order #1156 sensor not working. called on10/16/23 and was tolded new one in the mail,today is11/11/23 , have not received the replacement part, do you honor your warranty? if not were can I buy one? I'm disappointed in in the service
Better Business Bureau: 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 HeatingWe are so sorry for the inconvenience regarding your replacement thermostat control boardWe have determined that these parts were held up in our production last weekWe have confirmed that one is available to be shipped and we will be sure to expedite this shipment tomorrow morningPlease accept our apologies Thanks, Procom Heating
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 defectiveSince the unit had been used last season it required cleaning as instructed in the owners manualThe 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.%
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-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 itI was told this was done on a case by case basis The service technician at [redacted] Hardware has ordered parts for my unitI am in hopes that it will not take to 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 $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 inch set of logs with an 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 inch set of logs and replacing them with another standard inch set The depth of the firebox on this unit is less than standard for inch logs, so he would have to replace the inch logs that are currently in there with a standard 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 is over Regards, [redacted]
Thank you for contacting Procom HeatingPer our Quality Manager, your unit was tested for both propane and natural gas and it workedAttached is an image of your unit hooked up to natural gasWe regret to inform you that there is not anything else that Procom can do as this unit was functioning like it is supposed to before it left our facilityAgain, environmental factors can impact the performance of these units Thanks, Procom Heating
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 issueThe order # for the replacement part is sent on 12/10/ [redacted] Technical Service Department ProCom Heating Inc %
Thank you for contacting Procom HeatingWe apologize for the inconvenience regarding your heater and that the parts we sent were not to your satisfactionWe will have a specialist reach out to you via phone tomorrow to further discuss your warranty claim and confirm which parts you may need to fix the issues you are experiencing Thanks,Procom Heating
Thank you for contacting Procom HeatingWe are sorry to hear about your experience with order ***Our records reflect that this order was delivered to you on 01/02/via USPS, tracking # [redacted] If you are still unsatisfied and would like to return the product, please contact us and request your return within days from your receipt dayThanks, Procom Heating
Thank you for contacting usWe apologize for the inconvenience regarding your exchange requestWe have forwarded your information to the appropriate team to process your refund request as soon as possiblePlease accept our apologies for any inconvenienceThanks,Procom Heating
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 The business has completed the order and the complaint is resolved Regards, ***
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 This is not a resolution to the problem only an extension of the same exact ongoing problem I’ve had since day 1! Another email with no substance or resolution Regards, [redacted]
This in response to complaint I D received on 1/15/At the time of the customers request for the replacement part, our parts department was out of stock on the requested partOn 1/12/we recieved the service part from our supplier and the order was filledThe part was sent to the customer on 1/16/ The UPS tracking information on the order is [redacted] [redacted] Technical Service Director 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 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/ Regards, [redacted] ***
Dear Sir/Madam, This is our second attempt to respond to this claimThis is in reference to [redacted] customer; [redacted] The requested replacement part that was on backorder at the time of initial request has been shipped to the customer on 3/21/via UPSTracking number for this order is [redacted] [redacted] ***
[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 [redacted] and find that this resolution of shipping me a part that now works and has resolved my issue with the malfunction in the fireplace is most satisfactory The second issue with not getting my refund for my purchase that was made in December was resolved through my bank Overall, I just wanted the fireplace to work and went to great lengths to get it working With the part that I received last week it does work and I am smiling once again! Regards, [redacted]
This our second attempt to reply to this complaint ( [redacted] Our Customer Service Department contacted the customer and authorized them to return the unit to the place of purchase for full refund or exchange class=MsoNormal> Thank You [redacted] Customer Service Manager ProCom Heating Inc, %
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
[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 $that I was trying to get back Matter has been resolved
Sir/Madam, This response is in reference to claim ID# [redacted] ; On 10/28/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 pressureThe customer was advised to have the licensed installer measure and adjust the supply pressure correctlyThe 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 valveThe gas valve is not field adjustable and not replaceable by the customerThe owners manual clearly states that ALL INSTALLATIONS and REPAIRS must be done by a licensed installer in compliance with all local code requirementsThe customer was advised to return the damaged product and have the replacement unit installed according to the manufacturers instructionsThis is an improper installation and modification of manufacturers component settings
Better Business Bureau: 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 HeatingWe are so sorry for the inconvenience regarding your replacement thermostat control boardWe have determined that these parts were held up in our production last weekWe have confirmed that one is available to be shipped and we will be sure to expedite this shipment tomorrow morningPlease accept our apologies Thanks, Procom Heating
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 defectiveSince the unit had been used last season it required cleaning as instructed in the owners manualThe 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.%
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-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 itI was told this was done on a case by case basis The service technician at [redacted] Hardware has ordered parts for my unitI am in hopes that it will not take to 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 $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 inch set of logs with an 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 inch set of logs and replacing them with another standard inch set The depth of the firebox on this unit is less than standard for inch logs, so he would have to replace the inch logs that are currently in there with a standard 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 is over Regards, [redacted]
Thank you for contacting Procom HeatingPer our Quality Manager, your unit was tested for both propane and natural gas and it workedAttached is an image of your unit hooked up to natural gasWe regret to inform you that there is not anything else that Procom can do as this unit was functioning like it is supposed to before it left our facilityAgain, environmental factors can impact the performance of these units Thanks, Procom Heating
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 issueThe order # for the replacement part is sent on 12/10/ [redacted] Technical Service Department ProCom Heating Inc %
Thank you for contacting Procom HeatingWe apologize for the inconvenience regarding your heater and that the parts we sent were not to your satisfactionWe will have a specialist reach out to you via phone tomorrow to further discuss your warranty claim and confirm which parts you may need to fix the issues you are experiencing Thanks,Procom Heating
Thank you for contacting Procom HeatingWe are sorry to hear about your experience with order ***Our records reflect that this order was delivered to you on 01/02/via USPS, tracking # [redacted] If you are still unsatisfied and would like to return the product, please contact us and request your return within days from your receipt dayThanks, Procom Heating
Thank you for contacting usWe apologize for the inconvenience regarding your exchange requestWe have forwarded your information to the appropriate team to process your refund request as soon as possiblePlease accept our apologies for any inconvenienceThanks,Procom Heating
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 The business has completed the order and the complaint is resolved Regards, ***
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 This is not a resolution to the problem only an extension of the same exact ongoing problem I’ve had since day 1! Another email with no substance or resolution Regards, [redacted]
This in response to complaint I D received on 1/15/At the time of the customers request for the replacement part, our parts department was out of stock on the requested partOn 1/12/we recieved the service part from our supplier and the order was filledThe part was sent to the customer on 1/16/ The UPS tracking information on the order is [redacted] [redacted] Technical Service Director 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 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/ Regards, [redacted] ***
Dear Sir/Madam, This is our second attempt to respond to this claimThis is in reference to [redacted] customer; [redacted] The requested replacement part that was on backorder at the time of initial request has been shipped to the customer on 3/21/via UPSTracking number for this order is [redacted] [redacted] ***
[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 [redacted] and find that this resolution of shipping me a part that now works and has resolved my issue with the malfunction in the fireplace is most satisfactory The second issue with not getting my refund for my purchase that was made in December was resolved through my bank Overall, I just wanted the fireplace to work and went to great lengths to get it working With the part that I received last week it does work and I am smiling once again! Regards, [redacted]
This our second attempt to reply to this complaint ( [redacted] Our Customer Service Department contacted the customer and authorized them to return the unit to the place of purchase for full refund or exchange class=MsoNormal> Thank You [redacted] Customer Service Manager ProCom Heating Inc, %
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
[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 $that I was trying to get back Matter has been resolved
Sir/Madam, This response is in reference to claim ID# [redacted] ; On 10/28/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 pressureThe customer was advised to have the licensed installer measure and adjust the supply pressure correctlyThe 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 valveThe gas valve is not field adjustable and not replaceable by the customerThe owners manual clearly states that ALL INSTALLATIONS and REPAIRS must be done by a licensed installer in compliance with all local code requirementsThe customer was advised to return the damaged product and have the replacement unit installed according to the manufacturers instructionsThis is an improper installation and modification of manufacturers component settings