Propex Heating and Leisure Ltd Reviews 167

I wish every company was like these guys/gals.

Had some technical questions re. the installation of a HS2000 in a camper van. All my specific questions, which I emailed to them, were answered promptly.

Similarly, when I spoke to Richard by phone I got equally professional and prompt advice.

Richard, clearly has a thorough in-depth understanding of their products.

Makes a refreshing change to support lines with unskilled staff clearly working from a flow chart or crib sheet!

What a great company to deal with. Had a problem with my Whale Boiler with a suspected faulty non return valve. Rang them up and they fitted it next day. Also explained while i was there why the toilet flush was not working and remedied that.

What outstanding service from all the team at Propex.
Delivered my whale space heater on 08/01/26. Knowing that I would have to leave it there for a couple of weeks. But what I wasn't expecting was. They repaired it the same day. Only had to wait two hours, required a new PCB. Just want to say a big thank you.

Recently had a problem with my heater PCB, after several emails back/forth with Richard, I sent the PCB back to them for testing. Board was found to be faulty. They tested and identified the fault within a couple of days, they rang me straight away to advise. Upshot was the board was beyond repair. I paid for a new board and they despatched it straight away, I received it Saturday morning, fitted it today and working great. I cannot recommend Richard and his team enough, nothing appears to much trouble and they respond quickly. I will definitely use they again if needed. 5 Star experience.

I received a full refund for my pcb board ,great company to deal with.thanks propex.buy British if you can .they answer the phone as well.what more can I say.

Quite possibly the worst customer service I’ve received. I have no idea who these positive reviewers dealt with, but it would’ve been very helpful to have corresponded with whomever they did because this delightful lady, Karen, in their propex leisure accessories team was the least helpful and rude contact I’ve ever dealt with. As a returning customer, well, this is the last time. Recommended to look elsewhere.

We have a dear old 1997 Bailey Pageant Imperial, 2 berth caravan. We have owned it since 2011, as second owners and it is now very much a treasured classic. We tow it with another classic a 2000 Reg. Land Rover Discovery TD5. One morning, on site, without warning the old Carver water heater failed, blowing the contents of the hot water tank into the space below the bunk. This deprived us of hot water. We conducted our research and after much careful thought decided to obtain a Propex Malaga 5E system. Right from the start of the process we received opinion and advice from Richard Kitchener, of Propex, which enabled the installers to be fully briefed. With Richard's help we were able to confirm with the installers the necessary parts that would be needed to make a successful installation. Richard and our installers agreed the Propex System would be an effect choice. All the kit was sent direct to the installers and work was completed during a two day period. We think this was challenging, with work needed to realign a gas pipe. However, we are very pleased to report that all works perfectly, hot water being provided by mains electricity or gas. We highly recommend Propex and Richard in particular for his valuable assistance and conclude the service provided was exceptional

Booked my vehicle in to get the Gastore system looked at, the problem was identified and repaired in no time.
Excellent service from all the team. Very pleased with the outcome.

It was easy to order; quick delivery. Spare part was easier to fit than anticipated. 👍

Efficient and timely service

Great service

Good selection of whale water connections that I needed for my caravan. Parts arrived quickly. Very efficient service.

Perfect service as usual

Got exactly what I ordered, arrived on time, great quality and a good price

Contact with the sales team was excellent, the lady I first spoke to confirmed they had the correct item by checking the warehouse, the part was sent out quickly and arrived in a couple of days. My part was an OEM but not in retail packaging as advertised, but new and unused. All relevant parts were included. Excellent service and staff seem knowledgeable about the products they’re selling.

Absolutely fantastic very very helpful. Thank you so much for my multiple orders and the very fast postage definitely recommended and considering I have three Proplex heaters in different projects I will always be returning.

Very easy to use their website also very fast delivery and item very well packed.

I am not in the habit of writing reviews but after a really tricky and stressful experience with the Propex workshop in Ringwood I really feel I must warn prospective clients. We took our campervan there to have an underslung heater and gas tank installed earlier this year. We understood that they were a well known installer but did not appreciate that they were not gas safe registered and the implications of this. Following the install I contacted a gas safe engineer about getting it ‘signed off’ which we needed once we finished our build as we planned to rent it out. He raised serious concerns about the type of ‘thermoplastic’ pipe used, spoke to the gas register who clarified it did not meet regulations. I also spoke to several other gas safe engineers who agreed and I spoke to the gas safe register myself. Propex did agree to remedy it at their expense but have never admitted that they made a mistake or indicated that they intend to change their practice. I am concerned others past and future will find themselves in my situation.
Also the ‘gas drop out vents’ were simply unfinished holes drilled into the floor with cheap hex vents fitted over, this left the subfloor completely exposed to road spray/water ingress. Having lost faith in propex we remedied this ourselves fitting the gas drop out vents and sealing in place.
I expected a much higher standard if work. Their customer service upon me raising the issue was very defensive although they did agree to fix the issue. Ultimately it was months of emails and our campervan build being delayed. Please if you have had a gas system fitted by Propex speak to the gas safe register to understand if your pipework meets the regulations. Any issues please report them to the ‘Approved Workshop Scheme’ and the ‘National Caravan Council’ that they are registered with.

Fantastic customer service from start to finish.

Answered all questions, easy to buy and quick delivery