Kingspan  レビュー 206

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!!!!

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