Complaints

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• Initial Complaint

  Date:01/24/2024

  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.

  We purchased our wood floors from ProSource. A few months after they were installed we noticed that the finish was wearing off in high traffic areas. We contacted ProSource on January 8th, 2021 and our account rep assured us it would be taken care of and still to this day the floors have not been fixed and they are in even worse shape. We’ve had the flooring manufacturer reps visit our home and acknowledge that there is an issue, but nothing has been taken care of. We have basically been getting the runaround. Now the account rep won’t answer calls or return our calls, emails or texts. We just recently emailed the owner to try to get him involved and speed up this process, but he did not respond. We just want our floors fixed. They are under warranty and something needs to be done about them.

  

  Business Response

  Date: 01/29/2024

  This customer specifically called to order this product.  This product was preselected from elsewhere.  I do not know how much research they did on this product prior to purchasing it.  This product requires a special cleaner and ongoing maintenance.  I have included the maintenance, installation and warranty for this product. The original order also had a starting bottle of cleaner included.  I do not know if it was used as we do not do installations.
  The sales person and the manufacturer rep went to this homeowners site when they expressed concern on the wear of their product in high traffic areas.  They were not using the proper cleaner.  The manufacturer Rep suggested they refresh the floor as would have been part of the proper yearly maintenance.  High use areas and improper cleaners can have oils wear off sooner.   The is a cleaning and maintenance issue, not a flooring defect.
  If the homeowner would like to submit a independent inspection from a licensed certified flooring inspector- we would be happy to submit it to the manufacturer.
  
  Thank you,
  Melissa *******, Owner
  
  

  Customer Answer

  Date: 02/02/2024

  
  Complaint: 21193753
  
  I am rejecting this response because:

   

  ProSource provided the sample of this flooring along with several others that were available on their showroom floor.  We have pictures of the samples in our home and on the showroom floor.  The assertion that we called to place the order is incorrect. We had several visits and conversations with Matt and Andrew about the flooring before it was ordered along with tile for our bathrooms.  At no time were we told that the flooring would need to be 'refreshed' on a yearly basis, and this is the first we have heard of this. If we had been given this information we would have chosen a different product. It is the responsibility of the supplier to inform the customer of any issues or upkeep required with the product they are selling.  We are now being told by an owner whom we have never spoken to and has not responded to our previous email that any defect to the flooring is our fault. This is after the account representative and flooring manufacturer representatives told us that it was an actual defect and would be handled accordingly.  We started having issues with our floors within a year of installation and they have progressively gotten worse over the 3 years that we have been waiting for a warranty claim to be filed and handled. I don't know why the account representative led us on for 3 years, even sending a flooring installer to our home to give his opinion and 'refresh' an area to see how it held up to now be told it's our fault and nothing will be done. We have all of the emails and text messages between us and the account representative that show what we were told and promised.  I clean the floors on a weekly basis with an approved ******* mop and the **** cleaner. All we want is for the warranty claim to be filed like it should have been 3 years ago and our floors to look like they did when we purchased them. The floors look worse in high traffic areas, but they have lost their finish all over our home as well.
  
  Sincerely,
  
  Ashley ******

  

  Business Response

  Date: 02/15/2024

  Again, I have included care and installation instructions as well as the manufacturer warranty.  These materials are also available on the manufacturer website.  Instructions are also included in the packing.  A free bottle of cleaner was sent with the initial order.  We have no addition record of you ordering anu on-going maintenance products from ProSource. ProSource does not install products or provide maintenance to products.  All products purchased to hold manufacturer warranties must be installed and maintained per there recommendations and instructions.

  If you have an independent inspection from a licensed, certified flooring inspector- we would be happy to direct it to the manufacturer.

  Thank you,

  Melissa *******