ProCom Heating, Inc.

Good afternoon! I am just following up on Complaint ID #***. I realize you consider this complaint closed because they offered an acceptable solution, but I accepted it only on the terms that they actually followed through, which they haven't. I still haven't received a refund days later, nor have I received any communication from them. Can you help me or do I have to open yet another complaint? Thank you!*** L***Owner, *** *** ***

[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,
*** ***

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 The business has refunded the purchase price to me so the problem has been resolved.
Regards,
*** ***

This company has all the information that they are needing to resolve this issueThey are giving y’all the run around alsoThey have my order number, date we bought the item and from where we bought the item

Dear Sir/Madam,This our second response to this complaint---***The part required to correct the issue was on back order for several weeks.We have since received the shipment of parts from our supplier and the part was delivered to the customer on 1/18/@ 6:11pm via UPS

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to *** ** *** 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,
*** ***
As long as they follow through and my credit card receives the $within the next 3-business days, my issue will be resolved. Thank you so much for your help in this matter

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 resolvedHowever, this company's customer service needs to be improved immenselyThis could have been avoided if the company would be proactive about letting customers know about delays and returning calls
Regards,
*** ***

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
I have not received a refund for the incomplete part as of 12/13/purchase order *** ***)The last person I spoke with on this issue..requesting a return label so I can return the incomplete part and receive my refund was *** on 12/5/she gave me a *** to check on the status and would get me a confirmation Email..as of 12/13/I haven't even received a confirmation email regarding this issueI emailed them on 12/11/to inquire on the status with no replyI phoned them on 12/12/waited for minutes and was hung up on
Regards,
*** ***

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 resolvedRegards,
*** ***
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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 resolvedRegards,
*** * *** ***

Dear Sir/Madam, This is in response to customer complaint #*** We are waiting on additional information from the customer(photos,installation information) in order to process the claim.We have been in touch with the customer today and will process the request as soon as the required
information has been received. *** ***ProCom Heating Inc

Our claims department contacted the customer on 1/20/and sent the requested warranty part

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
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]This unit will not light, im not sure what "enviromental issues" they are talking about, the Rep said to have them confirm clearance, which is done specifically by their instructions, check Square footage of area, which is within there specs in the install guide and check proper ventilation and intake air. The best answer I have is that this insert is replacing another unit that was 32,000btu and is vent free. Its being hooked to the same gas vavle as the old unit, which ive tested for gas and there is gas between 8-9oz. Which is what was tested when I installed the original unit that is being replaced almost years ago. Please explain what other "enviromental issues" there could be so I can test that as well. Im an engineer and have worked in the Natural Gas industry, building Natural gas compressors for years, ive talked to outside HVAC installers and they tell me that its in either the Regulator, Ignitor or is in the Oxygen depletion safety shutoff. They told me they can come out and charge me but if ive done everything they went through then it has to be mechanical. Ive tried and tested everything they have asked and still nothing. As for them firing the unit, it runs on either Propane or Natural gas, the unit was plumbed for NG when I shipped it, when it came back it was plumbed for Propane which leads me to thing that they bench tested it with Propane. I need it to work with NG as thats all im using it for.I even went as far as asking a price on a new gas log insert that I could purchase and there was no response, likewise when I search *** and your website for the parts they are not available!! Further more you are no longer selling the unit under the procom name or its not available, but have the same unit picture and all, with a different gas firing system listed under *** *** on ***, which conventially you sell as well but is now nearly $more. Bottom line I just want the unit to work as it was described to work when I bought it. This unit is faulty and needs replaced or repaired.
Regards,
*** ***

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.I shipped the item back on March 8th and they received it according to the tracking # on March 12th. Thank you so much, *** ***###-###-####]
Regards,
*** ***

Thank you for contacting Procom HeatingWe apologize for the issues that you experienced with your replacement logPlease provide a picture of the damaged log and your proof of purchase so that we may further assist youWe were able to locate you messages to us but no attachment of pictures or
the proof of purchase from *** ***Once we have the supporting documents from you we will be sure to send out the replacement logPlease accept our apologies Thanks, Procom Heating

Thank you for contacting Procom HeatingWe apologize for the issues that you experienced with receiving a refund for order ***We have issued a refund today and you should see it reflected on your original method of payment in 3-business days.Thanks, Procom Heating

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 belowI can not accept this, I can not ship back an item that was never receivedI have hadtoo many company representatives telling me I wouldbe getting a full refund since 12/I have no product to return because it was never shipped to my locationI want my full refund this has been ongoing for almost a month.
Regards,
*** ***

Dear Sir/Madam,
This is our second attempt to reply to customer complaint I D # ***
On 2/10/our Customer Service Department contact the customer regarding some shipping damage to the unit discovered upon installationThe part damaged in
transit is currently out of stock in our service parts inventory and will not be available for another three weeks from the supplierThe customer was given authorization to return the unit to the place of purchase for exchange or refund
*** ***
ProCom Heating Inc

I sent them all pictures as I stated last weekThey have themI have had no response from the company since sending themI was away and did not see your previous emailThank you

Thank you for your emailWe apologize for the inconvenience you experienced with your log replacementWe reached out to you via phone this morning to ask you some questions before we could process your request and have determined that your issue has already been resolved and you received your log
replacementThank you for shopping with Procom Heating