Urban Cooling Reviews

Name: Urban Cooling
Address: 55, Second Avenue, Chatham, Kent
Rating: 4.71

4.7 Rating 221 Reviews

93 %

of reviewers recommend Urban Cooling

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About Urban Cooling:

At Urban Cooling, we have been installing all types of air conditioning solutions into residential, commercial, retail and leisure premises for over 20 years.

We specialise in providing air conditioning to buildings which otherwise cannot have it. With our solutions, buildings such as apartments and listed buildings can have the same standard of air conditioning as conventional systems provide, without the need for an external unit.

Operating within the M25, we undertake installations across all London postcodes.

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Urban Cooling 5 star review on 15th January 2025

Colin

Urban Cooling 5 star review on 29th May 2024

Craig

Urban Cooling 5 star review on 15th July 2023

Tim C

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrible customer service. We were miss-sold by the salesperson explaining the installation process. When the installer arrived and explained what actually happened, we decided not to go forward. The installation team left 5 min later. They are holing back £600 from our deposit and not refunding us. DO NOT USE”

Helpful Report

Posted 8 months ago

During the initial survey, our surveyors clearly explained that holes would need to be cut into the ceiling for the installation. This was also detailed multiple times in the description of works provided with our quotation, where it was stated that holes in the plasterboard ceiling would be necessary to accommodate the air conditioning pipework. Additionally, our quotation included a separate line item indicating the approximate cost of repairing and making good these holes using a decorator we regularly work with. We understand that you had recently decorated your property, and upon the arrival of our installation team, you decided that you no longer wanted the holes to be made and therefore cancelled the installation. This unfortunately left us with significant costs. As per our terms and conditions, which you agreed to when accepting the quotation, abortive works are chargeable to cover the costs of our installation engineers, travel, and other related expenses. At no point were these terms raised as a concern by yourselves prior to the cancellation. We immediately refunded your deposit in full, less the costs incurred from the abortive works. Urban Cooling would have been more than happy to refund 100% of your deposit if the cancellation had been made anytime up to 24 hours prior to the scheduled installation.

Posted 8 months ago

“We had 5 units installed by urban cooling. The unit in the master bedroom was plumbed into the ventilation fan in our bathroom and on the first morning we woke up to a broken fan and flood in the bathroom. They came and managed to drain it into the soil stack but it now makes horrendous noises and will only cool to 22. It's obviously broken and they've simply ignored us.”

Helpful Report

Posted 11 months ago

Following up on our recent conversation, I’d like to clarify a few points from your review. The condensate hose was connected to what appeared to be a soil and vent pipe, which is the correct type of pipe for this installation. However, it turned out that this pipe was being used for your bathroom ventilation, which is not its intended purpose. Unfortunately, this caused water damage, but we replaced the fan at no charge and rerouted the condensate drain to the proper location. I apologise for the delay in returning due to the high demand over the summer, and I appreciate your patience. I understand the temperature and noise issues that was caused by a third party condensate pump have now been resolved. Thank you for your understanding.

Posted 8 months ago

“Appalling ! Has cost me over 2 thousand pounds to redecorate after the diabolical mess left. Randomly situated the units in unsightly positions in the rooms . One unit after under 4 months had come away from the wall . Have been back 3 times to correct matters and nothing has actually been corrected Do not use this company!!”

Helpful Report

Posted 3 years ago

Dear Judy, Thank you for your review. We have to be honest with you as we always have been from the beginning, your system was particularly hard to install due to the solid concrete walls within your property, we had to make more access areas to pull the pipework to the correct places of which in turn left more decoration works required at the end of the installation. However, as per our quotation, you were faced with the original quoted price of £600 for the redecoration works and in fact, it was us as a company that absorbed the additional cost by our subcontractor decorator. So we do not understand why you have stated you paid over £2,000 to redecorate. With regards to the randomly situated units, this is also very odd as we discussed the locations with you during the survey, and again prior to installation, the installation team installed them in the positions of your choice. Unfortunately, a wall-mounted unit has come away in one corner as the pipework is very tight due to the structural beam directly behind it, however, we have offered to come back and remedy the issue at our cost as all our installations come with a full 5-year labour and parts warranty. We are very sorry you felt compelled to write a negative review, we have offered to return and sort any issues, so not sure what else we can do. Regards Tony Ellerker

Posted 3 years ago

Urban Cooling is rated 4.7 based on 221 reviews