Business ProfileforBuilders Source, Inc.

We purchased 2 couches from ******** in March 2023. In July, the loveseat completely broke in the back leaving the couch completely useless. Since we purchased a warranty, I initiated a claim to get the couch repaired. An email was sent after weeks of waiting stating a technician would come out on Sept 20th to repair the couch. When confirming the appointment, it was automatically pushed back until the 29th for unknown reasons. On the 28th, we received a phone call from the warranty company stating they are not able to come out because they realized they were sent a PO box address rather than our physical address. The appt was rescheduled to Oct 19th. After receiving that phone call, I called ******** and spoke to ***** the manager and he stated he was going to call me with an update the next day. A week goes by and I left a review in hopes of getting their attention. I finally received a phone call stating ***** had tried to call me 3 times that past week which I have no evidence of. They stated the couch is discontinued and I may either receive a buy out from the couch or receive the floor model. After confirming I would not want the floor model, ***** stated he would call to confirm details on the buy-out which he again never did. 3 weeks go by and I contact ***** and he states he can't do anything to help me and I need to go through the warranty company to receive the buy-out. I call ******* the same day the technician was scheduled to come out. Under the impression the appointment was cancelled, ******* tells me the appointment was still scheduled but the technician couldnt make it out and acknowledged there was no communication to let us know of that. They also stated there is no such thing as a buy-out and they can only give me a refund of the warranty which would be prorated and a cancellation fee applied. I emailed both the store manager and the assistant store manager about the situation the same day and haven't heard back about any resolution.