ACM issues warning against commercial practices of Klussersteam

The Netherlands Authority for Consumers and Markets (ACM) is warning consumers about the telemarketing practices of Klussersteam. Klussersteam is a company that sells subscriptions for odd jobs and repairs to people’s homes. Through its consumer information portal ConsuWijzer, ACM has received several reports about this company over the past few weeks. ACM strongly suspects that Klussersteam does not comply with consumer protection rules. As a result, the contracts that the company has entered into are not legally valid, which means that consumers do not need to pay anything. The Dutch Consumers’ Association (in Dutch: Consumentenbond) also recently warned against this company.

Unjust claims

Klussersteam contacts consumers over the phone, trying to sell subscriptions for odd jobs and repairs to people’s homes, costing EUR 325 per year. Consumer protection rules mandate that Klussersteam must confirm in writing their offers to consumers. Contracts are only legally valid if they have been signed and returned to the company. If not, then no contract is considered to have been concluded, which means consumers do not have to pay. Klussersteam has failed to demonstrate to ACM that they indeed comply with the requirement that the contract be in writing. However, the fact that, to this day, Klussersteam continues to demand payment from consumers constitutes an aggressive commercial practice, and is, as such, illegal. Evert Jan Hummelen, acting Director of ACM’s Consumer Department, adds: “If you did not agree to the offer in writing, you do not have to pay anything.”

ACM has seen a significant increase in the number of reports concerning unfair commercial practices involving telemarketing activities of companies that employ methods similar to those of Klussersteam. In that context, ACM has already issued warnings against other companies before.

What can consumers do?

Consumers who receive invoices without having signed any agreement can visit ConsuWijzer.nl (in Dutch), and find out what their options are:

• Do not pay the bill, even if the company is threatening with higher fees, sending a bailiff, or taking other measures;
• Have the company prove that a written agreement was signed. Contracts are only valid if they have been signed in writing. The requirement that the contract be in writing must be met, for example when companies directly contact consumers, and make them offers for certain services.
• Hang up the phone if the company continues to call. Ignore letters or emails. These will often stop coming eventually;
• Report unjust claims to ConsuWijzer.