Complaints

This profile includes complaints for ProSource Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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ProSource Inc. has 6 locations, listed below.

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  ProSource Inc.

  4720 Glendale Milford Rd Blue Ash, OH 45242-3847

  
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  ProSource Inc.

  1717 Dixie Hwy Ft Wright, KY 41011-2766

  
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  Prosource

  400 Envoy Circle Suite 400 Louisville, KY 40299

  
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  ProSource Inc.

  4720 Glendale Milford Rd Cincinnati, OH 45242

  
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  ProSource Inc.

  10816 Millington Ct Cincinnati, OH 45242-4026

  

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.

• Initial Complaint

  Date:02/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have leased small business copier/fax/scan machines x 4 from Prosource for the last 7 years. I have paid a monthly fee for the units since that time. I have decided to not continue with the leased equipment. I did not sign the new contract to renew my leases for the 4 copiers. Per the agreement, my options at the end of the lease are to extend the lease, buy the equipment, or return the equipment. Per the contract signed, the following applies for return of the equipment - Return of Equipment: If (a) a default occurs, or (b) you do not purchase the Equipment at the end of the Term pursuant to a stated purchase option, you will immediately return the equipment to any location(s) we may designate in the continental United States. The Equipment must be returned in “Average Saleable Condition” and properly packed for shipment in accordance with our recommendations or specifications, freight prepaid and insured. “Average Saleable Condition” means that all of the Equipment is immediately available for use by a third party, other than you, without the need for any repair or refurbishment. All Equipment must be free of markings. You will pay us for any missing or defective parts or accessories. I HAVE AGREED TO RETURN THE EQUIPMENT BY BRINGING THE EQUIPMENT BACK IN EXCELLENT CONDITION TO THE BUSINESS. I AM BEING TOLD THAT MY ONLY OPTION TO RETURN THE EQUIPMENT IS TO PAY SHIPPING CHARGES THAT WILL RANGE FROM $800-$1000 AND THAT REGARDLESS OF IF I RETURN THE EQUIPMENT MYSELF, THE CHARGES APPLY. I am not willing to pay to return equipment I am not purchasing. I have paid near $600 monthly to this company for 7 years. The company should be able to come pick up the equipment the same as they delivered it, or they should allow me to return it myself in good condition to their location without these very large charges. I feel I am backed into a corner to spend $1000 for nothing and was not told up front about the large costs involved in return.

  Business Response

  Date: 03/04/2024

  We have received and reviewed *** ******* complaint regarding the return of the leased equipment. As indicated by the customer according to the terms and conditions of the lease agreement: “Return of Equipment: If (a) a default occurs, or (b) you do not purchase the Equipment at the end of the Term pursuant to a stated purchase option, you will immediately return the equipment to any location(s) we may designate in the continental United States. The Equipment must be returned in “Average Saleable Condition” and properly packed for shipment in accordance with our recommendations or specifications, freight prepaid and insured.”
  
  The agreement referenced is between the lessor (the leasing company) and the lessee (our customer). The customer has acknowledged responsibility for returning the equipment to the designated location in saleable condition. Per the terms and conditions quoted by the customer, the return of the equipment includes properly packing for shipment, with freight prepaid and insured—this is the $800-$1,000 cost that the Prosource account manager has attempted to estimate for the customer, and is the only cost being disputed per the description provided. Precise shipping instructions, including the designated return location, will be provided by the lessor and will determine final costs.
  
  Should the customer elect to deliver the equipment to a Prosource office, the equipment will still need to be returned to the location designated by the leasing company, as the Prosource office is not the designated location, thus still incurring a shipping/transport cost. To provide the customer with additional options to assist in minimizing expenses, the Prosource account manager is preparing paperwork related to a buyout to keep the equipment, the cost of which may be less than the cost to return the equipment to the designated location.
  
  Our understanding is that the disputed amount is $800-$1,000 rather than the $49,392 initially claimed, and that the customer has indicated her acknowledgment of the terms of the return, which includes freight prepaid and insured. On February 15, 2024, the Prosource account manager indicated that we would have readily worked to review all options available to the customer to close out existing contracts had we been notified in advance of the intent to discontinue our business relationship. 

  Customer Answer

  Date: 03/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The return shipping costs are entirely unreasonable and were not disclosed in detail in the lease agreement. The lease agreement is vague on return shipping costs, only stating leasee agrees to return shipping costs. $800-$1000 return shipping costs are ludicrous. There is no reason after a customer has used a businesses' services for 7 + years and has paid that company $49,000+ in fees for equipment, that the company cannot pick up their own equipment. Especially given they offered to do so without charge if I were to continue with their services. I have no interest in continuing with them. 

  
  Regards,
  
  ******* ******
  

  Business Response

  Date: 03/13/2024

  The terms of the lease agreement between the leasing company and the customer—including the terms for the return of equipment—are outside of Prosource’s scope and control. Once return shipment instructions are provided to the customer by the leasing company, Prosource can provide an exact cost for managing the pickup and transportation of the equipment to the location designated by the leasing company, or the customer may arrange alternative shipping if that option is more cost-effective. To further dispute the terms of the lease agreement, we recommend that the customer reach out directly to the leasing company.

  Customer Answer

  Date: 03/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I am unaware of the leasing company involved to which Prosource refers. 

  I am only aware and have only ever communicated and worked with Prosource. 

  If a leasing company was involved, why has Prosource not mentioned this prior to now? 

  Regards,
  
  ******* ******