ComplaintsforProCom

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the worst customer service ever. Purchased a gas insert that had broken logs. Still have not been replaced. Talked to customer service and was promised a replacement even though I knew I shouldnt send them back first. The blower motor I purchased was incomplete so I bought one from *********** I have not been refunded or send replacements for these items. Do not do business with ProCom Heating.

  Business response

  08/16/2024

  To Whom It May Concern,

   

  We shipped replacement logs to this customer on 3/4/2022 via tracking number ******************.

   

  Thank you,

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I mailed in a defective fireplace remote control as instructed using a company provided mailing label. The unit is still under warranty and several promises to ship the replacement remote have not happened. I have provided all the requested information and we have been emailing back and forth since October 25,2021. The provided phone number ************ directs only to the web site, with no opportunity to speak to a person.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a heater from Procom in August of 2021. I waited until fall time to get it installed, but much to my surprise I was not able to get an appointment until just a week ago. Upon installation, the technician found a critical part to be broken. Ive tried emailing and submitting a ticket on their website with an urgent status and have not heard back. Ive tried calling but its impossible to speak to anyone unless you have an extension. Ive tried looking everywhere in ****** for a different contact number but I cannot find one anywhere that doesnt take you to an automated system. I need this part urgently and the manual says not to use an off the shelf one, so it must come from them. This is very aggravating as Ive waited over five months for this to be installed and now I cannot get in touch with Procom to get a broken part.

  Business response

  08/14/2024

  To Whom It May Concern,

   

  We created a ticket to have a cap & seal sent out to the customer on 1/27/22 and it was shipped out to the customer same day via tracking number **********************.

   

  Thank you,

• Initial Complaint

  01/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a ventless gas fireplace we purchased summer of 2021, when the gas company came to set it up it was missing one of the gas logs and the plunger that makes it all gas, I contacted the company and after a few months was able to get the missing log and I sent the insert to them to have it made into LP. When we received it back it didnt line up correctly inside the fireplace box so instead of fixing the one we sent they sent the wrong one and it didnt have the receiver so that our remote that came with the unit would work. I have sent numerous emails and requested information and pictures and still cannot get this issue resolved. I get no response from the company. The number on their website just tells you to send email to customer service and those emails never get answered. So I have a $700? Fireplace in the middle of freezing winter weather that our family cannot use to keep warm. And its a safety hazard at that as we have grandchildren that visit our home. Please help Im at my **** end with this company!!

  Business response

  08/26/2024

  To Whom It May Concern,
  
   
  
  We made contact with this consumer in an effort to come to a mutually agreeable resolution and the customer advised that we did provide the needed replacement parts and that they are still in possession of the unit and it is functional.  Due to the inconvenience, we did offer the customer a prepaid gift card which she accepted. 
  
   
  
  Thank you,

• Initial Complaint

  01/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a fan blower for my fireplace in July, when I had installed it into my fireplace in October, it made a horrible noise, and didn't blow any air at all. I contacted the company ProCom Heating, who manufactures the unit. They sent me a prepaid *** mailing label and asked that I mail it back to them and a replacement would be sent out. I was told to expect 3 weeks from them receiving the unit to me getting a replacement unit. They received the unit October 27, 2021. I have sent repeated emails which have either been met with form reply emails or I have been told the unit would be sent out that week. I was contacted the last week of December and told it would be shipped out the first week of January. When I contacted them this week I have been met with form emails, and no resolution. I still have not received a replacement fan and it has been 11 weeks since the company received the unit. I have asked that they call me, or provide me with a phone number to contact them, which is not responded to. When I contact the company with the phone number listed on their website it disconnects me unless I have an extension, which I don't.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ProCom ventless wall heater on November 12th 2021 at a cost of $282.96. I had it installed and it would not ignite. I checked it out and I have fuel (propane) up to the unit. But it will not light. I contacted the customer service department and over a months time, I have emailed with 4 different representatives and not one has settled the issue. It came with a 90 day warranty. Each time I have emailed a different representative I get the same result....email us a copy of your receipt and we will check with our supervisor and get back with you. That is as far as it goes. You can not call them because all you get is a recording saying to go online and order parts. I should not have to buy new Parts for a brand new unit. All I want is to get a replacement unit that will work.

  Business response

  08/26/2024

  To Whom It May Concern,

   

  We have attempted to make contact with this consumer in order to come to a mutually agreeable resolution.  We attempted to reach the customer by phone on 8/14/24 and 8/22/24 and were unable to make contact, so we emailed the customer at the provided email address.  The customer responded with the following statement:

   

  Ummm.... 2 1/2 years later, you decide to contact me? Thanks but no thanks. Nobody wanted to help me with the problem when I needed it, so please spare me a sympathy email now.

   

  Thank you 

  ***

   

  As such, we will cease further communication with the customer as he has expressed a disinterest in further correspondence.

   

  Thank you,

  Customer response

  08/26/2024

   Nobody from ProCom was interested in dealing with the problem 2 1/2 years ago, why are they concerned with it now? I my opinion, this shows very poor customer service! I do not wish to accept anything from them, unless they wish to refund my money? I have since moved on, as I would have froze to death ( literally) had I waited for a response from them in the beginning.

  Business response

  08/27/2024

  To Whom It May Concern, 

  We recognize that the customer need was not taken care of at the time it should have been; we are now under new management and trying very hard to make right any experience that was dissatisfactory.  We'd like to reiterate that we have made every effort to speak with this consumer to come to a resolution.  The consumers exact words were that he "wants nothing from us".   Without customer cooperation or willingness to communicate, we are very limited as to any resolution we can provide as this order is too outdated to refund.  

  Thank you, 

  Customer Service 

  Customer response

  09/04/2024

  
  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

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased item (online) through ********** on 10/28/2020. Picked up product on 11/9/2020. Installed around 2/1/2021. Item stopped working sometime in between. Have tried since October 2021 to get replacement parts for unit. They said the unit wasn't under warranty because it had been one year since the date we ordered, the date we picked up the unit didn't matter. It had NOT been one year since the order was available for pickup. We have been willing to pay for the repairs and parts ourselves, but ProCom will not respond to emails requesting replacement parts. Parts do not exist on website to order ourselves. Phone calls go unanswered. We paid $727.32 for this hunk of junk and would love to be able to use it.

  Business response

  08/26/2024

  To Whom It May Concern,

   

  We made contact with this consumer in an effort to come to a mutually agreeable resolution.  The consumer stated that they had to buy a new unit to replace the one purchased from us already, so replacing the unit was not an option.  Instead, we are allowing the consumer to browse our websites and select an item of equal or lesser value and we will create a ticket to send that out to the customer as soon as we hear back from them.

   

  Thank you,

• Initial Complaint

  01/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this heater on 9-16-2021 for $139.99 order #*****. ProCom Heating had a 30day warranty. On 9-30-2021 when I tested it, the middle burner would not light all the time, it would just flutter, and the 2 outside burners stayed lit. I contacted them on 9-30-2021, they responded on 9-30-21 saying they wanted a video. I responded on 9-30-21 saying I didn't have video capabilities, on 10-01-21 they responded wanting to know what type of gas I was using, then on 10-4-21, I responded with the type of gas, they didn't respond, so I sent another e-mail on the 18th and 10-25-21 with no response til 10-26-21 saying my warranty had expired. I have reached out several times since with no resolutions. I have asked several times for a phone number that I could call & talk to them or have them call me at the number I provided them to call. Still no response other than my warranty has expired even though I started these communications only 2 weeks into the warranty.

  Business response

  08/26/2024

  To Whom It May Concern,

   

  We made contact with this consumer in an effort to come to a mutually agreeable resolution.  ******************** was unavailable, but we did speak with his wife who states that she is who filed the claim.  We offered to make the situation whole by either reworking the unit or providing a unit that is most comparable to what they purchased at the time.  ********************* agreed to accepting our resolution and is speaking with ******************** to determine what their most preferred course of action is.  We will take action as soon as we hear back from them.

   

  Thank you,

• Initial Complaint

  01/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had purchased in October 2021 a gas fireplace unit from ProCom heating *** in *************, ** ....Duluth Forge seems to be their other company that makes the actual wooden fireplace unit .....I went thru their other seller Factory Buys Direct that ships the unit out to the customer.... I Had the unit professionally installed (just replacing another fireplace unit in same location) and the unit has never worked ,meaning the gas unit inside..MY HVAC installer was out 3 times and advised me the unit is defective.....The wooden fireplace itself is fine, it's just the gas unit I am having a problem with...With all that said, you can only contact the company using a email and putting in a trouble ticket..... you can NEVER talk to anyone direct...Well after putting in over 14 emails in along with trouble tickets, I finally got to talk with someone twice for no more than 3 minutes and they advise us that they can't stay on the phone and just hang up!! I was getting generic emails back from the company after I arranged to have the gas unit shipped back to them, which they did receive, but to this point never got a email back or any response with in the last 6weeks....HORRIBLE CUSTOMER SERVICE!!!! I can't get any where with this company...I spent almost $1000.00 on this unit... I now have no heat in my dining room and kitchen....I have found 7 different telephone numbers for this company and they all go to the same generic voice mail... One # is ***************** 573 ****, ************, ************, etc.....After being in the customer service business for over ******* myself, I have never experienced a company like this one or ever put in BBB complaint...PLEASE PLEASE PLEASE can you help me?? The next step is I will take this to the ************************* in ******** if I have to.....I feel like I have been taken for a ride and made a fool out of.....******* and ************************* ********** or **********...Thank you for your time.....

  Business response

  09/03/2024

  To Whom It May Concern,

   

  We reached out to this customer in an effort to determine if he had ever been provided a satisfactory solution and we uncovered the following:

  • Customer confirmed receiving the replacement unit that we sent out on 1/12/2022 via tracking number **********************. However, customer did advise that he was not sent the remote portions of the unit.
  • We offered to go ahead and send out the remote portion of the unit now.  The customer declined stating that he had gotten used to the unit as is and that it is functioning well.
  • Customer agreed to being satisfied with this matter with our offer of a prepaid gift card. 

   

  We are confident that this customers concerns are fully addressed and resolved at this time.

  Thank you,

• Initial Complaint

  12/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  II recieved propane stove last November and the thermostat control dies not work I am getting no help from customer support everytime I get a message through its a different ****** terrible customer support if any

  Business response

  08/14/2024

  To Whom It May ************** style="color: rgb(34, 34, 34); margin: 0px; font-size: small; font-family: Arial, Helvetica, sans-serif;"> 

  The issue with the unit was a defective remote (which is where the thermostat is housed in a remote unit).  We shipped a replacement remote to the customer on 2/1/22 via tracking number **********************.  We have not heard anything further from the customer regarding this issue since he received the replacement remote.

   

  Thank you,

  Customer response

  08/16/2024

  
  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,
  
  ***********************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩