Kensa Reviews 96

My heat pump stopped working so I rang the technical support team. I thought I'd be told to just contact an engineer but I got through to Tom M and he was genuinely amazing. I'm not very knowledgeable about the heating system but Tom took the time to go through things in a logical and understandable way. He talked me through what I could see on the display and worked out what might have gone wrong with the compressor and various parts. He then sent me details of what parts I might need to help fix it and I spoke with him on several occasions to talk me through what I needed to do. I wasn't sure on a couple of things so sent photos to see if the parts looked right and he always got back to me quickly and was always happy & encouraged me to keep checking with him. We got the heat pump running again and I can't thank Tom enough for his help. I honestly think this was the best customer service I have experienced - his knowledge was brilliant, he was really patient and I never felt rushed or like I was taking up too much time which is so refreshing. Truly excellent service and a huge credit to the company! Thank you Tom.

Massive shout out to Tom on the Help Support line this evening who took me through what he had only ever come across once before with a Heat Pump and a tP fault showing but got the Heat Pump going again - thank you Tom !

Wow! Quite possibly the best customer service I’ve ever experienced. Quite exceptional. My pump is four years old and was purchased through a third party, yet the Kensa technicians could not have been more helpful and were at pains to encourage me to call back another time with any queries big or small. I wish I’d called years ago.

Tom 3 (I gather there are three Tom’s in the technical team!), spent an hour on the phone with me, through my tears of frustration at difficulties with our fitters and then obvious joy at actually getting my head around my pump’s functionality thanks to him. With impressive accuracy, he was able to describe exactly what I needed to do and predict what I’d find at each stage. A part is being sent and I will look forward to the next stage. Nothing was too much trouble. Tom was clearly incredibly knowledgeable but also genuinely kind and invested. I couldn’t have asked for more.

As it happens, I’m also really impressed with the pump itself, but with customer service of such exceptional quality, it’s a company I would highly recommend even if things do go wrong. So refreshing. Thank you Tom and the team.

I called for some assistance with a collection. Wendy went above and beyond for us, and called back with the answer. Proof of a World Class company when the staff care to go to the limits as they did for us today.

Kensa’s technical department is phenomenal. There was an issue with my heat pump. Tom Morris accurately diagnosed it and provided phone advice to enable it to be remedied asap. Fantastic service, thank you.

My heating & hot water recently packed up so I called my council repairs & maintenance number, they booked a slot for me the next day, however I received a voice message much later the same day saying they made a mistake and should never have taken the fault and I had to contact Kensa directly. I got through to a lovely person called Janine, she was so very helpful, she explained to me that the council should have emailed Kensa with my fault & because of their mistake it held up her ability to get the fault repaired that day. She kept in constant contact with me throughout the next day until the engineer came and fixed my fault. I am so very grateful, thank you Janine and of course the Kensa engineer James who was very professional and thorough.

Called the Kensa heat pump technical support team today. What a fantastic service. Straight through, no queues, speak to someone who actually works at the company with complete knowledge of the products/systems they provide. Friendly and personal. A rarity these days.

Janine in customer support was very helpful and instructive to help me fix a problem.

I was recommended a Kensa heat pump by a heating engineer and a builder. Their advice was good as the heat pump has been excellent and the customer service is exceptional. Chris and Tom in the technical support team both go the extra mile. They know the systems inside out, find solutions and do what they say they will do. I could not recommend more highly.

Very polite service very good right on time

Excellent service , very friendly and prompt with appointment times
Would highly recommend.

10/10 service. Really nice and friendly people to deal with. Even had a chuckle or two with the customer service advisor.

As always, when I contacted the call out team, they responded straightaway within a few hours. They asked for more info and passed it on to the technician for his review and further action. As there was some confusion about my setup, their senior manager tried to contact me but as I was away from the country, I couldn't speak with him. However, he tried to call me again and after I was still not contactable, sent me an email with his query. Once I called him back on my return and cleared up the confusion, the call out team scheduled in the technician visit rapidly. The technician visited and diagnosed the issue in a couple of days. He then got the office team to order a replacement part, which was quickly installed by a third party contractor. The whole process took just over a week but the bulk of the delay was due to my unavailability. The whole process was just painless and the communication was amazing.

I just wish that other similar service providers are as efficient and responsive as Kensa.

Keep it up!

I have spoke with Janine on a few occasions now and every time has been sympathetic helpfull and pretty speedy on getting back to me with updates. Cannot thank her enough!

I worked in collaboration with Kensa as a client side project manager to install ground source heat pumps to several sites as a gas alternative. Kensa are at the forefront of this technology and are developing their own equipment and solutions from their factory in Truro. If you are looking for greener, more eco friendly solutions to heating and hot water generation, i can highly recommend Kensa as a company who will be able to assist.

Recently, at Swansea Council we completed training session with Kensa Heat Pumps, and I must say it was an outstanding experience, thanks to the excellent trainers, Darren and Todd.

From the moment the training began, it was clear that both Darren and Todd possess a wealth of knowledge and expertise in heat pump technology. They explained complex concepts with ease and made sure that everyone in the group could follow along, regardless of their prior experience.

Darren was particularly impressive with his detailed explanations and hands-on demonstrations. His ability to break down intricate systems into understandable segments was incredibly helpful. He was patient with questions and ensured that no one was left behind, fostering a supportive learning environment.

Todd, on the other hand, brought a practical perspective to the training. His real-world experience and anecdotes made the sessions engaging and relatable. Todd's approachable demeanour and willingness to share tips and best practices were greatly appreciated by everyone in attendance.

The training program was well-structured, covering all essential aspects of Kensa's heat pumps, from installation to troubleshooting and maintenance. The blend of theoretical knowledge and practical exercises provided a comprehensive understanding of the products.

Moreover, Darren and Todd's enthusiasm and passion for their work were infectious. Their commitment to ensuring that we left the training confident and competent in working with Kensa's products was evident throughout.

In conclusion, I highly recommend Kensa Heat Pumps' training program, especially sessions led by Darren and Todd. Their expertise, teaching skills, and dedication to trainee success made for an invaluable learning experience. Thank you, Kensa, for providing such top-notch training, we will be seeing you again soon to put some more engineers through their paces!

The Kensa lad came on time to check the boiler. He was very polite and friendly. Your staff that has had to come to our apartment for one thing or another have all been the same. It was in May not sure of the date.

Tom the technician was so helpful.

Tom took it upon himself to go through each part of the process step-by-step with each part being incredibly well detailed. Tom was patient with me whilst I downloaded the app and spoke to him through the process. Tom constantly reassured me that the process was okay and that there was nothing to worry about, regarding my hot water usage after diagnosing the problem Tom gave me a quick fix but also gave me a long-term solution and that I was very grateful. Tom you are a credit to your company.

Very helpful staff even when i had problems they worked quickly to help me

I had the pleasure of meeting Janine Gilbert when she was appointed Thurrock Residents Liaison Officer, what a genuinely lovely person she is , very polite and professional and so informative. She was very helpful and made the whole process so much easier, she was always there to listen and went above and beyond to answer any queries or problems we may have had regarding installation and use of the heating system.
Janine's customer service skills were and are outstanding, a year later she is still dealing with bookings and queries and still going above and beyond to assist with any problems.
With her warm friendly nature she is truly a great asset to the company.
Many many thanks Janine 😁