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Complaint Details
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Initial Complaint
10/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In February, 2022 I picked out $45K worth in kitchen and bathroom cabinets for my home. Prosource owned by Essis and Sons ordered the cabinets with an estimated delivery in August, 2022. When the cabinets came in the upper cabinets were too tall to fit with the ceiling height. The person at ProSource had mismeasured. They reordered my upper cabinets and I was told it would be another six weeks. In the meantime, the counter top to my bathroom was never ordered through ProSource even though I personally stood int he store and picked it out. The third mistake came when my contractor tried to install my kitchen hood vent and discovered that the cabinet for the vent was also not ordered by ProSource in the correct size. I have emails from my appliance store to ProSource with the specs for the appliances. The fourth mistake came today when my upper cabinets finally arrived. The order for the upper cabinets is still not complete with panels to enclose my fridge missing. I understand that we are living in a time of supply chain delays, but all of these mistakes are avoidable. So far, no one from ProSource seems to know when my order will be complete.Business response
11/01/2022
November 1 2022
Dear *******************,Thank you for taking the time to communicate to us why our service did not meet your expectations.
On Monday October 17th 2022 the ProSource management team meet with your contractor on site and were shown the issues you are having. I can assure you the materials necessary to finish and correct any problems have been ordered. The manufacture is going to try to expedite the process. But until we can get an accurate date from them, we do not want to promise you a date. Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback.
Thank you
Joseph E****Initial Complaint
09/30/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
employee lied about a product in order to make a sale, i ran into a problem with the carpet we purchased. they offered a one time solution for something that will be a life time issue with the carpet. they refuse to make it rightBusiness response
10/11/2021
Tell us why here...Attn: Better Business Bureau
We were made aware of a complaint filed by **. and **** **************** about carpeting they had installed in July of 2021. They stated that their pet urine had been absorbed into the carpeting as well as the carpet backing. The ***********'s claim the salesman told them that their pets urine would not penetrate the carpet. Our salesman made no such claim. Liquid poured onto any fabric including carpet will penetrate to the padding and needs to be cleaned up promptly. The carpet purchased by the ***********'s is a nylon product and carries a top of the line warranty in the industry. The warranty is simply upheld by the customer completing regular recommended cleanings. The product also has stain warranties. However, stain warranties and absorption rate are different categories. If liquid is not cleaned up it will penetrate the carpet onto the top of the padding. The carpeting is only warranted for stain removal.
The pad purchased has its own qualities and benefits as well. The ***********'s purchased Healthier Living Pad. This pad has anti-microbial treatment applied to prevent any mold or mildew growth. The pad is equipped with a spill block. This moisture barrier is what prevents liquids such as urine from penetrating through the pad and onto the plywood beneath. This was the information that was presented at the time of the sale. At no time were the ***********'s told that repeated pet urine could remain on there carpet and not penetrate the carpet face and cause odors. Common sense would dictate that statement is false on its face.
Essis and Sons Carpet One stands behind all of our products, sales, and installations. In nearly 80 years, none of our sales staff has provided misinformation in order to complete a sale including the ***********'s sales man who has been employed with us for over 35 years.
Sincerely,
Joseph E.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.