Extremely Disappointing Service and Communication

I am extremely disappointed with my experience with Waterfall Properties and, in particular, the level of communication and service I have received from their agents and the founder.

What should have been straightforward requests relating to maintenance, communication and general property management have repeatedly required follow ups, with little to no meaningful feedback provided. I have often had to chase for responses on matters that I believe should have been handled as part of the basic service provided by a property management agency.

During one of my interactions, Henry Eso, who was my new appointed agent at the time, responded to my follow up by telling me that he was “not my PA” and subsequently blocked me. I found this extremely unprofessional and disappointing, particularly when I was simply trying to obtain assistance and feedback regarding the property.

I have also been communicating with Humbe Mudau, the founder and principal of Waterfall Properties, regarding my concerns. On multiple occasions, I was told that she would call me back, yet I am still waiting for that follow up and the issues remain unresolved.

The lack of communication, accountability and basic customer service has been incredibly frustrating. In my experience, there seem to be constant excuses rather than proactive assistance, and I have not felt supported by the agency when dealing with basic property related matters.

I am genuinely surprised by the level of service I have experienced and would not recommend Waterfall Properties based on my personal experience. If you are considering using this agency, I would strongly suggest asking detailed questions about their communication processes, maintenance support and how they handle client concerns before making a decision.