ProCom Heating, Inc.

Dear [redacted]Thank you for contacting Procom Heating. We confirmed that your unit is currently under the limited (1) year warranty. Products under warranty cannot be refunded. If your unit has been installed and serviced by a qualified installer or local gas supplier, we will accept your unit...

and perform a professional inspection to determine the cause of the wiring shortage. You must provide your own return postage and can return the unit to the following return address:Procom HeatingWarranty Return / FBD 462092800 Griffin Dr.Bowling Green KY 42101 All of ProCom Heating Inc products are warranted to be free from defects in materials or workmanship for (1) year from the date of purchase from an authorized dealer of ProCom Heating Inc. Within this period, we will, at our sole discretion, repair or replace any components that fail in normal use.ProCom Heating Inc is not responsible for products or parts that fail or become damaged due to misuse, accidents, improper installation, lack of proper maintenance, tampering or alteration(s).Thank you, ProCom Heating

[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 [redacted], 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,[redacted]

Thank you for contacting Procom Heating. We apologize for the issues that you have experiencing with our product. Please provide your order number or place of purchase so that we may further review.If you have an invoice or proof of purchase, please attach to this email.  Thanks, Procom Heating...

Dear Sir/ Madam,This is in reference to claim # [redacted]The replacement part in question was shipped to the customer on 4/10/17 via USPS. The tracking information on this order is [redacted]Our Customer Service Department has notified the customer of this resolution.

This is in response to claim#[redacted] After several attempts we were finally able to make contact withe the customer regarding this complaint.The retail outlet where the unit was purchased sold the customer the incorrect accessory for the product.We are sending the customer the correct...

accessory via UPS in order to resolve this error. [redacted]Customer Service Manager ProCom Heating Inc.

Thank you for contacting Procom Heating. We apologize for the inconvenience. We have confirmed that a refund has been issued for your order. Please allow 3-5 business days for the refund to reflect on your original method of payment.Thanks, Procom Heating

Thank you you for contacting Procom Heating. We apologize for the inconvenience with your recent order. We have contacted the appropriate team to ensure that you receive a full refund for the cancelled order. Also, the one log set that shipped, we have issued a prepaid return label at no cost to...

you, return tracking number [redacted] Once we received the returned log-set, we can process a refund on that one order.  Thanks,Procom Heating

[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 [redacted], 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,
[redacted]
My bank has been credited with the $90.00 that I was trying to get back.  Matter has been resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I had already submitted proof of purchase, serial number, and images of the broken logs, which I was advised they were already accepted in case# [redacted]. See email response:Thank you for the image. We have sent it to the appropriate department for review, once processed and approved the necessary documents will be filled out in order for you to receive the replacement part.If you have any questions or concerns [redacted]7:30am-4:30pm CST Mon-Fri.Thank so much,[redacted]I never heard back and when I tried to reply to the message, it opened a new/secondary ticket.This is not acceptable in order to obtain a single replacement log that was damaged upon opening the box the logs came in. It is now March still with no resolution. I have requested a manager to contact me prior to filing a complaint with the Revdex.com with no communication whatsoever.
Regards,
[redacted]

Thank you for contacting Procom Heating. We apologize for the issues that you experienced with your unit. We have sent a request to our tech to reach out to you and assist you. Thanks, Procom Heating

Thank you for the information. We have forwarded this information for further review.We will update you Monday morning on the original case # [redacted] Thanks, Procom Heating

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not happy with the offer, because that is what they have repeatedly told me over the phone and via the Revdex.com complaint resolution they originally offered.  I would be happy with the offer if the resolution ACTUALLY HAPPENED!  They can process a payment immediately upon purchase, just as they can process a refund immediately as well.  I am not asking too much that they return the original purchase price.  If the original price isn't returned by April 10, 2018, they can start paying me 7% interest, accrued monthly, as allowed by Wyoming state law, with backdue interest from 11/01/2017. 
Regards,
[redacted]

Thank you for contacting Procom Heating. We are sorry that you are not satisfied that we sent to you your return label per your request on 02/07. In the previous email we have sent proof that the this return label was sent as requested and also a copy of the original return label and packing slip.Thanks, Procom Heating

[Thank you for your assistance. I did receive a refund from Procom a few days ago. I apologize for not contacting you sooner.Again I appreciate your help![redacted] ]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Thank you for your email. We apologize for the inconvenience with your Remote Control SKU: 1[redacted].We have confirmed that we issued a return label for you on 1/19/2018 to return the defective remote. We also show that you have not used the return label to return the remote. We must see at least...

movement on the return tracking before we are able to look into sending you a replacement remote. Please accept our apologies for any inconvenience. Thanks, Procom Heating

[redacted]
[redacted]acting Procom Heating. We apologize for any inconvenience you experienced with your refund of order 4219. We have issued an additional $40 that should reflect on your original method of payment in 3-5 business days.Please let us know if there is anything else we...

can assist you with.Sincerely, Procom Customer Service

Dear Sir/ Madam,
This is in response to customer complait I D #[redacted] received 5/22/15
Our Customer Service records show that the customer was sent the required replacement part at no charge on 3/31/15.
We did not recieve any notification that the requested part did not...

repair the unit. The customer stated that a service technitian installed the part but the unit was still not  operating properly.
Since the service tech that installed the replacement part was not a ProCom Heating factory authorized service tech, he was not aware that after the component was installed a reprogramming of the remote is required.
We will attempt to contact the customer and confirm that the part was installed correctly and offer Technical assistance with the remote programming.
 
[redacted]
Technical Service Director
ProCom Heating Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted] and decided to call Procom directly...again...for the 10th or 12th time...I have lost count.
I called Procom today and was told they are still waiting for parts. 
They told me the part they sent me on 3-31-15 was not a newly received solenoid but that it was one that was just "lying around" their business.
Procom's replies to my Revdex.com inquiries are correct...there is no replacing the unit, returning the unit, or sending an authorized/approved service technician to the house as an option.
At this point, I have no choice but to call and inquire for parts, which can take months to get.
I was told that Procom might choose to extend my two year warranty but did not guarantee it. I was told this was done on a case by case basis.
The service technician at [redacted] Hardware has ordered parts for my unit. I am in hopes that it will not take 4 to 6 months to get them and that the unit might be repaired.
If that does not happen before my warranty runs out, then I might ask for Procom to extend my warranty at that point.
If Procom will not extend my warranty, then I may just have to live with the fact that I paid over $600 for a set of gas logs that worked for two months, don't have a realistically usable warranty, or have a recourse of action beyond talking to someone on the phone when the unit fails.
At that point, I will just have to replace the 24 inch set of logs with an 18 inch set in order to use the existing firebox.
The [redacted] Service Technician explained to me that this particular unit has a very minimal amount of depth, which prevents removing the existing 24 inch set of logs and replacing them with another standard 24 inch set. 
The depth of the firebox on this unit is less than standard for 24 inch logs, so he would have to replace the 24 inch logs that are currently in there with a standard 18 inch set.
But that would be better than tearing out the wall we built specifically for the firebox.
Hopefully this won't come to that, but if it does...oh well...I guess you have to consider it the lesser of two evils.
The service technician also told me they have several parts and other units on order with Procom that they have been waiting to arrive for a long period of time, too.
He seems to know quite a bit for a "non-authorized" Procom Service Technician, and I don't seem to be the only one waiting forever for parts that are "under warranty."
I am in hopes that Procom will get parts and provide them to me at no charge until the unit is fixed...and that it happens before winter of 2016 is over.
Regards,
[redacted]

Dear Sir/Madam
This in response to customer [redacted]plaint  [redacted]
The customer was credited back the $89.99 requested for the duplicated order on 12/21/16.Tell us why here...

This is in response to claim#[redacted] 
After several attempts we were finally able to make contact withe the customer regarding this complaint.
The retail outlet where the unit was purchased sold the customer the incorrect accessory for the...

product.We are sending the customer the correct accessory via UPS in order to resolve this error. 
[redacted]
Customer Service Manager
ProCom Heating Inc.