ProCom

Totally unable to communicate with them for over two weeks of multiple unanswered phone calls and multiple emails

Dear Sir/Madam,This is in response to customer complaint # [redacted] The back ordered part needed for this customer has been received and the part has been sent at no charge on 12/07/directly to the customer.The UPS tracking number for this order is [redacted] Mike [redacted] Customer Service ManagerProCom Heating Inc

Dear Sir/Madam, This is in response to claim# [redacted] On 2/18/our Customer Service Representative contacted the installer regarding details of this issue and was advised that the customer had returned the unit ti the place of purchase for an exchange ProCom Heating Inc

Dear Madam/Sir This is in response to customer complaint I D # [redacted] Our Technical Service Department contacted the customer regarding this issue today prior to buisness hoursThe Representative confirmed the non warranty replacement part required for repair and advised how to place the part order [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 Their response does not reflect their months of avoidance of emails, calls, and misinformation in spite of professional installation they originally insisted that the problems could only be due due to my gas line pressurerefused to honor warranty until gas line pressure was verified , had another technician verify the pressure And trouble shoot the units in december, they promised some easily replaceable parts that would solve the problem or they would accept the units back for repair/replacement , they never sent the partsin january they said my contact info and emails had been lost after additional months of hours on hold and unanswered calls, the customer service rep was expecting me to completely disassemble the units to adjust settings and possibly replace partswhen I questioned him about their original policy was no guarantee/warranty except for professional installers , he then issued a 'reference number' and agreed to replace the units to lowes within hours of my return of the original productsafter weeks, they advised lowes they had no replacements on hand and wanted a PO for next seasons models...I am shocked a company could have so little concern for their customers and ultimately for the user of their products.Regards, [redacted]

This in response to customer complaint ID# [redacted] received on 10/21/ ProCom Heating will honor all service parts request on our products for the entire warranty period of the product as clearly stated in the warranty agreement on the back of each product owner's manual /> Should the customer require a replacement part for the product after the warranty period, we will provide the phone numbers for aftermarket parts suppliers where the part can be purchasedIf replacement part are still available on a product that is years old Sincerely, [redacted] Customer Service Manager 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 [How could Procom provide a replacement part when there are no replacement pats available anywhere? All of the websites and are out of stockAnd all suppliers have told me that Procom has discontinued the part and that it is no longer available When I had mentioned this to a Procom representative, her response was "oh well, check EBay" I think that, if parts are not available within years, that they would at least offer a suitable offer with a prorated discount on new productSince the part that I am looking for is a remote unit, one would think that there may be a newer version that will replace the olderThis is one of the options that I suggested to the rep, and her reply was "it won't work" I asked her why will it not work, and she could not answerAs a technical engineer, I always want to know the specifics I believe only a disreputable company will only honor its service parts for a year? Regards, [redacted] ProCom Heating will honor all service parts request on our products for the entire warranty period of the product as clearly stated in the warranty agreement on the back of each product owner's manual.Should the customer require a replacement part for the product after the warranty period, we will provide the phone numbers for aftermarket parts suppliers where the part can be purchasedIf replacement part are still available on a product that is years old

I originally called and waited an hour for my first callI was instructed to purchase a partThe same things went wrong and I waited for another hour on my second call only to get passed to a supervisor that has not returned emails that I sentIt has been over a weekThis is a disgrace of customer serviceI had a heating professional come out to find that the replacement piece I purchased is not working properly and I can't get ahold of anyone at the office where my CC was run to send another part

This is in response to customer complaint [redacted] At the time the customer requested a replacement part for their unit, we were out of stock on that particular partWe were awaiting shipment from our supplierWe have since received the part from the supplier and the part has been sent to the customer to resolve the issue Thank You, [redacted] ProCom Heating Inc[redacted]

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 [ProCom NEVER addressed the fact that I was hung up on by one of their customer service reps and want an apology for thatThey also had absolutely nothing to do with me returning the fireplace to get another one that actually works...I paid to have it disconnected, I took it in to the store, unloaded it, had to find one at a different store and go get that one, then I had to pay again to have it connected Regards, [redacted]

Thank you for contacting Procom HeatingWe apologize for the inconvenience regarding your experiencing when contacting our Customer Service DepartmentWe will make sure to forward your feedback to the appropriate teamWe have confirmation that we received your return on 12/11/and a professional inspection has been completed on 12/15/We have notified our Accounting team to process your refund.Please note that you would be refunded in full for the amount of the productPlease accept our apologies for any inconvenienceSincerely, Procom Heating

Thank you for contacting Procom HeatingWe apologize to hear about the issues you experienced with your unitPlease note that you purchased a reconditioned unit Factory Reconditioned ProductsLimited Warranty: Factory Buys Direct warrants factory reconditioned products and any parts thereof to be free from defects in material and workmanship for a period days from the date of first purchase from an authorized dealer provided the product has been installed, maintained and operated in accordance with Factory Buys Direct’s warnings and instructionsNo return will be authorizedParts will be provided to repair the product.We are authorizing you to provide postage and return your unit to us in 24-business hours for rework under warrantyOnce we fix your unit, it will be returned back to youPlease return to the following return address: [redacted] ***Do not return products that have been filled with fuelYou must drain all fuel before returning the product(s)Thanks, Procom Heating

I am letting you know that PROCOM Contacted me and I was given a full refundThank you for your hard work..Complaint # [redacted] complaint against PROCOM inc

Dear Sir/MadamThis is in response to complaint I D # [redacted] received 1/12/16The customer stated that they were unable to contact ProCom Heating Technical SupportWe have Technical Service Representatives that assist over customers dailyAccording to our phone system records the longest wait time average for November was 11:26.A Supervisor was able to contact the customer after several attempts and assist the customer with the troubleshootingThe part needed to resolve the issue is being sent to the customer at no chargeThe customer has been given the correct toll free number should they need assistance in the future

Dear Sir/Madam, This in inresponse to claim # [redacted] Customer [redacted] Our Technical Service Records show that the cus***er contacted our Service Department regarding two vent free appliances that were not operating properly The Technical Service Representative noted that the self installed units had symp***s of low supply pressure and suggested that a liscensed installer do the installation and pressure adjustments The customer called back and stated that the gas pressure had been set correctly and declined further troubleshooting assistance,requesting new replacement units be sent directly to himThe Service Representative advised that we could only assist with troubleshooting and replacement parts as indicated in the Warranty Agreement on his owners manualThe customer was advised that if he wanted replacement units he would have to simply return the units to the place of purchase (Lowes) for replacement Lowes advised that the customer bought the last two units off the display at a discounted price and that a special order for the seasonal items would have to be ordered for replacement [redacted] ProCom Heating Inc

I purchased a heater made by this company from my local hardware store On December 22nd I open the box and installed the heater with a professional heating company After spending the time and money of installing and running gas to this new heater, the licensed tech brought to my attention that the propane/natural gas switch was broken and not working properly I called the company that sold the unit [redacted] , they informed me that this model was not being made any more and to try calling ProCom for a replacement part Procom informed me that they do not have this part and there was nothing they can do for me I then called [redacted] back and they still had nothing they could do for me I could see if I purchased this unit and it was old, but after years this company has no parts to fix their units I have spent a lot of money on this unit and installing it, and to no luck I have a new heater and cannot fix it!!

I am letting you know that PROCOM Contacted me and I was given a full refund.. Thank you for your hard work.. sans-serif;">Complaint # [redacted] complaint against PROCOM inc

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]

Dear Sir/Madam,On 12/9/we received the requested part that was on back order from our supplier and the part has been shipped to the customer on 12/10/at no charge.The UPS tracking # for this part is [redacted] Customer Service ManagerProCom 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