Adlår Castra Reviews 1,142

delivery in time
accurate installation

Agremends discussed in the contract conversation with the accountmanager where not discribed in the final installation plan. I received a general installation plan.
A lot of communication was nessecary to adress this.
Invoices ar e sent for more than 50% before any delivery. This was not part of the deal.
After instalation I should receive instructions. No instructions where given.
The heatpump would be perfectly by adjusted. The pump was out of control( continues full power) for 5 days before action was taken.
Information from the installation was sent to their office whitout written content.
Access to the app is denied with no vallid maintenance contract, allthough they agree that previous information stated, that access would be availible after paymend of the contract for the heatpump. No limitations mentioned, only extra extensions. (change of terms during contract).
Repaire of a failure of the display took allready more than 2 month. It is still broken.
During telephone conversations excuses, excuses, promises, but no real sulutions so far.

There were a few hickups, but all was done to set them right, and Adlar was always friendly and available on the phone when needed

Very professional company and high quality products
I bought a heat pump with boiler. I am very satisfied with Adlar Castra's work. They are very professional. In every step I was informed. When I had questions, I could reach someone very quickly over the phone and right afterwards I received an email with the ticket number of my issue/question. Their products are produced in the Netherlands and their prices are good, and products are good quality. Many thanks!

Fantastic heatpump, excellent services at all levels, administrative and technical. Thank you for your effective and efficient - and continuous services!!

From the initial sales conversation through the survey, planning, installation and now a week of using the system, Adlar Castra have been consistently reliable and easy to work with. Each stage was handled clearly and professionally. The sales team provided straightforward guidance, the survey felt thorough, and the pre‑install communication was organised and timely.

The installation team did a particularly good job. They were punctual, tidy, respectful of the house and took care to explain what they were doing as they went. The handover was clear and helpful. In the first month the team have been quick to respond to a couple of early questions while we get used to the system.

Overall, the process has been smooth and reassuring, and based on our experience, Adlar Castra have delivered a solid and dependable service.

We like the installation part, people who understand their job.
But explanation how the system will work and during start up what to expect was far below standard. No explanation what we can expect the first 24-48 hours.

The installation was messy due to incomplete delivery. Another installation crew had to return the next week (!) to finish the job. Communication was poor due to the language barrier (foreign technicians). I had to buy and install missing components myself (wall outlet, copper/flex appendages etc). Poor show.
After installation no explanation or booklets about operation of the system. According the technician ‘customer service’ will take that for that… Indeed , after inquiry you get the information you expect to see at acceptance of the system.
Conclusion: Adlar still has a lot to improve in order to meet customer expectation. Specifically the logistic and installation proces.

After succesfully installing the heatpump one year ago, I've asked Adlår Castra to replace the gas based water heater by a new 200 L electric water boiler.
Also this installation was done nicely and in time. Last minute modifications are looking very good.
As for the heat pump, the water boiler works fine as of day 1.

A definite 1 star for poor communications and lack of problem solving. I have multiple issues after installation of my Aurora 3 full electric unit.

Loud, installed in a wrong place, system using 30/40kwh of energy a day etc etc. Costing me hundreds of euros in energy bills. But nothing so far.

Got called the day after posting a 1 star review. Promises were made, I would be called back the day after of second day after. Nothing. Called back myself multiple time. “It’s being handled by this/that department” but I don’t see them handling anything so far. Meanwhile my house is loud, (hissing sound, like air and water running in the system), the outside unit is running like a GE90 Turbofan engine and most importantly my energy bill is skyrocketing, I’m saving on my gas bill because my energy bill is now higher than my old gas and electricity bills combined. But at least my house is warm.

Calling them means nothing, emailing them could help, but they don’t reply and just send out automated emails with links to their support site which is outdated, or a nonsense email stating a ticket was made, WhatsApp is AI or not even replying anymore.

@Adlar, are you calling me now?

Apparently this is the only way you return my calls. Not giving answers though. I have been waiting for answers ever since you came to install the thing on November 24th 2025. Let’s go and sort this out.

It took 3 times with 4 different group to install the system. 1) the first group has not enough practical experience, how to do something efficient, they did not had the proper equipment / tools. When the second group came, they had also not the right tools, and they closed the values of the floor heating so we had 4 days no heating. Because the second group was not capable the 3 group need to come for the electrical installation. These guys where good. The 4th group/person finished 2 weeks later the job. This guys was very practical and good, changed a lot under the CV what the first group did not logical. So 3 installation days: 11-10-2025 / 3-11-2025 & 13-11-2025

The Company closed it doors in Belgium!!

1.‘they couldn’t provide me the EU forms to get the subsidies for a hybrid Heatpump. I lost 2000€ because of that!…but wait read more at the end!

2. Wintertime the connection between the heatpump and the gas system was not working well. Normally they can fix it via internet via the
Jån module. So gas heating helps the heatpump to achieve the temp in the house
I could not get in touch with the company in the Netherlands. There goes the promised service that we can contact them every day. Weekends : no answer!

3. Who is going to do the yearly service of my heatpump now? I have a service contract! The promised me 24/7 service!
I invested more than 5000€ and can’t use the heatpump as I wanted anymore!
Still waiting for an answer…
What happens with al the Belgian clients??
Have to be honest: Germany was very helpfull and could help me via Telephone! They fixed the problem ( connection Gasheating and Heatpump) and told me the yearly service will be arranged.
If this is the case I will update this review!

Update:
Finally somebody from the dutch Company with whom I talked with helped me very much. As I called and entered nr.1 instead of nr.2,the guy listened to my story. As it was so intens, he walked with his phone to his colleagues who know something about the technical issues.
I was told to do something on my APP! And there was the problem. I never became info that we can use an App! 2 minutes later I received an email with all the information and Installed it! All problems are gone!
So thank you my Dutch neighbors and also the Germans to help me solve this problem! The Belgians did not do well!
The also gave me information how to clean a filter and promised me the maintenance( every 2 years) her in Belgium!
Still waiting for my forms to get the subvention but I am sure they will send it to me

Keep you posted!

2 day’s later I received the correct EU Form ( Pakket- en energylabel)subsidies!
They made my day!
Now I can tell you, that I would suggest other costumers, it takes time to learn how the system works and the administration is correct now !
They( Netherlands(for Belgium) and Germany) helped me very much.
Very happy now!

I purchased the Adlar Aurora heat pump earlier this year and had it installed. However, I’ve been facing issues with excessive gas consumption. The system includes a JAN module that distributes the energy source between the heat pump and the CV kettle.

During the sales process, I was informed that the CV kettle would only be used when the outside temperature drops to 0°C or below. However, I’ve noticed that the CV kettle operates continuously, even when the temperature is well above that level. As winter approaches, the heat pump frequently switches to the CV kettle, resulting in an average daily gas consumption of about 3 units.

When I reported this issue to Adlar support via ticket number - ADL-NL-CAS061025-026517, they denied that the Adlar system was triggering the CV kettle and claimed the problem was with my CV kettle. After doing my own research, I discovered that the JAN module used by Adlar is designed in such a way that it activates both the CV kettle and the heat pump when the temperature drops. Also this problem was reported by other users as well and later their JAN module was replaced to fix the problem.

To prevent unnecessary gas usage, I have now disconnected my CV kettle from the JAN device, and the heat pump alone is running properly—without the extra gas consumption.

UPDATE After Adlar replied-

My Boiler was set to eco comfort mode which I also turned off, however that didn't work either and keep using gas.
After I disconnected my boiler from Jan module usage of boiler stopped , I have made video as well which clearly shows that heating light is ON when boiler was switched on. I have also reported this in the past.
Can you send someone so that I can show you "HOW ADLAR JAN MODULE IS TRIGGERING THE BOILER AND KEEP USING gas" ?

Very unprofessional company — they don’t even seem to know whether the water tank will fit into the cab or not. One person says it will fit, another says it won’t. The lack of coordination and consistency is frustrating. Overall, a disappointing experience and I would not recommend them at all.

Very unprofessional company — they don’t even seem to know whether the water tank will fit into the cab or not. One person says it will, another says it won’t. The lack of coordination and consistency is very frustrating.

I’m actually glad these issues happened before the installation — I can only imagine how much worse it would have been afterward. Based on their recommendation, I made amendments to my property which cost me extra money, and I even lost a day’s pay due to their poor planning. Instead of apologising, they continued to increase the price. Overall, a terrible experience and I would not recommend this company at all.

Good communication and work meetings to achieve optimal goals.

Very professional advices and installation of the heat pump installation.

Terrible service. They were very quick and friendly with the installation, which took place 2 months ago. Now with colder days we tried to use the heat pump for the first time and the heating doesn’t work. Not only that, it affected our boiler and we don’t even have cold water anymore. We contact them everyday for a week and they don’t want to come to check the installation. Just reply they close the ticket and we should turn on the boiler (which of course it’s on). We spent a lot of money, they messed up the installation and support is cero to fix the issue

The knowledge of the mechanics who installed the heat pump.
Everything was very well done.
It is very nice to do business with Adlar. They are very accurate, and everything they promise will be done.

More than happy about the actual installation. The heatpump seems to work like a charm, although not tested to the full extend due to summertime.
Communication around the organisation of the installation was and is still absent. Time of arrival as well as explanation of the system following installation should be better.
Now, some weeks later, I received a satisfactory answer. Although a little late, still a happy camper on the purchase!