Kensa Reviews 96

I would like to thank your technical team for their outstanding help and advice when I called at 1418 on 29th March.

I m sorry to admit that I failed to catch the name of the responder, but he talked me through a repair on my Evo 13 that was way over my normal abilities. One 45 minute call followed by a 10 min return update later.

We agreed to replace the two pressure transducer/sensors on the top of the compressor and they arrived 36 hours later, all for free. I installed them using all the advice given and the Evo was back to normal.

Thank you so much. Outstanding service.

Dear Kensa people
re Evo 9Kw commissioned circa Feb 2022

This isn't a note of complaint - quite the contrary.

Rather we are writing to praise your engineer, Andrew Glasby. Not just for his technical competence, which you would expect, but even more for his readiness to juggle and increase his workload to get us up and running again and to fit in a service visit to restore our system to normal.

He revealed how tight his schedule has been, dashing about all over the North. But he managed to fit us in, arriving from home - God knows when he left - very early on Thursday morning, sorted us out and hared of to North Yorkshire. Our effective down-time was kept to one day.

And he's a nice lad and a good communicator, too. We reckon he's a real asset to your business.

Best wishes


John and Cate Clark

The customer response was outstanding ..
Myself having worked for Vaillant and knowing the pressures experienced by technical service …
Tom went above and beyond .his knowledge on the Kensa shoebox product was second to none .
His continued support throughout the call and attitude was extremely professional but real too .
Working for low carbon exchange the relationship I already feel with Kensa has given myself not only confidence in there help they follow up with but feeling the confidence in there products too ..
Excellent work Tom ..
On a Friday at the end of a long week ..
Magnificent.. tom and all at Kensa good work.
Good training.
Good products… The customer response was outstanding ..
Myself having worked for Vaillant and knowing the pressures experienced by technical service …
Tom went above and beyond .his knowledge on the Kensa shoebox product was second to none .
His continued support throughout the call and attitude was extremely professional but real too .
Working for low carbon exchange the relationship I already feel with Kensa has given myself not only confidence in there help they follow up with but feeling the confidence in there products too ..
Excellent work Tom ..
On a Friday at the end of a long week ..
Magnificent.. tom and all at Kensa good work.

We installed a GSHP in the Thames 10 years ago and it has worked well since. Kensa were very helpful at the time with clear knowledgeable advice about our system. What is really pleasing though is the technical support, when ever there has been an issue the technical support staff are available, knowledgeable and (so far) have always been able to fix my issue

Jordan has been particularly helpful resolving my issues highly recommend kensa technical team are 5 star

We’ve had the system two years now.The first time we had a problem with the pump was five months ago.In the end a engineer from our housing association fixed it over the phone with Kensa.It was so straight forward.Anyway when the pump started playing up again I contacted Kensa tech and was able to do it myself.Both times the lads Tom and Carl were excellent and very logical in their instructions.If only all customer service was this efficient.

Once again I had to contact Kensa tech support.Nothing to do with the pump which is running excellently.We had a faulty thermostat replaced by Switchee and the heat pump had to have a couple of settings changed.Once again clear patient instructions.Connect with an app and special code and away you go.All done within minutes.The best thing phone answered within a min.Makes a nice change from how some companies operate.First class.

Had my heat pump in about six months, a fault code appeared, rang technical support and spoke to Tom who talked me through a setting change. He was very clear and patient making it easy for me to follow his instructions. All fixed in minutes . Great Service Great product

Have moved into a house with a Kensa GSHP, have taken advice from their technical support line twice, once after a power cut in which they helped me re set the system and again for general advice on how it works. Brilliant help and straightforward understandable advice.

I phoned this company today to enquire about ground source heating and what sort of heating requirements my new builds would need, spoke to a chap called Jamie who was extremely helpful and patient.

Oh the irony - I complain about data protection breaches and they reply to an anonymous review with my name! They've clearly learnt nothing. Be very wary of how they will treat your information.

We were recommended Kensa as a UK manufacturer of ground source heat pumps. The first two people I spoke to there seemed helpful and Kensa started to quote on our job. However Steve Costello the sales guy kept getting really confused about whether to cite domestic or non-domestic RHI rates. We clarified with OfGem that we were domestic customers who were eligible for the non-domestic RHI. I checked with the MD, and the CEO of Kensa (and with the GSHPA) and they agreed.

However Steve started getting quite irate with me that it wasn't, to the point it was impossible to work with him. So I politely asked if we could have a different point of contact. No problem. So we plan out the system and pay out £1650 for a design suitable to our ground conditions that Kensa contract from a third party, and I was just about to spend nearly £100k on getting it installed when I discovered that Steve Costello had phoned my builder and several other companies I had worked with to say I was an impossible customer and had asked for him to be fired (neither of which is true).

He had also made a statement to support a company who I had to take to court to get my deposit back from (there was no overlap in their involvement with Kensa, it was just a malicious action on his part, and the court found I was entitled to my desposit back and had done nothing wrong whatsoever).

I raised my concerns in writing with the CEO of Kensa about this highly unprofessional data protection breach and was told that they would not now work with me as I had made a complaint.

I asked ICO to investigate, and they found that Kensa had breached the data protection regulations, both in contacting third parties about me without my consent and in how they handled my data protection complaint. They were told to remedy this. Kensa admitted the data breach and made a written apology, in which they admitted that Steve had contacted other companies to spread unfounded criticism of me (and subsequently lied about it to his boss), and were ordered to refund me the cost of the design and undertake data protection training. Despite this, they blamed me for the problems and said Steve was a great employee I had "taken against" for no reason.

It is quite clear from ICO, RECC, GSHPA and OfGem that I did absolutely nothing wrong and was in fact correct to raise the concern about being cited the wrong rate of RHI for the project. However I have no confidence that Kensa grasp the basic concepts of customer service or data privacy.

So if you want a company that will treat you with respect and not phone up lots of other companies and people to lie about you for no reason, I'd steer clear of Kensa. I've gone on to have the system fitted by another company without any problems. But it is very much a case where it is worth checking references as the renewables industry has a lot of cowboys, and this was a very unpleasant experience.

I have had a Kensa heatpump for 11 years. Generally it works well although occasionally with a sudden temperature drop the pressure drops and the unit malfunctions. Yesterday was a case in point and I could not access my local independent technician. I left an email explaining the situation at 18:00 hrs. By 08:30 I had a very helpful chap on the phone who talked me through what I needed to do. 2 days from Christmas ! I have always found them great to deal with on the rare occasions I've needed them

I shopped around quite a bit for a heating system. The Kensa range suited our project. They had a 3 phase systems, compact with a really good output.

I found Kensa really helpful and the MCS scheme great. Their technical support helped me when it came to planning the ground array. They helped find a decent installer. (there are a lot of people who will waste your time).

Our house is so nice and toasty now!

It has been a very positive experience for me with Kensa and they have actively helped me with issues that have come up. Great product, great people. Thanks.

I experienced instant service from Lauren in Exeter which is rare in the heat pumps market in UK currently from my experience

Hopeless company. Go on their live chat and you might get a response every 5 minutes if you are lucky. Clearly not interested in any new business!