1 reviews | Active since Jul 2025
Unprofessional rental process and lack of transparency
I had a very disappointing experience with the rental process at The Diamond (managed by iThemba Property Management). I paid a securing fee and later the full move-in amount, however I was not provided with a lease agreement before or after making payment.
After payment was made the quotation was suddenly revised, which raised serious concerns about transparency and professionalism. Communication from the agent was inconsistent, and I had to repeatedly follow up for basic information such as the lease and move-in process.
Due to the lack of a lease, unclear processes, and changes made after payment, I decided not to proceed with the unit and requested a refund. However, even the refund process has been slow, with delays in providing the cancellation form.
This experience has been stressful and has shown a lack of proper communication, transparency, and professionalism. I would advise others to be cautious and ensure all documentation is provided before making any payments.
Thank you for taking the time to share your experience with us. We sincerely appreciate your feedback and would like to extend our deepest apologies for the inconvenience, frustration, and disappointment you experienced throughout this process.
We fully understand how important clear communication, timely assistance, and a smooth move-in process are, and we regret that your experience did not meet the standard of service we strive to provide. Please be assured that your concerns have been noted carefully and shared with the relevant teams for review and internal improvement.
With regard to your refund, we would like to reassure you that the payment is currently being processed and is expected to reflect in your account by Friday, 15 May 2026. While we do not anticipate any delays, should the funds not reflect by the expected date, please contact us directly and we will ensure that the matter is escalated as a priority for immediate attention and resolution.
We also wish to thank you for bringing these matters to our attention. Feedback such as yours is invaluable in helping us identify areas where we need to improve. As part of our ongoing commitment to providing a better customer experience, we will be reviewing and strengthening our internal processes, particularly in relation to lease documentation procedures, communication timelines, response management, and the overall move-in coordination process.
Please accept our sincere apologies once again for the inconvenience caused. We truly value your patience, understanding, and the opportunity to address your concerns.
Regards
Ithemba Property
Thank you for taking the time to share your experience with us. We sincerely appreciate your feedback and would like to extend our deepest apologies for the inconvenience, frustration, and disappointment you experienced throughout this process.
We fully understand how important clear communication, timely assistance, and a smooth move-in process are, and we regret that your experience did not meet the standard of service we strive to provide. Please be assured that your concerns have been noted carefully and shared with the relevant teams for review and internal improvement.
With regard to your refund, we would like to reassure you that the payment is currently being processed and is expected to reflect in your account by Friday, 15 May 2026. While we do not anticipate any delays, should the funds not reflect by the expected date, please contact us directly and we will ensure that the matter is escalated as a priority for immediate attention and resolution.
We also wish to thank you for bringing these matters to our attention. Feedback such as yours is invaluable in helping us identify areas where we need to improve. As part of our ongoing commitment to providing a better customer experience, we will be reviewing and strengthening our internal processes, particularly in relation to lease documentation procedures, communication timelines, response management, and the overall move-in coordination process.
Please accept our sincere apologies once again for the inconvenience caused. We truly value your patience, understanding, and the opportunity to address your concerns.
Regards
Ithemba Property