| Name of Complainant | |
| Date of Complaint | March 28, 2024 |
| Name(s) of companies complained against | Urban Company |
| Category of complaint | Miscellaneous |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Hi Team
I got 2 of my DAIKIN Inverter Split ACs uninstalled by Urban Company on 3rd March 2024. It was checked at the time of uninstallation and both ACs were working perfectly fine.
I got both serviced by Urban Company on 8th March 2024. After service, it was not possible to check if they are working fine as they were uninstalled during service.
I got 1 of my ACs installed by Urban Company on 16th March 2024. It doesn’t work after installation. Its compressors starts and trips. Their specialized engineer came as a follow up visit on 19th March and took both indoor and compressor’s PCB for repair.
I believe and Urban Company official who came on 19th March confirmed that this has been due to bad service that was done on 8th March. Their service engineer opened the cover of compressor to clean it, knowing there’s a PCB in compressor too in Inverter AC. And their service professional was Level 5 with National Skills Qualifications Framework. I have attached his certificate here to.
They confirmed on their recorded line on 19th March before they took PCB for repair, that any expense would be borne by Urban Company. They did not respond well from that time till now. Today they came up with that PCB needs to be replaced and new PCB cost is 7000 & it needs to be borne by customer. This is not acceptable.
It took a week’s follow up to get a reply first. And now they are not taking responsibility for the poor service of their engineer.
After that, I got my 2nd AC installed on 20th March. It is also down. Problem is a little different that compressor doesn’t start at all. I have been following up and they’ve sent anybody for follow up check for 2nd AC.
Another thing that has happened in between is one of my AC spare part went missing, which came to my knowledge on 16th March when I got my 1st AC installed. It would have been missed either due to 3rd March activity or 8th March activity. I complained and they took responsibility for it and refunded me for the spare. They took responsibility for their employee’s action; but this type of behavior is unacceptable on ethical grounds. Who knows what else has been missing from my home which I don’t know for now. Customer pays premium amount to ensure they don’t have to watch the person all the time.
I have 3 requests here.
1. First, Urban Company should take responsibility for their poor service; & take necessary action for both ACs as a priority.
2. Second, I request probe into their claim of Level 5 accreditation & proficiency of their service engineers; as I doubt it since the person has opened the cover of compressor knowing it was Inverter AC. Point is if any of their engineers gives service to anyone else in future where there can be health hazard or human life safety involved, they don’t seem to take responsibility.
3. Request your action here on unethical practices from Urban Company employees like anything missing from customer’s house.
