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Air Conditioning specialists for apartments, listed buildings and properties in London. Water cooled solutions for all with no external unit required.
Regno Unito
3,3
8 recensioni
Non risultano inviti alla recensione recenti
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Ha risposto al 100% delle recensioni negative ricevute
Solitamente risponde dopo 1 mese o più
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Was made aware of what would need to be done to get a/c in my flat during the video call they do and then they came to double check the flat before making me pay any deposit for the work.
The job took only 2 days to do for 3 rooms. Really impressed with how good the engineers were and how quickly the a/c cools my rooms.
Straight forward process from my initial call to getting the a/c installed. The water cooled a/c cools my flat really well.
Risposta di Urbancooling
Hi James
We are so glad you are happy with the system.
This will get passed to the team!
Brilliant service from start to finish.
I can finally enjoy being in my apartment in the warmer months
Risposta di Urbancooling
Hi Jack
Thanks for the review! We hope you enjoy being cool.
I will pass this onto the team.
I am giving this one star only because there is no option to give less.
Our experience with Urban Cooling has been extremely disappointing, both in terms of the performance of the system and the quality of customer service.
Around two years ago, we spent over £4,000 installing an air conditioning system. Since then, we have continued to pay for annual maintenance to keep the warranty valid. In reality, we have only used the system for approximately two weeks during last summer's hot weather, when it appeared to work satisfactorily.
When we first needed technical support, no assistance was available because staff were reportedly absent or off sick. This summer, the system failed completely on the very first hot day. Once again, we were told that no engineer was available due to absence and sickness.
It took repeated complaints and comments on social media before the company responded. To be fair, once the issue became public they did arrange for an engineer to attend, but only after we had endured five days without a working air conditioning system during very hot weather.
Unfortunately, that was not the end of the matter. After replacing the condensate pump, we were presented with an unexpected invoice. We had never been informed that the repair would incur a charge, nor were we asked to approve any costs beforehand. We were later told that the pump is a third-party component covered by only a 12-month warranty, despite the fact that it had only operated for a matter of weeks over the two years we owned the system.
When we challenged the invoice, we were told that we had accepted the charge by signing the engineer's worksheet. At no point was it made clear that our signature would constitute agreement to pay for the repair. We therefore disputed the invoice as we considered the charge unfair.
The company's response was to cancel our warranty and make it clear that any future support would be significantly more difficult, expensive and bureaucratic. After spending over £4,000 on the system and paying for annual servicing, this was an extremely disappointing outcome.
We are now left considering replacing the entire system with a conventional air conditioning unit, effectively writing off our original investment.
Based on our experience, I cannot recommend Urban Cooling. While they eventually attended after significant pressure, the lack of timely support, poor communication regarding repair costs, and the way this dispute was handled have left us with very little confidence in the company.
Risposta di Urbancooling
Thank you for the review. Since this is now public, we think it's important to set the record straight, as several parts of this account don't reflect what actually happened.
To be clear: your system is a water-cooled air conditioning unit, and it is working exactly as it should. The fault was isolated entirely to the condensate pump, a third-party component. It is industry standard that these pumps carry only a 12-month manufacturer warranty, no supplier offers longer, and this is stated plainly in our terms and conditions and in the works description attached to every quotation and invoice we issue. Some pumps fail within months and are replaced free of charge under warranty; others run for 20 years. There is no way to predict which any individual unit will do. Yours failed outside the 12-month window, which made the repair chargeable. That is not a discretionary decision on our part, it's the reality of third-party component warranties.
We don't dispute that our maintenance team was stretched this summer, and we've addressed that directly: since June we've added two more service engineers and additional admin support. Despite being at peak demand during a 35°C heatwave, we still arranged a weekend evening callout to get your system running again.
On the invoice: our engineer confirmed on site, before completing the repair, that the pump was out of warranty. You signed the worksheet confirming the work on that basis. When you disputed the charge afterward and asked for the pump free of charge, we went further than most companies would and offered to price-match any cheaper quote you could find elsewhere for the same part. That offer was declined, and a full refund was demanded instead, for a system that is functioning correctly. Your account was then placed on hold pending payment, which is standard practice for any unpaid balance, and which in turn paused the maintenance visits required to keep the warranty active. That is a consequence of non-payment, not retaliation.
We stand behind our pricing, our warranty terms, and how this was handled. If you'd like to settle the outstanding invoice, we're happy to discuss resolving this properly.
Poor customer experience, had my video consultation delayed 2 times as people kept "leaving the office early". Not good enough.
Risposta di Urbancooling
Hi, sorry to hear about the delays with your video consultation — that's not the experience we want anyone to have.
We couldn't find a record matching your details on our system, so we're unable to look into your specific case directly. That said, based on how our process works, what likely happened is this: our surveyors attempt two calls to connect at the scheduled time, and if we're unable to reach you and you call back later, the surveyor may already be in another booked consultation. In quieter periods they're often able to jump on a call when you ring back, but during busier spells there's less flexibility, meaning a reschedule is needed. All our video surveys are carried out from the office, so it's unlikely anyone was leaving early.
If you could get in touch directly with your booking details, we'd be glad to look into exactly what happened and get you seen promptly.
Apologies for the late response, this is not a reviews site that we subscribe to, we normally use Google or Reviews.io
This company is unreliable. Every year you will get the same message- understaffed due to staff illness. So no service is provided when you need it most. Unreliable, therefore avoid at all costs
Risposta di Urbancooling
Sorry to hear this. We hold our hands up and admit that this year's first heatwave caught us off guard, demand was well beyond what we were resourced for. Since then, we've taken it seriously: we've hired more service engineers and office admin staff, and we're investing in new technology to make the whole customer journey smoother. Please get in touch with the office and let us know who you are so we can make this right.
Today Urban Cooling engineer Michael came for the yearly checks on my 2 AC's and he exceeded my expectation for the check up to be done. The cold air from the AC units failed to give continuous cooling.
Michael fixed the issue and made sure that both the AC's had cold air coming out and checked the condenser aswell.
Top stars for Michael.
I have been with Urban Cooling for a few years now and wanted to give my thanks also to Tony Ellerker, Ian Shepheard, the plumber who came last year to fix new piping (great job) and the women on the customer service team.
Urban Cooling in my opinion, has always been helpful to me and is a fantastic company to deal with.
I would recommend them to anybody.
I was so amazed by Michael's job today hence my first time review for Urban Cooling.
Keep it up guys and thank you so much for the great service.
Sharda
Awful. Always rescheduling. No price transparency. Pls get them to clarify what is and isnt included so you actually know what you are paying.
Risposta di Urbancooling
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.
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