[Resolved]  Urban Company — AC repair

I had entered into a 1 year service contract with Urban company earlier this year for servicing or my AC. The rep Mohd Akbar came to my place as scheduled on 27 March 2021. While he did the service work, he did not check for the collection of dust or gas leakage in the feeder pipe to the ac despite me asking him to do so. He said that the jet spray will clear any collected dust and the gas is sufficient in the ac. I paid 897 from the contracted amount for this service. Now, barely 3 weeks after the service for 2 consecutive nights, my mother experienced whirring sounds in the ac and switched it off for fear of any major issue. Due to her constant complaints I scheduled another visit by a service rep Aalam Ansari who tells me that there has been a gas leakage from the very same feeder pipe and also took videos of the same. The cost of the service and repair would be 3000plus for this service.

On scheduling a call back from UC customer care, I was told that since I booked a new service instead of scheduling a revisit which I was not aware of, I will have to bear the full charges and no warranty would be extended to me.

I find this approach unfriendly and completely lacking in customer focus and am prompted to lodge an official complaint.

Aalam agreed that the earlier rep should have checked if I requested him for a service. Now, apart from the sleepless nights my old mother has gone through, I have to shell out additional 3000plus for no fault of mine.

Appreciate if this complaint can be looked into and I am refunded the unnecessary additional charges of 3000plus which I have to pay in cash to the agent and also extend and additional service for me or refund the earlier service fee of 897 as both of these charges are unacceptable.