Horbach Vloerverwarming B.V.

Not customer friendly. Requested and received a quote via the website. Upon request, someone came by to discuss the options. The results of the conversation would be incorporated into a customized quotation. After 2 weeks we called to find out where the quote was. Received a kind of work order via email, but it was the same as the original quotation and therefore not complete. Work was carried out, when the installation had to be connected the location of the supply pipes turned out to be very unfortunate, and the central heating ball valves were not of the correct type. (the latter was hidden on the work order, I had not seen it) Employees left some pipe and bends behind, and I was allowed to call if they still needed to connect it. I then had another installer reroute the central heating pipe and have the underfloor heating connected and adjusted. Conclusion: they can install underfloor heating, but they are not installers, and if something is wrong or goes wrong then it is not their problem and they drop out. They haven't heard from them again either.

We installed underfloor heating on the ground floor in April 2012. The result is good. The only thing that turned out to be really poorly organized was the communication in advance. We quickly gave the order and they were allowed to get to work quickly, but when a pipe later turned out to be hit during milling, the Horbach people immediately went on the defensive, while there was not a second of discussion about the General Terms and Conditions. In fact, these conditions were never discussed by telephone and I did not sign anything until the day of execution of the assignment. Despite several communications by email and telephone, Horbach did not want to admit that they were wrong. Because I did keep my agreements, I ultimately paid everything. So also the damage to my pipes. And Horbach? Complete radio silence despite my last reply by email, in which my rebuttals were legally substantiated and demonstrably based on facts. Horbach avoided any further discussion, because they had their money and thought "let that fool go, we have our money and we would not be strong in court". So, my summary: Workmanship: very good Commercial readiness: very good Communication: moderate Customer service: very poor (2x, both in communication and in honesty)

What bad service! When the system is switched on, a defect appears in the pump plug. After the first phone call, a new plug was sent. The pump did not turn on with this either. After a second phone call, a technician was supposed to come by last Tuesday. Last Monday I received a call that the technician could not come and that they did not know when the technician would be able to come. I did not agree to this and a technician would come by today between 11 a.m. and 1 p.m. The technician did not show up and I was not called. Called again, someone won't be able to come by until Tuesday. However, a temporary solution was given on the phone today, so fortunately the pump is now on. Been in the cold with my baby for a week now :(

The pre-installation inspection was well-organized. On the day of installation, however, I had much worse experiences. It started with the installer showing up later than agreed, but that happens. The installer got to work, and everything went quite smoothly. However, on one section of the floor (one downstream group), the screed wasn't thick enough, requiring milling into the concrete. He didn't have the equipment for that—"unfortunately, sir," it says in the fine print. The installer left a roll of hose behind and rushed out, so I had to call another company with a heavier machine to finish the job. The next day, that group was also installed, and the other company filled the system. Unfortunately, the Horbach installer had tightened every coupling on the distribution block hand-tight, resulting in a fountain of water. Having resolved that, I knelt down to clear every groove of stones and dust before everything could be filled. It seems like a small effort to clean this before installing the hose. Therefore, I would never recommend this company and advise everyone to look for a company that does have the right machines and settings.

We had underfloor heating installed by this company in May. After calling and emailing, someone personally came to take a look, which I think was a very good gesture. An appointment has been scheduled, even though the company is very busy. Everything went great, no delays, the very nice technician installed and explained everything professionally in a wonderful pace. We are very happy with the underfloor heating, the ugly radiators are gone. No mess, no dust during construction. And last but not least, a fair price that you don't have to worry about. We can therefore recommend anyone else, a nice and professional mechanic and owner, and a company that keeps the agreements. This company gets a 10 from us. Thank you for the services provided.