FirstKey Homes

I am writing to file a compliant on First Key Homes/Property Management. The rental property that we occupied was vacated last month. A 60 day written notification was submitted as required to the Corporate Office in [redacted]. The property was well maintained during our residency. It home was cleaned prior to move out which was verified by a representative of First Key Homes during the move-out inspection. On numerous occasions we have unsuccessfully attempted to contact the local managment and corporate office in [redacted], **. Because of the lack of customer service that is not being provided and non-refunding of the deposit that was paid I am notifying you for assistance. The following are complaints that I have as it relates toFirst Key Homes/Property ManagmentLocal Office Corporate Office[redacted] e [redacted] XXXXX [redacted] XXXXX(XXX) XXX-XXXX XXX-XXX-XXXXFailure to refund deposit as stated in rental leaseLocal and Corporate staff lack of interest in resolving the situationLocal and Corporate staff failure to follow-up/thru on phone conversations as it relates refund of depositLocal and Corporate staff tossing/referring the situation to someone else but no resolutionLocal office failure to answer telephone callsLocal and Corporate office none responsive to voice mail messageShould you need additional information or to discuss; please contact me [redacted] at XXX-XXX-XXXX. Thank you. ** & [redacted]@aol.comDesired SettlementRefund of depositBusiness Response The tenant picked up and accepted the refund check dated 5/25/16 prior to filing this complaint. As stated by the tenant, the home was cleaned prior to move out and she did give proper notice. The only amount withheld from the refund was $52.17 for the replacement of mini-blinds. As stated in Paragraph 5 of the signed lease agreement, Management may use, apply or retain all or part of the Security Deposit to the extent required for the payment of any sum which Resident owes to Management herein, or for any sum which Management (or the owner) may expend for actual damages arising out of or related to Resident's abandonment of the Premises or default in respect to any of the terms or provisions of the Lease, and including, but not limited to any repair, replacement, cleaning or painting of the Premises rendered necessary or desirable by reason of the negligence, carelessness, accident, or abuse by the Resident, the invitees, guests, or members of the household.

I rented the residence at [redacted] Memphis, TN [redacted] from BLT Homes, I decided not to stay after my year lease expired and vacated the property on 05/30/15. I left the home in great condition and even did a walk through video and took pictures showing the condition of the home before leaving to turn the keys and fire extinguisher in on 05/30/15. I called on 6/12/15 to inquire about my deposit which was $925.00 and I spoke with Dawnyelle B[redacted] who told me that she saw comments about a check for my deposit, however; I would have to speak with Tammy M[redacted] reagrding what they call "the chargeback". I spoke with Tammy who advised me that my return deposit was $490.00, I then asked why money had been taken out and she preceeded to tell me that they were charging me $35.00 to hang a door (however the video shows all doors attahced), $100 to cut the grass (that they didn't cut and didn't need to be cut, I have pictures) and $250.00 to haul off a table and grill that was left on the patio (that I personally moved to my new residence) and $50.00 for leaving the garbage on the curb for the city of memphis garbage service to pick up (which they did on 06/02/15). I attempted to get this matter resolved with their Corporate office in Kennesaw, GA on 06/12/15 by sending their Resident Service Coordinator Shelia M[redacted] the videos and pictures showing the condition of the home and the patio table and grill and my new home. I attempted to do a follow-up regarding my chargeback dispute on 06/26/15 and as of today I still have not received a response or decision regarding my deposit.Desired SettlementI would like for the full return of my deposit as I fulfilled my obligations by leaving their residence in the condition it was when I moved into it.Business Response Consumer Response I do not accept their response for the following reasons, when I first filed my denial of their chargeback charges Tammy stated that I was being charged $235.00 for hauling off a patio table and grill, which was not true because I have the grill and patio set at my new house, she said it was $35.00 for a door to be re-hung yet the video show all doors attached when I left the residence on 05/30, she was charging $100 to cut the grass but I have photos and videos showing the grass didn't need to be cut and $50.00 for leaving the garbage on the curb for MLG&W to pick up which is service I pay for. After I filed the complaint with your office Tammy changed the charges, now it is supposed to be $35.00 to hang the door, $125.00 to haul away debris and trash and $175.00 to cut the grass. I asked Tammy what debris and trash did they haul away and she told me they will have to take the cable wire out of the house. The house was already cable ready when I moved in it and the cable was on as well, I had 2 additional cable lines put in and per their lease agreement number 11 states the tenant is responsible for all cost associated with installing utilities, however; it does not state that the cable wire has to be removed when leaving the residence. I have never heard of professionally installed cable being referred to as debris. Also, if the cable wire was an issue why wasn't it in the original charges that were listed. Tammy sent a check to me in the amount of $125.00 which I returned to their office because I am not accepting any money from them because I feel they are making up charges to keep some of my deposit money as you can see from the change in charges after the filing of my complaint. I have not receive any of my $825.00 deposit from BLT. I will be sending you the video of the house inside and out as well, it will come in a separate email because I have to send it via drop box due to the size limit. I have attached the section of their lease regarding the utilities. Please let me know if you receive the videos as I have sent them through drop box Thanks [redacted]Final Business Response

Moved out of house Feb.29,2016 left the house in good condition,clean all rooms.I have call and call but still have not received my deposit of $850.00Still waiting on the return of my deposit of $850.00 It's been almost 3 months.Desired SettlementWould like to receive my deposit backBusiness Response Due to a staffing change, there was a delay in processing the deposit accounting. We have completed the process and mailed a statement to the address Ms. [redacted] provided as well as e-mailed her explaining the delay with a copy of the statement. Due to move out charges, there is no refund to be processed. We apologize for the delay in processing.

A bad roof Leak,that has caused damage to the ceiling and walls, and MOLD TO GROW ON WALLS of the living room at the door entrance. MOLD!!! I moved into this rental property on Nov . 28th,2015. After a extensive rainfall this past month, I realized shortly after my move-in date that the ceiling had a leak and I was having to mop up puddles of water quite often everytime it would rain, so after the 2nd day of rainfall I immediately call [redacted] about the issue with no reply. So about 10 days later I noticed black spots showing up on the walls where the rain had leaked through.So I put in maintenance requests and emailed them. So finally someone called and said someone would be out. NO SHOW!! Meanwhile it continues to rain and the Mold shows up even worse...the paint has now washed away and the mold is very visible at this point.....been calling,emailing and even sent pictures at least 10 times in the past 38 days and they just keep brushing me off saying someone is coming and never show up. I'm convinced they knew of this mold issue and chose to paint over it and patch fix the leak when they rented this property. ...now I'm stuck in a lease of a potential health hazard!!!Desired SettlementI want them to come out and repair the shingles on this roof and fix this leak and rip out of this molded drywall on this whole side of my front entrance and replace it with new materialsBusiness Response Complaint received in our office 1/19/16. Company policy is to receive bids from contractors to complete repairs above a specified cost and to ensure we are using licensed individuals to complete the repairs. Intermittently, our maintenance department attempted to temporarily complete the repair until the bid(s) were approved. The bid(s) were approved 1/21/16 but due to inclement weather, the repairs cannot begin until the week of 1/25/16. We will monitor the progress and confirm that all repairs are completed to the satisfaction of the tenant. Our tenants' satisfaction is of our utmost concern and we will be sure to resolve any issues to the best of our ability.