Hello there,
I am writing this message with great disappointment and regret for ever choosing Oscar services.
I initially decided to use Oscar because my partner has used your platform for his business and had nothing but positive things to say about the experience. Unfortunately, my own experience has been the complete opposite.
To begin with, I booked your moving service. The movers were punctual, professional, and very friendly, which I appreciated. However, during the move, my fitted wardrobe was damaged. Since arriving at my new apartment, the wardrobe doors no longer align properly and cannot close as they should.
The second issue relates to the painting service, which has been even more frustrating. I booked a moving-out painting service for my 45 m² apartment so that I could return it in good condition and recover my rental deposit. On your app, isn't well indicated that the work would be measured based on the total wall surface area rather than the apartment size.
When the painter arrived, he refused to carry out the painting. Instead, he measured the walls and informed me that the job exceeded the booked service. The only work he completed was filling six small holes, as shown in the attached photographs, despite the service costing approximately €198, because Oscar doesn't allow to cancel the service without a penalty of 50% even if no painting was carried out whatsoever.
I find this completely unacceptable. The service I booked clearly included both repairing holes and painting, yet only a small fraction of the agreed work was completed. If your pricing is based on wall measurements rather than apartment size, this should be made explicitly clear during the booking process to avoid misleading customers. At least, since no inquiry is possible before to book a service, if the service cannot by carried out, the customer shouldn't pay any penalty.
I also contacted your customer support through the chat function in an attempt to resolve these issues. Unfortunately, I found the support provided to be unhelpful and extremely slow, which has left me with no option but to escalate this matter.
As a result of the damage to my furniture, the incomplete painting service, the wasted time, and the significant inconvenience caused, I request appropriate compensation. I would appreciate a prompt investigation into this matter and a satisfactory resolution. I need someone to come and fix the reassembly of the wardrobe without any extra cost for me.
I have photos to attach but this complain form doesn’t allow me to send them all.
I look forward to your response within the next few business days. I am also contacting my lawyer and the agency responsible for consumer protection.
Kind regards
