[Resolved]  Urban Company — Complaint regarding unprofessional behavior

Address:

Navi Mumbai

I had booked sofa and carpet cleaning services for 11:00 AM, 11th of January, 2022. I was assigned a technician who called me in the morning asking if he could come by 10 or 10:30 instead of 11 AM. I told him I would call him back confirming with my family. I called him back in about 5 mins requesting if he could come a little late by around 12 PM. He did not give any straight answer and kept saying 'I'll see'. I told him that it's okay if you can't come late, just come on time as I need to get the work done today to which he agreed. He dropped in at 11 and looked around the place. I had booked services for 10 sofas and 1 small carpet cleaning. He simply denied the work after inspecting the area and asked us to reschedule the service for tomorrow. He walked out of the house promising he'd get another technician with him the next day. I registered a complaint with Urban company and a customer care executive was assigned to the complaint I had raised. He called up in the evening asking about the whole issue but had absolutely no patience to hear what was being said. He instead started asking justification from me. Even after explaining the scenario to him he kept accusing me of things that had never happened as the technician had clearly lied to him. At the end of the conversation, he reassured that there will a conference call arranged between me, the technician and someone from the company who'll look into the matter. After a few mins a receive a message from the company saying my issue has been resolved. This executive with taking any efforts and to probably save himself from the job he is assigned for, market the unresolved query as resolved. This highly unprofessional and naive behaviour of the technician and the executive really surprises me. I wish to escalate the matter to an authority that answer me queries and resolve my issues.