Urban Company — formal complaint against urban company: alleged fraudulent practices

I am writing to formally lodge a complaint against Urban Company and its agents concerning fraudulent practices encountered during the service of my air conditioning unit. The specifics of the incident are as follows:On 10th May 2024, I reported an issue with water leakage in my air conditioner, which was otherwise functioning optimally in terms of cooling. An agent from Urban Company, Mr. Mohd Sohil, attended to the problem. Post-repair, the air conditioner was confirmed to be in working condition by Mr. Sohil, who even suggested contacting him directly for any future issues, bypassing Urban Company.However, the same night, the air conditioner ceased cooling, and water leakage resumed, accompanied by an issue with the flap. Upon contacting Mr. Sohil the next day, he asserted that the air conditioner had no refrigerant gas, a problem not previously disclosed during his initial check. He then demanded additional payment for rectification, which I declined, choosing instead to escalate the issue to Urban Company.Urban Company subsequently dispatched another technician, Mr. Mohd Nazmi, who reiterated the gas issue diagnosis. Upon my insistence that the air conditioner was functioning correctly prior to Mr. Sohil’s intervention, Mr. Nazmi conceded that such discrepancies sometimes occur and are often overlooked by the company.Following this, Urban Company arranged for a senior technician, Mr. Anas Khan, to investigate the matter. Surprisingly, Mr. Khan arrived uninformed about the specifics of the investigation, suggesting that the company’s so-called investigation was merely a formality. Mr. Khan expressed dissatisfaction with the company’s customer service practices, stating that such issues were common. During his visit, I communicated with Mr. Anuj from the audit team, who assured me of a resolution within 15 minutes. No follow-up was made, and Mr Khan eventually left, expressing his own frustration with the situation.
Then began a series of calls with customer care agents - Deepak, Mukesh and Harshit. All of them said that the investigation confirmed that their person did not do anything wrong, and they would close the ticket. They told their senior technician did not find any fault with what the original technician did. I tried to reason that there was no way to find out; hence, the technical should have informed me about the gas issue. They acknowledged it was a mistake on the technician's part in the diagnosis, but they cannot do anything about it and will close the ticket. They left the customer who called up for a service worth Rs 612 and now will need to bear the loss of Rs. 3000.This sequence of events suggests a troubling pattern of misconduct and negligence, which Urban Company appears to overlook due to apparent incompetence.
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Urban Company customer support has been notified about the posted complaint.
Verified Support
May 22, 2024
Urban Company Customer Care's response
Hi Nakul,
We apologize for the inconvenience caused. We understand our team was in touch with you and has helped you with the best possible resolution on your concern. Please reach back to us over [protected]@urbancompany.com if you require any other assistance and we will be in touch with you right thereafter.
Regards, Team Urban Company
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