eneco.nl

Extremely disappointing

Rating: DreadfulDate: 15 February, 2021 Me: I should switch to Eneco as my energy provider (April 2020)Eneco: Welcome to Eneco. Would you also be interested in switching to our CV ketel subscription that is cheaper then your current provider and that happens to be an Eneco subsidiary? Me: Yes, I am interested. Please switch my provider. Eneco: Okay. You will first need a CV ketel inspection. Me: The CV ketel was serviced 4 months ago by your subsidiary Energiewacht and we are in a pandemic. We’d prefer no visitors to undertake unnecessary maintenance. Eneco: You must plan an inspection. Me: We don’t think it is sensible at this moment in time. You could contact your subsidiary and ask for the records from December’s inspection (5 months earlier). 
Eneco: Okay, call back in the fall and plan an inspection. Me: Okay. 4 months go by…..Me: Hi, I would like to schedule an inspection. Eneco: Okay, I am not able to schedule it for you but I will have a link sent to you so you can schedule an inspection. Me: Thank you. 4 months go by…Me: Hi, I called in October and I am waiting on a link that will allow me to schedule an inspection of my CV ketel. Eneco: Sorry. We will try and get that sorted. And a reminder that your CV ketel is not insured until there is an inspection although you will continue to pay a monthly fee. Me: Okay, can you please allow me to organise an inspection? Eneco: We will resolve your issues. 1,5 months go by….Me: Hi, I want to cancel my contract and want cancellation fees to be waved on the grounds that Eneco is not providing necessary services in a timely manner in-spite of payment for services. And I want to be refunded monthly payments on the grounds that if an inspection does not take place then we are not insured and if we are not insured then there is no service in effect. Eneco: You can cancel but there will be a cancellation fee. Because you cancelled the initial planned inspections in May we reserve the right to not immediately provide a service when it is requested and therefore we have met the terms and conditions of the contract. Me: But I called in October and January and still have never received a response as to when I can plan an inspection. How can it be argued that after 5 months of no opportunities provided to plan an inspection that Eneco can say it has fulfilled the terms and conditions? Eneco: Its in the fine print. Eneco sympathises and yes we could of managed this all better but a cancellation fee will still need to be paid and we will not refund your payments. Me: I will write this up on social channels and take you to court. Eneco: We dont care. 4 hours goes by….Me: I find the contract and find nothing in the fine print that mentions that an initial inspection must be carried out. Nor that if an inspection does not take place in the window that Eneco demanded that it provides them with carte blanche as to when the next inspection should take place. Me: Our contract ends in 2 months. Will Eneco negotiate a resolution? Eneco: .......J. Kuiper

Date of experience: Feb 15, 2021