VAN MARCKE

Oana

Our family has been a customer for almost fifteen years and has never had any problems because we've always had the same super honest and efficient technician. But for the last two years, it's been a disaster with two technicians who are ripping us off. It's a disgrace for such a company! Last year, the boiler was working perfectly. I simply needed the annual maintenance. An appointment was made, and a new technician came for the service. To my great surprise: - he was on the phone non-stop during his work (also on each of his other visits), very aggressive, and called either his family or a colleague to find out what to do! - during the service, he flooded the boiler, the circuit board, and the laundry room, didn't connect the outdoor sensor, etc., and had to come back because I had "a serious breakdown." I don't understand because everything was working perfectly before his service. Furthermore, he changed heating settings without my consent; the boiler overheated non-stop for almost two weeks, with gas consumption skyrocketing. - So, he had to order parts and come back. He didn't return for the scheduled appointment. Another contact with customer service, another appointment. He replaces the very parts he himself damaged! I contact Van Marcke to complain, but receive no response. However, I receive two invoices, which I dispute by email and registered letter. I don't sign any documents, but later I realize that this new technician is signing on my behalf! I beg Van Marcke to send the usual technician, who verbally confirms that I've been ripped off. As proof (among other things): he reinstalls the old motherboard, which works perfectly! The outdoor sensor wasn't faulty, but it wasn't connected to the boiler… In short, I'm left with unjustified invoices, having taken three and a half days off work for nothing, stress, and wasted time! So, detailed complaint emails, dozens of phone calls, and a registered letter. A few months later, Vanmarcke offered me a "goodwill gesture" of around one hundred euros, which I refused, detailing again point by point all the problems, all of which had been caused by their new technician. - In June 2025, I paid the bill for my annual maintenance contract. On the phone for the appointment scheduled for September 29th, I insisted that the technician call me beforehand. - On September 29th, a day off work, I had to wait from 8:00 AM to 6:00 PM without leaving the house. Two tenants were also staying. No one rang the doorbell or called me before arriving, as agreed and stated in Vanmarcke's reminder text message. In the afternoon, I received an email from Vanmarcke saying that the technician had come (photo of the front door) but that no one was home! I called and sent an email to complain. - I was offered a second appointment on November 27th during the day. Again, I received a text message confirming that the technician would call me after the previous customer left. I waited all day in the house with two tenants. During the day, I called Van Marcke at least seven times for updates, but they kept saying, "The technician is coming." In the afternoon, I received an email with a service report stating that the technician had come and replaced a part in the boiler. However, I'm the only one with a key to the boiler room, no one rang the doorbell, the technician didn't call before arriving, and I had put two sticky notes with my phone number on the door and the doorbell. I sent two complaint emails directly to Van Marcke, and the response I received was that the technician had come to the house for service since I had received his report! Again, I didn't sign any documents, and no Van Marcke technician entered the house, let alone the boiler room. - I called this morning to complain, and they're going to offer me another appointment (the third) for a simple maintenance check. So, I have to take a third day of vacation, being self-employed, which is a loss of money. - In conclusion, I'm sending another registered letter and an email today to complain, and I'm contacting Test Achats (a Belgian consumer organization) and the Consumer Mediation Service of the FPS Economy (Federal Public Service Economy). - Besides being asked for invoices and fees that aren't necessary, having documents signed on my behalf, and being made to take a total of six and a half days of unpaid vacation for nothing, they're calling me a liar by telling me a technician came to my home! On top of that, I'm spending hours writing emails, making phone calls, and sending registered letters! - I paid for a maintenance check, and to this day, it still hasn't been done! I want compensation for all the wasted time, my lost vacation days, and the cancellation of the invoices from their fraudulent technician. To date, still no news, but after reading other people's comments, I am convinced that I will receive reminder letters, but I will not let myself be robbed.

The finish on the vanity unit's drawer is unfinished. Just a rectangular hole cut out. Sloppy!

Very bad

Ordered a new bath tap for a free-standing bath 11 months ago. When using it for the first time 11 months ago, I noticed that the nozzle continues to drip. After not hearing anything for 8 months and posting a review on Facebook, I suddenly received a phone call. Yes, we would come by on October 2 to repair it. I am taking 1 day of unpaid leave (which means 100 euros in lost income) because I had to be available between 8 am and 5 pm. Stayed home until 5pm but didn't see anyone until 5pm. Even a phone call saying sorry, it won't work anymore, I couldn't get rid of it. So now we have been living in our new building for 1 year and the tap is still leaking. Is this service and customer friendliness? For me that's a 0 out of 5. I hope that when customers read this, they will think twice about purchasing from Van Marcke. At least I don't, I'd rather drive 100 km for bathroom supplies. Because SERVICE is important.

Ik heb op 25/01 een DAB pomp binnen gestoken voor herstelling onder garantie. Vandaag heb ik ze eindelijk terug. Het personeel is vriendelijk, maar 3 maand voor een herstelling en niets van info krijgen, tenzij je er zelf achter zaagt vind ik wel wat minder