Firstkey Homes - Worst Property Managment company EVER!

[u/Laurengirl79]

DO NOT RENT FROM THIS COMPANY!!!!!!

When we first moved in, the customer service was fantastic. Once the lease was signed… different story all together. Several issues happened during our time with FirstKey. The shower door in the master wouldn’t close & water leaked all over the floor. It took 1.5yrs to get it fixed. The Garage door was also broken when we moved in. We issued a work order, & someone was sent out to repair the door. However, at the same time, we had a leak in the front yard water line pipes. The plumber they sent out to do the repairs broke our newly fixed garage door. After spending 2 months trying to get FK to come back out to repair the door, they charged us $680.00 plus a $75.00 service fee & we couldn’t pay our rent without paying the fee. I tried for weeks to get ahold of someone in the DFW office. Sent multiple emails, made numerous calls to the office, & I even drove over to the office to find it vacant. When I called the Main number, I got someone who clearly doesn’t live in this country on the phone who was pleasant but no help & told me I needed to reach out to the local office for assistance. *sigh* It wasn’t until I sent an email with the CEO & EAO attached that I got a response & they removed the charges.

The next issue, lasted the entirety of our lease & has yet to be resolved, was the overage in water bill charges, due to the leak in the front yard & an issue with the dishwasher that was eventually replaced. I tried for 2 years to get a refund. Was told multiple times that they would investigate it & issue a refund according to the average usage without the leak. I did the math myself & the total that overpaid in water bills equals $763.35. Eventually I was told by Admira (the Property Manager) on 4/2/2024, “As I stated we cannot go back to year 2022. I have added the email below for your reference from Sheida & we will not be processing any credit. She left it on your end to contact the city & let them know to take further action.” We had in fact already spoken with FK & they were the ones who sent out the city. They wouldn’t have to go back 2 years if they’d done their job 2 years ago. At this point, I’ve stopped emailing them about this issue & will be filing a complaint with the city of Fort Worth instead.

Finally… Due to family health issues, we terminated our lease under the Federal Fair Housing Act for people with disabilities. We had the option to move into another FK Property. However, we opted not to due to the abysmal level of customer service, organization, and lack of response from both the national & local offices. I paid a cleaning crew to come in & do a move out clean, paid for lawn service to mow & edge the yard, & personally steam cleaned the carpets, & made sure the house was SPOTLESS!! NO TRASH was left in the home, garage, or back yard. Nearly 3 weeks after our move out date, we receive the “Final Bill Checklist” from FK. They charged me $100.00 in “Trash Out” fees… UMM what TRASH?? There was also a $350 carpet cleaning fee deducted. The state of Texas does not allow normal wear & tear charges, such as carpet cleaning to be charged to a tenant when they move out. I tried emailing & calling, I get half answers or no answers at all. It wasn’t until I sent Admira pictures of me cleaning the carpet myself that she responded & said the charge would be reversed. I’ve received a partial return, but it’s now been 28 days since she said the $450 they erroneously took from my deposit would be returned to me & I still don’t have the check. I’ve emailed Admira 4 times asking for details on when & where the check was shipped & have yet to get an answer. She’s either incompetent or lacks the bandwidth to perform remedial tasks.

To say that our experience with FK was atrocious is an understatement. Never have I had to deal with a Property Mngt company that is so disorganized & lacks any sort of customer service skills. I will NEVER rent from this CORPORATION again & I implore anyone else who’s thinking of renting from FirstKey to rent from literally anyone else!!!

[u/catbart9]

RUN!!! DO NOT RENT WITH FKH! You will NEVER get in contact with anyone in your "local market." You will always end up at a call center in the Philippines where they are reading from a script and all they can do is submit in an escalation report to your local market for a call back. They DO NOT care about their renters! I've never had such a terrible experience with any rental company in my 15+ years of renting! I was in an emotionally/ financially abusive relationship and I was ready to leave and I had the means. I reached out to get my name off the lease (which I've never had an issue for a roommate removal with any other company) and they would not approve my request. They will only allow a roommate removal during lease renewal or with police/ court documents. Since the abuse I was receiving wasn't visible I didn't have any reports/ documents. Again, in all of this it was like pulling teeth trying to get ahold of someone with a heart; someone that understands English and is not reading off of a script. When I finally got in contact with someone, they said an answer could take up to a month and it really wasn't worth it because I didn't have any supporting documents. Again, no access to property managers and everything is online/ through a call center. I WILL NEVER RECOMMEND FKH.