[Resolved]  Urban Company — Multiple Issues for My booking related to house Painting

Website: www.urbancompany.com/hyderabad

Currently, I'm facing multiple issues with my booking related to house painting which was booked on April 6th 2021.

Issues

1. Received wrong colour shade.
2. No proper update or resolution from the UC team even after 2 days from the date of complaint raised.
3. Assigned professional for painting service is reckless with work and not started the work yet giving silly excuses and not visiting the site.
4. Delay in the Service.

Providing a detailed explanation of day to day issues and related discussions.

1. On April 6th 2021 - We made a service booking related to house painting consultation and received a quotation from the professional Gurram Praneeth for the amount of 25270/- (which includes complete inhouse painting including ceiling, walls, doors, windows, cupboards, Main door polishing, yellow colour paint for bottom frames of doors, Terminator mix in paints related to doors, windows, cupboard frames)And agreed to provide a total of 4 shades of colour for the walls. Accordingly, we made a payment of 35% amount to confirm the booking and it got scheduled for April 9th at 10 AM. We asked when can we select colours for that he replied on the job start date people will arrive at 9.30 and we need to select colours on that day.

2. On April 7th 2021 - Gurram Praneeth called and informed us that he will be sharing paint catalogues and we need to select the shades from those PDFs as the system is changed and the vendor won't be visiting the site and provide the colour shade consultation, So we have selected total 4 shades of colour for the walls and white colour for the ceiling, black colour for grills and dark brown colour for the doors and windows
Shades selected
1. White - Ceiling and Borders
2. Blush L139 - (hall(except one wall), pooja room, kitchen, bedroom 1- 2 walls, bedroom 2 - 2 walls, bathroom 1, bathroom 2, cupboards)
3. Mohican trail B670 - Hall single wall
4. Winter Morning 9464 - Bedroom 2 single wall
5. Baby aqua 7507 - Bedroom 1 single wall
6. Black - Grills
7. Dark Brown - Doors and Windows(Colour has been discussed and suggested by Praneeth itself at the time of home visit for providing quotation )
8. Touchwood polish - Main door and frame
9. Yellow colour - for doors bottom part of the frame
10. Terminator - for mixing with dark brown colour for doors, windows, cupboards.

3. April 9th 2021(Actual Job start date) - Vendor delivered the material on the morning . Painter was still not assigned and raised complaint regarding the same to the UC team, they responded back saying that there was a technical issue in the app so due to which painter was not assigned and confirmed that they will arrange painter for April 9th and include extra labour to complete the service on-time i.e 12th April 2021

4. April 10th 2021 - 1. On checking the colour shades it was identified that the vendor sent a single colour shade for all the walls i.e Baby aqua 7507, Black colour even for doors and windows instead of dark-brown colour and other items such as Touchwood polish for the Main door, Yellow colour, Terminator is missing. Raised complaint regarding receiving wrong colour shade and items missing and even provided the screenshots of Whatsapp chat with the professional Gurram Praneeth mentioning the colour shade which we have chosen. UC team called and said will check with the team internally and get back to you and send the materials to the site by tomorrow 10 AM. (There was no proper update from the UC team, they contacted us back only after multiple complaints) 2. Dinanath Gour (Painter/Supervisor) who was supposed to reach the site by 10 AM as per the booking slot time but had reached the site at 4:30 PM post multiple calls to him. Even after reaching the site, he didn't start work saying he didn't bring the ladder and required equipment for the painting and left the site saying will come tomorrow i.e April 11th 2021 at 9:30 AM with all the equipment and extra labour.

5. April 11th 2021 1. Correct material which was supposed to reach the site by 10 AM is not delivered. Upon multiple complaints to raised to UC, UC team called and informed us that they were checking with the internal team and will resolve the issue, but even by End of The Day, there is neither an update from the UC team regarding the complaint nor issue got resolved. 2. Dinanath Gour who had committed to us the previous day that he would start work at 9:30 AM, Came to the site at 4:30 PM with only one assistant, In return, he was asking us to provide a ladder to do the work, As we couldn't able to provide him, he again left the site saying will bring the ladder and other workers to the site. But he hadn't returned to the site yet. On reaching out to him on call multiple times he is saying will reach the site in 1 hour but not reached the site.

Literally, we got vexed with Urban Company Service and professionals they were assigned to the jobs. There is no proper update from the UC team and the issue is not getting resolved even after 2 days from the date of complaint raised and also reckless behaviour of Dinanath Gour (supervisor). I feel local paint contractors are far better than UC professionals and could deliver the projects on time. We have reached out to UC so that the process would be systematic, providing well-trained professionals and deliver the projects on time. But this is totally horrible experience for us to constantly follow up with the Supervisor for asking him to start the work and on another hand with the UC team regarding the complaint related to the delivery of the wrong colour shade.

Please take necessary actions and help us in resolving the issue and assing good supervisor and professionals for the service by tomorrow. If it is not possible, refund the 35% amount paid, We are happy to cancel the service booking. We are paying you this kind of huge amounts expecting it would be a hassle-free service.

The project which needs to be completed by April 12th 2021 is not started yet.

Professional Details
1. Surveyor - Gurram Praneeth ([protected])
2. Painter - Dinanath Gour ([protected])