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Business Profile

Floor Materials

Pro Source Wholesale Floor Covering Canton

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Pro Source Wholesale Floor Covering Canton's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pro Source Wholesale Floor Covering Canton has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:01/27/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      On approximately 6/8/2024 we purchased vinyl plank flooring from this company under their suggestion and durability demonstration for being scratch resistant. We installed this flooring in our newly remodeled kitchen/dining room/hallway. Within a couple months, we started having issues. Issue 1: the flooring started separating, buckling, & cracking. Pro Source or the manufacturer of the flooring sent an inspector to check out the flooring who determined that the subfloor is not flat within the warranty's guidelines. I do not agree with this finding. My contractor who did the work in the kitchen has reported that he did not notice the subfloor not being flat when he was doing the remodel; I also argue that you can't check the flatness of a subfloor when you have a vinyl plank floor that is currently buckled, and also prior to installing this flooring we had the same type of flooring but through a different manufacturer and we did not have any issues with our old flooring. Issue 2: the flooring is showing heavy scratching & scuff marks after just a few months. When we originally stopped in Pro Source's showroom to find flooring, we told the salesman that scratching & durability was of utmost concern as we have a dog & also grandchildren. The salesman showed us a product that he demonstrated with a tool to be scratch resistant. So that's what we said we wanted. However, after I filed my claim & I received the paperwork from their findings, it stated in the warranty that scratches are not covered. I did some investigating on my own & if I'm correct the scratch resistant flooring is a different model than what they sold me. I have sent repeated emails & my concerns have not been addressed nor have my questions been answered. I have made phone calls & would be told that I would receive a call back by a particular day and that has never happened. This has gone on for 3 months. I have asked repeatedly for some customer service and a conversation for a resolution.

      Business Response

      Date: 01/27/2025

      Mr. ********** is not being completely truthful. We did as a curtesy file a claim on his behalf.   He was made aware the claim was approved for material replacement for full credit from the distributor. A copy of what he received is attached. We have many email correspondences between ProSource and Mr. ********** wanting Labor to be paid to him, which is not awarded to DIY/homeowner installation per the warranty he was also provided with. He accuses the salesman of switching the product, this is completely he said she said information with no tangible proof of such an accusation. All LVP flooring is scratch resistant not scratch proof. Mr. ********** was not excepting of the wording of the awarded approval. He took issue with the scratches on the flooring not being covered by warranty, and also with the mention the subfloor was unlevel. What Mr. ********** could not understand was these things no longer mattered because he was already awarded replacement of the material. He was granted the max he could get based off the warranty he had. We are not sure what Mr. ********** further wants, we addressed all his concerns with the distributor, he has multiple communications from us, as well as material replacement credit. He has been told we can mail him a check for the credit of the flooring material, or if he wanted to continue the claim with the distributor himself it was his right to do so. If in fact Mr. ********** wants material cost credit and contact, he has already been offered both. If needed, we can provide all documents to prove our case of innocence and that we are free of any further liability.

       

      Thank you

      Customer Answer

      Date: 01/28/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      [Provide details of why you are not satisfied with this resolution.]

      Regards,

      ******** **********

      Customer Answer

      Date: 01/30/2025

      Better Business Bureau:

      Case # ******** Wanted to report that the business I filed claim against & myself came to a resolution. I came to you asking for communication from the business & also refund for what I had spent & with your help I was able to achieve both. Check is not in hand yet but suppose to be mailed. I forgot how or if I was suppose to report a resolution. Please feel free & reach out if you need.

      Thank you

      ******** **********

    Pro Source Wholesale Floor Covering Canton is BBB Accredited.

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