ProCom

Dear Sir/ Madam
 
This our second response to claim # [redacted]
The customer had an issue that required a replacement part that we were out of stock on in order to resolve the issue. The customer has returned the unit to the place of purchase for exchange. The customer has also claimed reimbursement for installation of $79.00. We have received the invoice for the installation and are in the process of sending the customer the reimbursement requested.
 
[redacted]
ProCom Heating Inc.

---------- Forwarded message ----------
12.8000001907349px; font-family: arial, sans-serif;">From: [redacted] <[redacted]>Date: Tue, Mar 10, 2015 at 7:48 AMSubject: [redacted]To: "[redacted]" <[redacted]>
This is in response to customer complaint I D [redacted]
Our Customer Service Department has made several attempts to contact the customer at the number provided. A direct phone number to the supervisor has been left on voicemail for the customer to contact for assistance ([redacted] ext.[redacted]). We will continue our attempts to contact the customer regarding this issue.
 
[redacted]
ProCom Heating

Dear Sir/ Madam
On 2/20/15 our Technical Service Staff contacted the customer regarding this issue(I D  [redacted])
The customer did not understand how the remote control operated the unit. After the remote operation limits were explained the customer now understands how...

the unit works.
ProCom Technical Service Department considers this, non issue resolved.
 
[redacted]
ProCom Heating Inc.

If you are seeking a REVIEW for ProCom Appliances, RUN, RUN, RUN, as fast as You can. Their Products are as inferior & USELESS as Their Lying Staff. Due Your RESEARCH. The also sell Avenger which is inferior as well. I am still researching to find other Products that they may Manufacture & or Sell or assemble. If You have to deal with Travis, Sierra forget it. Britney acts as if she is interested with Your Problem. Tonya is supposedly a Supervisor as well as Mike. I believe even Casper the Ghost is 1 as I have Never had any correspondence from him either. I have sent several Emails for a resolve it seems as Travis is in control of the EMAIL as well. Therefore nothing gets resolved. Here are a List of Numbers which all revert back to Travis- 949 855 8123, 270 495 3779, 866 573 0674, I will provide more as I pursue thos Company. I will also forward all of my findings to their Retailers so hopefully they step up THEIR Service or Get Dropped from the RETAIL Lines to which they PAWN their Products onto. I GUARANTY the RETAILERS are not aware of ProCom Sales & Service or lack of after the Sale. Hope This Helps. It is in YOUR best interest to pay for something that will or can be repaired soon after the Warranty expires Not to mention while still within the Warranty Specs that ProCom set forth. Best of Luck to YOU ALL.

I am a gas log installer, I was told to try and purchase my logs thru ProCom...WORSE MISTAKE EVER not only are they unprofessional they have such poor customer service policies and procedures I barely would call it service at all. Wait times are usually 30+ mins just to get to a CSR that is unable to make notes in there system or see prior call notes, very poorly run business. When you ask to speak to a supervisor they are unable to transfer you to one because it's against policy. They get your information and you never hear from a supervisor. You have an "accounting" department that apparently can take up to 30 days to process refunds. Than you have a "shipping" department that can't count how many items they have in stock and are continuously not filling orders correctly. You pay extra for guaranteed shipping for the company to not process the shipping label for over 2 weeks. You wait over 2 weeks for a product that is out of stock and no refund to be issued. I will NEVER do business with them again, nor refer them to anyone and have logged complaint with the Revdex.com they are HORRID STAY AWAY!

I purchased a vent free heater model #PCNSD25RTA, and used it 1 winter. This is the second winter, and it's only been on for a week or so. Remote will not work. Have to manually get down on hands and knees to switch on and off. No temperature control Called USAprocom and am put on hold for almost an hour. Operator suggests that I purchase a new remote, but says they have none in stock. She says they may or may not have the part in stock in the future. Matter of fact, no one has these in stock. She suggested I search the internet, which I did. I asked if she was sure the problem was with the remote, and she replied "I don't know. I'm not there to check out your stove." Snappy and rude. This heater has had minimal use, is in tip top condition, but has now failed. Poor quality product with incompetent customer support. The serial # is SH15126617. I believe the SH stands for st.

I wished I would have read these comments before having my 24" Vent-Free Gas Log set.
I purchased it ,had a gas installer put it in and when he tried to fire it up...nothing. The control box for the remote #RG04-1M was defective. I called the customer service line of ProCom and was told that part was on back order, she suggested that I go on ebay and order one, How is that for customer service? I went to Lowes and the guy in the dept that handles that type of product told me he had the same problem and went back to wood burning.
I do not know what to do. The "customer disservice dept." has you on hold for a long time and does nothing but tell you they will send the part when they get it. This is not a good way to run a business.
Rick Richert
Service claim #6113

Review: I purchased a ProCom 18000BTU gas heater (ProCom md3tpa, series number 12601613) few months ago and had it installed by a gas certified plumber around Dec 19. When the plumber tried to switch the setting from propane to natural gas, the part was defective. The plumber called procom in my presence and the customser service representative said that the part would be mailed as soon as possible. I was willing to pay for express mail, explaining that we had guests using the room for a dinner on Dec. 24. We were told by customer service it would be sent out right away. We did not receive any part nor hear back from them. My plumber called again in early January and after being on hold for 50 minutes was told by a very rude customer representative that the part was on back order. When the plumber explained he'd been told the part was going to be mailed immediately at the end of December, he was told, "I don't know what you want from me because the part is on back order." My plumber asked to speak to a manager, was transferred and then hung up on. It is now a month and no part and no heat. I want this company to either immediately send me the part, replace the unit entirely, or refund me the cost of the unit.Desired Settlement: I want this company to either immediately send me the part, replace the unit entirely, or refund me the cost of the unit.

Business

Response:

---------- Forwarded message ----------From: Mike Dismon <[email protected]>Date: Wed, Mar 11, 2015 at 11:39 AMSubject: 10412104To: "[email protected]" <[email protected]>Dear Sir/Madam This is in response to customer complaint I D #[redacted]Our Customer Service Department has tried several time to reach the customer at the provided phone number with no success. The customer was left a message with the direct number to the supervisor for reply (270-495-3779 ext[redacted]). We will continue to try to contact the customer for resolution [redacted]ProCom Heating Inc

Review: I purchased a procom model Pck175vt serial # is[redacted] I have called customer service and as there setting up where I can return the heater back to I get hung up on twice. Let me remind you the call hold times are over 60 min. The paint is blistering on the heater. The decals are coming off . The heater is not abused and is in perfect condition except for what was stated above. It works great to.I purchased from lowes home improvement on 12/2/2014 . The customer service rep was rude and had a lack of knowledge about the product. She may have been new it sounded like someone in the back ground was coaching her.Desired Settlement: Replacement or refund of the 400.00 I paid for the item.

Business

Response:

Dear Sir/ Madam,

This is in response to complaint ID # [redacted]

After speaking to the customer on 2/20/15 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.

Consumer

Response:

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,

Review: company continues to ignore emails and calls regarding their defective heater products...

this is a copy of my emails sent repeatedly to california headquarters... to [redacted] purchasing procomm usa Main Office: 949-855-8123 and [redacted] manager lexington ky.

"re: Sh[redacted] and SH[redacted]

both heaters were purchased at lowes Oct 23, 2014...

they were professionally installed along with with new gas lines... and did not/would not light.

despite my Never having any problems with my gas lines or furnace, stove , water tank, your people would not assist or help me in any way until I verified the gas pressure at the installed heaters. to comply, this required me to schedule another service to verify my actual gas pressure was correctly within your requirements for operation.

Of course, despite this additional gas tech's efforts, both units still would not function.

you know from my many calls, spending hours on the cus[redacted]er service line, and emails to your people , including **, "RGALEAD", these units are defective and have never worked.

** assured me replacement parts for both would be sent in december...

after I made additional follow up calls and emails, her ''assistant" called me in January to advise they had lost my address (which was taken several times in past.)

But Now, would be sending parts... and she would have ** call me...

NEVER Happened !!!

per my call to [redacted], and her email to you, I had hoped for some contact by now."

I have spent hours on hold and had my emails ignored ... when I was able to reach someone they never followed through... I had to pay for professional gas line installation as well as for line pressure checks which was obviously a stall tactic...

the gas line installer has verified that Both units will not function...Desired Settlement: my son purchased a similar procom /cedar ridge heater some 3 years ago and has not had any problems...I expect 2 functioning 30000 BTU ventless heaters asap

Business

Response:

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.

ProCom Heating Inc.

Consumer

Response:

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,

Review: I have been waiting on a part that they said it would come in 4 to 6 weeks and its 5 monthes the part is for my fireplace need it for heat I called and called no actionDesired Settlement: send the part please

Business

Response:

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.

Review: I purchased a ProCom heater. I contacted ProCom when my heater would not work at the beginning of the heating season (November) . The company sent a part. It did not fix my heater. I was told to take it to a local repair facility. They said the heater was not repairable. I contacted ProCom again and they disagreed with the repair facility and sent two additional parts. Neither of these parts repaired the heater. I contacted ProCom again and asked for a supervisor. The supervisor said that we needed to trouble shoot over the phone and gave me her extension. She said that if my husband called she would be available to troubleshoot. My husband took off work and went home and contacted the supervisor. She did not answer the phone nor return my husbands call for hours. She finally called when he was back at work with customers and he was unable to take the call. I called the customer service number back the following day (over 30 minutes on hold to speak to a representative) and was told to try a trouble shooting exercise. My husband and I tried the exercise and it did not fix the problem. My husband called the supervisor back and left a message. She did not respond. I called the customer service number back (another 35 minute wait and over all 50 minute conversation) the representative said he wasn't sure what the problem could be. His only solution was a part that had already been replaced. I asked if we could have gotten a bad part and he said I hope not because we don't have anymore. I left another message with a supervisor, but have not received a response. This has been going on for over two months. Thank you.Desired Settlement: I would like a refund for the amount I paid for the heater, so that I can purchase a reliable heater to heat my house.

Business

Response:

---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, Mar 10, 2015 at 7:48 AMSubject: [redacted]To: "[redacted]" <[redacted]>This is in response to customer complaint I D [redacted]Our Customer Service Department has made several attempts to contact the customer at the number provided. A direct phone number to the supervisor has been left on voicemail for the customer to contact for assistance ([redacted] ext.[redacted]). We will continue our attempts to contact the customer regarding this issue. [redacted]ProCom Heating

Review: Purchased one of their ventless gas heaters in February of 2013. In October of 2014 the unit stopped working. I was able to light the pilot light, but the control dial to adjust the temperature would not move. I made contact with the ProCom customer service department to report the issue and request a replacement part. I was told in October of 2014 that the part was on back order. After several weeks I contacted them again and was again told the part was backordered. My husband contacted the Lowe's store where I purchased the heater and the employee at the store also contacted ProCom to see about getting the replacement part. ProCom then contacted my husband to let him know that Lowe's had requested the wrong part and the part we need was still on backorder. I have left messages via e-mail as well as a voice message for a Customer Service Manager to contact me but I have not heard back from them. It has been four months now and I still have not received the replacement part and still can not use the heater. I had a gas line plumbed for the sole purpose of using this gas heater and have been paying $9/month for gas that I can not use. It is VERY inconvenient being the middle of winter and we are unable to heat our home adequeatly due to the heater not functioning properly. When my husband spoke with ProCom's customer service representative he was told they were on the third vendor to produce the part, this seems to be a major issue with the unit and it need to be address and corrected, not only for those of us who have already purchased the defective product but for anyone who may purchase it in the future.Desired Settlement: If the part is still on back order then I feel they should replace the entire heater or give me a refund so that I can purchase another heater to heat my home.

Review: I purchased a gas logs (Model VF-24NA-2) which included a variable flame remote control. The contractor installing the fireplace was unable to locate the motor wire that connected the transmitter to the fireplace that controls the height of the flame.

I have contacted customer support numerous times at various times throughout the day incurring wait time of 30 minutes or more each time. I have only had a customer service representative answer twice. Both times I was referred to a "specialist" named [redacted] who never picked up. I left voicemails on two separate occasions with the nature of my problem and my contact information. I have never received a call back.Desired Settlement: I would like the gas logs to work as described. The variable flame remote should operate the fireplace as advertised. I would like a replacement set of logs and/or variable remote that is compatible with the current set of gas logs.

Business

Response:

Dear Sir/ Madam

On 2/20/15 our Technical Service Staff contacted the customer regarding this issue(I D [redacted])

The customer did not understand how the remote control operated the unit. After the remote operation limits were explained the customer now understands how the unit works.

ProCom Technical Service Department considers this, non issue resolved.

ProCom Heating Inc.

Consumer

Response:

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 Company. Their 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 company. I have never had to contact the Revdex.com or a governmental agency to elicit a response before. [redacted]

Review: 9 months ago we purchased a vent free gas fireplace insert from Lowe's. It was made by ProCom. The remote that came with it did not work, after calling and troubleshooting we just began to manually start it. Twice we were able to start it then that went out as well. Called ProCom again, they said we needed a new manual switch box, at which time they ordered. Never received after several weeks, called back they said it was on back order, we called Lowe's to see if there was something they could do, they called and were also told it was on back order. Lowe's does not carry this size insert anymore, therefore we can not take it back because the insert they carry does not fit our fireplace, so we are stuck in limbo until said part comes in. We called back several times, leaving messages for the supervisor all to know avail. The part has now been on back order for 7 MONTHS!! 7 MONTHS! Called yesterday, left anther message, was told by 2 different people, [redacted] and [redacted] that for sure the supervisor would get back to us FIRST thing this morning, it is now late afternoon and NOTHING!! I sent an email last evening to corporate stating this would be my next step. Winter is coming and I need my fireplace to work!Desired Settlement: My desired outcome would be that my fireplace would work, remote and manual box! Either send me my part TODAY or replace the fireplace.

Business

Response:

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,

ProCom Heating Inc.[redacted]

Consumer

Response:

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,

Review: We bought a new fireplace and had it installed by licensed installer. We used it for 3 months then it broke. We called for a replacement part Sept15 and as of December 4, 2015 we still do not have the part. They tell us they have no idea when the part will come. One man said some had been waiting nearly a year for parts. We left messages with two different management people and e-mailed the company at their California address and have never been called back. The product is under warranty yet they have not honored the warranty in 3 months and counting. Meanwhile, we live in New England and need this fireplace for heat.Desired Settlement: Northern Tools, the retailer we bought this fireplace from has agreed to an exchange but we are now stuck paying $100 to return the item plus $400 to hire an installer again. We wanted a refund and to get a different brand as this company has lost our confidence in their service and quality. At this point, paying for the return shipping and installations wold be fair since they have caused this return by not honoring their warranty in a timely manner.

Business

Response:

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.

Review: Hi. I have called ProCom at least 5 or 6 times trying to get through to customer service/technical support. Half of those calls resulted in waiting on hold for over 30 minutes and then the call was disconnected. The other half of the calls didn't even get to waiting on hold, they simply said that extension is unavailable, call back later. I have yet to speak with anyone at ProCom after 5 or 6 attempts. It seems there could be only one person answering the phone when lots of people are calling. How else would the wait time be over 30 minutes. I have read online that some customers wait hours on hold. The problem is with a heater that has stopped working.Desired Settlement: I want these people to call me. I want the parts to fix this heater. I want them to hire more people to talk to their customers. I want them to make better heaters that will last for more than a year.

Business

Response:

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.

ProCom Heating Inc.

Consumer

Response:

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 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,

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!!

Review: I purchased a fireplace insert model FBD28T to put into my basement. I had an independent certified technician come out and run the gas line and come back to connect the fireplace once it was framed. It would light, but gas could be smelled throughout the house. The technician said it was the unit and it was leaking gas at the gas pump valve. I called ProCom to inform them that my new fireplace was defective. I was actually hung up on after suggesting that it was broken/defective when I bought it. I have since made dozens of calls to ProCom and left many messages to report the hang up by a member of their team and also to try an rectify the situation. Out of 7 messages with 6 different supervisors, one called me back to try and fix the issue, she said she would need to verify with the installer where it was leaking gas from, but she never contacted him.Desired Settlement: I would like a phone call from a member of management to discuss the problems I have incurred. I would also like to request an apology for being hung up on and receiving such terrible customer service.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

Dear Sir/ Madam This our second response to claim # [redacted]The customer had an issue that required a replacement part that we were out of stock on in order to resolve the issue. The customer has returned the unit to the place of purchase for exchange. The customer has also claimed reimbursement for installation of $79.00. We have received the invoice for the installation and are in the process of sending the customer the reimbursement requested. [redacted]ProCom Heating Inc.

Review: I purchased a set of Pro Com gas logs model number [redacted] less than 2 years ago and they are still under warranty. I have been unable to use them due to the production of CO gases and carbon build up. I advised the customer service department of this and showed them pictured and they agreed their was a problem. We went through a thorough check list to find the problem and there was none on my end. I sent them pictures and then they claimed I had placed ember material in wrong location causing damage to logs. I then went and took a picture of the same logs at a local store and it showed the embers in same area I had placed them. So If I put them in wrong location it was their fault for posting a picture of the embers in this location and also showing this in their manual. Also I will add I was promised 3 call backs from a supervisor to correct this problem and no return phone calls were made by supervisors. I was treated very unprofessional by the supervisors and I will say the reps handling my complaint did a good job.Desired Settlement: I would be glad to accept another set of logs, but not these sames logs as I believe they have a defect in the design. Or a refund will be fine. I would rather have another set of logs if this is possible. But again a set not like these are designed.

Consumer

Response:

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.

Just wanted to let you all know that this case has been solved and Procom made everything ok. They had lowes gives me a full refund so the case can be closed!!