ZD
Zandile D
1 reviews | Active since May 2025
01 Jun 2026, 20:34
Disrespectful Management and Poor Communication at The Herringbone Apartments
Disrespectful and unprofessional management, coupled with poor communication, made this an extremely disappointing experience.
From the outset, both the agent and the manager were dismissive, disrespectful, and unprofessional in their interactions with us. Rather than treating us with courtesy and assisting us in resolving the situation, they showed little regard for the inconvenience and stress their lack of communication caused.
Despite having made full payment for the apartment, we were prevented from moving in upon arrival with all of our furniture and belongings. The most frustrating aspect of the experience was that important rules, requirements, and conditions were never properly communicated to us during the application and payment process. We were only informed of these issues after arriving at the property, which caused significant inconvenience, unnecessary costs, and considerable stress.
It is unacceptable for tenants to make full payment, prepare for move-in, and then be denied access because crucial information was not disclosed beforehand. The entire experience reflected poor communication, a lack of transparency, and a serious lack of professionalism. I would strongly encourage prospective tenants to ensure that all requirements and conditions are clearly communicated and confirmed in writing before committing to this property.
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Replies (4)
Ithemba Property Management's replyOfficial
08 Jun 2026, 08:07Dear Zandile,
Thank you for taking the time to share your feedback. We are sorry to hear that your move-in experience did not meet your expectations.
We understand the frustration and inconvenience caused by the delay in your move-in process. Following your concerns, the Portfolio Manager met with you directly to discuss the matter and explain the circumstances surrounding the lease completion requirements.
As this was a joint application, it was necessary for both applicants to sign the lease agreement before occupancy could be granted. Prior to your arrival, our leasing team had communicated that the lease had not yet been fully executed, as one applicant had not completed the required signing process despite follow-up communication. Unfortunately, without a fully signed lease agreement from all parties, we were unable to finalize the move-in process.
The lease was ultimately signed by both applicants at approximately 5:00 PM on the day in question. However, due to the timing of the completion and the administrative processes required thereafter, a key slip could not be issued immediately, which prevented the move-in from taking place as planned that day.
We recognize that this situation was disappointing and understand the frustration it caused after you had made arrangements for your move. While the requirement for all parties to sign the lease is an important compliance and contractual obligation, we acknowledge that the outcome was not ideal and regret the inconvenience experienced.
At Ithemba, we are committed to improving communication and ensuring that expectations and requirements are clearly conveyed throughout the leasing process. We appreciate your feedback, as it helps us identify opportunities to enhance our customer experience.
Thank you for your understanding, and we wish you all the best in your tenancy.
Best Regards
Ithemba Property
Thank you for taking the time to share your feedback. We are sorry to hear that your move-in experience did not meet your expectations.
We understand the frustration and inconvenience caused by the delay in your move-in process. Following your concerns, the Portfolio Manager met with you directly to discuss the matter and explain the circumstances surrounding the lease completion requirements.
As this was a joint application, it was necessary for both applicants to sign the lease agreement before occupancy could be granted. Prior to your arrival, our leasing team had communicated that the lease had not yet been fully executed, as one applicant had not completed the required signing process despite follow-up communication. Unfortunately, without a fully signed lease agreement from all parties, we were unable to finalize the move-in process.
The lease was ultimately signed by both applicants at approximately 5:00 PM on the day in question. However, due to the timing of the completion and the administrative processes required thereafter, a key slip could not be issued immediately, which prevented the move-in from taking place as planned that day.
We recognize that this situation was disappointing and understand the frustration it caused after you had made arrangements for your move. While the requirement for all parties to sign the lease is an important compliance and contractual obligation, we acknowledge that the outcome was not ideal and regret the inconvenience experienced.
At Ithemba, we are committed to improving communication and ensuring that expectations and requirements are clearly conveyed throughout the leasing process. We appreciate your feedback, as it helps us identify opportunities to enhance our customer experience.
Thank you for your understanding, and we wish you all the best in your tenancy.
Best Regards
Ithemba Property
Ithemba Property Management's reply08 Jun 2026, 08:07
Official
Dear Zandile,
Thank you for taking the time to share your feedback. We are sorry to hear that your move-in experience did not meet your expectations.
We understand the frustration and inconvenience caused by the delay in your move-in process. Following your concerns, the Portfolio Manager met with you directly to discuss the matter and explain the circumstances surrounding the lease completion requirements.
As this was a joint application, it was necessary for both applicants to sign the lease agreement before occupancy could be granted. Prior to your arrival, our leasing team had communicated that the lease had not yet been fully executed, as one applicant had not completed the required signing process despite follow-up communication. Unfortunately, without a fully signed lease agreement from all parties, we were unable to finalize the move-in process.
The lease was ultimately signed by both applicants at approximately 5:00 PM on the day in question. However, due to the timing of the completion and the administrative processes required thereafter, a key slip could not be issued immediately, which prevented the move-in from taking place as planned that day.
We recognize that this situation was disappointing and understand the frustration it caused after you had made arrangements for your move. While the requirement for all parties to sign the lease is an important compliance and contractual obligation, we acknowledge that the outcome was not ideal and regret the inconvenience experienced.
At Ithemba, we are committed to improving communication and ensuring that expectations and requirements are clearly conveyed throughout the leasing process. We appreciate your feedback, as it helps us identify opportunities to enhance our customer experience.
Thank you for your understanding, and we wish you all the best in your tenancy.
Best Regards
Ithemba Property
Thank you for taking the time to share your feedback. We are sorry to hear that your move-in experience did not meet your expectations.
We understand the frustration and inconvenience caused by the delay in your move-in process. Following your concerns, the Portfolio Manager met with you directly to discuss the matter and explain the circumstances surrounding the lease completion requirements.
As this was a joint application, it was necessary for both applicants to sign the lease agreement before occupancy could be granted. Prior to your arrival, our leasing team had communicated that the lease had not yet been fully executed, as one applicant had not completed the required signing process despite follow-up communication. Unfortunately, without a fully signed lease agreement from all parties, we were unable to finalize the move-in process.
The lease was ultimately signed by both applicants at approximately 5:00 PM on the day in question. However, due to the timing of the completion and the administrative processes required thereafter, a key slip could not be issued immediately, which prevented the move-in from taking place as planned that day.
We recognize that this situation was disappointing and understand the frustration it caused after you had made arrangements for your move. While the requirement for all parties to sign the lease is an important compliance and contractual obligation, we acknowledge that the outcome was not ideal and regret the inconvenience experienced.
At Ithemba, we are committed to improving communication and ensuring that expectations and requirements are clearly conveyed throughout the leasing process. We appreciate your feedback, as it helps us identify opportunities to enhance our customer experience.
Thank you for your understanding, and we wish you all the best in your tenancy.
Best Regards
Ithemba Property
ZD
Zandile D's updateReviewer Update
08 Jun 2026, 11:01Dear iThemba
Firstly, I do not appreciate this apology, as it does not accurately reflect the facts of what occurred. This is particularly concerning given that we had a sit-down meeting during which I clearly explained the sequence of events to your team. The wording used in your response is misleading and implies fault on my part where there was none.
Firstly, I do not appreciate this apology, as it does not accurately reflect the facts of what occurred. This is particularly concerning given that we had a sit-down meeting during which I clearly explained the sequence of events to your team. The wording used in your response is misleading and implies fault on my part where there was none.
The statement regarding the lease process is incorrect. The lease was sent to us at approximately 12:00 PM on the day in question. At no stage was there any communication that the lease needed to be signed before 16:00 on the same day in order for us to take occupation. Expecting tenants to review and sign a legally binding document within approximately five hours, without communicating any deadline, is entirely unreasonable.
Because no deadline was communicated, I reasonably assumed that sufficient time would be provided to properly review and sign the lease. Please do not imply that it was ever communicated to us that failure to sign before 16:00 would prevent us from moving into the apartment. That is simply not true.
Furthermore, my partner signed the lease before 16:00, and there is documentary proof of this. I signed shortly thereafter, at approximately 17:00. Therefore, any suggestion that both parties signed after 16:00, or that the delay was caused by our failure to sign the lease within a reasonable timeframe, is factually incorrect. It should also be noted that no deadline had been communicated to us, nor were we informed that signing after 16:00 would affect our ability to take occupation of the apartment.
In addition, all required payments, including the first month's rental and all occupation-related amounts, were paid in full before the agreed occupation date. At no point were we informed that we would be denied access to the apartment due to a key slip requirement. This issue was never communicated to us beforehand.
The delay in sending the lease was on your side, not ours. Sending a lease on the day and expecting it to be reviewed and signed within a few hours, without communicating any deadline or consequences, cannot reasonably be attributed to the tenant.
I therefore maintain my position that reimbur*****t for the first night's accommodation remains justified. During our meeting, it was agreed that this reimbur*****t would be provided, and I expect that commitment to be honoured.
I would appreciate a response that accurately reflects the facts discussed during our meeting and confirmation regarding the reimbur*****t.
ZD
Zandile D's update08 Jun 2026, 11:01
Reviewer Update
Dear iThemba
Firstly, I do not appreciate this apology, as it does not accurately reflect the facts of what occurred. This is particularly concerning given that we had a sit-down meeting during which I clearly explained the sequence of events to your team. The wording used in your response is misleading and implies fault on my part where there was none.
Firstly, I do not appreciate this apology, as it does not accurately reflect the facts of what occurred. This is particularly concerning given that we had a sit-down meeting during which I clearly explained the sequence of events to your team. The wording used in your response is misleading and implies fault on my part where there was none.
The statement regarding the lease process is incorrect. The lease was sent to us at approximately 12:00 PM on the day in question. At no stage was there any communication that the lease needed to be signed before 16:00 on the same day in order for us to take occupation. Expecting tenants to review and sign a legally binding document within approximately five hours, without communicating any deadline, is entirely unreasonable.
Because no deadline was communicated, I reasonably assumed that sufficient time would be provided to properly review and sign the lease. Please do not imply that it was ever communicated to us that failure to sign before 16:00 would prevent us from moving into the apartment. That is simply not true.
Furthermore, my partner signed the lease before 16:00, and there is documentary proof of this. I signed shortly thereafter, at approximately 17:00. Therefore, any suggestion that both parties signed after 16:00, or that the delay was caused by our failure to sign the lease within a reasonable timeframe, is factually incorrect. It should also be noted that no deadline had been communicated to us, nor were we informed that signing after 16:00 would affect our ability to take occupation of the apartment.
In addition, all required payments, including the first month's rental and all occupation-related amounts, were paid in full before the agreed occupation date. At no point were we informed that we would be denied access to the apartment due to a key slip requirement. This issue was never communicated to us beforehand.
The delay in sending the lease was on your side, not ours. Sending a lease on the day and expecting it to be reviewed and signed within a few hours, without communicating any deadline or consequences, cannot reasonably be attributed to the tenant.
I therefore maintain my position that reimbur*****t for the first night's accommodation remains justified. During our meeting, it was agreed that this reimbur*****t would be provided, and I expect that commitment to be honoured.
I would appreciate a response that accurately reflects the facts discussed during our meeting and confirmation regarding the reimbur*****t.
Ithemba Property Management's replyOfficial
18 Jun 2026, 10:26Dear Zandile,
Thank you for your detailed feedback and for taking the time to share your experience with us. We appreciate the opportunity to understand your perspective and acknowledge the concerns you have raised, as well as the discussions that have taken place regarding this matter.
After carefully considering all the information available and reviewing the circumstances, we are satisfied that the matter has been thoroughly assessed and appropriately addressed.
We appreciate you bringing your concerns to our attention, as resident feedback is important to us and helps us continually evaluate our service and processes.
We wish you all the very best going forward
Kind Regards
Ithemba Property Management
Thank you for your detailed feedback and for taking the time to share your experience with us. We appreciate the opportunity to understand your perspective and acknowledge the concerns you have raised, as well as the discussions that have taken place regarding this matter.
After carefully considering all the information available and reviewing the circumstances, we are satisfied that the matter has been thoroughly assessed and appropriately addressed.
We appreciate you bringing your concerns to our attention, as resident feedback is important to us and helps us continually evaluate our service and processes.
We wish you all the very best going forward
Kind Regards
Ithemba Property Management
Ithemba Property Management's reply18 Jun 2026, 10:26
Official
Dear Zandile,
Thank you for your detailed feedback and for taking the time to share your experience with us. We appreciate the opportunity to understand your perspective and acknowledge the concerns you have raised, as well as the discussions that have taken place regarding this matter.
After carefully considering all the information available and reviewing the circumstances, we are satisfied that the matter has been thoroughly assessed and appropriately addressed.
We appreciate you bringing your concerns to our attention, as resident feedback is important to us and helps us continually evaluate our service and processes.
We wish you all the very best going forward
Kind Regards
Ithemba Property Management
Thank you for your detailed feedback and for taking the time to share your experience with us. We appreciate the opportunity to understand your perspective and acknowledge the concerns you have raised, as well as the discussions that have taken place regarding this matter.
After carefully considering all the information available and reviewing the circumstances, we are satisfied that the matter has been thoroughly assessed and appropriately addressed.
We appreciate you bringing your concerns to our attention, as resident feedback is important to us and helps us continually evaluate our service and processes.
We wish you all the very best going forward
Kind Regards
Ithemba Property Management
ZD
Zandile D's updateReviewer Update
18 Jun 2026, 14:16Dear iThemba,
The use of the phrase “your perspective” suggests that you do not accept that your team was at fault. This is particularly surprising given the discussions we had during our meeting, where it appeared that there was a clear understanding of what had occurred and accountability was taken for the failures that led to the situation.
For this reason, I find your written response inconsistent with the outcome of that meeting. An apology carries little meaning if it is not accompanied by an acknowledgement of responsibility.
If your position is that no fault lies with your team, I would appreciate a clear statement to that effect. However, if accountability was indeed accepted during our meeting, I believe your response should accurately reflect that.
Kind regards
Zandile Dube
Zandile Dube
ZD
Zandile D's update18 Jun 2026, 14:16
Reviewer Update
Dear iThemba,
The use of the phrase “your perspective” suggests that you do not accept that your team was at fault. This is particularly surprising given the discussions we had during our meeting, where it appeared that there was a clear understanding of what had occurred and accountability was taken for the failures that led to the situation.
For this reason, I find your written response inconsistent with the outcome of that meeting. An apology carries little meaning if it is not accompanied by an acknowledgement of responsibility.
If your position is that no fault lies with your team, I would appreciate a clear statement to that effect. However, if accountability was indeed accepted during our meeting, I believe your response should accurately reflect that.
Kind regards
Zandile Dube
Zandile Dube