A heartbreaking tragedy in New York City is raising serious questions about public safety after a Westchester County grandmother died Monday night when she unknowingly stepped into an uncovered manhole in Midtown Manhattan.

Donike Gocaj, 56, of Briarcliff Manor, New York, was identified by family members as the woman who plunged nearly 10 feet into the open utility hole near Fifth Avenue and West 52nd Street shortly after 11:20 p.m. According to reports, Gocaj had just parked her Mercedes-Benz SUV outside a Cartier store when the accident happened.

Witness Carlton Wood described the horrifying scene in emotional detail.

“I saw a woman stepping out of her car, and as soon as she stepped out, it’s like she took one step forward and just disappeared,” Wood told ABC7 New York.

Wood said Gocaj cried out desperately for help after the fall.

“She was screaming, ‘I’m dying,’ that’s what I kept hearing her screaming over and over,” he said. “She wasn’t distracted, she didn’t walk onto a construction site, I mean, she parked her car, stepped out of her car and dropped right into the manhole.”

First responders pulled Gocaj from the hole and rushed her to NewYork-Presbyterian/Weill Cornell Medical Center, where she later died from her injuries. Authorities say no criminality is suspected, and the death appears to be accidental.

Police and utility officials believe the manhole cover had been dislodged just minutes earlier. Con Edison, which owns the manhole, said surveillance footage showed a “multi-axle truck” driving through the intersection approximately 12 minutes before the tragedy occurred.

“We have reviewed video footage from the area, which suggests that the cover was dislodged after a multi-axle truck turning onto 52nd Street from 5th Avenue drove over it,” the company said in a statement.

The utility provider added, “While this is a rare occurrence, manhole covers can get displaced by heavy vehicles. Our thoughts remain with her family, and safety remains our top priority.”

According to reports, Gocaj was a loving mother of two and grandmother of two grandchildren. Her social media accounts showed photos celebrating birthdays, weddings, and family milestones, including her son’s wedding in Cancun last year.

Her daughter also appears to co-found “SISTERWOULD,” a hair product company designed to help visually impaired women. The company’s website explains that both founders are “daughters of visually impaired mothers.”

Family members told local media they are devastated and searching for answers about how such a tragedy could happen in one of the busiest parts of Manhattan.

A nearby construction worker questioned how the area could have been left unsafe.

“It should have never happened,” he told The New York Post. “They should have covered it back up or put something around it.”

New York City officials also responded to the incident, promising a full investigation.

“Our condolences are with the family of the woman who lost her life in this devastating incident,” the Mayor’s Office said in a statement. “Every question must be asked and answered so that no New Yorker experiences a tragedy like this again.”

As loved ones mourn Gocaj’s sudden death, many online have called the story a sobering reminder of how fragile life can be and how quickly tragedy can strike without warning.

Lord, we lift up the family and loved ones of Donike Gocaj during this heartbreaking time. Bring them comfort, peace, and strength as they grieve such a sudden loss. We also pray for wisdom and accountability for those investigating this tragedy. May Your presence surround all who are hurting today.