Complaints

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:07/31/2023

  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.

  ProSource, laminate to be ready for install Sept. 20, 2022. Not ready & new date ProSource promised was week of Oct. 22, 2022. Oct. date missed & laminate promised for Nov. 15, 2022. Nov. date missed & text on Nov. 19 says “this week.” Feb. 21, 2023 scheduled to pick up. When laminate got to kitchen, it was not cut properly & had sloppy edges that did not fit. 1 piece was not the same “white” as others. Notified ProSource. I demanded replacement, expedited timing & further communication only written. Email on Feb. 23, 2023 said new materials were ordered. March 9 by text I told stated I would be paying my installers for their work, but there was additional cost to me due to the extra work surrounding faulty laminate. I stated laminate people needed to give them a break & he should pass that to me. He did not reply. Many requests for new date ignored by ProSource (I have text & email documentation). Thursday, March 30, 2023 text laminate was being delivered to ProSource that day. Installer was out of town since my dates were missed due to delay from ProSource. April 11, 2023 installation began again. April 12 tile process delayed due to installer having to make laminate fit (they re-cut it themselves this time resulting in extra labor for them but saving me from further association with ProSource) April 26, 2023 letter sent to ProSource via certified mail requesting they reimburse for duplicate labor involved in having to deal with laminate twice by the installers–requested reply as to how they will handle within 20 days. 20 days from April 26, 2023 was May 16, 2023. No response has ever been received. My letter to ProSource only requested reimbursement of the direct amount it cost me for duplicate labor due to their unacceptable product ($500 per invoice from IRBG Tile). I feel this is very reasonable considering I have not requested reimbursement for the inconvenience, delays, time off work.

  Business Response

  Date: 08/17/2023

  Below is our response to this complaint. 

  
  

  Measurements for the tops came from the customer's contractor, **** **** *** *****. Samples were ordered directly from ********* for the customer's approval. She was warned that "white" counter tops could vary slightly in color. Once the color selection was complete and measurements were sent to the supplier, it took several weeks to get finished materials back. Once the tops arrived at ProSource in Springfield, Missouri, they sat for an extended period of time waiting for her contractor to pick them up. After the contractor installed them, the contractor stated that they did not line up and that they were two different colors. The materials sat in our warehouse too long for ProSource to be able to file a claim to have them replaced. So, the supplier requested "sample" pieces and was able to fabricate her a new top at no additional cost. The supplier even offered to install the top for her, as he personally felt that the contractor did not understand how to install it correctly. The customer refused to allow ProSource and their supplier to install it at no charge, and said she had already paid her contractor to do it. 

  
  

  When the replacement tops arrived to ProSource wholesale in Springfield, Missouri they again sat in the warehouse for a few weeks before the contractor picked them up to install. Once the replacement tops were installed the customer said "they looked ok" and did not say anything further. From that point we did not hear anything from the customer until she sent her certified letter. 

  
  

  We feel we are not responsible for any fee's or additional payments to her contractor because we replaced the tops as requested, and we offered to have them installed at no extra charge to the customer. If she had allowed us to do so, she would not have the additional payment to her contractor that she is asking ProSource to pay. 

  
  

  If you need any further information, please do not hesitate to contact me. 

  
  

  Thank You.

   

  **** ******

  Manager

  Pro Source Wholesale-Springfield

  Office ************* **** ************* ****** ********************************

  Customer Answer

  Date: 08/22/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I do not agree with their statements and have attached my reasons and documenting pictures.
  
  Sincerely,
  
  ***** ******