Pathetic service

De Lucia Group's rental department is an absolute joke. As far as I know there are only two people in that department in Glen Marais. Both can't communicate with tenants and it seems that they also don't communicate with each other because I get different answers for the same question!

I gave my two month's notice at the end of October 2019. According to Jacqueline, the rental deposit refund process will start when I hand the keys over and they have 14 days to finalise this process. Which means I was supposed to receive my deposit back on the 15th of December as I returned the keys on the 1st of December. Even though I was supposed to move out at the end of December 2019.

After the 15th of December I started making contact with De Lucia regarding my deposit because I wasn't informed if the process was completed or not. Eventually I send an email to the accounts department asking them what's going on. The lady, Portia was very helpful and quick to respond. She couldn't do anything on her end because there were apparently 'discrepancies' with my account and that I should get in touch with the rental department so that they can get it sorted. I send another email to De Lucia, this time to Jacqueline and to Tiffane who are both in the rental department. Tiffane gets back to me a few days later after I personally send an email to her, AND Portia forwards my email that I sent to accounts, to Tiffane. So then Tiffane says the deposit refund process will only be done by the 15th of January 2020 because my notice was until end of December 2019. Understandable, yes.

But how is it that Jacqueline tells me one thing and Tiffane the other. Miscommunication is De Lucia's moto it seems.

I was complaining to De Lucia about the poor living conditions we had to endure at the apartment we were renting with them. I have a two year old. Needless to say, I was looking out for my child. There is a ****roach infestation in that apartment. I requested them to fumigate the place. No reply. Some kids in the apartment block threw out one of our windows. I request De Lucia to get if fixed. No reply. The kitchen cupboards are falling apart and poorly built with poor quality materials. I request to get the cupboards repaired. De Lucia sends a man to do a quote. I don't hear anything afterwards. The carpets in the living room and hallway were loose and my child was falling over the parts that were loose. I request De Lucia to get it fixed. No reply. I complain about cheap stick on tiles that go out of place by simply walking on the floor, like humans do, you know? No reply. I complain about people causing disturbances for hours on end throughout the night while intoxicated. No response. But let you be late on your last rental payment by one day, then all of a sudden you get emails asking when the payment will be made.

And you want to know the best part? We moved out on 23 November 2019 out of this dump of an apartment. We get a utility bill of R1089 from De Lucia for December's usage. I think the ghosts that were using the water, refuse and sewage had a grand old time. Since we weren't even living there anymore in December. De Lucia is a joke and a proper ****py rental agency.

ALSO be aware of De Lucia's pricing. When applying for this unit we saw the rental is R4055 per month with the R55 admin fee to De Lucia. We thought it was a bargain and very affordable because we had to urgently move to Kempton Park from Brakpan. (My husband and I both got work here). But 3 months into the rental, we get a bill from De Lucia. A utility bill?? After 3 months? For about R850! I thought it was a mistake and maybe it was meant for the owner. But oh no, it wasn't. When I asked De Lucia (Tiffane) why I'm only receiving a utility bill after 3 months there was some excuse about trying to get the account sorted but it took longer than expected or something. Really? REALLY? 3 MONTHS LATER?

So this boosted our rent to at least R4855 a month. The highest the utility bill ever was, was in the last month when we weren't even living there anymore! De Lucia was informed that we were moving by end of November 2019. They can't be this unreasonable!

Still no reply regarding the deposit refund. I know won't see my damage deposit back, because the unit did have damages like the loose stick on tiles and a broken door (the movers tried to prop our bed's base up against the door to get it upright and the door gave in where they pressed against the door with the base) we tried our best to fix it but we can't afford a new door (not that the reasons will matter to De Lucia anyways) and dirty walls (which they claim were painted before we moved in, but didn't look like it). They atleast owe me my key deposit and water & electricity deposit, which amounts to R2850. Hopefully someone will eventually reply to my emails and hopefully I get my deposit back soon. Very frustrated at this point.