ComplaintsforPro Source Wholesale Floor Coverings

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I decided that we needed to update the flooring in our house. My contractor for a number of years is **** ********. **** has done many projects for us over the years and we have never had a problem with ****. **** had replaced all the windows on our second floor with ****** windows a couple of years back. There were only the living room windows that were the original windows. We decided to order ****** windows to replace the living room windows. ****'s brother ***** does flooring and had actually done some flooring work for us in the past. ***** measured both the family room and the living room for us. ***** texted me with his measurements for both the family room and the living room, he stated that I needed 1012 sq. ft. for the family room and 382 sq. ft. for the living room and we should meet with **** at Pro Source to select flooring. My wife and I met with **** and selected the flooring for the family room. I told **** that we would only do the family room at this time as I wanted to wait on the living room until the windows had been replaced. We order the 1012 sq. ft. of flooring for the family room at $7,026.64. I did question ***** regarding the 1012 sq. ft. as that looked way off to me. ***** told me he did this all the time and he was correct. ***** showed up to install new flooring. He discovered that the family room was not 1012 sq. ft. but only 574 sq. ft. I told ***** that since we had so much left over I would keep it and use it for the living room although my wife and I had talked about using something else in the living room. The way ***** left the family room my wife and I decided to use someone else for the living room. The way ***** left the family room my wife and I decided to use someone else for the living room. I ordered t moldings from Pro Source on 10/04/2022. They knew that I had kept the extra flooring to use in the living room! When ***** installed the living room windows I had 5 full boxes of flooring left over. I asked Pro Source to allow me to return the extra flooring from the family room. I tried to save them money and this is how they treat me? Please help!

  

  Business response

  12/08/2022

  ProSource is a material only supplier that does not do jobsite measurements or install.  The consumer hired an independent contractor who unfortunately miscalculated the amount of material needed to complete the project.  As stated on the invoice, “This invoice is for special order material and may not be returnable to the manufacturer.  If the material is returnable, handling and freight charges may apply.”  When the consumer inquired about the possibility of returning the material, the manufacturer would not issue a return authorization.   

  As a customer accommodation, we contacted the consumer on 12/7/2022 and offered to refund him for the 5 cartons in question.  The consumer accepted the offer, and the refund was processed on the same credit card that was used for the initial payment.  Since we are unable to return the material to the manufacturer per their guidelines, we allowed the consumer to keep the overage in the event that he may need it for a repair in the future.  
  

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