Kingspan  Opiniões 204

Contacted this company as I had a problem with a Biotec septic tank that had been purchased from them. They wanted to charge me £380 for a call out, and then, I assume, additional costs to repair the fault. However I was offered a 30% discount if I signed up to a service contract! Also, this company uses a 0845 number which meant I was charged an exorbitant amount of money just to phone them! A nice additional earner for them.

This goes back to June 2022. A local company (Hyslops, Newton Stewart) did an excellent job of installing an oil-fired heating system. Part of the system was a brand new Titan tank together with a Watchman sensor. After four months of operation I became somewhat suspicious of what it was telling me as the reading had only dropped two bars. A dip of the tank revealed that it was only 1/3 full so the Watchman was telling lies!! I contacted Hyslops and they ordered up a new item assuming the original to be defective. They also contacted Kingspan but got no useful response. Their fitter came, checked out the original sensor to ensure that the settings were correct (they were) and confirmed it was defective so fitted the new one. This one settled down and showed 8 bars on a tank that was now but 1/4 full. I had the tank filled and it returned to a full ten bars but within a week was showing a dying battery. I wrote to Kingspan in late December but have heard nothing. Yesterday I dipped the tank and it was showing 1/2 full but the Watcham shows 8 bars!!! Today the display shows nothing except the dying battery symbol. A useless bit of kit and a company whose customer service is appalling as many respondents on here confirm.
Update.
Now a week since I left this report--Kingspan have not even had the decency to respond with their usual "contact us" response! What a company!
Further update some weeks later. Kingspan contacted me by email (after I had emailed them) and we had a useful conversation. As a result I was sent a new unit (together with a further device that i could use with my phone as a gesture of goodwill) I prepared and installed the unit as per the instructions --it didn't work! More emails and a telephone conversation determined that it was the device and not operator error that was not working. This meant that I had three defective sets of kit on the bounce!!! A fourth set was dispatched and installed onto a nearly empty tank and it duly read just a couple of bars. A subsequent tank fill has it showing ten bars. Success! A working unit on the fourth attempt!
I have to commend Mark and Heather at Kingspan for their helpful and pleasant dealings with me but I have to reserve judgement on the kit--they are having quality problems which they are addressing I believe. Time will tell.

Bought a kingspan sensit for my home heating oil tank. It's taken 6 days to give its first reading... its ment to tell you if there's a sudden level drop but you wouldn't know for 7 days if you had a leak at that rate! Bought from tanks.ie and it seems to be them that's emailing me to try and resolve it, rather then kingspan themselves. So far I'm very disappointed with a product that should be easy and straight forward to use. For 153e I think I'll be looking for my money back if this isn't resolved this week. The old dip a stick in the tank method was faster and way more reliable.

Having recently purchased the USB Kingspan Connect & completed the problematic connection setup yesterday, the dongle is green but the app still reads, 'Awaiting the first reading from this device. This can take up to 24 hours, please check again later.'
Considering how NASA can communicate to mars in 5-20 minutes, it's hopelessly long when taking 24 Hours to communicate with my oil tank which is less than 10 metres away.

With no troubleshooting manual, another inconvenience is having to re-input wifi data & the sensor's serial number each time the Kingspan Connect USB is reseated, this could be easily resolved by the app saving the settings.

I had hoped my review of this product would be the opposite of many negative results. But, this technology is seriously outdated, therefore A Generous 1* Rating.

Unless these issues can be resolved, this purchase will be returned without delay.

**UPDATE 19 April 2023*"
Despite Kingspan cut/pasting replies on here to Customers, the fact is they understand how there are issues with their Sensit Dongles, software & their Server's but continue to sell them.

For 3x months now, I have sent images, serial numbers, countless emails as per their request. To date, it has now been 2x weeks since they replied & are now ignoring the issues and not communicating. This lack of customer service is both frustrating, highly annoying and deeply offensive as I trusted Kingspan to be a professional company.

Trading Standards, Offices of Fair Trading & Citizens advice have now been contacted as these particular Kingspan products are clearly unfit for the intended purpose in which they are sold.

We had a biodisc installed at a new build. Since it was installed we have to buy 2 new parts that were faulty and found at the time of commissioning the system. The pump was faulty and the beacon sent was incorrect. As the commissioning was done over 12 months later, they said we had to pay as it was out of warranty despite them never being used. Not happy about this but without the commission done we cannot get the house signed off so we had no choice but to pay the extra £600 for both items. Wouldn't recommend for this reason.
Since Kingspan asked for contact we have spoken to them this morning to no avail. Despite them looking like they wanted to resolve the matter - they didnt. Still no acceptance that the wrong item was sent or they will honour the cost. We have not had faulty goods, the wrong item was supplied yet we have to pay for it. Complete JOKE of a company and response. Will never be using or recommending them to anyone. CON ARTISTS!

I have bought a polycarbonate sheet on 30th of December. It arrived a bit late as the delivery company didn't found me at home but, after the sheet went back to Kingspan they called me and Steve went above and beyond to get my product delivered on the agreed time( a week later than what Kingspan offered to do as I couldn't receive any deliveries due to a change in my schedule). I also got a call from them to ensure that the delivery got on time to me and that the product had no damages. 5 stars well deserved, I wish I could had rated their customer service higher.
The over-all experience was so good that when I saw the reviews below made me check twice if I'm giving the review to the right company.

Thank you Steve and Kingspan

I have never experienced a worse customer service. I phoned Kingspan on 9th Nov 22 regarding a faulty watchman. They requested I email details which I did. One month later no reply. They said they have staff resignations so could I resend details. Mid Jan 23 still no reply and no explanation.

Been waiting since October for a refund for a failed repair visit... on and on we go with me sending email or ringing and being told "its been passed to accounts" or "we'll get back to you" really poor given how much I paid upfront for the repair when they had the wrong part and I have had to go elsewhere to get repair done.

Only redeeming factor being they at least reply to emails (Latasha (an advisor) does) and can get through on phone.

Overall exceptionally poor and wish I had stayed away from kingspan, shame really as there should be some comfort in going to manufacturer for a repair.

Building a new house for my self. I wanted a rain water harvesting system to be more economical friendly.I wanted a storage tank and components that I thought would last! I was wrong. I fitted a Kingspan Gamma gravity system 4600 liters.The tank was commissioned by Kingspan them self and signed off correctly. The depth sensor last 9 months from the tank installed and commissioning date before it broke down. Phoned Kingspan to be told the warranty is from the time of purchase and I would have to pay for the part myself, which is over £300.The woman on the phone said she would email me the parts I needed, she didn’t! The rain water system has had only 9 months of use and it’s broken down. Not looking good for Kingspan rain water harvesting system if they breaking down with in 9 months of usage. I won’t be recommending these tanks too my customers.

We bought a klargester sewage treatment plant through kingspan - our builders told us the sales rep was great, but once they tried to book commissioning it took months. There was then an issue, that the engineer had been sent without a key part (despite the need for that part being explicitly raised), and couldn’t commission it. He told the office what was needed and said they’d arrange a new date once ordered - since then the builders can’t get through, despite chasing daily for a couple of weeks. Who knows when we’ll be able to use our plumbing!! Absolutely awful - avoid!

I had an annual service engineer Kevin come around to my new build property to perform an annual service check on my Kingspan unvented water cylinder and he done an excellent job

Came to our residence at 9AM which was the ETA (9-12) and fully reported everything for us to receive an annual service report at the end emailed to us by the accounts team. He had great respect for our property and was kind plus enthusiastic

The scheduling team and accounts team also organised everything very quickly and efficiently which was really good!

I hope their great servicing continues to improve

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.