Initial Business Response /* (1000, 5, 2015/07/15) */
I would greatly appreciate if the customer would actually contact me directly concerning her flooringSince I have not actually heard from her at all in regards to any issue with her flooringI have only spoken to her brother and we did get
his flooring inspectedIf she has an issue she should firstly contact ProSource before claiming we would not helpEverything that was stated in her claim is untrue because no direct complaint was given to ProSource to act upon by the customerWe will absolutely have her floor inspected as well if she so chooses to contact us about itXXX-XXX-XXXX
Initial Business Response /* (1000, 11, 2015/07/13) */
When Mr. [redacted] contacted us we immediately contacted the manufacture of his hardwood and started a claim for him. It is not our intent to sell sub-par materials nor do we offer sub-par or second hand goods. All of our products are direct...
from the mills and only 1st quality. Subsequently, an independent inspector was hired to inspect his flooring and it was found to be within the industry standards as outlined in the very detailed inspection report that I have submitted. I understand that he is frustrated but we have exhausted all of our resources to help him with the issue. It was also made apparent by Mr. [redacted] that this issue was noticed at the beginning of the installation but he and the installer proceeded installing the floor anyway. I would have had more success replacing the flooring in the early stages than after a full installation. Please feel free to contact me with any questions. [redacted] XXX-XXX-XXXX ProSource of Peoria:InspectionReportForClaimHAMILTON_XXXX-XX-XX_XXXXXX.pdf:
Initial Consumer Rebuttal /* (3000, 13, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't think it's any suppliers intent to sell sub-standard product but, it does happen and it is the integrity of the supplier to correct. In this case, the product is not the issue so much as it is the milling process as outlined in the complaint. The "independent" inspector was hired by the supplier and the detailed report had incorrect information. The supplier has not exhausted their resources to resolve this issue. I would expect that the supplier owner would visit my residence to experience first hand the issue. All they are providing is lip service through Nicole, hoping the issue will go away. I have personnally check other suppliers offering the same product and the milling of their product is precise and fits perfectly when the product is joined together. Therefore, the deviation in product thickness is not up to the industry standard as seen in other supplier product! The product issue was noticed when the floor was walked on without shoes. An now, after several months with it in place, the overwood is becoming more predominent and more crackling and squeaks being heard. I chose not to speak with [redacted] because she is not customer orientated and is just a middle person for the supplier.
Initial Business Response /* (1000, 5, 2015/07/15) */
I would greatly appreciate if the customer would actually contact me directly concerning her flooringSince I have not actually heard from her at all in regards to any issue with her flooringI have only spoken to her brother and we did get
his flooring inspectedIf she has an issue she should firstly contact ProSource before claiming we would not helpEverything that was stated in her claim is untrue because no direct complaint was given to ProSource to act upon by the customerWe will absolutely have her floor inspected as well if she so chooses to contact us about itXXX-XXX-XXXX
Initial Business Response /* (1000, 11, 2015/07/13) */
When Mr. [redacted] contacted us we immediately contacted the manufacture of his hardwood and started a claim for him. It is not our intent to sell sub-par materials nor do we offer sub-par or second hand goods. All of our products are direct...
from the mills and only 1st quality. Subsequently, an independent inspector was hired to inspect his flooring and it was found to be within the industry standards as outlined in the very detailed inspection report that I have submitted. I understand that he is frustrated but we have exhausted all of our resources to help him with the issue. It was also made apparent by Mr. [redacted] that this issue was noticed at the beginning of the installation but he and the installer proceeded installing the floor anyway. I would have had more success replacing the flooring in the early stages than after a full installation. Please feel free to contact me with any questions. [redacted] XXX-XXX-XXXX ProSource of Peoria:InspectionReportForClaimHAMILTON_XXXX-XX-XX_XXXXXX.pdf:
Initial Consumer Rebuttal /* (3000, 13, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't think it's any suppliers intent to sell sub-standard product but, it does happen and it is the integrity of the supplier to correct. In this case, the product is not the issue so much as it is the milling process as outlined in the complaint. The "independent" inspector was hired by the supplier and the detailed report had incorrect information. The supplier has not exhausted their resources to resolve this issue. I would expect that the supplier owner would visit my residence to experience first hand the issue. All they are providing is lip service through Nicole, hoping the issue will go away. I have personnally check other suppliers offering the same product and the milling of their product is precise and fits perfectly when the product is joined together. Therefore, the deviation in product thickness is not up to the industry standard as seen in other supplier product! The product issue was noticed when the floor was walked on without shoes. An now, after several months with it in place, the overwood is becoming more predominent and more crackling and squeaks being heard. I chose not to speak with [redacted] because she is not customer orientated and is just a middle person for the supplier.