|Monday||8:00 a.m. to 5:00 p.m.|
|Tuesday||8:00 a.m. to 5:00 p.m.|
|Wednesday||8:00 a.m. to 5:00 p.m.|
|Thursday||8:00 a.m. to 5:00 p.m.|
|Friday||8:00 a.m. to 5:00 p.m.|
|Saturday||8:00 a.m. to 5:00 p.m.|
About this pro
One of the worst experiences I have ever had with any company. I don't even know where to start. For one, the company gave me a sales person that did not speak English fluently. I told him to text message me because of the poor service in my office. At first, the texts were professional. Then the salesperson started to tell me that I owed him coffee and donuts upon installation and he didn't get commission on "any of this crap", and for me to text him my credit card. After feeling uncomfortable with the direction of the messages over several days, I reached out to the sales manager and explained my discomfort. I paid on the phone as no professional person would just text their credit card to a stranger. As a single female, I didn't feel comfortable with the relaxed language, especially if I would be alone with them in my home upon installation. The sales manager reassured me that I would be only working with her, that HR would talk to the sales person and I wouldn't have to worry about being uncomfortable. That lasted a few hours. The salesperson communicated with me several times over the next few days about the fact that my ordered sink they did not carry in stock, and when someone would come out to measure again what someone already measured. We scheduled a time to install the countertop. Wasn't thrilled that I had to keep working with him...but fine. The installation was between 8-9am on a Thursday. I had double confirmed that week prior, as I work at 9am and had to make sure they would be all set by then or close to then. That time came and went. Frustrated, I called and talked to 3 different people, all who told me they would "call me right back" and never did. Finally, that salesperson called me and told me the guys installing had a "late start" and would get there in an hour..which would be 10am. I told him I had to go to work and we would have to reschedule. That goes in one ear and out the other and I receive a text that the guys were there waiting for me at 10am. Luckily my contractor that was off that day was able to get in the car and hurry there. Irritating, but fine. I asked the salesperson when I would be charged, and he said they had my credit card on file. Except that my contractor called me and told me the piece that was measured twice was 7 inches too short. No one from Pro Tops called me until several hours later. They told me I could take a discount or wait two weeks. I told them that was unacceptable, and asked the owner to call me. The owner, fun fact, did not offer a discount. He apologized but "it is what it is" and tried to tell me how I should expect that "things happen". He was abrasive, unapologetic, and saw no wrong in the errors his company has made. Not wanting to start over since I was already far down this path and they had already installed half the granite, I waited for the piece. The guys came to install it and it was fine. I called Pro Tops to make the payment and they said someone would get back to me...they didn't. I came back to the house 6 hours later to find someone from Pro Tops just awkwardly waiting. No call, no email. Just sitting outside my house creepily. He wanted to make sure that it was installed properly. Great, but where is the communication? There were SO many other issues wrong with this company and I hate to say those were just the highlights. They were one of the higher priced ones on Thumbtack. I am still getting several calls and emails from them harassing me for a payment, but I won't pay until they correct my invoice...which of course was wrong. It's funny how communicative someone can be when they want something but not when they are doing a service. To all of you thinking of using ProTops...run far, far awayAug 23, 2017VerifiedPro-tops I.'s reply
Hello Ms. Ashley, We're sorry to hear that you had a bad experience with us overall. We'd like to let you know that we appreciate your feedback and we're working to improve our services. Although,we'd like to clarify some important points to this situation. - We requested our sales rep. to show us the entire conversation you had by text message and we were unable to find any unnapropriate language as mentioned. He appologized for the "jokeful tone" created by the situation but accusing a professional for being abbusive is something very serious and we cannot let the accustion be linked to our image as an established company with more than 15 years of experience; - As documented, you requested more than 6 changes after the intial project. We attended to all of those and found one mistake with the measurements with the last change requested. Unfurtunately, there was nothing we could do for you unless modifying your project again and working on a new product. The estimated time for this kind of service would be 7 business days, agreeded by you. The service was delivered and installed within 2 business days. - Everything was fixed and properly installed, therefore we are awaiting payment for the service provided. Also, the invoice was revised and we did not find any mistake and we can check detail by detail with you if you would like. Once again, we appreciate your feedback and look forward to resolve the situation in the best and most respectful way. Best regards, Pro-tops Team
They haven't installed the granite yet. But I have been very impressed with them thus far.Aug 8, 2017Verified
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- What should the customer know about your pricing (e.g., discounts, fees)?Our pricing is based on the type of product and quality. Pro-tops pricing is very competitive compared to Charlotte's surrounding granite shops.
- What is your typical process for working with a new customer?We take care of each and every customer. From the first lead contact until the customer satisfaction phase. The customer is able to pick the color of the top, we offer them an estimate we then sign the contract with the customer and send someone out for a template. The next step is to install and achieve customer satisfaction.
- What education and/or training do you have that relates to your work?Our company was founded 13 years ago and we have experienced professionals working with us. Our sales representatives have more than 3 years of experience with Kitchen renovations.