ProCom

Review: I purchased a [redacted] from [redacted] on 1/21/2014 we used it for three 1/2 months. When spring arrived we turn it off. Now that the season has changed we tried to turn it back on but couldn't light the pilot.

. I called [redacted] and was told I only had a 90 day warranty with them and that I may have wasted my [redacted]. I went into the store with the heater and was told they didn't have the same heater there on [redacted] in [redacted] but they have one in Indiana, but they couldn't do an exchange because they wouldn't get a store credit. Next I called ProCom for the 10th time and was told how to troubleshoot and that didn't work. Next we were told to take it to a reliable company and pay to have it repair and ProCom will send the parts that are needed. Why should I have to pay for service and repairs when It's still under manufacturer warranty? I've only had it for nine months and used it for three months PLEASE HELP ME get my [redacted] back or a new Heater. ThanksDesired Settlement: I would like to exchange it or get a refund.

Business

Response:

Dear Representative,This is in response to customer complaint I D #[redacted] This is our third attempt to respond to this complaint. Thank 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 exchange. The customer did supply the proof of purchase and was issued authorization to return the unit to the place of purchase. [redacted]Technical Service ManagerProCom Heating Inc.

Review: This company does not provide parts for servicing their product. When speaking with customer service, I was told to try and search the internet to find the part, because they do not carry or even try to replace with other options. Considering the the unit is less than 10 years old,Desired Settlement: Some type of replacement. If not for just the one item, then all the parts to reach the desired outcome. Which would be to have the product operate as intended.

Business

Response:

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.

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,

Customer Service Manager

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.

[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".

Review: I bought a ProCom vent free gas fireplace from Amazon.com last January 16th, 2015 from the seller [redacted]. Due to a situation beyond my control, I was not able to have the heater installed until this past November 2015. The heater leaked gas and I have not been able to use it. Had to have gas company out, and paid for technical help. I am told I need to replace the DF regulator. I have not been able to contact the tech support, or the home office at any phone numbers or online. I left a message with the operator at home office and also at their website. All the other phone numbers and extensions are not taking messages. The parts dealer no longer has parts and will not in future. Amazon has also tried to reach the company and the seller with no results, and have filed a complaint, with no results. It is like this company just disappeared! All I am asking for is a way to get this part so I can have the heater fixed. The warranty was for a year, and soon to run out, but I have been trying to contact them since November.Desired Settlement: Please try to contact seller or manufacturer to contact me so I can request the part I need, or where I can find it. If not available, then please request full refund.

Thank You so very much.

Business

Response:

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.

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 was contacted by phone today by ProCom. Only one phone call this morning, which I returned late morning. Got 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 [redacted]. 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 $350 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 2 days until the problem could be found.

I was told that I would need to contact the seller for a refund. She said [redacted] 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 company. I 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,[redacted]

Business

Response:

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.

Review: my procom magnum 220 vt has ceased function with a c1 error ive checked the voltage I have run extension cord to multiple outlets and now there is my issue.Desired Settlement: I wish to have the unit replaced with a unit of equal or greater caliber ASAP.

Business

Response:

Both of the files that are referenced numbers [redacted], have been handled thru our Customer Service Department to the agreeable conclusion of the customer. If you need any other information do not hesitate to contact me.

Review: I bought a model qd250t, It worked 1 winter and now the pilot will not lite...A tech told me the regulator plunger is stuck and needs repaired. its starting to get cold I need my heater.Desired Settlement: I either need a part to fix it or a replacement, Paid over $350 @ [redacted] and I can't afford another, its starting to get cold I need my heater..Tryed to contact procom several times with no response...

Consumer

Response:

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

Review: Bought a set of USAProcom gas logs Model # CRHEB24 RT form LOWES Home Improvement had them for less than a year and used them at max 10 times. Pilot is lit but the burner will not light, manually or remotely. Hire PSNG to repair and tech could not get them to operate. Call to check on a solution and no one answers or returns email..out the price of log plus attempted repair.Not a very good Customer Service or products.Desired Settlement: Replace or refund the gas logs plus the cost of the attemted repair by PSN...

Business

Response:

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]

Technical Service Manager

ProCom Heating Inc.

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 only if this corrects the issue!

Regards,