Unbelievably terrible service

I am utterly disappointed and disgusted by the service I received at Engel & Volkers Potchefstroom. I had signed a contract with them (21 December 2021) on a rental space in a complex in Potchefstroom. After receiving the keys to the space (10 January), I did an inspection of the space by myself (14 January) and realised that the space was relatively dirty and dusty. I needed to get proper cleaning supplies. Apparently the unit had been vacant the year before. I cleaned the place myself but I needed professional help cleaning the carpet as I started getting a blocked nose, itchy throat and wheezing whenever I was in that room and there was straight red hairs on the carpet (I have natural African hair).

I reported this to my agent (Linda, on 20 January) and even sent pictures of what came off the carpet when I tried to sweep it. I told my agent that she can come have a look at it if she didn’t believe me and I availed myself to her for the inspection but that was ignored and she never came for the entrance inspection (this was the first violation of the contract because it says ‘a joint inspection must be conducted prior to occupancy…’). My agent said that the owner apparently had the apartment cleaned and if I want it clean, I’m going to have to do it at my own expense. I pleaded with them again that this is now a health risk for me and the place is not habitable for me (I continued to remind my agent that she can come and do the inspection at any time).

At the end of January, I got a professional carpet cleaning company to come and have the carpet cleaned because it was now a month and they didn’t seem interested in the fact that their rental unit was now a health risk to me. I then forwarded the carpet cleaning invoice to my agent and pictures of the brown water that came off the carpet, and I was still told that now I have to pay for it myself. The contract says I needed to give them a written notice of defects and wait 14 days for it to be resolved and I did that, they ignored me (second contract violation). All they said to me was that I accepted the place as is and I must pay for it myself (keep in mind that even then, no entrance inspection was done). I decided to go without paying rent until my issue was addressed (as now there was a breach of contact on their side) and the next time I heard from them they told me that the owner is going to send me an eviction notice if I do not pay my rent. I spoke to the rentals manager (Johandre) about my issue after hearing the eviction situation from my agent’s assistant. The rentals manager took my issue to the owner and all she (the owner) could say was she can pay me half of the carpet cleaning amount and I am not allowed to withhold my rent as it is a breach of contract.

They break their own contract stipulations and they expect me to uphold my end. They allowed me and expected me to stay in a space that made me sick and still live up to my end of the contract. I was told (by the manager) that not paying my rent can result in bad credit, and that I am going to need a lawyer if I want to plead my case. Hence, I was basically forced to pay my rent even though they breached their own contract first. This all ended with the manager telling me that the rent must be paid no matter what and that I am in no way allowed, even by law, to withhold rent for any issues that come up…

I feel like Engel & Volkers have not held their landlord accountable. I would have never expected something like this from a company that promises that their clients will experience first class and comprehensive service. I’ve been in Potchefstroom for 6 years and I have never experienced such prejudice from a housing agency.