Urban Company (Prev UrbanClap‪)‬ 4+

Dear Urban Company
I recently had a clean, my second with your company, and when I returned there were parts of it that were unsatisfactory to what I had expected. Within minutes of contacting the company via the app, I had a phone call from one of your customer service team (Tripti) who not only apologised for the inconvenience (without even knowing the extent of the complaint) and promptly arranged for me to send photos, assuring me she would be in touch. Within hours she had called again with a generous solution and again apologised. Her attention to what I said, how I felt and to ensuring I was happy with the solution showed me what a trustworthy company you are and ensure that I will remain a customer again, even after experiencing a disappointing aspect of the service. Thank you Urban Company and thank you Tripti for your kindness and concern.

I’ve used this platform for home cleans in Australia, and my experience has been quite different (unfortunately so) from that of friends overseas in India. On the face of it, this appears to be a convenient way to match supply with demand, but the app is terrible and customer service leaves much to be desired. Happy with my first clean, I decided to pay for a premium subscription, and opted for a recurring clean which “guarantees” the same cleaner each fortnight. Over the last 3 months however I have had a different cleaner each time, had one cleaner accept a job and not show up, been invoiced for a clean that never happened, found out about a clean having been cancelled only when I called Urban Company for a different issue, been unable to book cleans via the app due to unknown tech issues…. and the list goes on. I have been on the phone to Urban Company’s customer service every single week to resolve issues such as the above, sometimes multiple times a week, and while the representatives are very courteous, they have been the most unhelpful, and on most occasions have not been bothered to follow up on their commitment to resolve issues (leading to more frustrated phone calls). I chose to use this platform as I am time poor, however given the time spent and headaches endured trying to book and rebook a simple fortnightly clean, I will be taking my business elsewhere as soon as I can.

For the price of $160 I was expecting a thorough clean of the whole 1 bedroom apartment. Surface clean of the apartment rather than focusing attention on wiping windows, glass doors and mirrors correctly - marks left after using disinfectant not windex. The balcony clean for $29 was incredibly inadequate only vacuumed and mopped floors didn’t wipe balcony railings or table or scrub floor to remove all dirt. The bathroom was surface cleaned rather than scrubbed to remove grime and mould in shower. Oven cleaned but not tray still left with grease. A good surface clean but not worth $160 many other companies for a 1 bedroom apartment are much cheaper around $70-$80. I thought for the extra price the clean would have been more thorough and the cleaners would pay attention to details such as scrubbing grime and using windex appropriately. I’ve had to reclean the mirrors and windows as they were left looking more dirty from marks. I would very much appreciate contact from your company after I’ve seen such positive reviews on Instagram. Not happy paying $160 for this service and would appreciate some reimbursement. I don’t think I will be booking again with this company and will be sharing my feedback with others