Duurzame Wronguns
In February we had an aircon unit installed. The process through to obtaining a quotation went smoothly with Sam their salesman. We had a more complex cable installation which was discussed and agreed upfront and included in the quotation. It was then further checked by a ‘technical expert’ to ensure that the installation was feasible.
We obtained a quotation with two options : Pay the full amount up front and receive additional discount, OR pay in two installments without the discount. We chose to pay in two installments, and I would strongly recommend anybody using this company to do the same.
Unfortunately from this point our experience with this company is entirely negative.
On the day of the installation the technicans arrived to install the unit however they had no overview or idea of the actual scope. They tried to plug the unit into a non earthed socket which would have been overloaded with the kitchen appliances. They informed us they had no handover from anyone so they were not familiar with the job.
The cable installation and trunking was completed to what can only be described as amateurish standard and careless. As the technicians were unaware of the installation and requirements they therefore did not have the correct size trunking or the required components (corner pieces) to carry out the work to an professional standard. They decided to carry on regardless leaving an extremely unsightly installation. At some point during the installation they decided to not even use any trunking leaving the cable hanging in one of our rooms. In addition to this holes drilled externally were not sealed and protective blanks within the electrical unit were not replaced leaving a hazardous situation. They rushed for lunch and to the next job saying head office would come and correct at a later date.
Unfortunately after the technicians left we received no further correspondence. We then contacted the previously easily contactable salesman Sam, highlighting our issue with the installation, but unfortunately we received no response even after multiple attempts at email whatsapp and calls.
The first contact we received from the Duurzame Jongens was weeks later via the finance team requesting final payment. We informed the finance person of the issues and that we would need to find a resolution before paying. Weeks passed and we still only had contact with the finance person. After over a month, and many more mails, one of the service team (Sean) arranged a visit to determine what remedial work needed to be completed. Unfortunately, Sean did not turn up or contact ourselves to say he wasn’t coming. We wasted a days holiday waiting for him.
Eventually after 6 weeks, we came to a settlement with the finance team to ensure we could carry out the last remedial work via an external professional company. We are however out of pocket both financially and in time.
We had intended to leave this fiasco as it was, however the Duurzame Jongens had the audacity to contact ourselves with a feedback form! They stated they hoped we were happy with the end result and to leave a review! The Duurzame Jongens slogan is ‘’Airco met een Glimlach’’ but after my experience with this company I am most certainly not smiling.
Reply from De Duurzame Jongens
Dear Robert,
Thank you for taking the time to share your experience with us. We are pleased to hear that the process leading up to the installation, together with Sam, was clear and pleasant.
That makes it even more disappointing to learn that the installation itself and the follow-up afterwards did not meet expectations. We fully understand how frustrating it must have been that agreements were not properly communicated internally, the finishing was not up to standard, and that you had to invest so much time and effort yourself to reach a solution.
We have just tried to contact you by phone to discuss this personally, but unfortunately we were unable to reach you.
We take your feedback seriously and have already implemented several improvements internally within our planning, communication, and service processes to help prevent situations like this in the future.
Once again, our sincere apologies for how this process unfolded, and thank you for bringing this to our attention.
Kind regards,
Team De Duurzame Jongens
