Over the past three months, we’ve had two deeply concerning experiences with Urban Company that we feel compelled to share. While these may not be entirely surprising to some, the pattern of service delivery and accountability raises broader questions about consumer trust and corporate responsibility.
Let me begin with the most recent incident.
Incident 1: AC Repair at My Parents’ Home
My elderly parents live alone, and recently, one of their air conditioners stopped working. They booked a service through Urban Company (formerly UrbanClap). A team of technicians visited, diagnosed the issue as a gas leak and a valve dysfunction, and carried out the repair, charging over ₹3,300. However, within a week, the AC stopped functioning again.
We raised a complaint via the app on 2nd August 2025. The same technician revisited and now claimed that the condenser had a leakage, quoting an additional ₹4,500 for repairs.
Here’s what raised serious concerns:
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Inconsistent Diagnosis: Two completely different issues were diagnosed within a span of days.
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Warranty Ignored: The AC was under warranty, yet we were asked to make additional payments.
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Poor Support: Multiple calls with the Urban Company team yielded no resolution.
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Lack of Accountability: Eventually, the company refused to treat the issue as covered under warranty and merely reimbursed the initial payment.
This leads to a few serious questions:
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Is it fair to charge customers when the root issue isn’t accurately identified or resolved?As end consumers, especially elderly users, we rely on trusted platforms for transparency and professionalism. Misdiagnosis followed by repeated charges breaks that trust.
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What about the emotional and time cost borne by families, especially seniors?Beyond money, the stress and follow-up involved are often overlooked.
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Can warranty claims be dismissed so easily, even when coverage is clearly stated in the app?The warranty terms mentioned repairs up to ₹10,000 — which gives a false sense of security if it’s not honored in practice.
Incident 2: Recurring AC Issues at Our Noida Residence
Another incident involved our own AC at home in Noida. This unit had been relocated by Urban Company a few years ago. Since then, we've had to get the gas refilled nearly every season, sometimes more than once.
This summer, the AC again stopped cooling within a few weeks of a standard ₹3,000+ “gas leakage” repair. We followed up more aggressively this time. After multiple visits, the technicians eventually discovered that there was no gas leakage — instead, the issue was a loose connection between the internal and external units.
This left us wondering:
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Were we charged for the wrong diagnosis and treatment every year?If so, that’s both financially and ethically problematic.
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Can customers continue to trust the technical assessments provided by Urban Company?These repeated misdiagnoses create genuine doubts about technician training, quality control, and accountability.
Final Thoughts
Urban Company, like many organized service platforms, is built on the promise of trust, reliability, and professionalism — especially for vulnerable groups like the elderly. But our recent experiences have shaken that belief.
We are sharing this not out of anger, but in the hope that more customers will speak up, and companies like Urban Company will take responsibility and improve their service delivery and consumer protection mechanisms.
If you've had similar experiences, do share — more voices can drive accountability.
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