Complete Lack of Property Knowledge

I am renting a beachside apartment through Engel & Volkers in Lagoon Beach, Cape Town. During heavy winds, as is common to the area, the glass sliding door facing the beach was blown off of its rail, fell onto the balcony and shattered. We notified our agent from Engel & Volkers Bloubergstrand, and we were told that as tenants it was our responsibility to pay for and replace the sliding door. After a week of back and forth and involving one of the directors they finally acknowledged this was the owners responsibility as there was no negligence on our part. After a week of having a broken glass door and no way to secure our property, the door was eventually replaced. Now, a month down the line they have come back claiming we need to pay for a portion of the door. I am in utter shock of the lack of knowlowdge the agents of this branch show. Does Engel & Volkers not have any requirements for the staff they **** to understand the industry in which they work?