Pro fab....nightmare!!!!

[Suszek49753]

I recently bought a house with a empyre elite xt 200 stove, the guy purchased it 5months previous. So come oct I got the stove going and after 2 weeks of start up it was leaking water like a sprinkler! I contacted pro fab and they were so nice to tell me that it's a NON transferable warrenty! Stove is 5months old and I was told sorry bout ur luck. After dealing with the head boss (grant) I was given a small portion of $ for repairs which was about 400$ short of what the bill was! I was happy that I got some money but it was a brand new stove that costed lots of $$$ shouldn't have been leaking already the company wasn't willing to help at all with fixing it other then here's a few bucks try and fix it. It came down to the point where the head boss (grant) would not answer any of my calls or respond to any of my messages! What kind of company wont do what they can to keep there customers happy??? PRO FAB! In the end the whole issue was a weld that the company forgot to do...once the cresote and heat got between the water tank and stainless skin it completely deteriorated the water tank! If anyone is interested I have pic to show, whole stove had to be gutted! They tried telling me that my water wasn't treated properly and that's what ate the metal.... Sorry pro fab that wasn't the case! I offered to send all my pics from start to finish and all the steel that had to be cut out to prove to them that it was manufacture error. The steel on the inside of water tank looks brand new, but that's when grant decided he didn't wanna talk to me anymore. Filed complaints with the BBB but go figure pro fab wouldn't reapond to them either.
Also forgot to mention that with all of this my secondary chamber bricks were all cracked and junk, u have to buy those right from profab (324$ not including shipping) Ur better off doing what I did and going to a local concrete place and get high refractory mortar and make ur own

Long story but in the end I will never purchase anything from these guys! There customer support is aweful and they don't care if ur happy or not! So if u buy from them and WHEN u have issues be prepared to fix them urself and pay dearly for it, because Ben and grant are both useless at profab, Jim Is the only one there that is decent enough to try and help, but he don't call the shots...Good luck

 

[Lake Girl]

... In the end the whole issue was a weld that the company forgot to do...once the cresote and heat got between the water tank and stainless skin it completely deteriorated the water tank! If anyone is interested I have pic to show, whole stove had to be gutted!

Long story but in the end I will never purchase anything from these guys! There customer support is aweful and they don't care if ur happy or not! Good luck

Would appreciate you posting the pic ... folks with the same boiler will be able to pin-point a potential trouble spot in the future. Hopefully your problem is a one-off ...

 

[Suszek49753]

 

[velvetfoot]

"One off"? A search is in order.

 

[Suszek49753]

First time user so not sure if the pics worked or not...if they did those are pics of inside the fire box. Pic of a cut away of the stainless, pic of all the cresote behind the stainless, pic of the water tank after all the cresote was chipped off, and a underside pic of the stainless seam that wasn't welded...

 

[S.Whiplash]

Strange that a boiler used less than 5 months would have standard off the shelf fire bricks deteriorate that quickly. Something doesn't compute. Are you sure the previous owner purchased it new?

 

[Suszek49753]

Strange that a boiler used less than 5 months would have standard off the shelf fire bricks deteriorate that quickly. Something doesn't compute. Are you sure the previous owner purchased it new?

Yup brand new have all the paperwork and 10yr warrenty but they fail to tell u that its non transferable, and the secondary burn chamber arnt off the shelf Fire bricks there odd size, couldn't purxhase them anywhere but profab...

 

[Lake Girl]

The previous owner didn't realize there was a problem or just wanted out of the house and the problem? He could have done the warranty claim before he sold...

 

[treefrog359]

i have been there and had to deal with pro fab. i spent two years fighting with them. in the end i was on the short end of a refund. i would push the bbb that is what did the most for me. get everything in writing cause they will lie too you and change their minds

 

[Suszek49753]

The previous owner didn't realize there was a problem or just wanted out of the house and the problem? He could have done the warranty claim before he sold...

The stove wasn't leaking then, it started leaking about 2 weeks after I fired it up, the previous owner was more then helpful he tried filing a claim for me but it had to go thru the dealer/installer and of course they knew he sold the house, because they were called when asked about the transfer of the warrenty...non transferable warrenty on a stove that expensive just don't make sense to me.

 

[Lake Girl]

Bad news for you folks but an internet search should pop up the thread here to warn others of issues. Company is kind of shooting itself in the foot by not standing behind what they manufacture...

 

[Suszek49753]

Ya one would think, I know if I were running the company I would do what I can to keep my customers happy...grant won't even return phone calls or anything just very unprofessional! I won't reccomend them to anyone