ProCom

Dear Sir/ Madam,
This is in response to complaint ID # ***
After speaking to the customer on 2/20/the decision was made to send a replacement unit to the customer and have this one picked up for a quality evaluation by our engineering department
The customer
agreed and the order is in process for a new unit to be sent to the customer and the defective unit picked up and returned to us

While I did receive a call this morning from the Company, it took me sending emails to the Revdex.com and the saferproducts.gov website to elicit a response from the CompanyTheir customer service is almost completely unresponsive
I would never buy a product from ProCom again and would give it a grade C raing at best due to the difficulty of contating the companyI have never had to contact the Revdex.com or a governmental agency to elicit a response before
*** ***

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 *** ***Customer Service ManagerProCom Heating Inc

Dear *** ***,Thank you for contacting ProCom HeatingOur records do not reflect that you registered your FIBblower through ProCom Heating websiteYou will be required to have completed a warranty form on file before a warranty claim will be processed. Please note, product warranties
only cover the cost of part(s) required to restore this product to proper operating conditionBelow are the steps that must be completed in order for us to be able to proceed with your warranty claimFill out a customer service form at the link below.https://www.usaprocom.com/customer-service-center/ Form has an attachment option, please attach your receipt from *** ***Once we review your warranty claim, we will send you further instructions and authorization if applicable on how to return your blower under warrantyFor any other questions, please contact our Technical Support team at 1-866-573-or email [email protected] you, 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 below.I was contacted by phone today by ProComOnly one phone call this morning, which I returned late morningGot voicemail and left message. They called again this afternoon. There was no other contact before that**, the rep, told me that ProCom had changed all their phone numbers. I was not given a new toll free number. I only have the number given on the voice message which is *** *** ***. I told her there must be many people trying to contact them, and they need to make their new phone numbers known as the only message at the published phone numbers is that the voicemail box is full
I requested a full refund as I have spent hours and money on calls, chats with Amazon, and I paid $to my heating and cooling tech company to find the problem after my house was full of gas and the gas company shut my gas off for days until the problem could be found
I was told that I would need to contact the seller for a refund. She said *** *** *** is not one of their vendors, and refused to give me any more information about the origin of my unit
After a heated discussion, I agreed to have the faulty part sent to me and to have the service call to have it installed reimbursed. She was to send me contact info via email but I have not received that email as yet
I want to thank Revdex.com for eliciting a response from this companyI asked ** how she had my contact information and she replied, "Oh, we get these things from Revdex.com". I told her I had filed a complaint. She said "That's OK"
To clarify, there was not several attempts at contacting me, I do not have a new toll free number for the company, they denied having business with the seller, and they would have never contacted me if not for the Revdex.com
Regards,*** ***

Dear Representative,
This is in response to customer complaint I D #***
class="" " margin: 0px"> This is our third attempt to respond to this complaintThank You for the email address correction for the reply
The customer was contact by our Technical Service Representative and advised that if they chose not to have the replacement part sent at no charge to correct the issue per our warranty agreement, they could send in proof of purchase and return the unit to the retailer for exchangeThe customer did supply the proof of purchase and was issued authorization to return the unit to the place of purchase
*** ***
Technical Service Manager
ProCom Heating Inc

---------- Forwarded message ----------
12.8000001907349px">From: Mike Dismon Date: Wed, Mar 11, at 11:AMSubject: 10412104To: "[email protected]"
Dear Sir/Madam
This is in response to customer complaint I D #***
Our Customer Service Department has tried several time to reach the customer at the provided phone number with no successThe customer was left a message with the direct number to the supervisor for reply (270-495-ext***)We will continue to try to contact the customer for resolution
*** ***
ProCom Heating Inc

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 do not accept this response because this heater lasted only one year and now I am expected to pay for the parts to fix this inferior product An acceptable response would have been to provide me with the parts free of charge or provide me with a new heater We are a family of limited means, we are vegetable farmers and do not have the money to buy the parts or a new heater Now, because of this inferior heater we have one less room in out that we can use because it has no heat Shame on ProCom for treating their customers in this horrible manner! Shame on ProCom!
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
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,
*** ***

Dear Sir/Madam,This is in response to customer complaint # ***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
***Mike ***Customer Service ManagerProCom Heating Inc

absolute WORST customer service in the industry! they sent me wrong parts, told me not there problem then refused to send me correct part! now wont return calls nor emails...I wouldn't take any of there products if they offered them free at this point!

ordered a replacement heater, since the old one died. the new one came without the bracket to hang it. contacted the company and was told it's a "process" to get one sent. this has been going on since NOV. they have peen contacted numerous times, even asked for a manager. was told he was on the phone. asked to have one call back, didn't happen. BUT I can order one and it's here in 4 days. doesn't make any sense, except a way for the company to make some more money.

Thank you for contacting Procom Heating. We apologize to hear about the issues you experienced with your unit. Please 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 30 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 instructions. No return will be authorized. Parts will be provided to repair the product.We are authorizing you to provide postage and return your unit to us in 24-48 business hours for rework under warranty. Once we fix your unit, it will be returned back to you. Please return to the following return address:[redacted]
[redacted]
[redacted]
[redacted]Do not return products that have been filled with fuel. You must drain all fuel before returning the product(s). Thanks, Procom Heating

Dear Sir/Madam,
This in inresponse to claim # [redacted] Customer [redacted]
Our Technical Service Records show that the cus[redacted]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[redacted]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 him. The Service Representative advised that we could only assist with troubleshooting and replacement parts as indicated in the Warranty Agreement on his owners manual. The 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 am letting you know that PROCOM Contacted me and I was given a full refund.. Thank you for your hard work..Complaint # [redacted] complaint against PROCOM inc

Thank you for contacting Procom Heating. We apologize for the inconvenience that you have experienced with our product. Our products come with a 1-year limited manufacture's warranty from the date of purchase. We would be more than happy to assist you in troubleshooting and if determined that your...

regulator is defective, we will work with you to get it replaced under warranty. There are several things that we must verify before we file a warranty claim. Our Technical team has been notified to reach out to you. You can also contact us at 1-866-573-0674, M-F, 8am - 5pm.Thanks, Procom Heating

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 12/07/15 directly to the customer.The UPS tracking number for this order is [redacted]Mike [redacted]Customer Service...

ManagerProCom Heating Inc.

Thank you for contacting Procom Heating. We apologize for the inconvenience regarding your experiencing when contacting our Customer Service Department. We will make sure to forward your feedback to the appropriate team. We have confirmation that we received your return on 12/11/17 and a...

professional inspection has been completed on 12/15/2017. We have notified our Accounting team to process your refund.Please note that you would be refunded in full for the amount of the product. Please accept our apologies for any inconvenience. Sincerely, Procom Heating

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 part. We were awaiting
shipment from our supplier. We 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.
We did receive 2 phone calls on August 12th, one at 8:40am  from PJ supervisor at the customer service line we had been calling from the last seven months!  ** said that they took the part off a new unit and were sending it to us right away!  Second call we received was at 10:17am  from Mr. [redacted] stating that he "apologized on behalf of the supplier", but they had finally gotten that item in and were sending it out to us right away!  My husband and I were not at home that day so both of these messages are recorded on our answering machine!  We did receive the part and it is not working!  
Regards,
[redacted]