Review Insights · App Store
Urban Company: Home Services
Urban Company Limited · 27,797 ratings · ★ 4.8
4.8
★★★★★
27,797 ratings
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Top complaints - extracted from 55 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"service"
19 negative reviews mention this · 35% of all complaints
★★★★★ "Do not order their Native Water Purifier. I ordered the Native Water purifier Mo. For two weeks, it wasn’t delivered and suddenly my order got cancelled. I kept getting calls for installation from technician (new person every day) and was eventually told the delay is from Blue Dart…" - rims r
2
"company"
13 negative reviews mention this · 24% of all complaints
★★★★★ "Look elsewhere for a cleaning company!. i’ve never had the same cleaner twice, which makes it difficult because I have to orientate a new cleaner for each visit. I’ve had only two cleanings and I’ve been rescheduled five times! Both people have done a good job cleaning, but the …" - stumpie21q2
3
"customer"
12 negative reviews mention this · 22% of all complaints
★★★★★ "WORST EXPERIENCE EVER. Please never book them again They put available slots on noon app Then they call to cancel it And they just say refund within 10 days They did this to and they don’t actually care about customer experience NOT RECOMMENDED AT ALL" - Sarah6662@
4
"times"
7 negative reviews mention this · 13% of all complaints
★★★★★ "Keep cancelling and changing schedule and cleaners!. Not sure how you got rating 4.8! At least someone should call me since i complained many times" - NaifBadr
5
"without"
7 negative reviews mention this · 13% of all complaints
★★★★★ "Terrible Service Provider. They reschedule without informing. Doesn’t have a sense or respect for appointment scheduling." - Real Informant
6
"been"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Look elsewhere for a cleaning company!. i’ve never had the same cleaner twice, which makes it difficult because I have to orientate a new cleaner for each visit. I’ve had only two cleanings and I’ve been rescheduled five times! Both people have done a good job cleaning, but the …" - stumpie21q2
7
"support"
6 negative reviews mention this · 11% of all complaints
★★★★★ "App not working. Chat in tha app is not working. Nonphone number to contact customer support. Water purifier is not working. Not way to complain. Someone called once and said technician will be assigned and chat will start working. Nothing happened so far" - Sai901
8
"such"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Such a bad ui/ux. Very very glitchy and just not a very well made app. Please fix the countless bugs on it" - ashnapandey
9
"recommend"
6 negative reviews mention this · 11% of all complaints
★★★★★ "WORST EXPERIENCE EVER. Please never book them again They put available slots on noon app Then they call to cancel it And they just say refund within 10 days They did this to and they don’t actually care about customer experience NOT RECOMMENDED AT ALL" - Sarah6662@
10
"services"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Booking issues. If you want to wait around all day for services that will never show up and then for them to constantly try to just reschedule and waste your life then you can use this app" - humairakhan
11
"urban"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Urban rural. Totally a non-reliable service where the people are not professionals, they just make bookings and don’t send people and just keep saying sorry. The people who come to perform their service are temperamental and very rude and do not perform…" - Monparaiy
12
"doesn"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Terrible Service Provider. They reschedule without informing. Doesn’t have a sense or respect for appointment scheduling." - Real Informant
📋 All 55 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Keep cancelling and changing schedule and cleaners!
Not sure how you got rating 4.8! At least someone should call me since i complained many times
Do not order their Native Water Purifier
I ordered the Native Water purifier Mo. For two weeks, it wasn’t delivered and suddenly my order got cancelled. I kept getting calls for installation from technician (new person every day) and was eventually told the delay is from Blue Dart. Blue Dart kept postponing delivery of service. My concern with helpline remained parked for ever. Now they’re saying they have issued a refund but haven’t received it yet. No confirmation of order on email/ message. They keep calling continuously but to no avail. Never buying purifiers from them again. Appalling service.
Horrible!
Service is horrible and created more problems. Help is very slow and don’t see urgency in fixing the issues. Stay out!
Look elsewhere for a cleaning company!
i’ve never had the same cleaner twice, which makes it difficult because I have to orientate a new cleaner for each visit. I’ve had only two cleanings and I’ve been rescheduled five times!
Both people have done a good job cleaning, but the company has a long way to go. Once my contract expires, I’ll be switching to another company. I advise you to do the same.
Both people have done a good job cleaning, but the company has a long way to go. Once my contract expires, I’ll be switching to another company. I advise you to do the same.
WORST EXPERIENCE EVER
Please never book them again
They put available slots on noon app
Then they call to cancel it
And they just say refund within 10 days
They did this to and they don’t actually care about customer experience
NOT RECOMMENDED AT ALL
They put available slots on noon app
Then they call to cancel it
And they just say refund within 10 days
They did this to and they don’t actually care about customer experience
NOT RECOMMENDED AT ALL
App not working
Chat in tha app is not working. Nonphone number to contact customer support. Water purifier is not working. Not way to complain. Someone called once and said technician will be assigned and chat will start working. Nothing happened so far
I was charged for threading but did not get it.
Servicd not completely delivered
Such a bad ui/ux
Very very glitchy and just not a very well made app. Please fix the countless bugs on it
Absolutely horrible
The company sucks but Hussain and his group did very well. I highly recommend. But the manager… let’s just say that he isn’t the best at managing…
Booking issues
If you want to wait around all day for services that will never show up and then for them to constantly try to just reschedule and waste your life then you can use this app
Urban rural
Totally a non-reliable service where the people are not professionals, they just make bookings and don’t send people and just keep saying sorry. The people who come to perform their service are temperamental and very rude and do not perform their services Sincerely
Not always option for Cash after service
Please provide always cash after service
No Support
Such poor experience. Their technicians lie just to earn money. They are not skilled at all. Won’t suggest this for any electronics item.
Terrible App unreliable!
Terrible app
Terrible Service Provider
They reschedule without informing. Doesn’t have a sense or respect for appointment scheduling.
Unreliable Service And Endless Delays
Urban Company’s service is unacceptable. After waiting two weeks for cleaning they cancelled my request twice without giving any proper explanation. Their scheduling is pathetic and have no concern for your need to have that service on that day. They are unreliable and will never recommend them. They waste your patience and leave your home dirty.
Used to love UrbanCompany
I spend 5-digits every month on Urban Company but in the last 2 months - I keep losing money because of their bad service providers and urban company support doesn’t do anything.
It is sad to see such a good company going down like this.
It is sad to see such a good company going down like this.
Fraud company scammer
Changes the amount every time you select the service
Payments keep failing
As NRI, was only able to pay with my card once and after that it keeps failing on payments even after I’ve authorized it. Tried using another iPhone and against first time payment went through and then kept failing.
The review is just for the terrible payment options.
The review is just for the terrible payment options.
Urban Company Chatbot Failed to Address Unfair professional Charge Issue
I recently faced an issue with Urban Company where my professional was unnecessarily charged for rescheduling a service, which impacted the professional’s ability to get other clients. Frustrated, I turned to the chatbot for help, hoping for a quick and fair resolution. Unfortunately, the chatbot was unhelpful and disappointing. It failed to understand my query about the unfair charge, offering only generic responses that didn’t address the specifics of the situation. I tried navigating through multiple prompts, but the chatbot kept looping back to irrelevant FAQs and didn’t provide a clear path to resolve the issue or escalate it to a human agent. This left me frustrated and forced me to seek help through other channels. While I generally appreciate Urban Company’s services, the chatbot needs significant improvement to handle complex issues like this effectively and support both customers and professionals fairly.
Company doesn’t have fair services
Fraud, don’t adhere to the services and insurance. As soon as technicians said they will have to change again its my cost even if its insurance.
Never using your service again
I’v booked 4 days in advance to prepare for a gathering i have the next day. However, 45mins after the scheduled time I’ve been informed buy customer service that the maids are sick and there is nothing the company can do to replace them or assist me in getting the service on this day.
I’ve booked in advance, slept late and woke early to prepare the house for your service, trusted you in getting my house cleaned a day before my gathering, but in return i get nothing from you.
In conclusion, I’m never using this application again as my trust and effort means nothing to you.
Thank you for ruining my weekend.
I’ve booked in advance, slept late and woke early to prepare the house for your service, trusted you in getting my house cleaned a day before my gathering, but in return i get nothing from you.
In conclusion, I’m never using this application again as my trust and effort means nothing to you.
Thank you for ruining my weekend.
Cheating customers
Urban have introduced this service called premium / Lux charging customers at premium rates but are tied to companies who provide basic service. Example, they claim to provide service with steam mop but the companies they are tied to do not even have steam mop (clearly urban doesn’t even check or ensure the minimum service quality before promoting such service). Don’t recommend them at all. There are other apps/companies who will provide the service as they advertise.
The worst
It’s bad in every things
Not committing
They keep on changing the cleaner every time and then with out informing either from the app or the notification bar
افشل خدمه وافشل اداره
العاملات ماينظفون كويس ويحجزون لكم تعويضيه
اللي محد طلبها منهم
ولا يعطونكم اياها الاداره والدعم وكل شيء بالشركه هذي فاشل ويحتاج تطوير
ماانصح ، اجيب واحد من الشارع ينظف ولا اكلم هذي الشركه
اللي محد طلبها منهم
ولا يعطونكم اياها الاداره والدعم وكل شيء بالشركه هذي فاشل ويحتاج تطوير
ماانصح ، اجيب واحد من الشارع ينظف ولا اكلم هذي الشركه
سيء لا انصح فيه
حاجزة موعد من اسبوع ع اساس اليوم الساعه ٤ لما وصلت ٤ونص اعتذروا ان مافيه احد يجي ولا فيه احد متوفر اول تحربة واخر تجربة 👍🏻
Urban Company's stealing tips from the professionals
I have booked UC multiple times in the last 6 weeks. In each instance I have tipped the professional through the app after the service. I've been using the same professional each time. Yesterday I found out that none of my tips reached the professional, and instead UC kept it. This is misleading the customer and defrauding the professional.
Charges hit your account without informing, you discover only when you go to place next order
Charges hit your account without informing, you discover only when you go to place next order.. at that stage no way to dispute or reach UC to talk or chat with anyone.. very disappointing, how will we dispute on time when we are not even informed of charges hitting account
سيء
الي جتني فاشلة مرة اول حاجه بيتي مررة صغير والمطبخ أنا مااطبخ فمه وسخ قعدت في المطبخ ساعتين هذا كله ولا مسحت الطاولات ولا شي والله قاعدة وراها تعبتني ماتسمح ولا شي كل حاجه اقلها المهم خرجت من البيت ولا كأن اتنظف بعد ماراحت قعدت انظف بنفسي ٤ ساعات مه مكيفه بيتي بس صالة وغرفة وحدة ومطبخ بيتي مرة صغير
Unprofessional
I used to always book my massage sessions and mani and pedi with UC but most of the times the professional is either late or too early. Today I had an appointment at 6:30pm and I started asking and calling the person who was supposed to come half an hour before my appointment to ask for her Iqama so she can enter the compound, her phone was busy for half an hour and after contacting customer service and waiting for 45 mins to get an answer on where she is they get back to me saying she might be half an hour late then all of a sudden they say she is on sick leave and she is not coming and asked me to reschedule!!! This is so unprofessional and I will not be using them ever again and I am telling all my friends to stop using UC.
خدمة في قمة السوء
تجاوب بطيء جداً شروط واضح انها غريبه العامل يجيك بعد الموعد او قبله على كيفك ليه تحدد موعد طيب استرجاع الفلوس بعد اكثر من عشر ايام قمة قمة في السوء وهذا كله كوم وتلفيق اي شغل كوم ثاني
Booking
There is no place for dialogue when booking.
Service providers are good - management terrible
If you have an issue - management doesn’t respond to you. I have waited for 3 weeks for someone/management to get back to me. Spoke with customer service multiple times and was promised that someone would get in touch with me - and I am still waiting. Tried calling too - nobody picks up.
This company will ruin your house
I requested plumber to fix something, instead they sent someone who doesn’t speak English or Arabic, and damaged my gypsum board and still they did not solve the damage or funding renewing the gypsum!
No one knows when the supervisor will approve nor can talk to him!
If you care about your house never request this company.
No one knows when the supervisor will approve nor can talk to him!
If you care about your house never request this company.
House keeping schedule is zero
You can’t rely on showing up or fixing issues . No one follows issues
No slots available since last 20 days.
Bad!
Overrated تطبيق سيء
من اسوأ التطبيقات في مجال خدمة العملاء .. المشكلة من قبلهم وللاسف لايوجد شخص مسؤول للتحدث معه
If you have an issue you will not get any responsible person to talk to .. only call center with no authority at all
If you have an issue you will not get any responsible person to talk to .. only call center with no authority at all
Disappointed
Very slow.
Unreliable bookings, Horrible costumer service
This app is completely unreliable. I scheduled a cleaning session, but they rescheduled it without consulting me. Then they tried to reschedule again! I canceled out of sheer frustration. Their customer service is useless-no valid explanations for the constant changes, and I couldn’t even reach a manager or supervisor to resolve the issue. Unprofessional and frustrating. I do not recommend this app if you’re looking for dependable service.
Be ready to pay more to professionals
I booked cleaning services on UC. When professional arrived, they asked for more money by referring to material and resources limitations. I rebooked the service again and next professional was also asking for more money (though he was ready to do the service outside the app at same price). I contacted the customer care and they asked me to cancel the service instead of enforcing service by such professionals. At last, I booked same service at low price with no broker and their professionals provided amazing cleaning at low price without any excuse or extra money. I recommend no broker services over UC now. Since my service is cancelled, UC app did not allow me to give feedback on cancelled service. Thus, I sharing my experience here. I hope UC will consider it.
Technician left the microwave open and created safety hazzard
Technician left microwave open and left my home without closing it.
Scam
This company is a scam. There is no customer support.
لايمكن استرجاع المبالغ
تم حجز خدمة واعتذر الفني عن الاصلاح لعدم خبرته ، حاليا اعاني في استرجاع المبلغ ، مر حتى الان ٢٠ يوم ولازال موعد استرجاع المبلغ غير معروف او لن يتم ارجاعه ، تم التواصل مع خدمات العملاء دون جدوى
Attempts to auto withdraw for renewing package without my request nor approval
Attempts to auto withdraw for renewing package without my request nor approval
Hit & Miss
I have been using the app several months. The service fluctuates & the customer support is not helpful. Overall not reliable
Spa service is not recommended, customer service is not helpful
I purchased a 6 session massage services. Based on my experience, I recommend booking services with another company. For this reasons: 1. Professionals are not reliable in appointment time. At least twice, I have been contacted by the professionals (past the session start time) to let me know that i need to cancel and that they are unable to attend. 2. When you cancel ( as I did- based of the professional request), the sessions will be charged and to rebook, you will be charged the amount of a full session- instead !! 3. To go through customer service is another hassle, totally a waste of time! Their system is not functional as they can’t track all the transactions made. They asked me to provide a proof of payment, which I did. But still, they called back to let me know that payment was not made! 4. Professional behavior is questionable. As once, the professional called (10 minutes before session start time) to ask me to cancel as she can’t come as her husband is under going a surgery. I understand that. However, two hours after, she called me to let me know that she is by the door!! I was surprised, I told her that we spoke prior and that she said she couldn’t come due to a surgery to her husband, she then realized she was talking to the wrong customer and hanged up the call !! Total manipulation!!
شكوى
لم يرد عليا
Thieves!!!
Terrible company, do not use them!!! you book a specific service that on the app shows it is a specific price but then when the person shows up after they’ve done the service, they tell you why it was actually a different thing and try to charge you five times the price that was shown. I’ve had two experiences now the first one was supposed to only cost 200 and I was charged 800, and the second one was supposed to only cost 600 and I was charged 1600. the second time we refused to pay the service rep so we called the company, but they said that that was the amount we had to pay, even though it was different than what was listed in their catalog. do not use this company. They are thieves.
Worst customer experience
My membership was not renewed because my payment didn’t get through, their staff kept calling me over and over a total of 10 times while I was in the middle of my appointment. I ignored the first few calls as I was busy with the doctor and when I answered it in the 10th call they were asking me how I wanted to proceed with the membership??? I argued that you don’t keep calling when someone purposefully cancels your call and my consultation kept getting interrupted so I said I won’t renew because of this disgusting behavior. They called back again in 15 mins starting off with “we know your angry” and such and such then trying to convince me to renew my membership??? Very stupid.
+ 5 more in the clipboard copy
Sentiment summary
95%
Positive (4-5★)
1%
Neutral (3★)
3%
Negative (1-2★)