Complaint: I am submitting this complaint regarding my family’s experience with VD5 Property Group and their agent, Shaney Kruger, in relation to a rental property (Unit 279, 14e Laan, Rietfontein). At the start of the lease (2 October 2025), the incomi

Complaint:

I am submitting this complaint regarding my family’s experience with VD5 Property Group and their agent, Shaney Kruger, in relation to a rental property (Unit 279, 14e Laan, Rietfontein).

At the start of the lease (2 October 2025), the incoming inspection report clearly recorded that the property was not professionally cleaned prior to occupation. The report reflects multiple deficiencies, including:

Dirt and debris on floors

Cupboards containing waste and not cleaned

General lack of proper cleaning throughout the unit

This is further supported by photographic evidence taken at the time of occupation.

Despite this, upon vacating the property, the agent insisted on deducting a “deep cleaning” fee (R1035) from the tenant’s deposit, citing odour concerns allegedly caused during the tenancy.

Key concerns:

The property was not handed over in a clean condition, yet the tenant is being charged to return it in a better condition than received.

The deduction is based on a subjective claim of odour, rather than clear, comparative evidence against the incoming inspection.

The agent refused a reasonable 50/50 settlement proposal and insisted on full deduction.

Communication became one-sided, with the agent stating they would not entertain further discussion.

It is important to note that our family chose not to escalate the matter further through legal channels due to severe personal circumstances, including:

The recent passing of a close family member

Another immediate family member currently hospitalised awaiting surgery

Our acceptance of the deduction was therefore made under distress and for the sake of closure — not because we agree with the fairness or legality of the charge.

We believe this matter reflects:

Poor property handover standards

Unfair deposit handling practices

Lack of reasonable dispute resolution

We are submitting supporting documentation, including:

Incoming and outgoing inspection reports

Photographic evidence

Email correspondence

Cleaning quotations

We trust this complaint will be reviewed and that appropriate accountability will follow.

Kind regards, Derick Palmer (On behalf of the Deale Family)