incompetent customer handling in the office and on...

incompetent customer handling in the office and on the work floor

After Nederland Isoleert (NI) applied cavity wall insulation to me, (Jan 2017) no grids were placed because the installers on duty did not consider this necessary. After the installers left, I went to inquire because I had doubts about not installing the ventilation grilles to the crawl space under my house.
When filling in a review about NI I indicated that I had doubts about this and shortly afterwards NI contacted me to answer and solve this question. So far everything in order. I have indicated that I wanted to have a decision by means of an inspection or that grids were now necessary for no reason. We then made an appointment for this inspection. On the agreed day, a person was indeed at the door, but this was not an inspector as agreed, but a mechanic who carries out various activities. Inspection was not his job, he came to drill holes and install grids. This was an action by NI without consultation. After contacting NI by telephone, I agreed to have this work carried out without the requested prior inspection. Mechanic went to work there after some time he had to stop working because the drill he was carrying was not long enough to make a hole through and through to the crawl space. Second appointment made with the explicit mention that a long drill had to be brought and at the agreed time the same mechanic was standing at the front door but with shame on his jaws because he had not brought / received a long drill. Third appointment made and mechanic had arrived at the door with a long drill at the appointed time. Mechanic at work and after about half an hour the hole, which had already been partly drilled last time, was completely drilled. At the second and third hole it took about 3 hours and I estimate that these holes are about half deep, but the mechanic indicated that he could not get through and that other possibilities had to be looked for, but that would be had to walk through the NI office. We have been waiting for NI for more than 2 weeks for a follow-up action that should follow, but it did not come, took the initiative again and made contact via email with the clearly irritated text that a solution must finally be found. After this email I got another call a week later with sorry and apologies and that they are going to work on it. I then asked the gentleman why he called if he has not yet arranged anything. I told him that I only want to be called or e-mailed when the holes and grids are going to be worked on again. After about an hour I am called again that a mechanic is on the way. I asked the gentleman if this mechanic would have the solution and the person from NI said that he came to view, assess and if necessary resolve the situation. Mechanic at the door and has reviewed the situation. He thought that the holes were drilled at an oblique angle and that it might be possible if he drilled the existing holes at a slightly different angle. The drilling went well, but he found that he could not get deep enough. I told this mechanic that the previous attempts were stopped because the drill that the other mechanic was carrying was too short (50cm) and that the longer drill (70cm) did not come through on the last attempt. This mechanic called NI and was indeed told that a long drill was necessary. The Mechanic was quite indignant that he had not received this information from NI and he also stopped the action without any further result. The result now is that these holes are getting uglier and no grids are placed.