ProCom Heating, Inc.

Procom defective heater

I purchased a Procom heater Model-PCK110VT for a Christmas present. Tried using it the first of January, hard to lite and wouldnt stay lit. I e-mailed the company Jan.23 they replied 14 days later. Which begins my work on their defective heater. I called customer service they said to move the ignitor closer to the flame,it broke loosening it up. This continued on I called Customer Service they said to clean the solar cell which I did. More work on their defective product.
I practically begged them to send me a good one and I'd return the defective one.
If I purchase a defective appliance today and that Company continues to send me parts to work on their defective product until the warranty runs out while refusing to replace the product seems fraudulent to me.
Winters over,I still have a defective product with no refund or replacement.
What kind of Company expects their customers to work on new products instead of refunding or replacing them?
P.S. I have 13 e-mails from
Jan 23 -Mar.2
Awaiting your response

A technician has been in touch with *** *** and has confirmed that a part, ODS Pilot assembly should resolve the issue with the unitA replacement part, ODS Pilot assembly has been shipped to the customer on 12/7/2017, UPS tracking number *** Thanks, Procom Heating

Thank you for contacting usI am researching your parts replacement request with the appropriate teamWe apologize for any inconvenience.Thanks, Procom Heating

Thank you for your emailWe are sorry for the issues that you have been experiencingWe have records where we have consistently replied back to your emailsYour returned unit was tested by our Quality Assurance team and since the unit worked perfectly fine, it was returned to youYou have
reporting that you are again experiencing same issuesOur determination is that you will need to have a certified technician further troubleshoot as there seems to be an environmental issue that could be occurringAs stated in the email that we sent to you, our warranty does not cover labor only parts to get the unit operationalProduct warranties only cover the cost of part(s) required to restore this product to proper operating condition.Thanks, Procom Heating

The customer was given a replacement appliance and is
satisfied with the outcome
Thank You,
*** ***Vice President
ProCom Heating, Inc
West Lambert
Road
Brea, CA
Office* ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear Sir/MadamWe were finally able to locate the returned item from this customer and credit was issued back in the full amount of $on 2/17/17.The customer was notified by phone of this transaction

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to meI did get the return lable and I sent back my item that was sent wrong to meNow I am eating for my full refundThis Business ProCom Heating is not responding to me, and is not working with me to resolve this issueI will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Thank you for contacting usWe apologize for any inconvenience regarding your orderWe have forwarded the information regarding your order to our accounting management team to review and process your refund as soon as possible. Thanks, Procom Heating

---------- Forwarded message ----------From: Marianne Turbes It has been weeks since *** from Pro Com Heating called me and said he would send me the parts I needed for my fan, and that they would arrive about the 22nd of February. I still have not received the parts and we are now into March. I would like a full refund as originally requested. I only agreed with their offer, I never agreed to close the case

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
*** *** I should not have to paid for return shipping as this is a factory defect, have spoke with your times about this problemwas told u have no parts to repair, and the warrantry says u will repair or replace unit due to factory defect , besides if I send the unit back seeing how your company never calls backs or respones to emails only response when a complaint fill I will be out both my money and then will be out a bad unit, as the unit is my proffe that is not working, at tis point of dealing with your company since Octgetting no where im sure I would never get it backwe have since bought a new safe working unit ,our gas company will not work on nor have the parts to fixu are just a bad companyI am not the only person that has had the same problem, look at fb

Thank you for contacting Procom HeatingWe apologize for any inconvenience with your orderOur records reflect that your order initially shipped via UPS, tracking number *** and it was then transferred to your local post office on 10/30/2017, USPS tracking number,
***We will file a USPS lost package claim and will put in a refund request to our accounting teamPlease accept our apologies Sincerely,Procom Heating

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I just wanted to let you know that my money was finally returned and I am happy. Thank you so much for your help!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
This is the first time that ProCom has ever mentioned approved or trained service techniciansThey told me to install the new part myselfI would have loved to have an authorized service technician and wonder why this is the first time one has ever been mentionedThe remote is operable and has been reprogrammed multiple timesThe manual switch is operableThe pilot light worksThe unit will not fireWhen the remote and manual switch are used in an attempt to fire the unit, it makes a clicking noise like the unit is trying to fire...just the way it always did when it actually worked
The non-approved service tech actually did reprogram the remote after installing the solenoidI have reprogrammed the remote as well as replacing batteries multiple times
The part is not installed at this pointThe service tech believes that the solenoid part I was sent (the one I waited for for six months to replace the original part) is also faulty
It would be nice for ProCom to get an authorized service technician that could fix this unitI would welcome that option
*** ***

Thank you for contacting Procom HeatingWe are reviewing your request and will update youThank you for your patience Thanks, Procom Heating

Thank you for contacting Procom HeatingOur records reflect that we have submitted a warranty request to have a thermostat, part # 113471-shipped to you at no cost under warrantyWe have confirmed that this request has been escalated to the appropriate team todayTracking information will be provided to you as soon a possiblePlease accept our apologies. Thanks, Procom Heating

Reference I D #***
Again, the front cover of the owners manual clearly states in bold type; Installation and service must be performed by a Licensed installer,or gas supplier
Our Technical Service Department will assist in troubleshooting and providing any replacement parts needed per the warranty agreement on the back page of the appliance manual
If the customer is not willing to work with our Technical Service Professionals at 1-877-886-to resolve the issue,the only recourse is to return the appliance to the place of purchase with proof of purchase for replacement or refund

We shipped the customer out the part that they were in need of on 3-10-The part was on back order and as soon as it arrived we got it out to the customerWe apologize for any inconvenience
Thank You,
class="MsoNormal">*** ***
Vice President
ProCom Heating, Inc
Office: ###-###-####