Kingspan  Reviews 205

I had the sewage system on my house serviced by Kingspan last month, as part of the "Gold" contract I have with them.
1. They direct debited me twice for this (but did correct when I raised the issue)
2. The pump on the tank stopped working immediately after the service
3. The first I knew of the pump problem was when sewage backed up into the house toilets and sinks over a weekend shortly afterwards
4. We had no prior warning of the pump failure because the alarm system wasn't working either
5. I left a message requesting urgent help on the voicemail over the weekend. They never responded to this...not simply not over the weekend, not ever.
6. So after 48 hours of emptying all waste water into a hedge, I called another local contractor on the Monday to sort our emergency, who did so within a couple of hours.
7. I then asked Kingspan to be compensated for their non-delivery of the service that they claim to provide under the "Gold" contract. I supported this with photographic evidence and a report from the company that sorted it showing that the reason the pump hadn't worked was because the activating float had been left wedged against the side of the tank. And the alarm hadn't worked because its float was folded over on itself. I also gave them details of the date, time and duration of the phone call I had made to report the problem.
Their response is to deny responsibility for any of this, and say it was my own choice to bring in a third party contractor, and in effect that they would eventually have fixed it if I had persevered with trying to contact them. So no, they are not going to provide any compensation....or even apologise for quite such a comprehensive failure to deliver.
Kingspan feels like a company that is overstretched by its rapid growth, with a customer service culture akin to Ryanair

Absolute rubbish! Cant get through and if i do get hung up on!!! Planning on spending a small fortune take my business elsewhere.. not that they care, wont bother them. just dont like dealing with incompetant companies who cant even organise technical support.

Dishonest website offer of technical advice.

Switchboard transfers calls to unanswered numbers.
after some minutes a callback offer is made, which I accepted, No call back received,
Tried e mail enquiry form offered on website, five days later receive reply stating that no advice is offered for any project less an 3 new build houses.

Website falsely offers technical advice for retro fit homeowners.

I called the telephone number given in Kingspan's response. An automated message states that it is a mailbox, and that the mailbox is full.

I emailed my enquiry to the address offered, and received a relevant response 34 minutes later.
This was good, it would have been good to get it on the first occasion.

However, we got a Bio-Tank installed 18 yrs. ago and were told groundwater was getting into the tank and causing it to failed cameras were put up the waste piles they were fine So I done an investigation myself and closed off all the gutting and used water buffs to collect the rainwater this year and that has solved one of the issues. Also waste had been getting into the water compartment which over the years has been ignored by Kingspan even though the tank had been emptied a few week earlier I was told by their engineer not possible it takes six months for that to happen. Moreover, I received an e-mail today dated: 27-11-2020 saying it is the fault of the reed beds which are working fine. Furthermore, common sense dictates this is a training issue and as a layperson, I should not have to tell them their job they are supposed to be professionals. All I ever wanted was the issue fixed and to receive what I have already paid for that what they call! Doing business

Update they came out today I paid to get the
bio- tank fully emptied and washed their subcontractor messed the Kingspan engineer who had to wait for 3hrs. However, they sent the wrong size of tanker out that block the lane and did not get what I expected the bio- tank full wash out Moreover, the engineer was satisfied but I had paid to get the tank fully emptied and also washed so again was disappointed. it's going to be another few weeks before I find out if the issue with the Bio tank has been solved. and then I will phone the Kingspan head office a few weeks time, To-days date is the
25/08/21 and lodge' my concerns.

However, the issues are now resolved and that is all I wanted as a customer

very bad delivery time. do no respect the agreement. do not respect the price agreement (after advance payment) increased the price leaving us hostage to them. we had to pay the price they demanded, outside of what was agreed in the signed contract, otherwise they would leave the work unfinished

Avoid …!!!! Tried calling Kingspan customer service 43 times. Left 4 messages. Spoke to Emma and Adrian who were both exceptional . Then spoke to David the director who said he would send someone round which he did. Keith who came round this morning to look at my tank told me the water tank and expansions were fitted incorrect. Had a independent bloke round who told me it was installed correct. David assured me it would have been fixed no matter what the problem was. I found Keith to be rude and not helpful one bit. I asked Keith if he had spoke to David he said he couldn’t get through to him but spoke to his manager and the manager said for him to go. So I get told one thing and they have not kept to their word. Disappointed is a understatement. They don’t deserve even 1 rating. David I found to be empathetic and listened and understood how I was feeling and assured me it would be sorted no matter who was at fault. After speaking to David today he said he never said that to me. So am I silly and don’t understand what was said to me… don’t think so..!!! This has left me so upset and disappointed the way this has been handled

Will take your money and not provide a service.

We paid £880 for Kingspan to service our tank twice a year. They only serviced it once and, the blower unit seized due to a small piece of debris which I explained on the phone. They sent out an engineer to "service" the system which normally takes just under the hour. The engineer was in and out within 3 minutes saying i'd need a new blower. Quoted £1,375.93 for the work. I assessed the existing blower and within 30 seconds I had removed the debris and the system works fine now.

Kingspan refuse to refund for the missed service. Instead offering me a free extra service (when unit only needs to be serviced twice a year, this is of no help), a complimentary boost to a higher service package (once again of no use if the services are simply carried out as per the contract). They refuse to refund when they do not provide the product contracted for. Raising a complaint but refusing to raise it further than team leader.

After I got the blower working, I have said they need to send an engineer back to do the service they were meant to do in the first place. He's then found another faulty part. A simple part (£45.86) which he explained and is simple to fix. Originally quoted £224.63. I questioned why i'm being charged for an extra hour (£56.80). So received an amended quote with that removed (£156.47) which I was then happy with. Then received a quote from the team leader with another amended quote. But for £321.79! I then received a call asking for payment for £157.78.
After sorting and confirming a quote with a representative for the correct £156.47, we paid this. Now received another email asking for more money to match a different quote.

The amount of miscommunication and failure to work with the customer is diabolical and not something we expect when paying now over £900 for two services a year. In comparison, the competition are only charging £110 per service.

Please don't tell me to get in contact with you Kingspan, as i've tried to do this over and over again. Can someone more senior contact me to correct this issue and get this sorted. Months of aggravation I really shouldn't be paying for.

Received message below, but still not received a call from Kingspan to resolve these issues.

I have a Titan Biotech P6 sewage treatment plant. I needed an engineer's visit and was quoted £358!!! Needless to say I went elsewhere. How does Kingspan justify this ridiculous fee?

Do not ever buy a Watchman Sonic home heating oil monitor....it's a very, very expensive mistake to rely on such shoddy rubbish to determine whether you have any heating oil in your tank.
Our device told me I still had 40% oil capacity in my tank yet an emergency callout to a boiler engineer determined we had run out of oil, requiring an emergency oil delivery and draining of the system to remove the subsequent airlock before heating was restored , hundreds of pounds later. I'll be using a dipstick in future.

Cylinder started to disintegrate inside after only six years. Fragments blocked the hot water taps. Only for my plumber's several visits I wouldn't have been able to identify the source of the problem. Issue is that Kingspan replaced the cylinder but won't pay for the damage or work to rectify. Kingspan's attitude has been aggressive. In the paperwork it says 'no need to register' for 25 year guarantee but then by email then told me I was confused and that you must register within 30 days.

I would give minus zero stars if the option was available.

I have Gold service plan with them, they came to compete the annual maintenance service, and was informed some repair work is required

I was quoted over £400 for the work which they required payment up front. Why when I've had a service plan with them for the past 8 years!

I paid up and expected the repairs to be carried out.

On the day two so called engineers turned up, looked at the job, made a feeble attempt to carry out repairs but was told they can't repair it!
So was given another quote of over £1600, I asked for a refund of the £400 I'd paid to get the job done I the first place.

But they are refusing to refund me even though they didnt fulfill their side of the contract and complete the repair. So I'm £400 down, and the repair still needs fixing.

Needless to say, I have another firm coming to fix the issues for far less than Kingspan quoted.

I won't be renewing my service plan, that's for sure.

Avoid these rip off merchants, all they care about is getting your money and doing nothing for it.

I get the impression they are just a lot money grabbing so and so's.

Do yourself a favour, and avoid this company.

For a company that claims to employ 13000+ people you'd think they could put some of those in their customer services division! Having spent well over £100k through SIG Northwest for their product, the customer support is probably the worst I have come across from any company, big or small. I have never got through to anyone in technical, nor have they ever returned any of my messages. My project manager has only know them to return a call once, that was six months after the job finished! If Celotex can hit the U values your after, I would suggest you use their product instead

Living in an eco house I had a Kingspan biodigester installed. I cannot commend Kingspan enough for the quality of service received. After problems on Christmas Day I sent an email, not expecting a reply until the New Year, and received a response from Jamie Fisher, Service Engineering Manager that day (yes, on Christmas Day). Well, that in itself was a miracle but it only got better and better. Jamie organised a repair, Sam came and was delightful but because he didn’t have the full complement of parts I’ll have another visit. No problem, Kingspan is always welcome here thanks to the extraordinarily high level of service I received.

Recently moved in to a new (to us) house with a Kingspan HW Cylinder, which we have never seen the likes of before.
There has been a whirring sound (like tinitus!) coming from the loft for 98% of the time. This has caused a number of disturbed/sleepless nights.
Took a while but with difficulty located the noise to be coming from cylinder area.
We called the company and promptly received a call from Patrick who was extremely patient and helpful. It took about half an hour for him to ask questions of us mortals and describing so many parts or bits for us to describe to him and he finally diagnosed the problem. The pump setting was unnecessarily high and had been originally installed in a silly position which made it difficult to turn down. The moment we turned it down the noise stopped.
Patrick was so helpful and we were so grateful. We will sleep well tonight!
We cannot praise him and the company enough, especially as we had problems with our hob from another manufacturer, GORENJI who were not only unhelpful but wanted £299 to come and look at it!
This cost nothing but time. Thank you Kingspan and Patrick.

I needed a new battery for my Watchman oil tank sensor. I asked different companies if they had any, all came back negative most telling me only that I needed to buy a new unit.

James Clarke from Kingspan was the only one to ask for a photo to ascertain battery type.

He then said they were not made anymore but I could try to open the tube and change the batteries. If that did not work, it would be a new unit.

He helped me to locate the tube and hey presto, new batteries did the trick.

A big thanks

I initially received poor after sales support as I tried for over 4 months to resolve a problem with my Mother's watchman monitor. I repeatedly emailed them with images, called and filled in their online form. I've since had a reply from their supervisor who was very helpful and has resolved the matter.

9.10.20. Sunuser hot water system nitemares.When we moved to this location we found a Solar and other water heating system in place. After about 5 yrs we noticed a huge hole had appeared in the floor under the hot water tank which holds about 40 galls. Previous to finding this I tried to fit a new electr heating element but the tank had been installed in such a way that i had to cut a hole in the wall to get the element out. i did not fancy moving the tank because it had eight pipes going into it. Going back to the hole in floor I found that some of the pipes had been leaking for yrs but the fault was not visible because of the jacket. I found that the leaks had happened because the supplier installed Sunuser Leeds had omitted all the sealing washers on all the pipes. Also noticed bad soldering and bad pipe layout. We also found that removing the second element was almost impossible due to it having been glued into the tank and the washer was missing too. We had to heat the element and top of tank to red heat to get the element out using 3ft scaffold pole. being annoyed I contacted S-User @Leeds but they were attempting to avoid any responsibilty. I asked to speak to an Engineer but was told this- "the govt Forbid Us To Let you Contact Any engineers". They also said that the previous occupiers (two teachers) must have undone all eight pipes and shifted the cylinder 4 inches. (within an overall space of 3ft width.The tank is 24 inches wide. SUser said they must have unsoldered all the 22mm pipes,(eight) shortened one side and extended the other all for no gain. The spokesperson kept up the lies for days. We have found other anomalies throughout the Leeds and yorks area. We decided to fit a smaller new tank and re align the pipes and cut down those pipes to number six. We started looking at suppliers and then found horrific reviews of tank suppliers and mnfctrs So this has opened our eyes and posssaved a dusaster. The downside is we have had no hot water for at least 8 yrs. We now are thinking that its impossible to proceed. We are planning to get a Burco Boiler which heats 30 Liters. Maybe we can clean out the old cyl,carefully check it and re instal it in case we sell this awful place because the teachers also did lots of cover ups in order to sell the place. The lesson we learned is, the best system is the old gas mutipoint which just feeds bath,sinks and so on. Its foolproff, Simple. safe. Too late for us to start all over again? by the way we could find no reliable reasonable build maintenace worker . Some firms are putting bribe amounts at foot of estimates. Dont ever live in Hants or Yorks. The more gentrified the property themore the problems. Stress can ruin your health. S-User are receiving awards. What for? (not spell checked)

No customer care follow up. I have an emergency issue with a Kingspan waste water system, (frame broke, pipe split) so basically on emergency day to day band aid care to keep it going. No response on numerous emails for over a month. Horrible service, non existence.