Urban Company — Premium Full Home Cleaning Service

Address:

Bangalore

I am forced to write this complaint due totally unresponsive and unempathetic, very non-customer-centric, and rude response by Urban Company. I hope that this complaint reaches the right contact(s)

I booked a Premium Full Home Cleaning service for my house on Friday 14th October 2022. This booking was made via the Urban Company app in the hope that I would get my whole house cleaned by some professional service personnel. I had also bought the Urban Plus service hoping that I would get the best of the professionals that Urban Company generally promises.

Let me come back to service:
Five men came to do the house cleaning on 14th October. My house has marble flooring and I had asked that person to be very careful not to drop any chemicals on the floor and rather not to use any chemicals.
Let me first detail the unprofessional way my house was cleaned:
1. No one was wearing any gloves or protective gear.
2. All of them had to be monitored individually as they all looked in hurry to finish the job. The full job was done approx. 3 or less hrs only.
3. They were cleaning the bathroom with some agent (even after requesting them not to use any chemical) which is being denied by the vendor but my bathrooms were smelling like acid for two days.
Additionally, the person who was cleaning the bathroom was moving from one bathroom to another, bare feet through the marble flooring of the corridor. The feet were dirty leaving black marks, and no care was taken to clean them. When pointed out they said that the whole flooring will be cleaned at the end, so we need to worry.

These marks were absorbed by the marble and have become permanent darks visible marks. My whole flooring of the corridor is damaged. The marks of the solution are spilled all over the floor. showed this to the vendor on completing the service. The vendor agreed and even asked what can be done to which I replied that I will talk to Urban Company and they will contact him. (Trusting that Urban company would be empathetic and listen to the customer)

The issue was reported to Urban Company customer support and to my surprise, they were blaming the customer. As per them, they have checked with the vendor and the vendor says the footmarks were not his. This was the only reason given to me and the ticket was abruptly closed. This was said without any empathy or concern.

It makes me ponder on the following points related to customer service in Urban Company:
1. Why should a customer trust your customer service when you are not ready to listen to his genuine case and want to believe only the vendor's argument? It is like asking the culprit or a suspect if he has done the crime and if he says “No” then the case is closed. This I was told is as per the company’s customer support policy.
2. No efforts were made by Urban Company to verify the vendor's claim. I even asked them to send someone to check as these are clear fresh footmarks left by the vendor. Even a child could gauge that, but no efforts were made on verifying the claims.
3. To rub salt in the wounds one of the customer support personnel agreed that it was a footmark but updated he cannot do anything.
4. There is no escalation path in your customer support. On requesting customer support to connect me to the senior manager I got the reply that it is of no use.
5. Later the ticket was abruptly closed with no explanation. Now I have no way to contact Urban Company
6. customer support has only one agenda and that is to somehow prove that the customer is lying and to take no responsibility
7. No empathy is shown towards the customer who has to bear the loss of the unprofessional untrained service personnel sent by Urban Company.
In my case, I wanted to get a clean house before Diwali but I got:
a. A scarred house with dirty floors.
b. A very bad memory of the pathetic service and the support from Urban Company
c. I was labeled as the culprit or the person who is lying
d. Very unprofessional, tickets were closed with no mechanism to escalate.