Mondena Limburg

We bought a pellet stove 2 years ago and if I had to give a review at the time it would have been a good rating. In December our pellet stove broke down and we contacted us. Direct contact turned out not to be possible, only via whats app. It took weeks, after repeatedly app-calling, that our complaint was taken seriously and contacted. Ultimately, after a short telephone contact, it was agreed that the stove would be picked up. A plus is that the stove was picked up, repaired quickly and returned the same day. When returning the heater, the technician indicated that the motor had been replaced and that the repair was made under warranty. Nice you would think ... not so! 2 weeks later we receive an invoice. After contacting us by e-mail it was indicated that it was agreed with us that we would post a review (because that was worth more than the few tens of euros on the invoice) and that we would not have to pay an invoice. Since we had not posted a review, we received the invoice. It was also indicated that the defect of the motor is not covered by the warranty anyway. This defect was caused by the use of granules that are too hard (we use the granules they recommend themselves). The choice was ours, post a review or pay the invoice. This has never been agreed with us, I was completely amazed by this email. I have responded to this, but unfortunately there was no response. With this you will receive your review (it was not stated in the email that it must be a good review) and our invoice will expire! You receive 1 star because you do not communicate properly with your customers. You make up agreements and accuse the customer of untruths. It is striking that it took weeks to get in touch with you, but that there is a response to this review and per app within 15 minutes of posting this review. A response that is again not correct and is accusatory towards the customer, which is simply not correct.

NEVER START WITH THIS COMPANY !!! Unfortunately I have to come back to my previous positive 5 star review. Unfortunately you have to give 1 star to post a review, but it is actually not worth a single star. Service is nothing short of bad. They cannot be reached by phone. Mail and app are not responded to. If eventually there is a response, then they make statements that they do not live up to. We have been waiting for a technician for maintenance on our pellet stove for 4 1/2 months now. It is known that the maintenance must be paid for, and that is no problem at all. So not that they come up with their comment (as made earlier in their response to a bad review) that if the warranty period is over and there must be paid for service that the customer takes a different approach. THIS COMPANY DOES NOT PROVIDE A SERVICE !!! They always blame the customer, take no responsibility themselves. Received a message on September 10 that the mechanic was on vacation and would respond within 4 to 6 weeks after vacation. We are now more than 18 weeks later and I still have not heard from a mechanic. If the covid-19 virus is the cause of this, you can always inform your customers properly! There is no communication / information in any way. Not before the pandemic and still not now. We are also not satisfied with the pellet stove. In practice it is very different from what is told in the advice. Within 15 minutes on setting 5, the stove would heat the entire room. Nothing is less true. If it is below 10 degrees outside, the stove will need hours to heat the room completely. The stove has to be on position 5 all day long, so it makes a lot of noise all day long. So much noise that it becomes really disturbing. There would be little soot deposits in the pipe, even with full firing on the pellet stove only. That is also not true. Chimney still has to be swept twice per heating season, because it contains a lot of deposits. I have seen this myself and is therefore not a figment of the chimney sweep. The window of the stove also turns black every day, you can no longer see a flame. Stove switches off 9 out of 10 times during heating. (SF report, stop flame) Then it takes half an hour to get the stove on and after that it has to heat the room again. Maybe all this could be solved with a maintenance check. But who will know, because that maintenance will never happen. Save yourself a lot of trouble and don't be tempted by a positive consultation to do business with this company. A WARNED PERSON COUNTS FOR TWO!

Once bought, no service and appointments do not come after still waiting for an appointment for maintenance after 3 months, but really not recommended. I'm sorry I bought a stove from them. Meanwhile had maintenance at the competitor in elsloo.

Everything goes well with the purchase, but the aftercare leaves something to be desired!

Excellent explanation when purchasing, however, the aftercare is poor and substandard. Wanting to communicate only by app, sometimes gets a message after weeks and no action after months. In the period before corona it was said that it was too busy so I really experienced 0 service or cooperation. Too bad, but now a lawyer is looking at it. This while the municipality has already established that the stove should never have been placed like this and they have not been doing anything with it for 8 months.