WORST EXPERIENCE EVERI booked Urban Company to clean three curtains. The service was originally scheduled for November 11, but Urban Company mistakenly created a carpet-cleaning booking instead of curtain cleaning. Because of their error, I had to deal with unnecessary calls and wasted time, and in the end I was asked to reschedule for November 12. I agreed only after they assured me they would send a qualified curtain-cleaning specialist.On November 12 at 10:00 a.m., the technician arrived, and it immediately became clear he was unprepared. He came with a dirty vacuum cleaner and without the correct socket adapter, meaning he couldn’t even use his own equipment. I had to order and provide the adapter myself so he could begin working.Despite Urban Company being repeatedly informed that this was a curtain-cleaning job, the technician arrived without a ladder. Work stopped while we waited for someone else to deliver one. Nearly an hour later, a second person arrived with a ladder that was broken, unstable, and unsafe. It was in such poor condition that the second person had to remain in my apartment just to hold it steady so the technician wouldn’t fall.Things continued to get worse. The technician brought no protective plastic, no floor coverings, and no towels. There was nothing to protect my furniture or flooring. Water from the curtain began dripping everywhere, and because there was no protection, he walked around barefoot with dirty feet, spreading water and dirt through my home and leaving it in a mess.Meanwhile, he worked on only one of the three curtains. Instead of using proper techniques, he pulled at the fabric with the vacuum, causing severe damage in two areas. The curtain ripped, and parts of it fell down and could not be properly reattached.When the curtain was damaged, I made multiple calls asking Urban Company’s third-party provider to send someone to inspect the situation and take responsibility. Eventually, a supervisor was sent after my repeated complaints. He assessed the damage and decided to take a piece of the curtain to Dragon Mart for stitching. He left for hours with the fabric, and when he returned, it was the supervisor—not the technician—who reinstalled the curtain.By the time they finally left, it was 8:00 p.m. They had been in my home from 10:00 a.m. to 8:00 p.m., and during all that time they managed to work on only one curtain. The remaining two curtains were never cleaned at all.Since then, the problems have continued. I have repeatedly asked Urban Company for a refund for the hardship, stress, and the day and a half I lost dealing with this situation. Customers are required to prepay, yet Urban Company refuses to return my money even though the service was incomplete, mishandled, and resulted in damage to my property.From 10:00 a.m. yesterday until now, I have spoken to more than ten different people through calls and messages, repeating the same story over and over. Urban Company insists their third-party provider claims the job was “completed,” and they still refuse a refund or any proper accountability.Urban Company clearly relies on untrained, unsupervised third-party contractors and has no real control over the people they send into customers’ homes. They cannot even understand or verify what their own subcontractors did on-site.This is the full and accurate sequence of events.
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