Kingspan  Reviews 205

I have 2 tank monitors. Have tried to renew subscription without success. Something you would have thought straightforward and basic. I have submitted online support requests which have been ignored. The website has a dummy phone number and email address so impossible to contact them. Quite astonishingly poor - like they are really trying to hit that one star

Feel completely let down by this company, their customer service and their product. Would certainly not recommend the Sensit watchman product. A week in and still waiting for any sort of correspondence from multiple attempts to contact them. Not in the habit of giving away £118 but seems like I may have done on this occasion. Would like to get a refund and they can gladly take it back but as previously stated can’t even get a response from them. Very very poor Kingspan.

Having sold the equipment Kingspan are totally uninterested in ensuring it works correctly or answering questions.

My Kingspan dongle has been working well for several years (although the setup has been not as straightforward as many other devices I have, from the start). Six months ago I moved to a mesh system (no doubt like many other people), and the dongle has stopped working - the Sensit local WiFi cannot find my network. I've reached out to Kingspan several times by email, but no response at all.

Searching the web I've found a number of users suggesting the same problem, ie it seems that the dongle does not work with mesh systems. If that's the case I'm very surprised Kingspan has not updated its software, as I imagine many people now (especially in rural areas with oil-fired central heating) use a mesh WiFi network (old houses with stone walls, etc, etc).

Had to go back to the Watchman plug in device, which seems a retrograde step.

Had a solar service which went well. Detected a problem which was later fixed by a different company. A few years before a problem detected on a service visit. This required a roofer
to solve it.

I had a Watchman Sonic Advanced installed by a local company, and I guess they'd left an old one sitting around on a shelf because the battery in it died within a few months of use. I contacted Kingspan, explained the situation, and got a quick response. I was asked to send back the original receiver, and within a few days they'd sent me a brand new one which works great.
Very happy with the support, and the tank monitor itself.

After I posted here, I got a good response. An engineer came the next day, and they threw in a service as well as the reset I needed to the control box. But I'm still concerned about the guarantee claim and they need to work on their initial responsiveness and the time it takes to get a visit scheduled. My original post - Beware: their sewage treatment plants are advertised with a 7 year guarantee. But it has to be registered within three months of them despatching it (not when they commission it and you start using it - in our case a year later). Goes wrong and they want £295 for a call out - and that with a 25% discount if I take out a service contract. Engineer doesn’t show up… you get my drift.

Nothing but killers

If you are a homeowner and have had the misfortune to have installed one of their hot water cylinders make sure you follow their guarantee / warranty stipulations to the letter as any slight deviation they will use to renege on it. I made the heinous mistake of not having the cylinder serviced within a 30 day window a year after it was installed and this has negated the guarantee. Particularly egregious since the part that has failed is the immersion element, a part that cannot be serviced.

Tried to cancel my contract as moving house. Firstly they said I have to pay the balance for year of £200+ as it covers the annual service. But there has been no annual service carried out in this contract year. Then they said it had to be transferred to new owners - that is not my business - i have no control over thier actions. Thewy are looking to be paid twice for del;ivering one service. If you cancel an insurance policy you ge refunded for the unused part - this is the same, with the exception of the service that I have already addressed. So I have cancelled my direct debit. My advice is this EU company has sharp and gouging practices and should be avoided.

Disappointed full stop. Pay to have a contract with them. Had a problem that needs sorting. Paid £800 plus on top…was told someone out within 12 hours. Nothing. Called back the next day to ask when this was happening and was told would let me know. Nothing.
Day 3 tomorrow… disgusted…

Very poor service.
Flexible like a brick as I would say in German. Sorry but the customer-service is very bad (some are bad and some are badder). You should train your people better. This experience I have made in years and nothing changed, even the opposite It gets always badder. Whatever "Hope dies last".

This is an update to my previous review dated 15th May 2024 and headed as " Abysmal level of service !!"
As you can see from the website, my review outlined a series of appalling customer service.
After writing this review, as can be seen by the Kingspan response, I was asked to write to them with full details of my complaint. I did this within a day or so of being asked to do this. My detailed complaint contained a long account of requests not being answered, engineer appointments not being kept, lack of response etc etc. Guess what ? after submitting the review two months ago - nothing ! No response, no acknowledgement, nothing ! It just confirms my initial opinion that Kingspan don't give a monkeys about its customers !!

I purchased a new oil tank that came with a sonic advanced, the USB receiver broke after a few week. I have email the customer services twice and in both instance received a computer generated answer but no follow up. I would strongly discourage anybody from dealing with Kingspan products

I would give a zero, if it was an option. Kingspan is hands-down the most unpleasant company I have ever dealt with.

I paid £395 for an engineer to fix an issue with an under-warranty BioDisc. The engineer turned up, diagnosed the issue in a couple of minutes, disabled the existing warning lamp and announced that I would get an email. He retired to his van and played with his phone for another 90 minutes before quietly sneaking off. The BioDisc was left partially disabled.

The email demanded another £145 to replace a small plastic lamp and was followed up immediately with a call from someone pushing the sale hard and threatening me with the engineer leaving site. As the unit was under warranty, I obviously declined and after being put through to a manager and questioning them, I discovered:

1. That Kingspan were attempting to hide behind obscure T&Cs (not provided during the purchase of the unit) to avoid honouring their warranty.
2. That they certainly knew in advance that they would decline the warranty claim when the engineer was booked, and clearly planned to hold the customer hostage for a replacement part. I put this to the manager specifically and they didn’t even bother to deny it.
3. That this behaviour is a lucrative revenue stream for Kingspan.
During the discussion with the manager, the engineer quietly left.

After some discussion with the manager (who did not provide any contact details), I was able to secure a replacement lamp at no extra charge and attempted to book another engineer.

The engineer was supposed to book-in with me, but instead apparently arrived early morning while I was in the shower and then left. It's been 6 weeks and I've not been able to get a replacement engineer, or a refund for works not done. My BioDisc is still in the state the first engineer left it in, with a disabled warning lamp.

I’m going to complain to the credit card company and trading standards and continue to try and get a refund.

I recommend you find another supplier and avoid Kingspan entirely.

Update August 2024:
I raised a complaint and recharge request with my VISA car provider for the original £395. They did an immediate "temporary" refund and gave Kingspan 30 days to respond. I followed up 6 weeks later and was told that Kingspan did not respond and that the refund is now permanent.

Kinspan never contacted my again, they left the BioDisc partially disabled and I have had to make alternative arrangements to have the unit repaired and serviced in future.

Obviously, I will never again buy a Kingspan product.

I've had the worst service i've ever experienced after having issues with our Kingzip Roof. The issues have been ongoing since July 2023. A Director from kingspan came out to review along with my builder, since then, other than back and forth emails promising an engineers review from them, nothing has been forthcoming and we are still left with a roof that bangs and makes loud noises when the sun comes out. They think they know what the issue is but need to investigate, that still hasnt happended. We've been left with a noisey roof that wakes us up and is stopping us fitting our solar panels, costing us money each day. Its been extremely stressful and there is no urgency or recognition of this from Kingspan, even at a senior level.

I have a harvest water system which I pay an annual maintenance contract for. I had a problem with system so called to arrange an engineer visit which I still have to pay a call out charge and the cost of any parts. The engineer replaced a part he said needed replacing and left . I looked at the stystem and system light remained on, I called company and they said they will arrange for engineer to return. This took a few weeks. When he eventually returned he said he checked the whole system and it looked like the control panel had gone which would cost approx £1K. He said see how you get on. What I didn't realise was the pump in my tank was on all the time which in turn was heating the water and burning electricity. This carried on for months. When we had an electricity bill which was for a crazy amount I called another company to come and look at the system as I no longer had faith in Kingspan. This local company arrived within 5 minutes he said the problem was the expansion vessel that was not working and problem hadn't been for a long while. He replaced this and system working fine. He found this fault using the wizard on the Kingspan system. I had a reminder that my contract was up for renewal so I called Kingspan and explained I no longer wanted a contract with them and felt they should compensate me for the cost I incurred with them and how disappointed I was as a customer. I was advised to send my complaint via their system which would go to account manger etc,who would contact me to follow complaint up. That was over a month ago and no response. ! I would never recommend Kingspan as a business nor their engineers. They appear to be expensive and very unprofessional with a real bad customer service. ! I only wish I cancelled this contract years ago and saved a lot of money.

Very poor service. Signed up through your NRG for a monthly service, to monitor our oil levels.

Your NRG & Kingspan are just as awful as each other.

Kingspan engineer never bothered to turn up when arranged, no contact from them whatsoever until a week later when they send another email to re-arrange. I don't think so.

Service is cancelled, reviews are very important for a business and had I have read these prior, I wouldn't have gone anywhere near this company and hope potential future customers read these reviews first!

Appalling and lackluster customer service.
Have had a service contract from the very outset we assumed (wrongly) that appropriate work was being carried out annually to maintain a good operational unit. However it would seem the services have not been conducted properly leaving us with 3 broken belts (within 3 months and 2 of which we had to pay for), charging us £200 for each visit. Finally managed to get a senior engineer to visit to find that the discs had residue build up which has then caused a multitude of other issues. I have been raising my concerns for over 6 months to be told that this was normal. I finally managed to get a senior engineer to visit, who to his credit was very knowledgeable and thorough. I sent in a complaint letter on 26th February and I am yet to get anyone to respond to me on the matter. I am of the view they have cost me over £800 in addition to what would have been needed if they had done what I had originally paid for in the service contract. For sure if this was a school report it would read 'MUST DO BETTER'. But it seems reading the reviews that my story is one of many similar issues. It is hugely disappointing that an organization such as this can behave in this way.

Outstanding customer support when a Watchman Sonic Advanced oil level receiver stopped working outside the one year warranty. I contacted the company by telephone and spoke with Glynis who could not have been more helpful. The company sent out a replacement receiver at no cost which works perfectly. Excellent service!