Complaints

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:06/17/2025

  Type:Service or Repair 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.

   
  Complaint: 23477113
  
  I am rejecting this response because:

  
  Complaint: 23477113
  
  I am rejecting this response because:
  There are so many mischaracterizations in the ProSource response.  First of all, one of the installers from VRMMM, (*****, as mentioned in the attached letter from ProSource), called ProSource and told them the color variation in the wood was inconsistent.  The response from ProSource was that it is natural wood.  No amount of arguing that the product was not represented by the sample was acknowledged. The floor had not been installed already, as ProSource claimed. They had just begun and were concerned about the extreme contrast in boards.  ProSource never offered a return.  They claimed the color variation was normal, even though neither I or the installer had ever seen so much variation.  The ProSource solution was for us to sort through the wood and pick the boards that matched.  Their ProSource solution was for us to buy more if I didn't have enough.  I had already purchased ******** sq ft, nearly 40% more than the 900 sq ft of actual floor. I then purchased another 245 sq ft which brought the amount I purchased to ***** sq ft, which is 60% more than the 900 sq ft needed.  This is a huge amount more than the 10% extra they recommend.  Now I am left with 18 extra boxes (441 sq ft) that I do not need. 
  
  ProSource never offered a return and in fact the claim that it is our responsibility to check the wood. It is impossible to "check" the wood without opening the boxes which is counter to their policy which says "no opened boxes can be returned and a minimum of 245 sq of unopened boxes is the only acceptable return".  How is it possible to open the boxes to check them and only return unopened boxes?  Furthermore, some of the boxes only had one or two pieces that were unacceptable. There were 51 boxes that had to be opened and inspected.  Once these boxes were opened and inspected, how were they to be repacked and transported back to ProSource, even if they were willing to accept the return? 
  Of course I understand natural wood has variation, but the boards we received were more than just variation.  They were randomly thrown into boxes without concern if they blended at all.  
  Of course I understand that ProSource does not manufacture the boards.  However, they are the representative of the manufacturing company and have the only contact with the consumer.  If the product is unsatisfactory, they are the ones who must take care of the customer.  ********************** needs to make a claim with the manufacturer, not the customer.  
  To now say the sample is not necessarily representative of the product is nonsense.  How can a consumer select a non returnable product based on a sample that does not show a true depiction of the product?  The sample showed slight variation in grain and color and I received a product only only partially related to the sample.  
  I paid the installation company an additional $1,500 to sort through the boxes so make the floor look like the sample.  I have 18 boxes of leftover boards because of the necessary sorting and discarding.
  ProSource has not offered an honest response and has only made excuses of how the problem is not their fault or the customer is too picky.  I have owned 7 houses with hardwood floors over 40 years and had some of them installed new.  I am familiar with what variation in wood means and it does not mean that the contrast is so great, it looks like 3 different floors. The ProSource of Sarasota response is not acceptable. 
  
  
  Sincerely,
  
  ********* *********
  

  I called ProSource again and again complained but had no choice but to order more wood. The installer said they had never seen such variation in 26 years of laying floors. The installer ended up spending an extra day and charging me an additional $1,500 for all the time they spent sorting wood and trying to make the floor like the sample. I ended up with 18 boxes of wood that are unusable. I have called multiple times and sent emails trying to return this wood, but their answer is that if the box has been opened you cannot return.. Even if the box is not open, you cannot return unless you have 250 sq ft of unopened boxes. I have asked for the manager and the owner to call me, but they have not called in more than a month of requests. There is no concern for customer satisfaction or the quality of the product. I would not do business with them again and would like to warn others. Better to go to Lowes, ********** or Lumber Liquidator where they do care about their customers.

  Business Response

  Date: 07/02/2025

  Thank you for notifying us of this complaint.  We vehemently disagree with the complaint and wish to rebut the claims made by the claimant.
  

  ProSource does not manufacture the products we sell, ProSource does not carry the warrantee for the products we sell, and ProSource does not install the products we sell.
  ProSource displays, in its showrooms, thousands of product types, styles, and colors.  ProSource does not hold any responsibility for a member or clients interpretation of any products characteristics, color, texture, or look. 
  As noted on the terms and conditions on the invoice that the claimant signed and provided, #** & #9 state the following:
  **. Member/cardholder/buyer acknowledges that most, if not all, manufactures do not warranty materials for visual defects after installation. It is the responsibility of member/cardholder/buyer
  to inspect all merchandise to verify that it is received in good condition, is correct amounts, and is the correct merchandise. No accommodations or adjustments will be honored after the merchandise has been cut/installed.
  
  9. Member/cardholder/buyer assumes full responsibility for installation (if any), measurements and inspection of
  merchandise. The member/cardholder/buyer agrees that he will abide by and be bound by manufacturers policies
  regarding manufacturing defects in material. Dye lots will vary from sample.
  
  VERIFY MATERIAL
  Prosource is not liable for incorrect material once it has been installed. All material must be verified on site because once it is installed it is considered accepted.
  
  The sample of the ******** brand product, the claimant selected, clearly indicates that this product is a natural wood flooring product and will vary in color and texture (as is the case with virtually every natural product). Range variation acceptability is subjective.  This product, by industry standards, is deemed within tolerance according to the manufacturer ******** Hardwood Flooring. 
  
  It is important to point out that, in good faith,when additional material was requested for the claimants project, ProSource offered to sell the additional material at ProSources cost, to help the claimant.  This SF price reduction is reflected in the documents the claimant is in possession of. 

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I ordered flooring product from Prosource of Sarasota on 8/4/2023. I paid $3.359.85 for the laminate vinyl plank I purchased. The flooring was professionally installed in September 2023 in a home we own but dont live in. After traveling from ******* to Sarasota, several weeks after installation to inspect the completed project, the flooring product was found to be defective due to considerable buckling. Closer inspection revealed that the teeth between the planks of floor were crumbling and the planks pulled from a leftover sealed box were significantly warped/bowed. The product was stored according to manufacturer instructions, there was no moisture issues in the home, there were no pets/children to damage the floors, installation was done by a professional floor installer according to product specs, and there were absolutely no reason that the floor warranty would be invalid The merchant (ProSource of Sarasota) was informed of the issue. They told us to fill out forms, provide photographic, video evidence, and submit unused flooring, which we did in June of 2024. A representative from the distributor came to investigate our floors on 9/11/2024. His report listed multiple potential reasons for why a floor may buckle but did not list any specific reasons why OUR floor had begun to disintegrate. Furthermore, he did not address the unused damaged planks we provided which were given to him in sealed unopened packaging proving that the product was defective, nor did he provide evidence in his inspection report that there were any specific reasons why our warranty was invalid. From June to September of 2024, the merchant strung us along while I emailed them for updates and got no information until yesterday when they informed me that they are denying my claim. Pictures attached show chipped planks, uneven planks (the space under the flat level should not be there & proves the planks were warped), and buckling floors.