ProSource of San Luis Obispo

We were the first customers for a new line at ProSource: Custom Closets. As this was a new vendor for them, there were some hiccups along the way. They were very upfront about this, and we were patient with the delivery delays and installation requirements. But you know what reassures a customer that a business is legit? That they are transparent, and they go to some extra lengths after the sale to be sure we are happy. And we are! They chose a good vendor that uses a computer interface to create the closet design based on measurements that the ProSource sales person took at our home. The quality is amazing. They set us up with a good installer who did good work for a reasonable price. You will find them to be reasonable and they will listen to the customer.

This is a review for ProSource/Cinderella Flooring in San Luis Obispo for a quartz countertop purchase and install. On February 13, 2022, I noticed a crack on my quartz countertop that was installed less than a year ago, purchased through ProSource/Cinderella Flooring in San Luis Obispo and installed by their subcontractor, Presidio Tile & Stone. When I emailed the contacts whom I purchased from originally with the issue and pictures, Heather is the one who responded and noted in a text message with the following: "That is definitely a warranty issue and I will get started working on getting material for it. Give me a call and I'll let you know how the whole thing will go from here." After speaking to Heather, she told me that she was taking care of the warranty claim. Months go by with no update. I have to continually email Heather to find out what is going on. Only answer I get is that they are trying to contact the manufacturer again. Finally, in May, a company calls to schedule an inspection, where the inspection takes place on May 23rd. No information is provided from ProSource. Inspection company tells me that the inspection report will be sent to the manufacturer and to communicate with the fabricator/reseller for result. I proceed to email Heather at ProSource the information given to me by the inspection company and to ask what the next steps are and who the manufacturer will make contact with, me or ProSource. A week goes by and I get no response. So I email Heather again on May 31st, no response. Emailed again on June 8, no response. I try contacting the inspection company and they said to contact the manufacturer or reseller. Tried multiple times to contact the manufacturer but get no response. On July 8, I email Heather again and I finally get a response that I should have gotten a response on June 28 (never did). Coincidentally, I finally get a email response from the manufacturer that day with information saying that the crack was not a result of defects in the quartz and is not covered under warranty. Response was: "The surface will not crack unless external force or interaction causes the crack such as impacts, uneven cabinets/flooring, structural settling/movements, inside corners without a smooth and proper radius, thermal shock (use of crockpots/skillets, or other hot items placed on the countertop)." When I emailed Heather about next steps as I have had the counter less than a year, and I believe that it was an issue with the install. I have not used or have any hot items on that side of the kitchen, and the countertop was set on existing cabinets, so I mentioned that ProSource should stand behind their work and the work of the sub-contractors. Response I received was that ProSource would not do anything and gave me a number to someone that could repair the counter. Exact wording was that the "matter was out of their hands", which to me, is not willing to stand behind the work because the manufacturer declined the warranty claim. So going back to the original response I received, I was given false information that the crack was under warranty and no material was actually being gathered. Essentially, I feel like I was lied to. I will never go back and buy from ProSource. With their lack of communication and not standing behind their work or the work of their subcontractors, I won't be recommending their business or use ProSource in the future.

Over the last 20 years I have remodeled 2 homes and 2 commercial properties with the support of ProSource. We've shopped them all across the county and continue to find their pricing really competitive. Kerri and Steve are an amazing team and I'm so grateful for all the support they've shown me over the years.