ComplaintsforProCom

• 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,
  
  ***********************
  
   
  

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a heater from HomeDepot in Feb 2020. In September of 2021 upon plugging in the fan blower my circuit breaker was thrown..the blower worked last year so I used an extension cord of same amps and different circuit breaker and bam. Must be dead short...have been runaround and no replacement fan blower...now the say I need to buy a new one eventhough the item is under one year warranty...customer service people need training or termination

  Business response

  08/16/2024

  To Whom It May Concern,

   

  We shipped a replacement blower to the customer on 2/15/22 via tracking number **********************.

   

  Thank you,

• Initial Complaint

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Recieved a ProCom heater that I ordered through Tractor Supply and picked it up on December 7th 2021. As soon as we got home and tried to ensemble it we noticed we were given 2 of the same legs. I tried to call the company, they do not have any live customer service representatives and tell you to email them. I sent an email right away providing what happened, took a week to hear back and asked for order number. Gave them the order number, then a week later they emailed me back stating they couldn't find the order number and had me submit proof I purchased the heater and picked it up. I sent it in, and have emailed multiple times since looking for an answer. This is our main heating source as it hooks into our natural gas on our main level. I have young kids and need this taken care of asap, but noone is doing so. 3 weeks later and I still do not have the part or even an email stating it was shipped out. This is absured. I was sent the wrong leg, tractor supply is not responsible or able to help. Send the right part! Also, have a customer service line for the phone so we can talk to people and not play the email game and wait a week in between each email. I tried to email both service and troubleshoot just to see if I could get somewhere and no luck.

  Business response

  08/30/2024

  To Whom It May Concern,

   

  We have attempted to contact this consumer via phone on both 8/14/24 and 8/22/24, leaving voicemails each time.  Additionally, we emailed the customer at the provided email address on 8/22/24.  To current date, we have received no communication from the consumer in response to our attempts to speak with him. 

   

  Due to the consumers unresponsiveness, we are unable to move forward with providing any further or additional resolution.

   

  Thank you,

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May **************** earlier this year we purchased from ProCon Heating the Lost River vent free propane/natural gas log set, SKU 0C0M1104, Model number PCILVFD24RT-1 and I have been trying for months to contact their technician for help. Our contractor has been trying for months and cannot get the log set to work. He has even gone so far as to hire an HVAC professional with no luck. We were have already installed the log set and thermostat in the compatible fireplace box we purchased through Wayfair and simply need a technicians help. It is impossible to get anyone at the company on the phone and I have already filed an online customer service request and even Wayfair cannot get through to any live person at ProCom. Please help us to resolve this issue as we have a no other source of heat in our new addition. Please call ASAP!Thank you, *********************** ************************************ ************ ***************

  Business response

  12/28/2021

  Hello,

   

  We are reaching out to gather additional information so we can better assist.

   

  Thanks!

  Customer response

  12/31/2021

  The malfunctioning log set and blower have not yet been refunded by ******.

  Business response

  08/05/2024

  To Whom It May ********************** made contact with this customer in order to come to an agreeable resolution and the customer has accepted our offer for a prepaid gift card as the order is too outdated to refund. 
  
  
  Thank you,

• Initial Complaint

  12/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a propane fireplace with a blower. The blower came from procom heating. Order Number is *******. From *********************** . The blower never worked. I have been emailing them for a month straight and they keep giving me the run around. I want them to replace my defective blower.

  Business response

  09/04/2024

  To Whom It May Concern,

   

  Case # ******** is directly related to Case # ********, to which we have already responded.  Our response to both claims is as follows:

   

  We sent a replacement blower out to this customer on 4/7/22 via tracking number **********************.

   

  Thank you,

• Initial Complaint

  12/06/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a Procom natural gas wall heater, Model No. MG2TIR, and had it installed by a professional **** company. The **** company was never able to get it to work correctly. When the unit was started up it set off the carbon monoxide detector. The unit was not correctly burning and was producing ***** ppm of carbon monoxide. I tried to contact the company through their online customer service phone number and it directed me to their website email system. I sent an email and never got a response from them.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I are building a house and purchased a fireplace insert from this company. When it arrived, it was moved into our garage at our existing home. My husband found out that our builder had already purchased a fireplace insert and was installed and the one we purchased was no longer needed. My husband called the company to see about returning it. When they informed him of the 15% restocking fee plus the cost of shipping it back, we decided to consider keeping it and possibly use it elsewhere or even resell it locally if we could not use it. When my husband later opened the box for the first time, we saw the item was significantly damaged. My husband called the carrier and they stated because the box was intact, ProCom contractually assumed liability and it would be reported to them.When my husband contacted ProCom, they requested photos of the box and the item which were all sent. We never received any follow up from this company via phone or email despite reaching out to them. (Of note, this item is nothing but a thin metal box that was inside a cardboard box with no protection from something else being sat on it).We ended up filing a dispute of the charge through our credit card company given no response from the company, and in their letter to them, they stayed it appeared that the item had magically been damaged once we found out we had to pay shipping to return the item. I find it odd they would not respond to their customers, but will respond promptly when the threat of losing money is at hand. Again, the item is nothing but a thin metal fireplace insert box, and the top was bent downward as if something had been sat on it. If that is what happened, the box itself wouldnt necessarily be damaged.This company appears to do everything to avoid accepting a return or warrant their products. I dont even care about returning the item at this point. I would just like to actually have an undamaged, usable item that I paid nearly $500 for.

  Business response

  09/04/2024

  To Whom It May Concern, 

   

  Case # ******** is directly related to Case # ********, to which we already responded.  Our response to both claims is as follows:

   

  The customer filed a successful chargeback with their card company, impairing us from being able to assist with this order any further.  Proof of the chargeback is attached to this email.

   

   

  Thank you,

  Customer response

  09/04/2024

  we did not have a successful chargeback. 
  it was rejected due to the supplier saying we damaged the product ourself, which was not the case. 

  Business response

  09/05/2024

  To Whom It May Concern, 

   

  This complaint is a direct duplicate of complaint number ******** which has already been closed by the BBB.  We have previously provided documentation showing the chargeback that occurred, which prevented us from providing any further support to the customer.   That documentation shows that "The issuing bank decided in favor of the cardholder. The disputer amount of $479.99 USD has not been refunded to you."

  For this consumer to imply that they did not receive their funds back would be something for them to address with their card company, or at the very least provide any supporting documentation for their claim of not being reimbursed.  We maintain that there is nothing further that we can do to support the customer following the chargeback. 

  Thank you, 

  Customer Service 

*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. ↩