Key Facility Solutions

Formal Complaint Regarding Contractor - Key Facility Solutions in Cape Town

This is a complaint regarding the highly unprofessional and ********* service I have received from an FM Contracting company called Key Facility Solutions, owned and managed by Howard Mancici. I engaged Key Facility Solutions to resolve what was initially a relatively straightforward shower drainage leakage issue in my apartment, early in April this year. Howard assured me that the problem would be resolved within approximately two days' work. Unfortunately, now, about 2 and a half months later, after three separate attempts to rectify the issue, the problem remains unresolved and is, in fact, worse than when the work originally commenced. Throughout the process, Howard rarely, if ever, personally supervised the work. Instead, he consistently re**** on subcontractors who appeared to be working largely unsupervised. This resulted in poor workmanship, repeated failed repair attempts, and a complete lack of accountability. Communication was equally disappointing. Despite numerous ignored calls, WhatsApp messages requesting updates, clarification, and follow-up regarding his repeated assurances that the issue would be successfully resolved, Howard frequently failed to respond. On multiple occasions, when he did respond, I was given promises that the work had been completed and tested, only to discover later that this was not the case. I am abroad, so I was not able to check the work myself, so when Howard eventually said the work was completed, I made the final payment (after putting down a 70% deposit initially) These payments were made after Howard advised that the drainage issue had been repaired and tested successfully. However, after arranging for an independent third party to inspect the work, I was informed that the underlying problem had not been resolved at all. After the third unsuccessful attempt and after considerable effort on my part to obtain a response, Howard eventually admitted that his attempts to repair the issue had failed. He then offered to refund 70% of the total amount paid. That commitment was made approximately ten days ago, yet to date no refund has been received and very little meaningful communication has taken place. In addition to the financial cost of the failed repairs, this prolonged situation has prevented me from accommodating guests in the apartment, which is operated as an Airbnb property. As a result, I have suffered a loss of potential rental income over an extended period. I am extremely disappointed that Key Facility Solutions has conducted business in this manner. Based on my experience, I strongly recommend that ANYONE reconsider its relationship with Key Facility Solutions and place this contractor on a blacklist to prevent other property owners from experiencing similar issues.