Great customer service

Lovena Pepito was excellent!

Alejandro Ruiz me atendio muy bien, fue amable, y atendio todas mis dudes.

I called to discuss my payment options for rent as I was laid off from my job and although FirstKey does not provide many options Fritzie was great in providing me with information and helping me feel better. Great customer service on her part!

Keith is awesome. Always helpful and has a great attitude. Spoke with him several times and he always provide great customer care.

Fritzie was exceptional and very professional.....she was very knowledgable with answering my questions as to why we were paying $55.00 extra per month when our rent amount is $3355.00. She assisted me with resetting up my auto pay so that -- we would be paying the correct rent amount.

David F, muy educado, amable y ha hecho un buen trabajo las veces que ha llegado a mi casa, muy buen trabajador, ordenado, limpio. Y profesional en su trabajo. Es por eso que soy 5 estrellas.

Alex is one of the first person that I've talked to at firstkey that make me feel comfortable, she was very pleasant. She took the time to answer my questions and provide solutions to my issue and most importantly help me resolve it....If I could've given 10 stars I would

So far my experience with First Key has been phenomenal, meeting Miriam put the icing on the cake as she was very knowledgeable and detailed with providing move-in information as well as expectations as a renter and for First Key.

Multiple attempts of getting heater fixed with horrible service that caused a major delay to get service. This is our second night with unbearable temps in our home at 50 degrees and below with outside forecast at 15 degrees. We have children in the home 2 years old and 14. First request for emergency assistance due to weather temps was called in yesterday 2/18/25 and tech came out 2/19/25 and completed order after informing us he fixed the issue. The heater was still not working and continued to blow out cold air. Customer service was horrible (Moa) documented incorrect information and failed to expedite the second work order request to further delay getting our heater fixed. I called customer back to get a status update after waiting hours. The request was finally expedited to the on call service and James, came by shortly after. James wasn’t able to fix the issue due to he wasn’t familiar with the newer model unit and tech support was closed to walk him through fixing the heater, it was 10:30pm, James couldn’t get a hold of anyone to get a hotel voucher, all stores that are open are sold out of space heaters. This is unacceptable and cruel to not have any options to be warm. By the time I was told it couldn’t be fixed by James, there was no time to make alternate plans. My family and I are freezing for the second night in a row. James and Wen were the only 2 employees that tried to help and they provided professional customer service. My family is freezing for the second night in a row do due to the actions of the other first key employees and lack of options to provide proper emergency help after hours when all of the other departments close at 5pm. Update: 02/20/25 it’s now 1:24 and no one from First Key homes has not contacted me to get in our heater fixed. I don’t know what else to do. My anxiety is getting the best of me it’s the worst it’s ever been in my life. I don’t want my kids to go to bed freezing and constantly in bed because it’s too cold to do anything else. Update- 02/20/25 4:21 My 2 year old grand baby is now running fever. This is not livable conditions. I haven’t received a call from anyone with First key homes. I called back to get an update and I got the same thing, Jean, the call center rep informed me, “she updated the request and a manager will contact me for sure today” She couldn’t give me a name of the person who she couldn’t give me a name of the manager that’s going to contact me. I don’t blame Jean she’s instructed to do. But she sounded very scared and started stumbling over her words like she would get in trouble, when I ask her the name and department this manager worked in. It was sad. I really wanted to fix this issue between first key homes and myself, however, IlI will now open up to social media and the news stations. The lack of professionalism and empathy that first key homes lacks is mind blowing. children are having to be in these freezing temps. It’s not a natural disaster that’s causing us to be in this situation, it’s due to first key homes is not fixing the heater that is not working during this coldest days DFW has seen, it’s record breaking!