prevent any potential retaliation issues when leasing with other companies regarding our leasing history. Without proper documentation showing a zero balance and settled account, future landlords may receive incomplete or misleading information that could negatively impact our ability to secure housing.
  Request to FirstKey Homes:

  We formally request that FirstKey Homes provide this balance receipt promptly to ensure:
  Clear record of account settlement
  Protection from future rental application complications
  Proper documentation of our 6-year tenancy conclusion
  Prevention of any misunderstandings with future landlords
  CONCLUSION
  While we are grateful that an agreement was was reached, we want the Better Business Bureau and future consumers to understand that:
  We maintained our position that FirstKey Homes failed in their maintenance responsibilities
  We accepted far less than what Georgia law would have allowed us to pursue
  The agreement represents a fraction of our actual damages over 6 years
  FirstKey never acknowledged their responsibility for the maintenance failures and resulting overcharges
  We still require proper documentation to protect our rental history and prevent future complications
  This agreement  should not be interpreted as validation of FirstKey Homes' practices or justification for their treatment of tenants. We officially have accepted this recent agreement refund as of 07/07/2023 purely as a practical matter to move forward with our lives, but we need FirstKey to fulfill their obligation to provide proper account closure documentation.
  We hope this information helps the Better Business Bureau maintain accurate records and assists future consumers in understanding the full context of this agreement.
  Thank you for your continued efforts to protect consumers and maintain fair business practices.
  
  Sincerely,
  
  Eralda Elouni-essalami

• Initial Complaint

  Date:06/16/2025

  Type:Billing 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 am a former tenent of first key homes. During my move out process, I attempted several times to communicate with them. I was told by several customer service **** that they needed only a 30 day notice of use not renewing the lease, I gave about 40 days. They charged me a whole months rent for a late move out notice claiming they needed **************************************************************************************************** concerns. When we move out they kept our deposit ($1500) and still claim we owe them $2,000. They charged us crazy amounts for minor things and have sent this to collections. My major complaint is they charged me a months rent for the late notice even though several of the representatives they employ told us we only needed 30 days

  

  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 being charged an insufficient notice fee. I am sorry to hear about this but you provided notice to vacate on 1/27/24 and vacated on 2/26/24. Per your lease agreement, you are required to provide 60 days notice:

  3.5. Termination. Resident may terminate this Lease at the end of the Lease Term only by providing Landlord sixty (60) days prior written notice of Residents intent to vacate. Landlord may terminate this Lease at the end of the Lease Term by giving Resident sixty (60) days prior written notice or as otherwise permitted herein, unless excluded by state or local law, see state, city, or county addendum for more information If the Resident provides notice of less than sixty (60) days of the intent to vacate, this will be considered late notice, as an Insufficient Notice Fee, and the Resident will be charged Rent through the full sixty (60)-day notice period, prorated through the notice period.
  

  You were also provided this information upon submitted your notice to vacate by your Property Administrator, ******:

  Hello ****** **** and *******!
   
  Please review the attached documents regarding your upcoming move out on February 26, 2024.
   
  You are responsible for rent and utilities* through your lease end date as listed below:
   
  Current Balance: $XXXXXX
  February Prorated Rent: $XXXXXX
  February Prorated Pet Rent: $XXXXX
  Insufficient Notice Fee (30 days short): $XXXXX
  *Final utility charges subject to post move out. Utilities are always charged in arrears. 
  Amounts quoted above may not include any current charges on your account or other fees that may be incurred prior to your move out date. Please refer to your lease agreement regarding policy on charges.
   
  *If you have a pro-rated amount of rent due during your last month of rent; please be advised that the full amount of rent will be charged to the account for the month and you will ONLY need to pay the pro-rated amount of rent due for the number of days that you were quoted  (this does not pertain to any other charges that may be on your ledger). YOU WILL NEED TO CALL IN YOUR PAYMENT AS THE PORTAL WILL NOT ACCEPT A PARTIAL PAYMENT. If your move out date changes, this amount will also change.
  The payment processing center for call-in payments can be reached at **************.
   
  Pre-Move Out & Move Out Inspection Scheduling:
   
  You will have an opportunity to schedule a Pre-Move Out Inspection, prior to vacating the home with our Construction Coordinator. See information below for scheduling.
   
  Please reach out to Construction Coordinator, to book your Pre Move Out Inspection (1-2 weeks prior to move-out, occupied home).
   
  ***If you are not ready at your scheduled appointment times, you will be charged a trip charge of $75.00. Please allow up to 2 hours for inspection to be completed.***
   
  Soft reminder, please be sure that all garbage/trash is removed from the trash bins and curb prior on your move out date. Any trash left, regardless of scheduled pick update, will be charged accordingly to remove. Please be sure to contact your trash provider in advance to schedule this prior to your move out date in order to comply.
   
  Lastly, in order to send any move out correspondence and/or security deposit refunds (if applicable), please provide your forwarding address if you have not already done so.
   
  Have a fantastic day and please feel free to reach out if you have any further questions.
  
  Best regards,
  ******

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

• Initial Complaint

  Date:06/16/2025

  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 was charged for items that are normal wear and tear. They charged me for carpet replacement, and painting the walls. I even cut the grass before I left and they charged me for that as well. The house was pressure washed by them 2 months ago after I sent proof that I pressure washed the house, they charged me for that. I cleaned the entire house before moving. This company has been difficult the entire 4 years of my stay. I need help. I plan on reaching out to a veterans association as I am a disabled veteran to assist with getting a lawyer.

  

  Business Response

  Date: 07/02/2025

  Hi Nyshawna,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with your move-out charges. Despite being in the home for a length of time, we did not charge you for near all of the cost of the carpet repairs and painting, based off of a percentage calculated due to your time in the home, however, if there is damages that need to be corrected, the resident does still get charged some of this. You can dispute any of these charges and I would be happy to assist you. You can email me at *************************************** and I will have the Property Manager look, if you request.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  Date:06/16/2025

  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.

  Our air has been out for nearly a month. It was 80 degrees in the house and took them over 24 hours to give me a call back after submitting a maintenance ticket. Then that call was stating a technician would come out the following day (so 3 days after the air went out). A part has been delivered and installed, but now the technician has been here twice and has had to order another part and that will be installed this week making it a full month with no air. We have called asking for a rent credit but they keep telling me the work has to be completed. I finally told the woman I was speaking with that we would be requesting a full month credit and she told me that would never happen. On top of this theyre raising our rent again at lease renewal and have denied our request for hardwood floors, new appliances, or a fenced in yard. Weve lived in the house 6 years and theyre charging us more than other houses in our own neighborhood. There is literally no benefit or incentive to staying with this company other than the house itself. Were so fed up and over it.

  

  Business Response

  Date: 07/02/2025

  Hi Kaitlyn,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the ** in the home being out for a lengthy amount of time. I am so sorry to hear about this and I have reached out to the local team to have your account evaluated for a concession due to your ** troubles. I do also see a new work order was created for a new concern. This will be assigned to a service provider to hopefully resolve this concern fully. If you would like, you can email me at *************************************** but I do see your help ticket that is currently open and will monitor it and work with the team until you get a resolution there.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes