ComplaintsforFirstKey Homes

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The lack of customer service and empathy this company have for their customers is unacceptable. I am a past tenant and during my 4 years of living there First Key failed to resolve issues the home that I moved into wasnt properly maintained and inspected. When I moved out I clean the home following all the guidelines do they can render my my full deposit to me however this is not the case they are refusing to do so stating I didnt clean the unit and vacate on time which is a lie. I would like to report the lack of inconsistency and empathy they dont care about the customer.

  

  Business response

  09/17/2024

  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. I took a look at your account and see that you have been in contact with the team and further refund has been provided. I am sorry for the troubles but happy to see we were able to work with you on your disputes.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

  Customer response

  09/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/21/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been renting from First Key for about 3 months. We had a flood on July 15th submitted the request next day that we had a basement flood. Which is where my 14year bedroom is at. They scheduled a demolition contractor to come out that weekend. They removed walls, doors, bathroom, and baseboards. Is going to be 1 month and 1 week they havent done repairs. They have send vendors(contractors) after contractors to get quotes. All I get in response is they are looking over the quotes which I take is we are looking over prices to go with the cheap estimates. Even one of the vendors stated First Key is known to do that so they could pay less. At this moment I still havent received an update but are quick to send a sheriff to serve me because I was late. I have called and email multiple times all I get we are escalating this request. My son is sleeping in the sofa or floor in the living due to his room being inhabitable conditions. Im at the point of getting a lawyer and to fix the repairs deduct from the rent as stated I could so on cook county renters rights. I have attached picture of the service request that are the same.

  

  Business response

  09/16/2024

  Hi ****,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the repair work needed after you experienced a leak in the home. I am sorry for any trouble and delays that you experienced but it was not a quick repair and does take some time, along with gathering quotes to make sure the right vendor is hired. I do see that all work has been completed as of last week.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

  Customer response

  09/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, yes i understand it takes time as I have supervise construction work and construction clean up for my employer and personal. 
  I do suggest to read IL Cook County tenants rights as this had to be repaired or started in the 14 days after the basement was flooded with rainwater. It was not a leak it was water from the sum pump. 
  I do appreciate the response. I have also submitted more WO as due to the delay of repairing the basement we are now suffering of spider and fire ant infestation in my sons room. Im still waiting for a response 
  Sincerely,
  
  ***************************

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house is condemnable. There is black mold. That does nothing to fix the mold. My dogs and I are getting sick from it. My back deck is NOT in code. It is falling off the house and is pulling siding off. Siding is rotting all over the exterior of the house. The yard wasn't even cut when I moved in and the upstairs reeks like dog pee and the carpet is stained. My downstairs bathroom was clogged and flooding when I moved in. I moved in May 15, 2024. The front railing was significantly loose and requested repair as a disabled woman, which wasn't fixed for 3 months. It isn't stable and I have nearly fallen multiple times. I fell due to the poor condition of the back deck, I slipped and nearly couldn't walk for 2 days. I placed numerous maintenance orders that SURPRIZE were deleted but I have the emails. I have done all the proper requests but have to lose it on the people online to get any thing fixed. This house wasn't even cleaned but the move out form states I need to prove it was cleaned when I leave?!?!?! YOU DIDN"T ENSURE IT WAS CLEANED WHEN I MOVED IN!!!! None of the cabinets close and all of the cabinets and vents have mold. We use a dehumidifier and DampRid always...still mold everywhere. The ** is barely cooling two of the rooms. Technician states unit too small for home! This was all noted on my move in report along with all the other issues. I do not feel safe living in this house, and I fear for my son, service animals, and self. Black mold can lead to numerous medical concerns. There is no way anyone bothered with this one and I highly doubt you would let you family live here.

  

  Business response

  09/16/2024

  Hi *********,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the status of your home. I understand that you have hired legal representation and all further communications and resolution attempts will go through the attorneys.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

  Customer response

  09/16/2024

   
  Complaint: 22159689
  
  I am rejecting this response because my lawyer is now handling everything 
  
  Sincerely,
  
  *******************************;

  

  Business response

  09/16/2024

  Hi *********,

  I am aware and can not assist any further. All communications and resolutions will go through your lawyer and our representatives.

  Thank you,

  *****
  FirstKey Homes

  Customer response

  09/16/2024

   
  Complaint: 22159689
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My home ac stopped working 8/5/2024. Interact temperatures were 86 degrees at this point. I immediately submitted a maintenance request - anything over 85 degrees is considered emergent. An appointment time was given of 1-5pm, but the appointment was reschedule to 8/6/2024. A technician came out but could not fix the issue. However he did provide a portable unit that has not lower internal temperatures, but has caused our electrical breaker to continuously flip. We did not hear from anyone 8/7/2024. On 8/8/2024 after I emailed the property manager, the head of maintenance called to advise me a technician had been ordered out to our home for 8/9/2024 8am-12pm to replace a piece in the ac unit. Today is Friday 8/9/2024 and we have not hear from anyone. Everyone we try to contact either does not answer, or reads from a script offering no resolution. I requested lodging compensation or reimbursement and was declined. This business has been unprofessional, shows lack of empathy and proves their only concern in collecting rent.

  

  Business response

  09/16/2024

  Hi Tierra,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the ** concerns you had in the home last month. I am so sorry your ** caused you any troubles at all. In looking at your work orders, it appears that we attempted to repair the unit as quickly as possible and with any delay, the portable unit was installed to provide temporary relief until the vendor could complete the repairs. I see that this occurred and no further work orders for the ** have been created since.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

  Customer response

  09/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Company charged me $12,000+ when I moved out for no reason, then started charging returned check fees for the false charges.The company never returned the rental deposit paid and sent the massive bill they gave me to collections. When I called about this, the agent did not know how to fix the problem or what was wrong.

  

  Business response

  09/06/2024

  Hi ******,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the balance that was left on the account when you vacated in July of 2022. I am sorry for any inconvenience but in looking into your account, you have previously spoken with your Property Manager, ******, and she explained the situation to you at that time. In looking at your ledger, there were a number of rental payments that were made that were returned for insufficient funds, starting in March of 2022 and carrying on through the remainder of your time in the home. The balance that was accumulated was due to no rental payments made and fully processed as having sufficient funds since March of 2022 through July of 2022; the balance due continued to accumulate until move-out. As you were informed, this balance due has been sent to 3rd Party Collections and you will have to pay this balance due to them.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  08/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  First key Homes keeps giving me the runaround. They were here Saturday for an air conditioner repair and was to return today to replace the affected part. I have called four times today and none can give me direct answer in when I will get my air conditioner fixed. Its been four days in 97+ degrees heat with inside temperatures nearing 90 degrees. I have a family member that requires breathing machine and its unbearable temperatures to stay cool. Furthermore, they informed me that I must make a repair to the external home that was damaged by a recent hurricane. Very poor customer service.

  

  Business response

  08/30/2024

  Hi *****,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with ** concerns. I am sorry that the first repair did not resolve the issue. I do see that your follow up work order was created on 8/5 and resolved the following day on 8/6 by replacing the condenser fan motor. I do not see any work orders for the ** concern since then so I am happy that this repair resolved this concern.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes
  

  Customer response

  08/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I moved out the house I was leasing and they stuck me with a huge up charging me for saying I didn't give them a 60 day notice which I did and I tried calling to setup up payment arrangements and the person I spoke with ***************************** was not willing to accept an arrangement from me but he was telling me I can pay half and the other half in 30 day's I told him that wasn't possible for me

  

  Business response

  08/30/2024

  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 on your account. Unfortunately, in looking at your account, you permitted a resident in the home that was not on the lease and that remained in the home despite any notice to vacate previously submitted. Your Property Manager, ****, reached out to you on 5/14 to inquire about the person in the home that remained that gave your name as the person who permitted her to stay in the home. Due to this, the notice was canceled and an eviction status was filed on the home as no response was received to this communication that I am able to see. If you would like to speak with your past Property Manager, please email me at ************************************** and I will be happy to connect you with **** in an effort to resolve but all attempts since have gone unanswered.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

  Customer response

  08/30/2024

   
  Complaint: 22095346
  
  I am rejecting this response because:
  Hello just because someone drives my name doesn't mean I gave them permission to stay I told them that was a squatter and they took it upon themselves to allow them to stay I gave them notice that I was vacating once my lease was up so anything after may 8th has nothing to do with me
  Sincerely,
  
  *********************

  

  Business response

  09/06/2024

  Hello *******,

  This is not the information we were provided and not what your account memos have recorded. If you would like for me to connect you with your previous Property Manager, please email me at **************************************.

  Thank you,

  *****
  FirstKey Homes

  Customer response

  09/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied for rental property with FirstKey Homes,with Leasing consultant ************************. Property address, ************************************* . I sent in an application fee for $113 another application fee for $55 plus fee. I received a notice that my application was excepted. We can move forward with the rental process. I literally received a noticed that the property was rented. I questioned the leasing officer to how she could have me apply for a property thats already rented and money deposited and received. My complaint is I would like to receive a refund of $113 application fee. return back to my account.. because it is against the Law to rent a property when its already rented. Also, receive application fee monies .First key Homes did send me a check for I believe $55 but ignored the larger deposit fee of $113. Monies was taken from my Navy Federal credit Union account for $113 . The other account was Educational Federal credit Union, in the amount of $55 I believe. Im looking for. Complete refund

  

  Business response

  08/30/2024

  Hello,

  This complaint does not have an applicant's name attached to it, rather, has our leasing agents name and email address for her also provided. I have no way to look into this and assist. If you would like any assistance, please email me at ************************************** and I will be more than happy to assist you however I can.

  Thank you,

  *****
  FirstKey Homes

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are doing Unethical and Unscrupulous business practice by adding an fraudulent fee to my rent and attempting to bully me into paying it. I strongly believe that they are harassing me regarding this fee because I chose not to re-sign my lease this year. I have been in correspondence with ***************************** from first key homes regarding a service fee that was wrongfully added to my account. However, she didn't try to help me clarify the service charge validity. ****************** and *****************************( another property manager) are trying to bully me into paying a $150 service fee for a service I never requested. (My original email on 7/18/24) I was charged for a maintenance call when my a/c went out for a few days. he *** asked me on the call why I was not renewing my lease and I told her that my lights had not been working in my room or dining room. The *** said that the technician would look at it to see why the lights were not working when the tech came to fix the a/c. (****************** response 7/19/24) Hi ********, After reviewing your maintenance request, we determined that the issue(s) you ***orted are considered the responsibility of the resident per your lease agreement, and we will now close this request. You were charged a $150 resident service fee because the technician documented that you were using the incorrect light bulbs for your fixtures. Light bulbs are considered resident responsibility. To review residents responsibilities, please consult your lease. My response 7-19-24 why would I be charged for a service call regarding my lights when the service call was actually for my a/c? Also I tried other light bulbs in those sockets and it didn't work. I Never asked the technician to change out my light bulbs and from my understanding he was just checking to see if those sockets were receiving electricity. In which checking the electricity voltage coming from a socket is Not something that the tenant is responsible for according to the rental agreement .

  

  Business response

  08/30/2024

  Hi ********,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the Service fee you were charged on 6/3. I see the cor***pondence you are referring to and posted in your complaint and that you are questioning why you were charged when the service call was for your a/c but in looking at your work orders, that is not the case. Your work order, 1330412, was created specifically for the lights per your note to the call center agent "Lights flicker in multiple rooms and *** already changed the light bulbs". As per the ***ponse from your Service Manager, *******, light bulbs are ***ident ***ponsibility and this work order was created due to the light bulbs flickering and that is why you were charged the fee and the fee will remain.
  
  We take this matter seriously and thank you for your patience as we looked into your comments.
  
  Thank you,
  
  *****
  FirstKey Homes

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into one of firstkeys home on July 19, 2024 and on July 20, 2024 the downstairs bedroom has been flooding due to the rain. It has been raining literally everyday so the carpet and underneath the carpet is completely flooded and distroyed. I cant finish unpacking due to the flood down there in that room and now the smell is horrible on top of the flood. I have main numerous call after my request to have it fix but no one has been back here to fix it they came out one time to see it and that was it. This is unacceptable I cant even enjoy and set up my home due to this and its been like this the day after I moved in which so far is 2 weeks with the issue still remaining.

  

  Business response

  08/30/2024

  Hi ****,
  
  We have received your complaint and appreciate the opportunity to work on this with you. The complaint implies challenges with the water intrusion in the home. I am so sorry that this happened at all and that this is how your experience started in the home. I see that your work order was created on 7/20 and out team is working as quickly as possible to resolve a foundational leak. Unfortunately, these are not quick and easy repairs but we will continue to work with the Service Provider, Complete Tenant Finish, and within your schedule to complete this repair so that is it not a problem moving forward. Should you need any further assistance, please 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 response

  09/03/2024

  they are partially finish the work they have to put the wall up and sand and paint it once they are completely done then I will let you know that they are finished 

  Customer response

  09/03/2024

   
  Complaint: 22087816
  
  I am rejecting this response because: 

  From: ***************** <********************>
  Sent: Tuesday, September 3, 2024 12:23 PM
  To: info <***************************************>
  Cc: Complaints <*********************************************>
  Subject: Complaint ID: ********

   

   

  I was just informed by the company who fix the flooding that putting back up the drywall was not apart of what they quoted you, and it not on their contract. So I now a hole in the wall thats now not getting fixed. so again I still am unable to use that room. See photo below.

   

  *****************

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

  

  Business response

  09/06/2024

  Hello ****,

  I understand. As I had mentioned, this is not a quick fix and we are working with the vendor on completing the repairs as quickly as possible. If you would like, please email me at ************************************** and I will be happy to connect you to your Service Manager to talk this through further.

  Thank you,
  

  *****
  FirstKey Homes

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩