Very Disappointed in the Handling of an Urgent Maintenance Issue

We are extremely disappointed with the way our urgent gate repair was handled by Huizemark Middelburg, specifically by our rental agent, Hantie Fryer.

On Saturday morning, our gate motor gear failed and one of the track wheels came off completely. The gate stopped functioning entirely, leaving us unable to leave our property. We immediately informed our rental agent that we were effectively trapped inside our yard.

We received no assistance or meaningful communication.

Only after contacting the property owner directly did we receive a WhatsApp message from Hantie stating that the owner had instructed her to arrange assistance that same day, and if unsuccessful, to arrange someone for Monday. However, no further follow-up or arrangements were communicated to us.

Because nothing was arranged, my husband had to manually force the gate open just enough for us to leave for work and school on Monday morning. After closing it again, it now only opens a few inches, which means our vehicles are stuck outside and we have to squeeze through a small gap to enter our own yard.

What is most concerning is the attitude we were met with on Monday morning. Instead of urgency or understanding, there was a dismissive and unpleasant response when we followed up. If we had not made our own plan, we would have remained trapped since Saturday, with no regard shown for emergencies, work obligations, or our children’s schooling.

This is not the level of professionalism or urgency one expects when managing rental properties. Basic communication and responsible handling of urgent maintenance issues should be standard practice.

We hope Huizemark Middelburg addresses this seriously.