Coolblue Energie Installaties 

We thought everything was good, until we discovered a leak and realised that some tiles were not put back. There is now moisture in the ceiling of our bedroom as a consequence

The installation and sales staff made the process really easy.

Regards,
Neeraj

Very satisfied with the overall experience from the purchase until the installation and operation.

We bought EV charger and installation package from Coolblue. Everything proceeded as expected, with no unexpected issues — and that’s good.

I received a call back and had no issues. Coolblue has always been top with their customer service.

First of all, Coolblue's retail service is excellent. Whenever I have an issue, they fix it quickly and efficiently. I love their approach.

That’s why I chose to install solar panels with Coolblue, but unfortunately, the experience wasn’t the same as their retail service. There seem to be a lot of hidden costs that aren’t explained upfront before accepting the offer. Once you agree, they may require additional work on your end, such as preparing roof tiles, choosing panel locations, and more.

While their installation team is skilled and their technical team is competent, I found the overall process frustrating. It simply didn’t feel worth the price, especially when there are more cost-effective alternatives available.

Overall everything is good. Customer service is always the best, your employees are helpful and knowledgeable. BUT I was totally shocked by your current offer to sign on for another year, 3-year or 5-year contract. The increase was incredibly high, at least 30 euro per month. And no matter how helpful your staff are, this does not want me to sign up with you again for energy. The monthly increase is insane and I would prefer to sign a new contract with another company offering a lower rate, than to be a 'loyal' customer. Since great customer service is not an incentive for continuing my energy contract.

Everything worked smoothly before we signed the contract.

However, after we paid for the contract on November 21, 2024, problems began to emerge. They initially stated that they could install the heat pump by mid-January 2025. Despite my repeated requests to ensure the installation took place in January, they ultimately missed the date and postponed it to February 5, 2025.

Regarding the quality of the installation, the team only focused on getting the heat pump running and ended up breaking walls to access the electricity meter. When we later consulted an electrician for a different issue, he informed us that the job could have been completed more affordably by adding a circuit breaker located in the attic connected to an existing outlet (which would have only cost about 200 euros) rather than breaking the walls for a total of 800 euros. As a result, we ended up paying more and had to fill in the wall damage ourselves due to our lack of knowledge about electrical work.

As for the installation job itself, they did manage to install the heat pump and the technician himself did an excellent job. However, given that the water tank is quite large compared to the small attic space, we asked about placing our washing machine there as well. The worker assured us that it should fit, and even said that if it didn’t, they could move the tank a bit more to accommodate it. We proceeded based on their advice.

After the installation, we attempted to fit our washing machine but were unsuccessful. Upon reaching out to the office multiple times to schedule a time for moving the tank, we were shocked to find out that they were charging 500 euros for this (or even just a temporary relocation of the tank). We called again to check this price, and they said that whether it takes 2 hours or 4 or 6 hours, the price will be fixed at 500 euros. Who pays that amount to empty the tank, move the tank, and put it back in? It can even be put on the 'SAME' spot again because once the washing machine is inside, we can use it as it is.

As a result, we now have wasted space in the attic and are forced to place our washing machine in the hallway, which is inconvenient as it connects to the bedrooms.

We asked one more time, whether there were any other affordable and feasible options and they said they will look into it but will not guarantee it. We are now waiting for their response.

We gave two stars just because of two things: 1) the heatpump itself works well, and 2) because for one occasion they solved the problem in a decent way. Regarding 2), we needed heatpump to be installed before the floor was laid, so we asked them to install it faster, which they did (despite their original delay in installation, along with another hickup of a 'part' missing, they did install it asap). So these add up to two stars. But for the problem mentioned above, if they don't fix this problem, then it is not worth giving more stars, because however good the technician/expert is, the management is just a whole big mess with communication issues. If it were a local heatpump company, the management and time scheduling would have been easier to arrange, and not to mention the customer service time restraints when there is a problem. Even if the technician and expert knows what to do, everything needs to get approved by the responsible people. This on it's own is just not a good way to proceed when a lot of renovation projects are on the way and when these projects need aligning.

If you are considering getting a heat pump from this company, please avoid making the same mistakes that we did:

1. Be prepared for at least a five-month wait for installation, as they mentioned their schedule is already booked until July.
2. Hire an electrician in advance to help with planning (Coolblue works on this, but you might find a better way).
3. You should have a washing machine (and dryer) before installing the heat pump if you intend to put them in the same room.

Since this is still in the middle of progress, I will keep updating on how it is going.

-------10/03 update------
I got a call, and they can discount up to 300 euros. However, they cannot guarantee when the workers will visit the house (it may take several months—mentioned during the conversation), which is still too much, and we cannot wait that long. We decided to do it ourselves since they can still cover the coverage even if we do it ourselves, as long as we do not damage the system.

Got installed a heat pump with cool blue in January 2025.
Horrible service and pathetic work they did at my site.
Water leakage from pipe spoiled my wooden floor and ceiling. After several calls and mails till now they did not care to fix it.

Do NOT get solar panels installed from Coolblue. Within months after installation, our roof started leaking and coolblue support has not been of any help. The damage company they hired to investigate this did not even go up the roof to check anything. They simply blamed bad weather without doing any check and asked us to contact the insurance company. This is just causing the delay in fixing and is making it worse.

The charging station was installed within a month. A small imperfection was corrected very fast. Very good service and polite personnel

Installer did a good job, was fast and friendly. Give that man a raise.

Clear and fast communication before and during installation

Clear and fast communication at the offer stage.
This continued at later stages.
The installation was planned quickly and executed perfectly.
Friendly and knowledgeable employees.

Quick and effective

I recently had solar panels installed, and I couldn't be happier with the results! The entire process was seamless, from the initial consultation to the final installation. The team was professional, knowledgeable, and always available to answer my questions. Highly recommended!

Despite the higher price comparing to other companies, we chose Coolblue because of your reputation for good service, and the so-called “hassle-free process” highlighted in your reviews. Unfortunately, the reality has been a disappointment.

The quote went smooth, the initial online meeting was clear, the installation went well too. There were small mistakes throughout the process, but they seemed insignificant, so we accepted them. However, things changed when we received a final invoice, which was 500+ higher than what we had agreed on. We inquired about it, and your customer service informed us that the additional charge was for replacing the meter box. Yes, we knew the meter box needed to be replaced and specifically asked what it would cost during the phone call appointment. Your representative told us it was included in the offer. After that, there was no further mention of any extra charges, until the final invoice arrived. Funny thing is, the items listed on both document are the same, the replacement of the meter box wasn’t even on the invoice, yet we’re being asked to pay for it. Apparently, Coolblue can just add a price without any explanation and expect the customer to pay without question.

What enrages me most is when I inquired about this extra charge, customer service responded with "I absolutely 100% mentioned the additional cost, but you may have forgotten, because we’re all people, of course." I’m confused, so Coolblue’s employees are robots who never make mistakes? Yet, at the same time, they recognise themselves as people. It seems that all the faults must come from the customer, right?

I understand that everyone makes mistakes. That’s why we accepted the minor issues throughout the process, and I even acknowledge that we could have forgotten something. That’s exactly why I asked for supporting documentation about this additional charge. We only received two documents about prices: the initial offer and the final invoice, which includes the extra charge without any explanation. For a company of your reputation, I expected such charges to be clearly documented and professionally handled. Despite asking several times, I still haven’t received any clarification. If we missed it, that's our mistake, and we will of course pay for it. But we won’t pay for a mistake from your side.

The situation got worse when a project coordinator get involved. Instead of providing a solution, he chose to argue, making irrelevant statements and insisting that his colleague followed a “standard communication procedure”, and would never said the meter box is included. But still, full of empty words without any evidence. He mentioned there must have been a miscommunication between us and customer service. But isn’t it the responsibility of customer service to conduct clear communication in the first place?

I question the professionalism of Coolblue’s team. If what is happening is how Coolblue’s “standard procedure” operates, there must be systemic problems that need you to address.

Really good service, from offer to installation!
Highly recommended!