PRO TOPS INC

We wanted to remodel our Master bath and I decided to call Complete kitchen and bath in Matthews. I requested Natalia because she had received good reviews. She was out of the office but quickly got back to me that day. She said herself and her Contractor Robert could come by to look at the project. So as promised they showed on the scheduled date. They were very eager about the job as it was the entire bathroom including flooring, new custom shower, new walls and tile, cabinets and counters. We discussed what we wanted and Robert the contractor only jotted down a few things. Now, before I give you my entire review of the good, bad and in-between, I will tell you that my husband had already demolished the bathroom down to the sub floor except for the shower and wall, so they basically started with a bare bathroom. This review is going to be in two parts because you have Natalia who is a direct employee of Pro-tops and Robert (contractor) who is a subcontractor of Pro-tops. We went into Pro-tops on a Saturday to meet with Natalia to pick out our cabinets and counters. Now we had a limited budget on this because we had to remodel the entire bathroom. She had the cabinet sample out that she thought we would like and we did. We picked out our counter (again, limited to our budget) but thought it would look great. Natalia had a really good suggestion to make the accessories black, which honestly, I really never thought about. So, we decided to go with that because she does have an eye for design. Since everything goes through her and Pro-tops, we received our estimate for the entire bathroom. It did come in at budget until Robert forget to included popcorn ceiling removal which it increased by $1,200 for that. So, the total was $22,500 (which did NOT include tile, accessories for bathroom, shower doors). We agreed on the price and when they would start. At this point Natalia is out of the picture until the cabinets and counters come in. She did have us set up on a 3-way text with herself, contractor Robert and myself). She stated to me that Robert likes to handle all his own stuff, so we did not hear again from her until cabinets were in even though she was seeing all the texts back and forth between Robert and myself. In the contract: The contract was not broken down to specifics so no way of really knowing what you are paying for exactly. How much is product and how much is labor. The only supplies that were included in the contract were of course counters, cabinets, sink, sub floor, molding for bathroom and paint. The rest was on us. TILE: we had to supply all the tile for the entire bathroom project. Robert suggested we go to Flour and Décor in Pineville. So, upon his advice we go there and had a horrible experience and ended walking out (did a review on them). We ended up at Tile Store in Matthews and had the best experience (did a review on them). When I tell Robert about the tile experience at Flour and Décor he said “Well you should have gone to the ProDesk” Well why did you NOT tell us that in the beginning. We do not do this type of work and do not have a clue. I was so mad because we wasted ½ day on a Saturday going all the way over to Pineville in which I don’t recommend (unless you know exactly what you want) as that place is huge and nobody was around to help us). Also, in the contract only thing listed was what square feet we would need for each section (bathroom floor, shower floor, shower wall) but nothing else. There was nothing mentioned about how much mortar, grout, white stripping, or sealing we needed (as they do supply that). It was not until we went to the tile store that David the manager there said that Pro-tops does not supply that and you need all that stuff as well. If we would have just picked up tile, we would have had nothing else to go with it that was needed. PAINT: We were told to pick out paint so we go Lowes and spend a while there and get the color locked down, the next week I tell Robert what color and Behr paint we want. He then tells me that they only use Sherman Williams Paint and they get it cheaper and have an account, so we had to waste more of our time going there to find the paint. All of this could have been better communicated. Accessories: When Robert was here the first day, he said he would include 3 handicapped rails which we never saw, so I picked up 3 of my own and mind you are they $75 each. He said to rehang accessories is NOT in the contract. I asked him to hang the mirrors at least because they were to heavy. He agreed but was not happy saying “Customers always want stuff for free”. The way I see it, I am paying you all that money. So, my husband had to hang the towel racks, toilet paper holder and will hang the towel rack once the shower doors go in. If your not handy, you will need a contractor once this contractor is done which is crazy. Here is where issues started. Robert is the contractor, but he subs out to Daniel (subcontractor)and then in turn Daniel subs out his work (mostly to Spanish speaking people, so it was very hard to communicate with them). Daniel told me that Robert does not like him to give out his number so that was an issue for me because you cannot communicate with some of the workers. The first day of project it was Robert, Daniel and Daniels guys that were going to lift the subfloor and replace it (as we had water damage). Robert was only there for about 1 hour and then only saw him about 3 times during the entire remodel. After that day we only saw Daniel for maybe 3 days (a little each time) only for a little bit. So, after fixing flooring (subfloor and dry walling) then comes the Electrician who speaks very little English. He was not friendly, he put a NON GFI outlet (which is not straight, pictures below) by where the sink is going to go and the other outlet, he added it why way to high up and there was no way to put a plate there. My husband had to cut the cover it to make it fit. I complained about the outlet so he came back next day (not happy) and fixed it. He also make a much bigger hole for the exhaust fan then needed when template was provided (picture enclosed). Then the drywall guy comes and fixes more walls and leaves my windows open in the bedroom and bathroom and leaves out the back door of my home with all the gates open (glad my dog did not see that). Not sure why he left out of the back door, and left for the day and not informing me he was leaving. I left the stuff open because I thought maybe he went to lunch, but nope he left for the day. Between him and the Electrician leaving a huge mess on the floor (pictures included) I complained and Robert said “Well that is the way on a construction site” Excuse me sir, this is my home and not a construction site. My husband had to get on the new tile floor and scrub it from black foot prints from drywaller shoes (pictures below). The next week the Plumer was supposed to show up that Monday and I had a Dr. Appt in the afternoon, so I texted Robert they were not here yet and are they coming? He said yes, so my hubby came home at lunch and switched with me and guess what the Plumber never showed up. When I texted Robert at the end of the day, his response was “things happen” really, so maybe you should keep tract of YOUR employees as my husband lost a lot of money coming home from work for nothing. The plumber showed up the next day and I asked him why did he not show up the day before and his exact answer was “Robert told him to finish his other job and come Tuesday” I will say the plumber was extremely nice and his work was great. After plumbing was partially done, had to wait for tile work. So, Gus was the tile guy (Robert’s Contractor) he was extremely nice, looked over my contract and told me what I would need more of. Well, he comes the first day and then leaves his guys but only came to just to check a few times. The tile men happened to be extremely nice even though they did not speak English, but they were very thorough and hardworking men and the tile in the shower and flooring came out great. At this point, Natalia informed at this point our cabinets and counters

If you like big promises and small performance then you will love Pro-Tops. Unfortunately I have nothing good to say about Pro-Tops. They made a lot of promises, they did a great sales job, but when it came time to deliver they are not only amateurs but dishonest. They delivered late, they delivered defective goods, and they delivered much disappointment. Not a single person I dealt with, from the sales guy to the owner, was a man of their word. If you want to overpay for poor work, then Pro-Tops is for you. To start, they promised they would install the counter tops in 3-5 days, they didn't deliver it actually took 30 days for them to complete the installation. When they finally did show up to install the counter tops, they had cut them wrong and the cutout for the stove top was 10 inches off. On top of that, they destroyed the sink that was supposed to be installed so they could do the proper cut. Since they cut two of the four pieces of marble wrong, they were going to have to scrap $2,000 worth of marble to make it right. They offered me a deal that if I could live with the mis-matches seams and live with the dents in the sink, they would use the scrap material to make me a new vanity for my master bath. I explained there are two vanities in my master bath and they said that was no problem, they would do both for free. It seemed a reasonable deal to live with the mismatches seams and a few dents in my sink to have two nice marble vanities in my master bath so I accepted their offer. They did their best to recut the marble and I went to their facility and it looked fairly good so I accepted. When the crew showed up for the install the first piece of marble didn't fit. They said it was no problem, they would cut it and it was no big deal. I told them I didn't want them to duct my sheetrock as it would weaken the support for the backsplash. They took the countertop out, cut it in the driveway, and brought it back in. It still didn't fit so they started cutting into my sheetrock which I asked them not to cut. They just assured me that they do this all the time, no big deal. I also noticed that they cut they made in the beautiful marble was jagged and rough and there was a big chuck missing from the edge. They brought in the second piece of marble and I noticed it had a big chip out of the corner. I called Andre, the guy that is supposed to make customers happy and he said he wasn't available but someone would come over to check it out. The guy came down and told me everything was fine and they would just fill it in with epoxy. Andre finally arrived and I told him I was very unhappy with their performance. He promised me I would be happy when the job was done. He asked me to let them complete the installation and then if I wasn't happy he would take the counter tops out and bring new counter tops. I said, fine, go ahead but I am not happy. There were several other problems with the installation, mismatched seams, scratches in the material, the cut-out for the sink was wrong, and they forgot to deliver the marble for the kitchen windowsill. They had to send out a second company to fix all the screw ups because they don't have the in house expertise to handle the mistakes they made. Aldo, the guy they sent, did a great job, but he couldn't fix the fact that the sink was off center and several other major issues. I was dissapointed, but I figured it would we worth it to get the master bath vanities done in the same marble. Unfortunately, after I wrote Pro-Tops the final check they decided they were not going to live up to their promise. They basically told me to screw off and they refused to return my calls. Do business with this company at your own risk. If you decide to do business with them you better get every single thing in writing because they are NOT men of their word. This was a very expensive lesson for me.

Excellent - very professional. After getting many estiminates for our new kitchen we chose to go with Pro-Tops because they had the best price for the granite top and backslash. There were no last minute charges or add ons for the installation or templates. The service was excellent. Installers were very professional and very neat. The installation went smoothly and completed in a timely manner. The sales representative Richard was very knowledgeable about helping us chose the right material for our kitchen. He also arrived on site to make sure everything was going smoothly. It was a pleasure to work with Richard and most important to have a quality granite top and backsplash at a very reasonable cost. Don’t shop around head to Pro Top Inc in Monroe, NC for quality service.

First counter top arrived with sinks cracked. They replaced with under mount sinks and the difference in price was $400 which they still owe me. We have emailed, called and emailed and we get absolutely no response. What we thought was going to be a very good ending did not go as we thought. I would not recommend as it appears they do not stand up to their word.

The experience with Pro-Tops was very disappointing. We had never had granite installed before so were newbies and that was obvious. We also met with two other companies. prior to Pro-Tops. Our first appointment with the salesperson was very professional as well as when we went to their warehouse where they have the stone. They were having a warehouse sale at the time so we were able to get a level 4 granite ( a beautiful pattern) for less than the price of a level 1. Another plus was the fact they have the stone in stock and turn around is 7-10 days. We decided to use our own sink which had recently been purchased and was an undermount sink. We took the paperwork for the sink with us and it was ok'd. That wasn't a problem, yet. The fellow who came to measure the template was very nice and professional but he asked me if the area above our sink (you might call this a "riser", which then becomes a bar) asked if this was suppose to be continuation of granite or tile. I did not know the answer to this because the salesperson never discussed it and I didn't know there was an option. It turns out the salesperson had measured this area for tile but had not communicated this to me or the template fellow. When the installers came to put in the granite they also did not know if was tile or granite which surprises me since they had the granite with them at this time. Serious lack of communication. When they installers came initially it turns out the area for the sink was measured and cut incorrectly and our sink would not fit. They put in as much of the granite as they could and I asked them to then comp us one of their sinks but it turned out that would not fit either. In the long run, it turns out our sink would not work at all and they did comp us a sink but we had to wait another 2 days for the new section to be cut and installed. I told the salesperson I could be available the next 2 days ( I work!). We never heard from them and I had to call to find out when they were coming and he gave a date which was 3 days later. I did not agree and they did come on the 2nd day option. But, I was then without a kitchen sink for 3 days. They also never told us that the connections to the sink/disposal should not be hooked up until 24 hours later. Another day without a sink. We were also suppose to have a hole drilled in our desk area to allow for computer cords. This was not communicated/done and thankfully I caught the installers before the left. In addition, I had called the office two times to ask questions and was told the salesperson would get back to me - never happened. To their credit, when I did call the salesperson directly he did respond. Also, the installers, although we had a language barrier, were pleasant and hardworking. When they were leaving they told me that support brackets would need to be put in under the bar to support the weight. I assumed this would be done by them as the other two companies we interviewed had included it and a google search shows this is the norm. So, now I'm trying to find a handyman who can do this properly and professionally so we have now not been able to use our new bar for 5 days. In addition, the delay in the installation of the granite caused me to put a hold on our tile installation and my fellow wasn't available for another week. As we are preparing to put our house on the market by a certain date (now not going to happen) this has increased our stress level significantly. The most disappointing factor in all of this was that not one single time did anyone offer an apology for the inconvenience. We understand that mistakes are made but nada from them. When I called the sales rep today (I was expecting a follow up call that never came to make sure the final installation went well) and told him our experience was disappointing he said, "I don't know what went wrong". Seriously???? I also told him that it would have been nice if someone had acknowledged the mistakes and apologized. He still did not offer an apology. Oh, did I mention the softball size hole they left in my drywall ( I expected normal dings and tears while having the old counter tops pulled out but not that) which is now an added expense and time. Plus: cost and local fabrication, final product looks great and I have a laundry sink as a back up and lots of paper plates. Minus: poor, poor customer service, cost of tile installation was several $100 overpriced and they use a subcontractor so we are chose not to use them for tile.

They were very prompt from beginning to finish. Darryl Price was our project manager. He helped us pick out the perfect granite for our needs in both the kitchen and master bath. The granite was delivered when promised, and installed in 1 day. The next day the tile team showed up when they said. They removed the old back splash and installed the new tile in 1 day. We are very happy with our new kitchen and bath.

Had a very positive experience choosing granite and dealing with sales person. Deal price was honored but additional countertop was fairly expensive. Installation went ok - workers very efficient. However, a few problems came up, including some dull spots on one of the countertops, that they could not solve. Also, they did their cuts in our front driveway and left shards of granite around that could have hurt someone. 
Overall this was a good but not great experience. The details matter and I'm not sure I would trust them for a larger installation.

unknown

This is the second time that we have used Protops.. we used them three years ago for a granite countertop for our Master Bath reno.  They were the choice of our contractor so that is how I found out about them.  We were so pleased with their end product and customer service that we chose them again without even looking anywhere else for our reno of two extra baths.
I dealt with Todd Garner, who made the whole process smooth and exceptional.  Todd is not only knowledgeable with renovations but also extremely calm and nice to deal with.  I highly recommend you request him to help you through the process, you won't be disappointed.   He made extra trips out to measure and mark where the cabinet should ideally be placed, etc.  He is so easy to talk to and kind.
The company is totally reliable and will go out of their way to follow up on all issues.  I will use them again for my kitchen redo and know that my final product will be what I wanted.  Plus, their costs are very reasonable (especially if you use the remnants in their yard that work great)..

They were timely and the price was good.  The technicians that came out to install it were capable of making changes on the fly.  They did a very good job.  Their price was competitive.  I am going to buy a vanity granite countertop from them.

It was a pleasure to deal with Ricardo and his crew; he was very knowledgeable and helpful to me in selecting the granite countertop. He communicated regularly with me via phone or email, and from start to finish, I had new countertops within a two-week period.  The installation crew was courteous and did a great job.

They did a good job. There were no problems. Everything went according to plan. They met their estimate. They came and they were efficient and seem to know what they were doing. The sink could have been a little bit better quality. They seem to be a little cheap.

They are a subcontractor for Carolina Quality Cabinets. They did well and cleaned up after themselves.

Went to the office and yard to to give the measurements and pick out the slab and sinks. After we agreed on a price they came out to do the exact measurements.
After the fabracation (approx 1 week) they removed the old counter top and installed the new one. Looks great and I'm very happy.

They worked with our budget and were flexible when we changed our minds about some details during the process. The sub-contractors they used were of the same cloth. Everyone was extremely nice and Pro-Tops made sure that we were completely satisfied before they asked for payment. We looked at several contractors at no one even came close.