ProCom Heating, Inc.

The customer has been credited back the $90 as requested and notified of this action.
We have mailed a hard copy of the transaction receipt to the customer for their records.

This in response to complaint I D 1039504 received on 1/15/15
At the time of the customers request for the replacement part, our parts department was out of stock on the requested part.
On 1/12/15 we recieved the service part from our supplier and the order was filled. The part...

was sent to the customer on 1/16/15 
The UPS tracking information on the order is  [redacted]
 
[redacted]
Technical Service Director
ProCom Heating Inc. %

Dear Sir/Madam,
This our second response to this complaint---[redacted]
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 1/18/16 @ 6:11pm via UPS

[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]

Sir/Madam,
The second response to complaint ID#[redacted];
The information in the response is the information supplied by the customer in the initial call to our Technical Service Agent on 10/29/2014.
The damaged component is NOT a field replaceable component due to liability issue if the part is not replaced and checked according to the manufacturers specifications.
The unit will have to be returned to the place of purchase for exchange  or refund.

[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]

Sir/Madam,
This response is in reference to claim ID# [redacted];
On 10/28/2014 the customer contacted our Technical Service Department regarding the product model MD20TBU.
The customer was having difficulty lighting the unit and displayed symptoms of low supply...

pressure. The customer was advised to have the licensed installer measure and adjust the supply pressure correctly. The customer stated that he had installed the unit himself and and when it would not light, he attempted to adjust the gas valve resulting in a damages gas control valve. The gas valve is not field adjustable and not replaceable by the customer. The owners manual clearly states that ALL INSTALLATIONS and REPAIRS must be done by a licensed installer in compliance with all local code requirements. The customer was advised to return the damaged product and have the replacement unit installed according to the manufacturers instructions. This is an improper installation and modification of manufacturers component settings.

[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.

This is in response to customer complain I D # [redacted]
A Customer Service Agent has contacted the customer and...

has processed a no charge order for the replacement part needed to resolve the issue.
The order # for the replacement part is 56621 sent on 12/10/14
 
[redacted]
Technical Service Department
ProCom Heating Inc.
%3

It would cost me over $40 between gas and tolls to come back to the store again... why cant the company just send me a replacement unit and I will ship the entire unit back...
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.
Regards,
[redacted]

Thank you so much for finally getting it shipped. This situation would not have gotten this far had one of the many customer service representatives that I spoke with communicated this to me to begin with. 
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]

This is in response to customer complaint I D # [redacted]
The customer was contacted regarding this complaint and it was determined through troubleshooting of the symptoms that the unit was not defective. Since the unit had been used last season it required cleaning as instructed in the...

owners manual. The customer was advised that he could access the pilot cleaning instructional video on our website at usaprocom.com to assist him with the annual cleaning requirement for the unit.%3

Dear Sir/Madam,
 
This is in response to customer complaint #[redacted]
 
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. 
[redacted]
ProCom Heating Inc.

This in response to customer complaint I D# [redacted] ([redacted])
The supervisor of the Customer Service...

Department has been in contact with the customer and has issued a no charge order for the required replacement part to resolve the issue.
 
 
[redacted]
Technical Service Manager
ProCom Heating Inc.
%3

Dear Sir/Madam
On 11/16/15 we received the backordered part from our supplier and all orders were filled. The customer will be contacted by our parts department with the UPS tracking information on the requested part. 
[redacted]
ProCom Heating Inc.

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.
Regards,
[redacted]
 
 
 In no way shape or form did I install the unit myself. The unit was installed by a plumber. When the plumber tried to adjust the pressure screw it snapped due to a defect. The unit comes with a manufacture warranty that is not being honored. All this information is in the manual. The store in wichih this was puchased is over two hour drive plus gas and tolls. There is nothing wrong with the pressure in my house because I also have another unit the same exact one in a different room which works perfectly fine.