ProCom

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 Support. We have 10 Technical Service Representatives that assist over 500 customers daily. According 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 troubleshooting. The part needed to resolve the issue is being sent to the customer at no charge. The customer has been given the correct toll free number should they need assistance in the future.

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 ordered your product almost exactly 1 month ago today. You’re just getting to processing a refund I shipped back 5 days after receipt??  I also have STILL not received the refund on the second order I placed so I wouldn’t have to wait on the exchange for the proper item. I had to file fraud charges with Capital One to have them handle both refunds on my behalf. Neither of which is resolved to date on your end. An apology isn’t god enough for the service, and headaches, received to date. 
Regards,
[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.
Regards,
[redacted]I have contacted company and they were ruud and would not back up there garrenty I will not keep playing ganes with these people They are not a good compant and do not stand behind there product and this is very dangurios  for children

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
This is in response to cusomer claim # [redacted] recieved on 2/3/2015
Our Technical Service Department contacted the customer for troubleshooting assistance and has sent a replacement part under warranty to resolve the issue.
The part was sent on 2/3/15 via...

UPS at no charge. The tracking number for the replacement part is [redacted]
 
[redacted]
Technical Service Manager
ProCom Heating Inc.

This is the second response to customer ID#[redacted]Again, as previously stated, after several attempts to contact this customer and assist with the issue we were successful in speaking to the customer regarding the complaint.Our Technical Support toll free number([redacted]) has been in service for the past eight years and has not changed.This customer purchased a product off the internet from someone/some place that is not approved as a ProCom Heating Distributor. We have no knowledge of the past history of this product  and or modifications to the unit.The source of the purchase referenced ([redacted]) is not a dealer of ProCom products and we have no idea who or where they purchased the unit from.ProCom Warranty states that we will send any part required to fix the unit directly to the customer at no charge,and that all refunds or exchanges go back to the place of retail purchase.As a courtesy to this customer we have offered to extend the normal warranty policy and sent the replacement part at no charge to resolve this customer issue.

DO NOT TURN AWAY FROM THIS COMPANY - RUN AWAY!!!! Purchased fireplace logs model CRHEB24RTA from Lowe's in fall 2013. Used lightly first winter. Not used in 2014. Upon attempt to use winter of 2015 would NOT LIGHT. Called repair technician 2/7/16. Said solenoid OD-C0889-11 was bad and ordered a new one. Was told by ProCom it would arrive Feb 28. Called several times and am now told they DO NOT KNOW if/when the part will be available. They say NO OTHER remedy available.

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 normal buisness hours. The Representative confirmed the non warranty replacement part required for...

repair and advised how to place the part order.
 
[redacted]
ProCom Heating 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 Support. We have 10 Technical Service Representatives that assist over 500 customers daily. According 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 troubleshooting. The part needed to resolve the issue is being sent to the customer at no charge. The customer has been given the correct toll free number should they need assistance in the future.

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 that. They 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]

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

Dear Sir/Madam,
This is in response to claim#[redacted]
On 2/18/15 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 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.

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 8 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 pressure... refused 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 parts... in 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 parts... when 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 48 hours of my return of the original products... after 2 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]

I originally called and waited an hour for my first call. I was instructed to purchase a part. The 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 3 emails that I sent. It has been over a week. This is a disgrace of customer service. I 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.

I purchased a heater made by this company from my local hardware store. On December 22nd 2015 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 2 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!!

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 only if this corrects the issue! 
Regards,
[redacted]

Dear Sir/Madam,On 12/9/15 we received the requested part that was on back order from our supplier and the part has been shipped to the customer on 12/10/15 at no charge.The UPS tracking # for this part is [redacted]Customer Service ManagerProCom...

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 stock. And 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 10 years, that they would at least offer a suitable offer with a prorated discount on new product. Since 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 older. This 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 answer. As 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 purchased. If replacement part are still available on a product that is 10 years old.

This in response to customer complaint ID# [redacted] received on 10/21/2014
 
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.
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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 purchased. If replacement part are still available on a product that is 10 years old.
 
Sincerely,
 
[redacted]
Customer Service Manager
ProCom Heating Inc.