ProSource Wholesale Floorcoverings

Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ Customer was sent the requested lien waiver on 10/6/ Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) The lien waiver arrived as stated

I am rejecting this response because: Hi, The response from pro source does Address the issues! it States that Zack is the one that Jacked up the cost of material on his own quote sheet, But the quote came from processors i.eThe Manager Kevin with processors letterheadThe "even says that pro source sold the inflated price of the material to Zack at the inflated priceIt would be a different story if we got an quote from Zack on PricePro source is jacking up there quotes for Zack and lying about what the cost of material wasThat is called cooking your books! End of story! Also another important factor here is that both me and my husband are licensed contractors and can get all of our material at the same pricing that Zack gets material that we told him we entered into the verbal contract that we would only pay material cost no inflated pricing so this was already discussed with him prior to getting into a verbal contractThis job was a labor profit job onlyThe answers that I have gotten from pro source are very embarrassing considering I've been in this business for over years I have never worked with a company that has done such a thing with a sub somebody that's not even a contractor or carries insurance is very disheartening that this large company is discriminating against me and lying for somebody only to make a greedy profitWhat this company is doing is not OK I would really wonder how many people Zack and Kevin have done this to furthermore the reputation of the company is at stake here because of how they have abuse the system and fraudulently misled my companyNot to mention this is an insurance claim so pro stores has fraudulently giving a quote for an insurance claim Thank you [redacted]

To whom it may concern, ProSource is a Wholesale flooring company The ProSource model provides product to trade professionals (Builders, remodelers, flooring contractors, etc.) who in turn sell to customers such as home owners Zack [redacted] is a trade professional, ProSource customer, and purchases materials from ProSource to be used on his projects In this case Zack [redacted] purchased the product in question from ProSource as a ProSource customer It is typical for our trade professionals to resell products purchased from ProSource to their customers at a higher price Kevin [redacted] (ProSource Showroom Manager) was following company policy by refusing to provide official documentation such as a lien waiver to someone who could not be identified as an employee or agent of Zack [redacted] (ProSource Customer) We would not provide this sort of information (lien waiver) to anyone unless it can be proven that they are a representative or agent of the company making the actual purchase of material The person who was attempting to attain the lien waiver on behalf of Zack [redacted] was [redacted] Lukas could not be substantiated as an employee or agent of Zack [redacted] 's and was therefore refused the lien waiver Our members are able to resell the products they buy from ProSource and ProSource does not have any control over their resale practices.We are sorry if this was construed as discrimination of any sort It is our practice treat all people equally, fairly, and we would certainly not treat anyone differently Kevin followed protocol and could not provide a lien waiver to [redacted] as he was not a recognized agent of Zack [redacted]

our claims department has spoken to customer and verbally agreed to a solution

I am rejecting this response because:
  Hi,     The response from pro source does Address the issues! it States that Zack is the one that Jacked up the cost of material on his own quote sheet, But the quote came from processors i.e. The Manager Kevin with processors letterhead. The "even says that pro source sold the inflated price of the material to Zack at the inflated price. It would be a different story if we got an quote from Zack on Price..... Pro source is jacking up there quotes for Zack and lying about what the cost of material was. That is called cooking your books! End of story! Also another important factor here is that both me and my husband are licensed contractors and can get all of our material at the same pricing that Zack gets material that we told him we entered into the verbal contract that we would only pay material cost no inflated pricing so this was already discussed with him prior to getting into a verbal contract. This job was a labor profit job only. The answers that I have gotten from pro source are very embarrassing considering I've been in this business for over 15 years I have never worked with a company that has done such a thing with a sub somebody that's not even a contractor or carries insurance is very disheartening that this large company is discriminating against me and lying for somebody only to make a greedy profit. What this company is doing is not OK I would really wonder how many people Zack and Kevin have done this to furthermore the reputation of the company is at stake here because of how they have abuse the system and fraudulently misled my company. Not to mention this is an insurance claim so pro stores has fraudulently giving a quote for an insurance claim.      Thank you  [redacted]

Retyped from email:I am the owner of Floorsource and Design. I am writing in response to Ms. [redacted]'s complaints of poor communication on the part of my company, the amount of time she claims it took to complete the project at her home, and her claim that she spent 6 hours cleaning up after...

the project was completed. I understand that she is requesting a refund of $1,335.00 which represents more than half of the $2,535.00 purchase price which she paid for the project.I take great pride in my company's workmanship and in customer satisfaction. I personally was not aware of Ms. [redacted]'s concerns and regret that she believes there was a lack of communication, undo delay in completion of the project, and respectfully question her claim that she spent 6 hours cleaning up after the project was completed.I have reviewed this matter with my company sales person, Scott [redacted], who had direct involvement with Ms. [redacted] and her husband, [redacted].As more fully discussed below, the project involved prepping the existing flooring in the [redacted]'s kitchen and installing over 360 square feet of luxury vinyl tile. There were some scheduling issues with the subcontractors retained by my company to do the work. This was beyond the control of my company and delayed the projected start date by one day and caused a one day delay in the completion of the project. I understand Mr. [redacted] advised the [redacted]s of these delays and promised and followed through on the promise to get the work done for them as soon as was reasonable practical. The work was completed over three and one-half day period from Thursday, July 7th through July 9th. Ms. [redacted] was insistent that the workers be out of her home on Saturday, July 9th by 3:30 p.m. This required that they return on the following Monday to tack down adjoining carpet and complete installation of shoe trim. All materials were removed from the job site.Mr. [redacted] first met with the [redacted]s on June 13, 2016 to discuss their planned home improvements. At that meeting, the [redacted]s discussed having luxury vinyl tile installed in their kitchen and replacing the carpeting in the upper level of their home. Mr. [redacted] took some measurements, explained likely cost parameters and advised them that he would provide them with a written estimate. On June 15th, Mr. [redacted] provided them with sample boards of carpet and luxury vinyl tile.The [redacted]s contacted Mr. [redacted] on June 22, 2016 and advised of their acceptance of the estimate with revisions to the project. They advised they wanted to do only the kitchen tile work. Mr. [redacted] in turn prepared an invoice based on his written estimate and met with the [redacted]s. The [redacted]s signed the estimate and made a $1,335.00 down payment.Mr. [redacted] recalls discussing  with the [redacted]s that the work would likely span the course of 2 days and would involve preparing the existing flooring, cutting and setting the tile and completing the grout work.As Ms. [redacted] contends, the plan was initially to begin the work on July 6, 2016. The day before the work was to begin, on July 5, 2016, Floorsource learned that the contractor scheduled to do the work would be unable to begin on the 6th. The [redacted]s were notified of this situation.A different contractor was scheduled to begin work on July 7th. He did all of the preparation work on that date. The cutting and laying of the tile was done the following day on July 8th. Mr. [redacted] indicated that during delays in getting the contractor to the project he was in contact with the [redacted]s. During the time work began on the 8th Mr. [redacted] came to the home on two separate occasions to check on progress. The contractor returned the following day Saturday July 9th, 2016 to continue the project. FLoorsource sent additional contractor to assist to complete the work.On that Saturday, Ms. [redacted] was insistent that the workers be out of her house by 3:30 p.m. Mr. [redacted] had a conversation with the [redacted]s that they would need to return on Monday, July 11, 2016 to complete the trim work. Mr. [redacted] expressed dissatisfaction over the fact that she would need to take time off from work to let the contractor into the house. Mr. [redacted] responded he would be willing to come back to let the contractor in and stay during the time the work would be completed. Ms. [redacted] refused his offer.On SUnday, July 19, 2016 the [redacted]s called Mr. [redacted] and advised they felt the tiles had not been properly cleaned. He also received a text message. Mr. [redacted] responded that the glaze in the tiles would be cleaned on Monday.Shortly before 8:00 p.m. on Sunday, July 10, 2016 the [redacted]s sent a text message to Mr. [redacted] asking to confirm the contractor for Monday. Mr. [redacted] responded to the text at 7:30 a.m. the following morning and advised that two installers would be at the [redacted] home by 8:00 a.m. as had previously been discussed.Mr. [redacted] stopped by the [redacted]s on July 11, 2016 to check the final completion of the work and to collect the final payment. Ms. [redacted] instructed Mr. [redacted] that she would need to speak with her husband prior to issuing payment. Mr. [redacted] subsequently had phone conversations with Mr. [redacted] who expressed concern over scheduling and the cost of the base shoe.In an effort to accommodate the [redacted]'s concerns their final invoice was discounted $535.00 which they accepted. Final payment was made on July 12, 2016. I understand that the [redacted]'s were satisfied with the workmanship. I believe m company's discount was a fair accommodation to the [redacted]'s which they accepted and agreed to.

To whom it may concern, ProSource is a Wholesale flooring company.  The ProSource model provides product to trade professionals (Builders, remodelers, flooring contractors, etc.) who in turn sell to customers such as home owners.  Zack [redacted] is a trade...

professional, ProSource customer, and purchases materials from ProSource to be used on his projects.  In this case Zack [redacted] purchased the product in question from ProSource as a ProSource customer.  It is typical for our trade professionals to resell products purchased from ProSource to their customers at a higher price.  Kevin [redacted] (ProSource Showroom Manager) was following company policy by refusing to provide official documentation such as a lien waiver to someone who could not be identified as an employee or agent of Zack [redacted] (ProSource Customer).  We would not provide this sort of information (lien waiver) to anyone unless it can be proven that they are a representative or agent of the company making the actual purchase of material.  The person who was attempting to attain the lien waiver on behalf of Zack [redacted] was [redacted].  Lukas could not be substantiated as an employee or agent of Zack [redacted]'s and was therefore refused the lien waiver.  Our members are able to resell the products they buy from ProSource and ProSource does not have any control over their resale practices.We are sorry if this was construed as discrimination of any sort.  It is our practice treat all people equally, fairly, and we would certainly not treat anyone differently.  Kevin followed protocol and could not provide a lien waiver to [redacted] as he was not a recognized agent of Zack [redacted].

ProSource Wholesale is a members only company.  Our members are (trade professionals) builders, remodelers, flooring contractors etc.  Our company sells product to trade professionals and our showrooms are closed to the public.  In order for an end user customer to gain access to our showrooms they must be referred by a member.  In this case our member is Zack [redacted]. When this order was sold by ProSource it was sold to Zack [redacted] and he paid ProSource.  He then resold it to his customer.  Zack as well as most of our members buy from ProSource as well as other distributors.  They take their cost and mark it up before they resell the product.  if this customer attained Zacks product cost and expects to buy at his cost they should be talking to Zack.  We are protective of our members as we are members only. I do not know how this customer would have attained Zacks costs, but it has been mentioned that the customer entered our showroom and misrepresented himself as an employee of Zack [redacted].  Our Expeditor was preparing a lien waiver, but when it was realized this was not Zacks employee she refused to provide the lien waiver as it is not our policy to provide this documentation to anyone other than the member or his agent.  I was also told the customer then took a picture of the lien waiver when nobody was watching.  Our position is that we sold material to a ProSource member who then resold the material to his customer.  The customer tried to gain a lien waiver by deceptive actions and his lien waiver was refused when it was discovered he was not who he said he was.  If the customer has a price issue they should be approaching the member who they purchased from and who they are billed by.

Initial Business Response /* (1000, 5, 2015/10/09) */
Customer was sent the requested lien waiver on 10/6/15.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The lien waiver arrived as stated.

Ref-12078394 Kayla B[redacted]                   In response of warrenty claim.       A wood floor was bought on 1/10/14 from a private customer for a property...

that was being remodeled and resold. At the time not sure how long house was sitting empty but was a foreclosure. There was a pool in the basement that was empty. A different company installed the wood floor.        In April of 2015 I was contacted by a homeowner that was buying the house and wanted to continue with the wood floors. I went to the property for measurements and also talked the customer about movement in the floor in the kitchen that was put in January14th I explained about a pool in the basement. I  do not remember if they had if filled at that time. They said they were putting a new HVAC system in. Not sure when that went in.         October 1016 over a year later I was contacted about buckling in the floor I explained that the only way a floor buckles is due to moisture or the house moving. Which if they were installing a new HVAC and a house sitting as long as it has. A house is going to due a lot different things, from when a house is occupied to if it is vacant a couple years.       So in conclusion with seeing issues from the other company on the 1st floor that shows there is movement in there floor.  And the house that has not been properly monitored from when the floor was installed to the new HVAC system, the time lapse between of the job from start to finish is a criteria also, and biggest issue 20,000.00 gallons of water in the basement that when you stabilize the house that has sat for a couple years there is going movement somewhere.   I can not take responsibility for a warranty claim with all of the different scenarios happening with the house since January 2014 when I was first introduced to this house till October 2016.                    Thank You, Matt [redacted]                                Floorsource and Design