ComplaintsforProCom
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Complaint Details
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Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought the following ProCom Heating product from Menards. Order Number RAPC30674785 Guest Name ********************* Order Date 12/24/2023 Products ProCom 32" Universal Vent Free **** Fireplace - Firebox Insert SKU: ******* Qty:1 EVERYDAY LOW PRICE 11% REBATE*Good through 5/5/24 PRICE AFTER REBATE*$499.99 $55.00 $44499 each You Save $55.00 with Mail-In Rebate*At the time of the order I was not told that I needed any further parts to make the product work. Upon installation in April of 2024 (when our build was near completion) we were told that we needed a blower and a trim kit. I was able to order the blower from ProCom with no issues (Menards was unwilling to order any parts). However I was told by ProCom that the trim kit has been unavailable for over two years. The fireplace must have the trim kit in order to be used. In addition, I was told by ProCom that gas logs are also necessary for the operation and that the thermostat comes with the logs. Those are also unavailable from ProCom. I did call and try to obtain all these parts from ProCom or affiliates. So far no one has been able to help me. The customer service rep at ********************** emailed a link for the logs but it only took me to a site where I was unable to find them. I now have a $500 fire box that is useless installed in my cabin. These are still being sold at Menards and on the ProCom site. I dont understand how ProCom can continue to sell a product that cannot be used. This is false advertising and outright criminal. If the company cannot supply the parts needed to make the unit work, it should not be sold.Initial Complaint
03/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
An item (fireplace log set) was ordered and it arrived to me not in proper working order. I have had multiple communications with a customer service supervisor since January 2024 with no resolution. I requested to speak with a corporate supervisor nearly two weeks ago (17 Mar 2024) with multiple follow-*** since then. I am told a request has been submitted but that is all. I am being instructed by that same customer service manager to perform repairs on the item in my home. However, the agent sent me a screen shot of the company's repair instructions and it specifically states that only a qualified installer should perform the actions that the agent is telling me to do. This is an item that can be dangerous and if not repaired properly, could cause very serious damage to the facility it is installed in as well as cause health issues or serious injury.Business response
04/08/2024
To whom it may concern:
Thank you for bringing this issue to our attention. We apologize for the inconvenience you have experienced with your fireplace log set. Your safety and satisfaction are our top priorities, and we take this matter very seriously.
We have been working diligently to resolve this issue and are pleased to inform you that we are in the process of replacing the unit for you. You should expect to receive the replacement unit this week. ********************** will be in touch with us to ensure that the replacement unit meets his expectations and to address any further concerns he may have.
We sincerely apologize for any frustration this situation has caused and appreciate your patience as we work to rectify the issue.
If you have any further questions or concerns, please do not hesitate to contact us.
Thank you for your understanding.
Best regards,
******
Customer Service TeamCustomer response
04/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, 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,
*************************************
Initial Complaint
11/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased this on Amazon 12/7/2022 amount paid $351.81 order# ***-1688531-0707465.For a Procom dual fuel vent less gas fireplace insert,10,000 BTU T-Stat control-model # PCS100T.They have a one year warranty in the manual. As of now there is a smell of propane after the main burner shuts off, but the control does not close completely. Then the odor of propane gas is smelled inside the complete house. There is no way to correct this unless the whole unit is replaced. I know this as a retired gasman. I have tried to contact the company on there web site with no reply. I left a feedback with Amazon that PROCOM has not reached out to me for correcting this matter. So as it is now the unit cannot used. It should be replaced.Serial# **********Initial Complaint
04/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This is the second direct vent stove I bought from this company in the last four years. The first one leaked and national fuel shut it down. I wasnt able to get proper parts for it, so I had to trash it. I bought a second one from Northern tool with an extended warranty. I have been trying to deal with customer service since it arrived. The log set was broke, and they sent out two additional broken ones. Now the igniter doesnt work. It is under full warranty after only three months, but the customer service department at ********************** does not respond. There is a phone number, but nobody answers it. You are directed to deal with customer service by email. they dont respond unless you threaten them with Better Business Bureau complaints. When they finally did respond, they are requesting me to have the entire gas unit removed and send it to them for repair. I have been without heat in my back room for two months. I purchased this with a full warranty and an additional extended warranty because I knew the problems with these units. It will cost me $200 to get a service technician to remove the gas unit, then send it to them at procom for repair for 8 to 10 weeks. When I receive it back , I am required to have it reinstalled by a certified technician for $200 again. This is ridiculous and this company is well known as I see by complaints on your site. Please help me with this as they are not responding. Thank you.Initial Complaint
03/10/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
When using the thermostat the heater will not turn off and leaks propane. I have submitted 3 tickets and emailed with no response. When you call the help number there is not a way to speak to a person they tell you to email or create a ticket.Initial Complaint
01/03/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I purchased a ventless gas fireplace from ProCom. The fireplace does not work. I can not call anyone at the company they will not answer the phone. I emailed support and have had no support from them.$400.00 just sitting in my house not heating a thing.Initial Complaint
01/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a new inbox ProCom ****** BTU wall mount heater in the summer of 2022 June 6th 2022. I did not attempt to install the heater in my home until November of 2022 the box was open and the heater was installed per manufacturer's instructions and would not function. All troubleshooting provided in the instruction book was completed but it still would not function. I attempted to call the phone number provided by ProCom the automated response prompted me to send an email to their service department that email was sent November 15th 2022. They responded they responded by asking me all the same questions that are in the troubleshoot manual I did follow all their prompts and answered every question. I have explained to them numerous times that the heater never lit new out of the box. It is now January 2nd 2023 they have not answered any of my emails since late December of ***************************************************************************************************************************** to find a local shop to repair the heater. I should not have to pay out of my pocket to repair a brand new heater considering the company advertises a year warranty against defects in workmanships and materials and I would like them to honor their advertise warranty and help me the customer. My order number in reference to this complaint with ProCom is **********Initial Complaint
12/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a ventless heater via factorybuysdirect (aka usprocom) on 11/20/22. One week later I contacted them via their website about the shipping, got no reply. On 12/1 the heater was delivered and installed. When the pilot was lit, a 4" flame appeared inside of the cabinet BESIDE the burner. All connections were checked, but second try yielded the same result. I again contacted the vendor, who I learned is also the manufacturer, via their website (phones unanswered) requesting troubleshooting help or replacement, got no reply. My 2nd contact about the issue was also ignored. On 12/3 I contacted my payment provider, who started a dispute on my behalf. I got a phone call from Procom several days later and explained the issue, and requested a return or replacement. I was told I must FIRST provide a picture of the item, which I did via the email address provided on 12/8, and have had no further contact from company. No invoice or warranty information was provided with the shipment but the carton states that there is a 30-day limited warranty on the item. As stated, I expect the unit to be replaced or a return initiated. I've seen this tactic before; run out the warranty and then dispute the chargeback because I didn't return the item. I PROVIDED THE DOCUMENTATION DEMANDED, BUT HAVE NOT BEEN GIVEN THE OPTION TO RETURN THE ***** THE **** IS A SAFETY HAZARD. I want it replaced or to be able to return it for a full refund IMMEDIATELY.Initial Complaint
11/11/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
*************** to a message I received with a complaint I already have under investigation. ******** I have not heard anything from the company, completely ghosted. I had to purchase another $2000 heater to heat my house in the meantime. Label created 10/27 but has not gotten to **** Im not conceived it would work even if I ever received it. The company I was contacting is in ************* **. This is listed at a ********** company, same? Thank youInitial Complaint
11/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased a ventless heater for my home. Had professionals install. Worked for a month or 2 before it started leaking gas and the gas company turned off my natural gas and deemed it unsafe. Contacted company, paid return shipping in July 2022. Phone number doesnt work, customer service answers very few emails and there is no way to talk to anyone. Several emails from me inquiring about the repair. 2 weeks ago stated that the unit was in line to be shipped. Several emails from me and no answer, no tracking number and no unit. It has been 4 months and only given the run around.
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Customer Complaints Summary
40 total complaints in the last 3 years.
7 complaints closed in the last 12 months.