Urban Company — Unprofessional behaviour of Company Professional and Company

Address:

Chennai

I have booked for AC Installation & Unstallation along with Service on 26th April 2023. I have paid an amount of Rs.2188/- along with Membership fee of Rs.299/-.

One of your Professional (as per your company terminology, who is really Unprofessional), along with Helper visited the site and without even asking for the OTP he Uninstalled the AC and after shifting the same to my New house informed me that the Service which I have booked is of Basic Service and the AC is in need of Advanced Service which will cost Rs.2400/- which I have to pay by Cash.

After checking the Urban Company app as I couldn’t trace any service which costs Rs.2400/- I informed to the person that he can do the Service which is booked and I don’t need any advanced service.

But the person was insisting on the same which I refused after which the person denied to do the Installation and also the Service. He also demanded the amount of Rs.650/- which is towards the Uninstallation.

I said I have already paid the amount of 2188/- to Urban Company and why should I pay again. The person started to use bad words and Hit his helmet against my newly laid Tiles in the Car Parking.

After requesting him to leave also he didn’t leave my premises and started to behave rudely and was shouting and threatened me that he will thrash me and Kill me. Hearing this I have pressed the SOS link of your Company app thinking that your company officials may visit immediately to sort out the issue safely. But to my disappointment there was only continuous phone calls from your company for which we answered and informed the emergency situation.

Then I had no choice other than to pay the amount of Rs.650/- to him and cancel the booking since he threatened me that he will kill me if I don’t do so. Further he started to demand additional money for his helmet which he broke. At this point of time I understood there will not be any immediate action taken by your company, I called the Police to my Location.

Until the Police arrived, the person was continuously shouting and using bad words at me and my mother.

Once Police arrived, we explained the matter and we were taken to the station. After serious warning and written letter from the person, the police sent us back.

I have raised several complaints to your Call centre for which your Team is only focusing on closing the complaints and not to provide proper resolution to the customer. They also say that this is the final resolution we can provide.

Also the professional had tampered with the AC during Uninstallation which I had to spend money for repair and then install.

Few points which are been raised by me are the following:

1. Why is that there was no professional background check done by your company while empanelling the professional.
2. What are the checks you normally do at your end during empanelling to avoid such Unprofessional visiting the Customer place who even threaten to kill the customer.
3. What is the use of your SOS link. Is it really supportive/ helpful to the Customer who are in real need during Emergency.
4. Why no Officials from your company have visited us after such an incident to enquire about the same.
5. When I have said that your professional have tampered with the AC they say I have cancelled the booking, so no resolution can be provided.
6. Doesn’t all these actions by your professional and your company amount to Deficiency in Service.
7. There is no Customer Care number which we can connect during Emergency and it is only one way that you can only call us.

Even though you have refunded the amount paid, it is not the money, but the amount o[censored]nprofessionalism involved in your procedures and actions.