FirstKey Homes

I applied for a home with first key homes and I was "supposed" to be dealing with Cynthia and have called and emailed for days asking for a call back because I wanted to make sure all additional information was received like the e-mail suggested. I called from an alternate number and of course that number was called back but hung up on and did not answer when I attempted to call back. I have no idea where my application stands with this company. This was one of the most unprofessional experiences I ever had. Technically I am still waiting on a call back. Although I guess I could say she called back my alternate number even though she hung up. Upon calling 844-395-3959 and the message says long wait times and submit a web request I have yet to speak with anybody. I did however submit a web request and heard nothing back… but I am sure that went to Cynthia as well.

**Prefacing this by saying: I am making this as detailed as possible to recount my story so no one else wastes money with this pathetic company**
If I could give this company less than 1 star I would. The process began towards the beginning of January, with me scheduling a self tour at a home, only to arrive and find the door had been busted in (should've taken this as my sign from the beginning – not safe at all). I was then called by one of their leasing agents (Mandisa) and was initially given decent assistance, she helped me set up a tour of another property and also assured me the first home I attempted to tour, with the door busted in, would be fixed if I was still interested – yea definitely not. After touring a few properties, we did find one that we liked a lot and wanted to submit an application for. We were told that their application portal was under maintenance and I would have to wait till January 16th when the site was live again to submit our application. When the day came, I submitted my application no later than 12 p.m. on January 16th. Upon getting to the portion of the application where myself and other roommates were required to sign the addendum pages, we continued to receive an error message "parameter not valid" which would not allow us to complete the application. I immediately shared this with Mandisa and attempted to contact her via both phone and email. I attempted to call their sad excuse for a customer service number as well during this time, only to wait on hold with the option to leave a phone number for them to return my call when it was my turn. Do you think I ever got a call back from them no? I also submitted tickets through their online customer service portal, to which I also never received any response. So, the next day I decided I'd just wait it out on the customer service line, you know how long it took before I was able to speak with a representative? 3 hours!!! Only to be told that I would have to delete my existing application and fill out a new application using a different email address! what?! All this to say, I do so and get the addendum pages signed and get to the final step of paying for the application ($50 per person that is 18+ on the application – so a total of $150 for myself and two roommates). This entire time, I still have not heard anything from Mandisa (supposedly the leasing agent for my area) but instead, a week after paying my application fee, receive a phone call and email from a woman named Sade at around 8 p.m. on a Saturday evening. She asks if I would be the only person submitting income verification, to which I immediately emailed her back and responded that I had already provided my income documents which clearly show I alone make enough to cover the 3x monthly rental requirement. One of my roommates is a student and my other roommate was trying to get her documents from her accountant, but quickly asked if my income alone was not sufficient since I met the requirement on my own. Again.. crickets. I hear nothing back from their team. I then attempt to call Sade first thing the following Monday morning to follow-up and left her a voicemail, again I hear nothing back. We then get to the last week in January and I reach out to both Mandisa and Sade (because at this point I'm not really sure who is actually suppose to be helping me) and ask if there is anything additional I need to be submitting to help speed up this process. Finally I receive a response from Mandisa about an hour after I sent the email that says the following: "I have noted your application. It is pending the final review. Processing time from the day you submit final docs is a couple business days at this time." Now maybe I am missing something here, but at this point we have been going through the motions with this company for close to a month, initially applied this home the first day we could due to their system update, they've already taken $150 for application fees, and claimed that my application was in the final review stages, it seems like we should pretty much have this house in the bag, right? Well a week later (Feb 4) I receive an automated email from Mandisa stating I qualified for the rental price for the home, but unfortunately this home was no longer available. But don't worry, your application is still good for 45 days after initially paying your fees on any other FirstKey Home, a lot of good that does me when they took half of that time from me just letting me know I didn't get the house. I wish I would've taken the time to read other's reviews before applying to a FirstKey Home! Do yourself a favor and don't get involved with this company, their customer service is awful and they completely lack communication skills.

My experience with firstkey rentals. I moved in on July 2018. I wish I had read the company reviews. Nevertheless, the house was in a convenient location. I took photos upon moving in and everything seemed fine. It was not until I started have maintenance issues that the trouble began. First was damage to the outside fence that took several calls to get taken care of. Next, water leaking through the roof. This never got fixed. They would send someone out to paint over the damage, of course it would leak again, and again.
Finally, sent someone out to check the roof and attic. Lord, let me tell you what they found. How about rodent infestation, wet wood beams that the guy says could be mold. Again, instead of fixing they told him to only paint over it, which never happen and the rodents, I guess are still there because it was not addressed either.
Because of these things, covid and change in income status I chose to terminate my lease early. I gave a 60 day notice and thought that would be acceptable. My mistake. To think humanity would prevail. I asked about the move out inspection and was told no one could meet me due to covid. How ironic, right? Again, I took photos. I left the house in better condition than when I found it minus the rodents.
On January 6th I received a move out statement of charges 3690. The withheld my security deposit which left a balance of 1915. They then charged me 30.98 for damages, some of which were from the water damage they only painted over, that continues to come back.
I spoke with Chis from corporate, who is an ass by the way. He informed me that there is no normal were and tear. So even though the water damage is from there unfixed issue the charge is what it is and only their photos matter.
I would not recommend firskey nor the house located at 2411 quaker landing rd. Although, they did fix the roof. They did not repaint (Chris stated they only have to paint every five years) nor did they fix the attic, mold or rodents.

Bev, was patient, kind and very helpful. I am thankful to have spoken with her.

Shannon exhibited excellent customer service. very helpful

Writing this review because Robert which was assigned to do my pre move out walk-through left a great last impression for First Key. He was communicative, on time and friendly! Thank you Robert!!

She was a great representative answered my question and very polite. Thank you Ms Dorsey

Ms.Dorsey was great very informative and patient overall .

Ms. Dorsey, you did an amazing job today. I look forward to speaking with you next month

The best customer service I have enjoyed in a long time

Sandra was a great help with my payment needs. I had been having problems adding my card and she walked me through the process and was such a great help !

Natalie Jones (Property Admin Asst) has and still is a great asset to First Key. She's quick to respond to emails and explains anything clearly. The Pool family (tenants in Sugar Creek, MO) appreciate her deeply!

Ms. Dorsey was a wonderful help today!!

Where do I begin? Whenever Ruben Hernandez is scheduled for any issue in my home, he is professional, knowledgeable, and courteous. I must mention that his work is excellent. He鈥檚 truly an asset to FirstKey Homes Houston.

It is so reasurring to know that Jasmine Daniels is on the other end of your telephone call, She has never said she was going to do something and not do it. She is a person that you can leave a voice message and know that YOU WILL get a call back. Jasmine is a representative any company would be proud to have!

Hellen was super nice and pleasant over the phone. I paid the remaining balance for the rent. It was quick and easy.

I have had not hot water for 5 days, I have called and called and put in a work order and no replies. The pilot light will not stay lit, this has happened before. I cant do dishes or take a bath, I pay high rent and it always takes forever. I am ready to move out of the house. I will never rent from a rental company again.

Sandy is a beautiful person she help me out from day one. This is just for sandy thank you so much for all you do to help first let鈥檚 get better

Helen Calderon was Very professional and understanding during the call. Really appreciate it.

Shannon was a joy to deal with. I unfortunately have to make a late payment on rent for the first time and was stressed about it. She made it easy and was extremely friendly. Great asset to the FirstKey team.

Helen provided great service! She was very kind, helpful, patient and pleasant to speak with over the phone.

Sandy provided superior customer service. I had called to inquire about the increase in my rent, which she explained was the utility bill. She then offered to set up an autopay for the utilities. She also suggested that I set a limit of $300, and if the bill exceeded that, someone from First Key would call, as this would indicate there's a problem somewhere. I really appreciated her wide-angle-lens view.

Helen was very helpful and answers all the questions i had

Ms Dorsey was very pleasant and articulate! She resolved issue and provided excellent customer service.

Derrick was great!!! I was very upset, and he was patient, knowledgeable, and understanding! Thanks again, Derrick!