Great Home, Poor Management
I was a resident for one year at a home managed and owned by FirstKey in North Phoenix. My three roommates and I loved the home itself, but working with this management company is incredibly frustrating. From the start, we had a variety of issues including, but not limited to: - No move in appointment was scheduled, even though it was offered. This resulted in us double paying electricity for months, and once I finally noticed it took months longer to rectify and refund us. It also resulted in us not having a keyed mailbox the entirety of our lease term, since this is a “resident responsibility” - It took months to add an additional roommate to our lease, and then a dog. Both additions took months for FirstKey to countersign and officialize. - Due to rain and storms, our roof was damaged and water leakage resulted in black mold growing in our home. It took months to repair the roof and mitigate for mold, and repair the dining room interior, which was unusable during the repairs. We were never given any type of financial compensation. During the repairs, FirstKey’s support team also hung up the phone on me when I called to discuss the timeline. They also came to the house multiple times after the initial damage was reported and ensured us it was taken care of, which greatly lengthened the overall resolution time. - We were told we would receive a move-out inspection and no one reached out to schedule with me - While preparing to move out, a lock box was placed on our door. The instructions would not allow us to open the lockbox. I was ensured by the Phoenix team that we could throw the key away after locking the door, but then received separate calls, also from FirstKey, that shared if we did not place a key in the dedicated lockbox we would be charged to drill the deadbolt and rekey the home. - Upon move out, I specified I would like our refund deposit instantly refunded via bank account multiple times, an option given to me by FirstKey, and this was disregarded and a check was mailed to me instead Overall, I would never rent from this company again. We did not feel supported and it seemed upon every issue, we were fighting the company to do what was right. Their customer service is infuriating. You cannot speak to anyone on the phone without first routing through layers of automated messaging systems then through an offshore call center. The house was a home to me and my roommates for the year we lived there, but regardless of the quality of home, we experienced so many issues, we would not rent from FirstKey Homes again.