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Business Profile

Floor Coverings

ProSource of Seattle

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Coverings.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/04/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The date of the transaction was June 30th, 2025. The company gave us an estimate of how much carpet we needed to recarpet our 3 bedrooms. They were the company that installed the original carpet for the builder 7 years ago. We were told that they had the measurements we needed to order so we picked carpet and ordered. At no time did they tell us we should have someone come and measure and they knew we did not have an installer yet when we ordered and paid for the carpet because I asked them for their list of installers and was given that. When the installer I picked was done, there was over 41 feet left which he said could carpet another 2-3 bedrooms- or about 25% of the total order. When I went to ProSource they said I had initialed the clause that said they did not take back additional carpet. I signed that with the assumption that they were the professionals, they had the information, and I trusted they were correct. I understand not taking back a little bit of left over which is normal for carpet but this far exceeds a little leftover. They are uninterested in making any sort of compromise or admit that they over ordered. So, I can only assume that they make it a practice of over ordering on purpose and then leave the customer paying for much more than was needed.

    Business Response

    Date: 09/15/2025

    ProSource does not provide measurements or installation services. All customers are advised to obtain measurements from their own contractors before ordering material.  This particular customer came to ** as a referral from the builder.  In this case, the customer declined to have her installer measure the space, instead opting for the blueprinted measurements we had on file from the original order with the builder. Originally the builder supplied ProSource with blueprints of all their track homes.  Material is ordered from the blueprints. 
    As for why there is more carpet than needed for the 3 bedrooms, we dont know.  A previous owner may have replaced the surface in a room or two (that was not reflected in the blueprints). Had the customer had her installer measure, this would have been avoided.  

    Customer Answer

    Date: 09/29/2025

    Hello,

    I see that my complaint has been closed.  Unfortunately, I was out of the country for the last month, and I did not have access to email.  I see the response from the business which is completely unsatisfactory.  I am the first owner of this home and bought it directly from the builder so the "blueprint" the business is referring to is the original based on us being the first owner.  They want to say that they aren't installers, but they did give me a list of installers.  At that time, they did not tell me I needed to have additional measurements.  In fact, they prepared the invoice based on the measurements they had on file.  The salesperson knew when I ordered the carpet that I did not have an installer yet so clearly, I had not measured.  However, he was very eager to take my order and make his commission.  

    It's obvious they are not going to live up to their responsibilities.  But I want to have my complaint be of record so I'm able to warn others from using this company.  How do I go about doing that?  I have already warned my neighborhood not to use them, but I want to warn others as well.

    Thanks,
    ***** ****

ProSource of Seattle is NOT a BBB Accredited Business.

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