Prosource of Roanoke

Review: September 17, 2013 our contractor, [redacted] installed porcelain tile in our bathroom that I purchased from Prosource. This tile had over 60 splotches on the tile where the pattern is gone and only the base color is showing. It looks as if someone had dropped a chemical on it and it took out the color. The quality looks worse than seconds; it looks like thirds or fourths. Something was wrong with the screen that puts the pattern on the tile. I called the owner of [redacted] immediately to look at it. (I think I called Prosource at that time, also). The contractor said it was definitely defective (he had two of his installers lay the tile so he did not personally lay it). I immediately called Prosource and sent some photos; they said that was just the way the tile was. I was insistent that the manager [redacted] see it himself - his office number is [redacted]. He came out and admitted it should be replaced and said he would call the other stores and get the ten to twelve pieces, minimum to replace it since the tile had been discontinued (we paid the regular price for the tile and it was fairly expensive) and we would have it by Christmas. He said he would work something out with the contractor so it would not cost us anything and he would make it up to the contractor. He also said that he thought if the contractor had laid out the floor different the spots wouldn't not of been as noticeable as they were. We didn't get it by Christmas and in January when I called he said he was in Richmond to get the tile but the weather was getting bad and he left without it.

He assured me that he could get it from Lynchburg but every time I called he hadn't done that. Then he said he found out he could get it somewhere else, and that was the way it kept going and going; he never called to let me know the status - I was always calling him. He always was chasing some tile down (so he said) but because he didn't get on it immediately after it was discontinued or try to get it sooner he didn't have any luck. Finally, a few months ago he had four pieces but he knew where he could get the rest. Then recently he found four more pieces but one was cracked and the other three had the same spots on them but not quite as noticeable; they also had plasterboard glued to them where they were taken off some display. The few others pieces broke when they tried to get them off the display board so I don't know how I was suppose to get it off. [redacted] (the Prosource manager) then told me he wanted the owner of [redacted] to come out and see the bathroom and decide what they could do. [redacted] again told me he thought if the tile had been laid out differently, all those splotches would not of been so noticeable. To me, it seemed as if he was trying to blame the defective tile on the contractor.

I called the owner of [redacted] and explained the situation. He said he would be glad to talk to [redacted] but he could not see any point in coming out to look at my bathroom floor again. He also said he couldn't see any point in replacing the defective tile with other three pieces of defective tile, even if it wasn't quite as bad as the original and what would the point be if there wasn't enough tile to replace all the defective ones. I then relayed this information to [redacted] and told him that I wanted the tile replaced since there was no way after all this time I was going to be able to get any more replacements. He said he would call the owner of [redacted] but it wouldn't of looked that bad if the tile had been laid in a different pattern. (I wanted the tile laid on an angle because the room is small.)

I again had not heard anything for a few weeks so I called [redacted] at Prosource, yesterday. The phone rang and rang and it never did kick into the answering machine. I called again today and the same thing, it rang and rang and no one answered it. I felt that perhaps [redacted] had blocked my number and so I used my husband's cell phone and the call went right through and I asked for him but they said he was in back but they would have him call me back. I know if he blocked my number, I would not be getting any call.Desired Settlement: I want the tile replaced with a similar quality/price-point and I want my contractor to install it and I paid once for all of this so I do not want any charge to me. I want our contractor to install the new tile because he did our kitchen floor (which we also purchased from Prosource) and did a very good job and the installation of the bathroom tile was very good.

Business

Response:

I had vaguely heard of an issue but have not been directly involved. To begin with, [redacted] is the manager at [redacted]-the company that the tile is distributed from. He sells to ProSource but is not employed here. [redacted] is a contractor who purchased the tile thru ProSource. What it appears that has happened is that the end user was confused with who [redacted] is and/or is employed by and that ProSource has been left totally out of the loop. The only reason that I vaguely know about it is because [redacted] is right beside our business and [redacted] had mentioned that he was trying to take care of an issue that one of my customers is involved with. That was as far as it went. I do not know if you communicate back to her or not, but she does need to know that [redacted] is [redacted], not ProSource. Also, they do not have caller ID, but their phone does ring off the hook. They have a very small staff but do have a voice message. Let me know if I should do anything else for you.

Thank you,

Sales Manager

ProSource of Roanoke

Business

Response:

In reference to the e-mail I received about Mrs. [redacted] bathroom tile. I have talked to the parties involved in getting new product in to Roanoke and found out the following. The same tile has been found and has shipped to Roanoke enough to do the whole bathroom. The tile is free of charge and can be picked up at any time. At this point Mrs. [redacted] can contact her installer to replace the tile. With the pick up of the tile we will feel our obligation has been satisfied.

With Kindest Regards

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I am very happy that replacement tile has been found but I paid almost $700.00 to have the tile installed by [redacted]. I know part of this was the sub-floor and the bullnose but I should not have to pay this again because the screening (or whatever process was used) was defective and made the same spots and blotches over and over on each tile piece. Obviously, this was not picked up by [redacted] quality control.

In no way should I be the one to pay to have the defective tile removed and replaced. They need to work something out with [redacted] to rectify this at no cost to me. I have been trying to get this resolved for almost a year and they need to step up to the plate and restore my bathroom to what I thought I was paying for in September, 2013.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Business

Response:

[redacted] stated Prosource would provide installation of replacement tile for consumer.