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:05/01/2025

  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.

  Details are further highlighted in the attachment titled "ProSource Restoration BBB Complaint". Date of Service: 06APR25 to 10APR25 Charges: $4,865.52 (not included plumber cost detailed in previously mentioned file). What occured: I hired ProSource Restoration after a sump pump failure caused 6 inches of water in my basement. While their initial response to remove water was prompt, the experience quickly became frustrating and concerning. I was told the crew would have a backup sump pump, but after extraction, they informed me they couldnt replace mine. The office later referred me to a plumber at an $800 emergency rate$400 of which was a fee ProSource kept just for making the referral. They attemped to charged nearly $400 for drying equipment that was never delivered and billed after hours rates across the invoice, even though most work occurred during regular business hours. After raising concerns, those charges were removedbut then a revised invoice added over $500 in new fees, including a vague $200 labor minimum and what appeared to be a duplicate charge. I had to repeatedly dispute and question charges to avoid overbilling. I also emailed a full summary of my concerns to the company. They called once, but I requested an emailed reply to maintain a record. Despite promising to follow up in writing, they never respondedeven after I sent a follow-up email. I felt taken advantage of during a stressful time.I want ProSource to provide a clear, itemized invoice reflecting only actual services, explain why new charges (like pump use and vapor barrier tear-out) were added later, refund the $400 referral fee, clarify all charges and attempted charges (e.g., labor minimum), and respond to my original written complaint as promised. Please refer to attached files for additional context and proof of communications.

  

  Business Response

  Date: 05/09/2025

  ProSource Restoration was hired by Mr. ***** to provide ************************* to his flooded basement, which had 6" of water due to Sump Pump Failure. Upon the first visit, ProSource Restoration Evaluated the damages, and gave a verbal estimation that the service would be between $5k - $6k. Mr. ***** indicated that his policy limit on ******************** was $5k. We agreed that we would try to keep the Final Invoice at, or near $5k (not including a new sump pump.) 

  1.) The backup sump pump that Mr. ***** is referring to is a temporary trash pump provided by us, that is used during the emergency service to remove deep water in basements. It is not a permanent, or temporary sump pump. 

  2.) Mr. ***** was informed that we could not replace the sump pump stating that he would need a plumber. Mr. ***** stated that he had tried numerous plumbers and could not get a company to respond to his needs, as this occurrence happened during the heavy flooding in *************** in early April of 2025. Which led to plumbers and restoration companies being overloaded with calls. Our Office recommended Mr. ***** to someone that may be able to replace his sump pump after hours on a Sunday Night 04/06/2025. Mr. ***** paid the invoice direct to the person that installed the pump, which was $400.00 for labor only. ProSource Restoration provided the sump pump, check valve, and other necessary fittings for connections. These materials totaled $235.00. Mr. ***** was given an estimate of $795.00 for the Sump Pump Replacement, he paid $400 for labor, minus $235.00 for materials. That leaves $160.00 profit for ProSource Restoration. 

  3.) Any oversite on billing was immediately adjusted (We did remove that from our final invoice) 

  4.) It is an industry standard that After Hours rate apply and is recognized by all insurance companies as a billable line item. Some of this emergency service was performed after hours and finished during business hours. The Final invoice reflects those differences. 

  5.) It is an industry standard that Labor Minimum rates apply and is recognized by all insurance companies as a billable line item. (However, we did remove that from our Final Invoice.) 

  6.) Please see attached Itemized Final Invoice for ****************** rendered. $4,865.52

  Customer Answer

  Date: 05/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  ***** from ProSource reached out to me to let me know that she will be responding to my email and online review (please see attached screenshot). She still has not responded and it is nearing 2 weeks. 
  

  Also, please see 2 additional screenshots where ***** clearly stated they would bring an extra sump pump and that they could do a temporary replacement until I could get a permanent one. A sump pump and a water extraction pump are different and they are trying to disguise it as that. 
  

  For the plumber payment - ProSource stated they only received a payment of $166 but I had to write 2 checks, one directly to the plumber for $395 and then one directly to ProSource for $400 as the plumber stated that half was due to ProSource and the $395 covered his labor and materials. 
  

  As for the charges such as after hours and labor minimums, if you review all the invoices I attached in my original complaint, you can see where they tried adding additional fees and expected me not to notice. I did call this out and they removed them but still an unethical business practice to try to sneak in additional charges, especially ones that pushed the payment as close to or over my insurance limit. Additionally, they never told me a preliminary estimate of $5k-$6k. It took over a week and a half to even get the first estimate. 

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

  
  

  

  Business Response

  Date: 05/14/2025

  ***** tried to contact Mr. ***** by phone several times. 

  The temporary pump that ***** was referring to, again is only to pump water from basement, so we can perform our service.

  Mr. ***** wrote one check to the person who installed the pump (Labor only) The second check was to ProSource for materials, including sump pump, check valve, and all necessary materials needed. The Installer did not provide any materials. 

  All requested changes were changed on submitted Final invoice.