UrbancoolingAvis 

Réponse de Urbancooling

15 juin 2026

Thank you for taking the time to leave this review, and we're genuinely sorry for the frustration you experienced with our customer service this year.

We'd like to provide some context, not to make excuses, but in the interest of transparency. We first reached out to you on 27th April to notify you that your annual maintenance was due, and unfortunately didn't hear back until 27th May. Your request for a service happened to coincide with the tail end of the 35°C heatwave we experienced, which resulted in an overwhelming volume of calls and enquiries to our maintenance team. This led to the 10-day delay in responding to you, which we fully accept fell short of the standard you deserved.

We understand that waiting 10 days for a response isn't acceptable, regardless of the circumstances, and we respect that you needed your system serviced promptly. Regarding the warranty, our advice at the time was based on the unknown operating standards of the third-party contractor used — this is something we should have communicated far more clearly and compassionately from the outset.

We want you to know that we've taken this seriously. Over the past 18 months our business has grown significantly, and we've been investing heavily to match that growth — we've expanded our team with additional service engineers and resources, and we're in the process of upgrading our CRM system to bring in greater efficiency and automation, so delays like this don't happen again.

We're glad you've had a positive experience with the product and the original installation, and we're sorry we let you down when it mattered most. If you'd like to discuss this further, please don't hesitate to reach out to us directly — we'd welcome the opportunity to make things right.

Réponse de Urbancooling

19 mars 2026

Thank you for sharing your experience — we always take feedback seriously, even when it's difficult to read.

We do want to gently clarify a few things for anyone reading this. An air conditioning installation involves three separate trades: our engineers, an electrician, and a decorator. By their very nature, these cannot all happen on the same day — the decorator must wait until the installation is complete, and decorating work is applied in multiple coats that need time to dry between each one. The rescheduling you experienced was simply us working hard to coordinate all three tradespeople around your calendar, not any lack of organisation on our part.

As for pricing, every quote we issue is broken down line by line. We explicitly state that the electrician and decorator are additional costs settled directly with those trades — so customers always know exactly what they're paying us and what they'll pay separately.

Despite the misunderstanding, we issued a full refund, which we hope shows the value we place on treating customers fairly. We wish you all the best.