Kingspan  Reviews 205

Shocking customer service
Had to contact them when clear water was pumping out onto our lawn, paid a lot of money for them to arrange an emergency tank emptying by 9am, it arrived by 11.30 & the engineer had to stop emptying part way through as we were over our limit and had to pay more to get the tank emptied before the engineer could check the problem out.
Despite being on a gold service plan ie within 3 days the engineer turned up on day 4 and found a rusted bracket in the external pumping station which they are refusing to replace under the plan & had to replace the pump as it had packed up under warranty.
I requested a refund or partial refund for the emptying charges due to it being down to their equipment failure but the declined and said that is outside the policy.
Needless to say unless there is a change of heart on there part we will recommend the product but not any service plans

Since removing their U Value calculator, I have contacted Kingspan Insulation on at least 2 occasions to request u value calculations, as per their website invite, but to date have received absolutely no response, other than an automated message to say they had received by information. It is now over a month since they withdrew the on line u value calculator, with a message to say they are replacing it very shortly, which never seems to happen. DUE TO THEIR COMPLETE LACK OF SERVICE THEY ARE ABOUT TO FOREGO AN ENOROUS AMOUNT OF BUSINESS UNLESS THEY GET THE FINGER OUT!

Our complaint is... we have a Kingspan unvented hot water cylinder with external thermal expansion. We had it installed two and a half years ago. It worked ok until about a year ago when the thermostat/element failed, since then six have gone, so each one since the first failure has lasted about 2 months on average.

I arranged for a Kingspan Engineer to come out and repair my rainwater harvesting system. He was fine and concluded the pump was at fault. He then referred me to the Kingspan office who tried to sell me a new pump for £1100. The online retail price for the pump is £550. There is a difference between making a reasonable profit and being a con artist and Kingspan are the wrong side of that line. Avoid this firm at all costs.

The customer service is beyond awful. Just phoned their technical line to find the best adhesive for K118 and they don't have the technical data sheets - so they can't advise me about their own products. They did a 'pop quiz' around the office to get an answer. What a shambles.

Took a years contract as cover on a Treatment Plant albeit the paperwork was wrong and had to get amended. They advised a new d/d after 12 months but sent no invitation to renew. I emailed and advised not prepared to renew without a contract to renew. They never replied. Phoned and cancelled but then received two more contacts where I again had to advise service no longer required given their poor customer service. Today received a threatening e mail advising that full payment for the year required. They also phoned and advised that as my d/d was not cancelled until 4/2/22 I had an obligation to pay full premium. Legal action advised would follow. Thankfully I had emailed them on 31/1/22 to say putting d/d on hold. I would never use this company again.

Moved into a brand new home, initially the water tank was wired incorrectly meaning when you switched on hot water the heating would come on and vice versa. Got this sorted and engineer came out later and a valve was sticking but he had done a fix and I never thought anything of it. Until recently when no hot water and engineer told me the valve has failed and probably faulty from beginning. This is a water tank that was installed in August 2020 and now useless. Apparently if you don't fork out for costly annual service then warranty no longer valid. Surely, a valve should have a longer life than 20 odd months.

I bought a new house and unfortunately the house builder had the Kingspan solar system installed. I have been paying for extortionate prices for the annual services and nobody could tell me if the solar actually saved me money. When asked, Kingspan told me to compare the energy bills to before the installation BUT it is a brand new home so I have nothing to compare with!!! Then three years or so ago, we had very hot weather, coinciding with my holiday which I used my time to tend to my garden, and afterwards took a shower and guess what, the hot water ran out half way (my shower probably averaging 5 minutes). I mentioned this to the service guy and he could not give an explanation, and also said the house builder installed it incorrectly perhaps and advised me to go with the top service Kingspan offers in case something happens (talk about throwing good money after bad). This happened again (ie running out of hot water, and by the way, I live alone so nobody else would be using the hot water) and when mentioned at the next visit, the service guy did try to check by going across the road and look at the solar panels from afar. I have no clue what that was for and for the price, should it not include cleaning of the panel. Anyway, the reason why I am writing today is the Easter week just gone was hot and once again, I took a shower after coming back from the outdoors, and you guessed it, the hot water ran out after a few minutes. So I do not know at what point the solar works, surely there should be enough hot water for one and if it is not capable to provide a small amount of hot water on the hottest day, then it is NOT FIT FOR PURPOSE. What a total con. And if somebody is in the know, please please do tell me if I can just switch the stupid system off and not waste a few hundred pounds for the service every year. I truly wish the system was not installed at all.

My initial review said “Avoid their Klargester service plan. We installed a sewage treatment plant and had an annual plan for 9 years and when we came to move mid way through a contract year they insisted on the full year being paid. They won’t provide the annual service to the new owner and we can’t assign the contract to them. Sharp practice…..”

Following its posting Kingspan have been in touch and done everything within their power to puts things right, including undertaking to review their T&Cs. Senior managers have been phoned and followed through when they’ve promised further contact and action. They have promised to review internal procedures to make sure staff respond more appropriately to customer issues.

Everybody makes mistakes, and I suppose it is a measure of customer service how they respond when they do. After a faltering start, Kingspan have done well.

We need to install a new large sewage treatment plant at our new house - that’s £8,000 of new kit - and based on their belated response I will consider installing a Klargester again.

Thanks are due to Trust Pilot for providing a platform on which we can share our experiences and prompt companies to react.

I recently had the misfortune of booking a service visit from Kingspan. I was quoted a price of around £235 for a service, or I could pay an additional £40 for a “call-out” which meant the engineer would not leave my property until he had fixed the problem. I thought that made sense so I paid the higher price. When the engineer arrived, he took one look at my hot water tank, condemned it and said he would not work on it. He then left my property saying Customer services would call to issue a credit. Customer services did call and confirmed I would receive credit but here I am four weeks later, with no credit because a manager had overruled the credit advising that I had booked a call out, and they had come out, so no credit was due. What a scam, sell the customer a higher priced visit, then visit site, don’t do anything, and pocket the charge. Avoid this company at all costs.

67% of Kingspan reviews are poor or bad I have dealt with them & now I know why

I have just been on the phone to the Kingspan technical/customer service team about an overflow problem. Kerry, the agent I spoke to, was extremely helpful and a delight to deal with. She then put me through to Patrick in the technical team who was again really helpful.

We can not fault Kingspan, the whole experience from reporting the issue to having an engineer inspect and then replace the cylinder has been totally painless and quick. The communication between all has been exceptional. If only all companies were this efficient, life would be so much less stressful!

I recently moved to a property with a kingspan bio disc. I had a problem with it after 4 months and called kingspan for assistance. I wasn’t happy at first because I was given the wrong information regarding the tank. This is why I have given 4 stars not 5.

However since raising the issue kingspan have been very helpful and I have signed up to the gold service plan which sounds great for peace of mind going forward. Hannah helped me set this up over the phone and she was great and answered my many questions about the tank as this is all new to me.

I’ve also had a kingspan engineer out for a service. I’m not sure of his name but he was also very helpful and happy to explain how the system works and what I need to do with it. Also very professional.

I pay a monthly fee to a Kingspan Bronze Service plan. I recently moved out of my property and asked for a refund as I didn't use my yearly service. It was rejected because their T&Cs indicates that I could only cancel it within the first 7 days. Moreover they even asked for the remaining payments to close the contract. This is clearly an unfair treatment as they are charging me for a non existing service. What do we call people who take other people's money without delivering what they are supposed to deliver?

Kerry in the Customer Service Team is a credit to the organisation. Professional, quick responses provided. Every contact has been made so much easier with her efficient approach to managing customer queries/concerns.

Tracy and Dan

We pay a monthly sizeable fee to Kingspan for the maintenance of a sump pump. They carried out the annual service last year and from that date, the pump has failed constantly. They eventually replaced the pump, at our expense, and now say it is the wrong pump for the control board. Each and every time I phone, and it has been daily, I am promised that someone will call me back. They never do. I am appalled at how poor their customer service is.

My 12 year old unvented cylinder started leaking from the Emerson seal. I contacted Kingspan who could not have been more helpful. Once I had submitted the annual service schedule they arranged for an engineer to call within 2 days. They agreed to replace the faulty cylinder and a week later it was done . Amazing service at all stages.

1 star is more than this company deserve. We have been with Kingspan since 2018 on their 'Gold Package' and have never had any issues until now - that we actually need to use them. We had our yearly engineer visit who informed us our biodisc tank (thats gravity fed) was flooded and that we needed to pay 'another company' to empty this (or use their sub-contractor which was nearly triple the price) for the engineer to be able to look inside and locate the issue. We grudgingly did as asked as we needed this fixed. The 'other company' stated upon emptying the unit was smoking but when we informed Kingspan of the urgency, they assured me it would be ok and that an engineer couldn't come out again until 11 days time. Well that 11 days came and an engineer came out - for us to be told the unit was FLOODED AGAIN and that we had to pay the 'other company' to come and get it emptied AGAIN at OUR expense. Kingspan stated the 'other company' should have used CCTV to locate the blockage - which surprised us as we were never advised of this and only told to empty the tank before the engineer came back. Kingspan simply refuse to refund us for the costs of getting the tank emptied TWICE (despite the fact they never gave us the full information or advice) stating they only cover maintenance and parts for inside the unit. Clearly something isn't working inside the tank properly but they can't help until we get the unit emptied. The engineer has had a very easy job of doing nothing and Kingspan passing all responsibility to the 'other company' who we do not pay a monthly contract too and simply were there to empty the tank as requested!! Kingspan keep stating a blockage has caused this but there are no signs of blockages inside the house (no slow draining etc) and Kingspan apparently don't cover for blockages but as they have not managed to check this it is all guess work - we are very strict with what goes down the toilets and drains due to this biodisc system! This has been a costly experience and we still do not have the unit fixed until they come out next week. Very disappointing service. When queried about cancelling I was also informed that I would have the pay to get out of the contract which just renewed in September. All in all an overly TERRIBLE experience and so much time wasted. Very disappointed.
**Before Kingspan reply with asking me to phone their customer service - I have had enough time wasted with customer service - they all follow the same script that it's not their responsibility.

I have lost central heating; Kingspan were informed about the job on 09/11/2021 tuesday; to this day they have not contacted me. When I chased on this I was first directed to Warranty; then when I insisted I needed it sorted I was told the job had only been raised today 15/11/2021 with the service department. I am still waiting for an engineer to contact me. This is utterly appalling poor (non existent) service . No heating in winter and no contact with customer for a week to work towards resolving this emergency. And I am still waiting to be contacted and have the heating issue resolved!!!!