Complaints

This profile includes complaints for ProCom's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ProCom

  660 W Lambert Rd Brea, CA 92821-3139

• 

  ProCom

  2800 Griffin Dr Bowling Green, KY 42101-5339

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:03/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Team

  Customer Answer

  Date: 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

  Date:11/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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# **********

  Business Response

  Date: 08/26/2024

  To Whom It May Concern,

   

  We have made contact with this consumer in an effort to come to a mutually agreeable resolution.  The customer did decline a rework or replacement of the unit but was willing to accept a prepaid gift card from us as compensation for the inconvenience.

   

  Thank you,

  Customer Answer

  Date: 08/27/2024

  
  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

  Date:07/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a glass assembly panel for a heater, model #MD300TBE, on 1/20/23, order#****** & received only the frame. The glass was missing. I have emailed them several ************ the info requested. The last time I received an email was on 4/28/23 wanting to make sure they understood correctly that the glass panel was missing. I emailed them the same day stating that was correct. I have emailed them twice since then & they have not responded. The last time I emailed them, I requested the glass panel or a refund. I haven't heard from them. I would like to get this resolved asap because this has been going on for way too long. My first choice would be to receive the glass panel; if not a full refund. Any help would be appreciated in getting this matter resolved. If additional information is needed, please do not hesitate to contact me.

  Business Response

  Date: 08/16/2024

  To Whom It May Concern,

   

  We made contact with this customer by phone to determine if we could be of any assistance at present time.  We did uncover that the customer is still in need of the glass piece, however we do not currently carry that item.  The customer did agree to a prepaid gift card that is of greater value than the originally purchased item. We additionally committed to the customer that if the part came into stock, we would honor the ticket to get the replacement glass out to the customer.

   

  Thank you,

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.

  Business Response

  Date: 09/03/2024

  To Whom It May Concern,

   

  We have provided the following resolutions to this customer:

  *1/25/23 shipped log replacement via tracking number 9405511206207910843797

  *2/14/23 shipped log replacement via tracking number 9405511206207356986270

  *4/12/23 shipped log replacement via tracking number 9405511206207740546219

   

   

  Please note that while we do understand that a log getting repeatedly broken during transit is frustrating for the customer, we made every effort to safely package the log and to send the customer what he was requesting.  We have not have further communication from this customer since his receiving the third replacement. 

   

  Thank you,

• Initial Complaint

  Date:03/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.

  Business Response

  Date: 09/03/2024

  To Whom It May Concern,

   

  We reworked the unit for the customer and sent it back to her on 5/5/23 via tracking number 1Z9Y38680311291964.  When we heard from the customer that her unit was still not functioning, we sent a full replacement to the customer on 1/4/24 via tracking number ******************. We have not received any further communication indicating further issues from this customer since sending the replacement.

   

  Thank you,

   

  Customer Answer

  Date: 09/04/2024

  This was our primary heat source and they did finally make it right 8 months later. By the time they decided to replace the heater we had already had to purchase another heater. I spent months emailing and calling BEGGING for a replacement and finally received one. They stated time and time again to take it back to the place of purchase which ********** refused to take it back because it was out of the return period. I had to send multiple videos of the heater not working as it should. Countless emails and phone calls and a lot of time and energy. Finally the last person I talked to 7 1/2 months later agreed to send a whole new unit., but it was either on back order or had to wait for the new stock to come in. This should have NEVER taken this long. 

  Business Response

  Date: 09/04/2024

  To Whom It May Concern, 

   

  In the consumer's rebuttal they admitted that we did resolve their issue, just not to their liking in timeframe.  As the customer is actually acknowledging that we did resolve their issue, and did not disclose any further support needed, there does not seem to be anything further that we can do to satisfy this consumer.  The customer failed to disclose that in that time frame we retrieved the unit, reworked it and confirmed its functionality in our lab, and sent it back to the customer after which the customer stated it still didn't work for them and we then sent a full replacement.  We fully satisfied the warranty of our product including warranty rework and full warranty replacement, all of which shipping was out our expense. 

  Thank you, 

  Customer Service 

• Initial Complaint

  Date:01/03/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.

  Business Response

  Date: 08/30/2024

  To Whom It May Concern,

   

   

  We have attempted to assist the customer in the following ways:

   

  • 11/30/2023 shipped out an ODS Pilot via tracking number 9405511206210892037962
  • 1/25/24 shipped out reworked unit via tracking number 1Z9Y38680334515189
  • 1/29/24 shipped out log set via tracking number 9405511206210586813940
  • 2/1/24 shipped out log set via tracking number 1Z9Y38680314556002

  However, upon reaching out to the customer today we uncovered that after receiving the unit back from being reworked the valve is not working correctly.  We have ultimately decided to move forward with providing the customer with a full replacement.  We created the ticket today to get the replacement out to him, the ticket is RMA #*****-4.  We anticipate this unit shipping out to the customer early next week.

   

  Thank you,

   

  Customer Answer

  Date: 08/30/2024

  
  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. 

  Company was very professional and polite. 
  
  Regards,
  
  *******************
  
   

  
  

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 **********

  Business Response

  Date: 08/26/2024

  To Whom It May Concern,

   

  We have attempted to contact this consumer via phone on both 8/12/24 and 8/22/24.  During each call attempt we received an automated message stating the voicemail box is not set up yet.  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

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.

  Business Response

  Date: 09/04/2024

  To Whom It May Concern,

   

  Please note that this response includes two cases, #******** & #********, both of which were filed by the same customer for the same situation.  We have since resolved the customer issue and on 1/16/23 we shipped the customers reworked gas train back via tracking number 1Z9Y38680310124244.

   

  Thank you,

  Customer Answer

  Date: 09/04/2024

  the item was never received. Only resolve is a full refund since its been almost 2 years and a replacement was required to heat the house

  Business Response

  Date: 09/16/2024

  To Whom It May Concern,  

  On 1/16/23 we shipped the customers reworked gas train back via tracking number 1Z9Y38680310124244.  The customer never notified us of allegedly not receiving this item until this response.  As we served the customer by reworking the unit and paying for the shipping of the unit both ways, we have upheld the warranty guarantee.  

  Thank you, 

  Customer Service 

   

  Customer Answer

  Date: 09/19/2024

  I followed the tracking provided and stated in transit for 6 months and then it disappeared. Attempts to call the company several times with no answers and no follow up. The package never left the facility according to tracking. Full refund needed

  Business Response

  Date: 09/25/2024

  We shipped this on 1/16/23 (1Z9Y38680310124244) and the customer has made no additional contact with us since that time to advise of not receiving the item or any further needs.  We are too far outside of the purchase window to be able to offer a refund, however if the customer would like to contact our team we would be happy to complete a replacement for her.