140 Kingston Drive Mount Holly, NC 28120

House and location is great. Maintenance process, follow through from admin staff, response time has been very very poor. We don’t feel like our maintenance requests are responded to or resolved with any sort of urgency. Most times we can’t get any response from staff members even after multiple attempts to reach them via phone and email, and most times don’t ever get a response. We went over a month without a refrigerator, several weeks without a dish washer. We had a customer service rep call and apologize once, and she was great, but an apology without action behind it is useless. She was just saving face, but quality of service did not change. We are renting this home because we need to, not because we enjoy renting from Firstkey.

We enjoy the location and the home. The actual maintenance technicians that have come to fix issues in the home have been outstanding! The corporate staff and process surrounding those maintenance visits have been very, very poor. There seems to be a lack of communication and organization within the staff and in the maintenance process (left hand has no clue what the right hand is doing), and the tenant (us) suffers because of it. Our refrigerator stopped working 2-3 weeks ago and the issue still isn't resolved. Fridge still isn't working, food has been outside in the snow (good thing it's been cold). It took 7 days before we actually spoke with a human being about this after multiple calls/repair tickets/emails/etc. When we finally talked with people, everyone said the same thing, "someone will be calling you asap to resolve this!"....nope, didn't happen for several more days and time & effort on our part to try and reach someone. There's a severe lack of concern and urgency on the part of Firstkey towards resolving this issue. At this point, there have been 3 different 3rd party vendors here to inspect the fridge, and all of them have said the same thing - it needs to be replaced. Obviously. But no one has replaced it. We just need a refrigerator. We're paying rent in full, we're taking care of this home, but we're not receiving the full value of the rent we're paying because the property management company is not fixing essential items in a timely manner. What will Firstkey do to remedy this? Per NC law, there are channels we can take to make this right, and we're willing and able to pursue those channels. But, we would prefer Firstkey just do the right thing. I hope that Firstkey prefers to do the right thing as well...we shall see.