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Customer Reviews for ProCom Dual Fuel Fireplace and Mantel - 32,000 BTU, Model# PCFD32RT-M-MO

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ProCom Dual Fuel Fireplace and Mantel - 32,000 BTU, Model# PCFD32RT-M-MO

Item# 19856
This ProCom Dual Fuel Fireplace and Mantel blends the peaceful glow of a fireplace with 99 energy efficiency. This handsome all-in-one burns propane or natural gas with no electricity is required. Color Medium oak, Dimensions L x W x H in. 19 x 46 13/16 x 48 13/16, Heating Capability sq. ft. 1,000, Includes Nine realistic logs and enhanced firebox, Oxygen Depletion Sensor Yes, Product Style Fireplace, Blower Included No, BTU Output 32,000, Thermostat Included Yes includes thermostat remote control. Oxygen depletion sensor automatically turns off heater in event of low oxygen levels Battery-assisted piezo ignition Optional blower Item# 178120 sold separately Medium Oak finish Includes thermostat remote control Not for sale in California or Canada Propane use requires 100-lb. tank or larger with two-stage adjustable regulator available from gas supply company
Average Customer Rating:
1 out of 5
 out of 
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Customer Reviews for ProCom Dual Fuel Fireplace and Mantel - 32,000 BTU, Model# PCFD32RT-M-MO
Review 1 for ProCom Dual Fuel Fireplace and Mantel - 32,000 BTU, Model# PCFD32RT-M-MO
Overall Rating:
1 / 5
1 / 5

ProCom Customer Support is the Worst in the World

March 3, 2014
from Wisconsin
I looked for the negative 1 rating button or 0 but they only let you choose a positive number.
Run, don't walk, away from any product with ProCom's name on it.
If you get a working unit then it's pretty nice (I bought 2 similar products at the same time, one works the other doesn't). The shame is the products are actually pretty nice aesthetically and we have had multiple people ask us where we got ours since they want something similar- we've told them to look elsewhere.
Called ProCom a couple of times for customer service and was treated like an idiot and told to do multiple things that are listed on their website under support. Did them all without complaining, nothing worked.
Called them again and was advised to return the defective unit to the store. This is a fully assembled fireplace- that took over 2 weeks to be delivered to the store the first time and I advised that I would not return it since it took hours to assemble, taking it apart was not an option nor was dragging it back to Northern fully assembled.
Argued with the rep who had to go ask multiple people what to do and they finally agreed to send parts. That was 10 weeks ago. No parts arrived.
Called Northern and went through he whole thing again and they said they would get the parts sent. 3 additional weeks and no parts.
Called again and Northern says they requested the parts but never heard back from ProCom.
So I've had a gas fireplace for quite some time in the winter and it's never once worked and the manufacturer just doe not seem to care.
I'll let Northern have one more shot at making it right before I make any additional decisions but I'm completely dissatisfied with the purchase at this point.
My take is that the people at Northern are great and they want to help but are not able to due to ProCom's awful support.
On a positive note for ProCom representatives are polite as they don't provide service, they could be nasty while not providing service instead so that's something.
I hate writing poor reviews more than anything. I'd much rather be able to post and say good things or if there was an issue be able to say how well the manufacturer did in resolving it. In this case negative is all I have to offer.
Describe Yourself: Home Handyman
3out of 5found this review helpful.