Complaints

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  Pro-Source

  1909 New Texas Road Pittsburgh, PA 15239

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  Pro-Source

  9018 Marshall Rd Ste 105 Cranberry Township, PA 16066-3636

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:02/22/2024

  Type:Product 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 sold me a stone tile/backsplash product that MUST be cut wet. However, it contains a water soluble glue which makes this impossible as the stone falls off the mesh backing when it gets wet. I was NOT made aware of this when I purchased it and Prosource denied knowing the issue even existed until my last phone call with Ed the showroom manager, who was dumb enough to admit they knew it was an issue. I spent countless hours calling and emailing both the manufacturer and Prosource attempting to learn a way to be able to install the product as my wife and I both really like it. I even purchased 3 additional new diamond blades in an attempt to cut it. The final answer the manufacturer said to do would cost more than the product itself did, take countless hours of work, be nearly impossible to do correctly and completely make the product un returnable. Prosource refuses to take back the product except under unreasonable circumstances, only taking back non cut and non broken sheets, a 25% restocking fee AND my paying the freight back to the manufacturer. The manufacturers rep admitted to me on multiple occasions that the situation was ridiculous but still I cannot get an acceptable resolution.

  Business Response

  Date: 03/06/2024

  We regret that **** **** was unsatisfied with the product that he had purchased from us, as well as the installation technical solution provided by the TopCu vendor representative Brian S***** and the opportunity to return any unused resalable product. 
  
  He contacted us on 02/05/24 to let us know that he was having problems installing the mosaics, so we had him speak with the TopCu vendor representative Brian directly.  After Mr. ****’s call to Brian, he emailed us stating “Hi, I spoke with Brian today and informed him that was not an acceptable solution, it will take an immense amount of time and money, it will never be right as it will be near impossible to do and to be honest I doubt it will work. He is starting a ticket with their customer service to take the product back and issue a refund. Once that is processed my wife and I would like to come back out and purchase something else, hopefully similar that isn't held together with water soluble glue. I am still in disbelief that they would use that glue on a stone that has to be cut wet. **** ****.” 
  
  TopCu vendor representative Brian emailed us on 02/06/24, letting us know the solution that was provided to Mr. ****: “Flip the full piece over with the mesh up. Take the new water based adhesive glue - strong one and use a plastic knife to spread the new glue all around the mesh only where covered by stones. Do not put glue on the mesh in the spaces between the tiles (it will show through when dry if done that way). Let the tile dry for 24 hours, then it can be cut with the wet saw. Topcu uses Loctite PL Premium Polyurethane Construction Adhesive in a cartridge. It is sold by Home Depot in 10oz and 28oz tubes.”  Brian stated that Mr. **** said, “Ok I have used that stuff before, that's going to be one hell of a lot of work and getting it even is going to be nearly impossible. You guys are just going to have to take this stuff back and refund me."  (It is worth noting that Mr. **** is not a professional installer and was performing a DIY installation.)
  
  Mr. Fesz call our office on 02/06/24, using abusive language with Todd Bell, Warehouse Supervisor / Expeditor.  Todd told him that, per TopCu, we would only be able to take back full sheets and that, more than likely, he would need to pay a restocking fee and return freight.  Todd let him know that we would let him know when we had the exact restock fee and contact him.  Mr. Fesz then said he wanted all of his (expletive) money back and he wasn’t going to pay any (expletive) restock fee or (expletive) return freight.  Mr. Fesz continued, saying that he “would return the product to someone” and if not, “would take someone to the magistrate.” 
  
  I reached out to Mr. **** on 02/16 at 10:08am to reiterate the vendor’s installation technical solution, as well as to let him know that the restock fee would be 25%, plus freight if he wanted to return the unused resalable product.  Mr. **** was upset, but restrained, stating that this was not acceptable, he should be able to get back all his money without returning anything.  He continued saying that the use of water-soluble glue was “a joke”  I told him that some manufacturers use water soluble glue for mosaics and some do not. I did not “admit” that it was “an issue” because it is not an issue – water-soluble glue is an industry standard.  
  
  I summarized the situation to him, telling him that he had told us he was having a problem with his tile installation, so we had the vendor representative give him a technical solution.  He did not like that technical solution, so we provided a return option to him: return all the unused resalable product to use for a 25% restocking fee and pay the return freight.  He did not like the return option.  Mr. **** said that he would get his “credit card company to charge it back to us”, “contact the Attorney General, take (us) to the Magistrate, and report (us) to the Better Business Bureau.”  I told him understood and that I would never tell him to not do whatever he felt he needed to do.  I apologized to him that we could not reach a solution and he ended the call.
  
  Thank you for the opportunity to address this situation.

  Sincerely,

  Ed Lockman, Showroom Manager 

  ProSource of Monroeville

  Customer Answer

  Date: 03/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

  A great deal of what Mr. Lockman has stated is an outright lie, which I certainly expected.  Rather than get into a he said she said situation I will simply state this.  ProSource KNOWINGLY sold me a defective product, then lied to me on multiple occasions about having any knowledge of this until my final phone call with Mr. Lockman.  Even the manufacturers rep claimed to have no prior knowledge of this situation and agreed that both the use of a water soluble glue on a product that must be cut wet was ridiculous.  I would welcome the opportunity for David, Todd and Ed from ProSource Monroeville and Brian from Topcu to testify to what Ed has typed under oath knowing the penalty for perjury in the state of Pennsylvania. 

  Due to them knowingly selling me a defective product that cannot be installed by any reasonable means nothing short of a full refund will be acceptable.

  Regards,
  
  ****** ****