Unacceptable Negligence and Poor Customer Service by Fidelity Security

I am deeply disappointed with the level of service and professionalism displayed by Fidelity Security and their staff during an incident at Stay Easy, Pietermaritzburg, on 14 December. This experience has been nothing short of appalling and raises serious concerns about their commitment to providing adequate security and customer support.

On the night in question, my vehicle was reversed into and damaged by another driver in the hotel parking lot. Fidelity Security’s guards were on duty, yet they failed in multiple critical areas: Allowing a Drunk Driver to Leave Unquestioned: The individual responsible for damaging my vehicle was reportedly intoxicated. Shockingly, the security team allowed this person to leave the premises without identifying or holding them accountable. This is a glaring breach of duty and negligence.

Failure to Record Vehicle Details: Upon my arrival at the hotel, the guards failed to log my vehicle’s registration number—a standard and essential protocol for securing a parking lot. It was only after the incident, the following day, that they attempted to backdate records. This lack of attention to detail directly contributed to the inability to resolve the matter effectively

Unprofessional Conduct by Management: When I raised my concerns with Tim Heyns, the manager in charge, his response was shockingly rude, dismissive, and unhelpful. Rather than addressing the issue or taking ownership of the situation, he instructed me to "go do what I want" and refused to assist further. This attitude is unacceptable from someone in a leadership role.

Inconvenience and Financial Loss: As a result of their negligence, I have incurred multiple costs, including:

Fuel expenses and fees for obtaining quotes. A day off work to sort out this matter. The impending inconvenience of being without my vehicle for a week during repairs.

Despite all this, Fidelity Security has shown no interest in compensating me for the inconvenience and financial burden caused by their clear failure to provide adequate security services.

Why This Matters Security companies like Fidelity are entrusted with the responsibility to safeguard people and property. In this case, their actions—or lack thereof—demonstrated gross negligence, poor accountability, and a complete disregard for client concerns.

I strongly urge anyone considering using Fidelity Security to think twice. If this is how they handle incidents, one can only imagine how they would respond in more serious situations. For a company claiming to provide professional security services, their performance and customer service leave much to be desired.

Until Fidelity Security takes responsibility for their failings and makes significant changes to their practices, I cannot recommend their services to anyone.