I bought my home three weeks ago, and shortly after moving in, I realized that the underfloor heating pump was extremely loud. I wanted to replace it. At the same time, I also noticed low pressure in my rented Feenstra CV-ketel (the unit labels 1.5–2.0 bar as the safe range, while mine was at 1.2). So I contacted Feenstra customer service and explained the low-pressure situation. I have a rental contract with them, and consequently, a maintenance and repair agreement as part of that contract.Feenstra sent a technician to my home. He simply looked at the pressure gauge, claimed that 1.2 bar was “not low” and that there were “no problems with it,” performed no further inspection whatsoever, and charged me €100 before leaving.Since he was already in my home, I also showed him the underfloor heating pump and asked him if he can inform Feenstra about its condition, and can they provide a quote. Meanwhile, I had also received quotes from other companies. I found Feenstra’s and the other companies’ quotes too high, so I decided to proceed with a different installer.The installer I hired came today and replaced the entire underfloor heating unit. Before doing the installation, he drained the water in the system. After completing the setup, he checked the boiler to refill the water. But after feeding the line with water by not even 0.1 bar, he immediately noticed that the expansion tank was leaking water externally. He explained the situation to me. We then called Feenstra customer service together, clearly reported the problem, and Feenstra told us that they would send a technician. Up to this point, everything seemed fine.However, about 15 minutes later, I received an incredibly hostile call from a Feenstra representative, a lady who sounded furious and treated the boiler issue as if it were a personal offense. She claimed that we had “created excessive pressure” and therefore “broken the expansion tank,” insisting that the pressure had gone above 2.0 bar (which is impossible, because the installer had refilled for only a few seconds and the CV-ketel panel was still showing 0.1). She also stated that the contract says we are “not allowed to touch the system.” However, adding or draining water should not be an issue, because the label on the unit itself advises adding water when needed.I explained to her that we were not trying to modify the system. We had only drained and refilled water. I also mentioned that I had contacted Feenstra 1–2 weeks earlier regarding the low pressure, but their technician dismissed it and failed to detect any issue.Instead of listening, she began interrogating me:Why I requested quotes from other companies, why I didn’t choose Feenstra, and how working with another installer was “unacceptable.” She repeatedly insisted that I must pay for everything myself because of my “poor decisions.”When I told her that I could no longer even turn on the boiler and urgently needed assistance, she responded in a threatening tone, saying:“If you want, I can send someone. But you will pay for absolutely everything yourself.”With that, they left me and my family in December with a non-functioning CV-ketel.To understand their working way I also mentioned to her that I also informed Feenstra that a hybrid heat pump would be installed in about a month with another company, and that I had email correspondence with their support team confirming this. She rejected this explanation as well and repeated that I would have to pay for every issue out of my own pocket, regardless of the circumstances, because I had “broken their contract.”Throughout the entire call, she was extremely angry, confrontational, and sarcastic. This was, without exaggeration, the worst and most unprofessional customer service interaction I have ever experienced. I was personally attacked and blamed for an issue caused by Feenstra’s own failure to diagnose a defective component earlier.I told her that I will be cancelling all Feenstra services as soon as possible. Hopefully someone will listen to that recording (if it was recorded at all!!) and teach their customer service staff that this is not an acceptable way to speak to anyone, let alone a customer who is having problems with their unit.I strongly advise avoiding Feenstra under all circumstances. They treat their customers unfairly, especially when they believe they can shift responsibility and extract money.
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Feenstra voorziet u van techniek die bij u past. Vervolgens kunt u erop rekenen dat die techniek goed blijft functioneren, dankzij regelmatig en betrouwbaar onderhoud. Als het er écht op aankomt, bij een storing of reparatie, is het goed om te weten dat u Feenstra overal in Nederland kunt vinden. Ook bij u in de buurt. Daardoor zijn we snel ter plaatse om u uit de problemen te helpen.See more
