Not a great first impression

Upon moving into the home with FirstKey, I encountered a major plumbing issue. It took FirstKey's maintenance team over a month to resolve the issue. As I type this review the issue has still not been completely addressed. The call center is not an effective way to communicate with tenants because the Support Center employees do not have the proper tools or information to address residents concerns. When asked very important questions about the status of maintenance request or how to get in touch with the property or maintenance manager, the only solution they can provide is to open a ticket that's sent to the managers who do not respond promptly. As tenants, we deserve better customer service and we should be provided the direct contact information (Company number and email) for our property manager and maintenance manager in the event of an emergency. The Support Center should serve as a way to enhance the customer experience and as an alternative method to get in touch with someone. We also deserve for someone to reach out to us directly to communicate when there are delays with maintenance request and to respond to us directly when issues are raised about the property.