A/C repair: Poor service from Housejoy.com
Iplaced an order bearing Job ID #236932699 for servicing of my air-conditioner with www.housejoy.com on April 3. The actual service date was April 8, but due to some exigency at home, I rescheduled it to April 9, opting for the 12 noon to 3 pm time. It was confirmed and I received a phone message as well as email stating that the service was rescheduled accordingly. I started waiting from 12 noon on April 9, when technician Yousuf was to turn up. I had been given his mobile number too. After waiting for an hour, I called the technician on his mobile number at 1.13 pm, and enquired when he was expected. He replied he was on his way and will reach my place in half an hour. I waited till 2.30 pm, and then called the customer service number of www.housejoy.com to enquire on the delay. The customer service representative has assured me he would call back.
Meanwhile, from 3.17 pm, I started getting calls from one Imran who told me that he was sent by Yousuf for the servicing of my air conditioner. From the conversation I had with him over mobile, I came to know that he’s not the authorised technician sent by the service provider. Hence, in order to get a clarification, I called up the customer service and spoke to their supervisor Ms Noor. I explained to her in detail about how the so-called technician was impersonating as the actual technician. She has assured me to have a quick resolution of this matter, but afterwards there was no communication or clarification on this issue.
Eventually, the AC left unserviced due to the indifferent attitude of the service provider www.housejoy.com resulting in a wastage of my time and energy for almost five hours.
I escalated this problem again on April 10, by mail, to which Pujitha from Escalation Management Team www.housejoy.com has responded and she apologised to me, but did not clarify on the issues raised by me including the case of impersonation. If I had allowed the other man, to repair my AC, there could have been a risk of my AC getting damaged. When I pointed out this, I have not received any proper response or clarification from the service provider despite my several reminders, which is quite disturbing.
Later, on April 10, I received a mail from the service provider, stating that I have cancelled the service, but it did not contain any clarification on the issues raised by me. The statement that I have cancelled the service is absolutely false and baseless. Unfortunately, they have gone to an extent of presenting a distorted picture by hiding the facts, which is not acceptable.