Sadly, the management of Prostone has declined over the years. We contracted with ProStone to do the granite and sinks for a substantial kitchen remodel a little over two years ago, and the granite they sold us was spectacular. Until recently, had you asked me about this business, I would have recommended them wholeheartedly and in fact have done so over a dozen times to my friends and colleagues. However, a recent incident has led me to completely change my opinion of this business.
A few weeks ago, due to a defect in the sink they sold us, we discovered standing water under our cabinets. As the sink was defective, ProStone submitted a warranty claim for the sink and a week later a replacement sink was delivered to our house. Why they didn't deliver it to their facilities I do not understand, but since we both work, one of us had to take time off of work to stay home and meet the delivery man. In any event, another week goes by and after a couple of reminders, ProStone sends their crew to look at what work they will need to do to install our sink. Again one of us stays home from work in order to meet with them, and the crew tells us that management will be in contact to work out a date to install our sink. Yet another week goes where we do not have a functioning kitchen sink. At this point, I call ProStone to at least get a date on the calendar to install our replacement sink. They get back to me later that day and say if I can leave work early (again), they will do it that evening. I rush home and ... no one shows up at the scheduled time. After 30 minutes of waiting, I call them asking where the crew is and I'm told they're running late (obvious I suppose, but at least I knew they're coming eventually). So finally the crew arrives 45 minutes late (the same crew who originally looked at the job) and after 30 minutes, the sink is installed. Which, as an aside, led me to wonder why the crew didn't perform the install a week ago, since it was a 30 minute job and the exact same technicians were in my home the previous week to look at the job. In any event, the technicians call me over and point out they aren't licensed to do plumbing, and so while my sink has been installed, nothing works - no drain connection, the faucet isn't installed, and the disposal is not hooked up. In short, we now have to pay a plumber to finish the job, but at least we'll have a working sink. While I was starting to get a bit annoyed at this point, I was relieved to finally have the sink installed and since this was warranty work, I was still being extra patient and taking it in stride. I smiled, thanked the crew for their hard work, and they left.
Later that evening, I received an email with a bill from ProStone, thanking me for my patience and attaching a bill for $150 for the 30 minute job to replace the defective sink they sold me. And at that point, I lost my patience. It's one thing to deal with their numerous delays, no progress until I call to remind them I exist, I can deal with people running behind (even after I left work early) but when after all of that they tell me they charge $150 for a 30 minute warranty job to replace a defective sink that they sold me, it's too much. I tried speaking with management, thinking they would surely be willing to meet me halfway and reduce or drop this bill given the circumstances, but I received a standard reply simply reiterating the bill for $150.
So, buyer beware. When I had them do my kitchen remodel, they stocked some pretty granite and their prices were reasonable, which is why we purchased over $10,000 worth of granite from them to redo our kitchen. It makes me sad to write this, as we love our kitchen and planned to have them redo our bathrooms in the coming year, but it appears that management has truly gone downhill since we originally contracted with this company and I can no longer recommend them.
Sadly, the management of Prostone has declined over the years. We contracted with ProStone to do the granite and sinks for a substantial kitchen remodel a little over two years ago, and the granite they sold us was spectacular. Until recently, had you asked me about this business, I would have recommended them wholeheartedly and in fact have done so over a dozen times to my friends and colleagues. However, a recent incident has led me to completely change my opinion of this business.
A few weeks ago, due to a defect in the sink they sold us, we discovered standing water under our cabinets. As the sink was defective, ProStone submitted a warranty claim for the sink and a week later a replacement sink was delivered to our house. Why they didn't deliver it to their facilities I do not understand, but since we both work, one of us had to take time off of work to stay home and meet the delivery man. In any event, another week goes by and after a couple of reminders, ProStone sends their crew to look at what work they will need to do to install our sink. Again one of us stays home from work in order to meet with them, and the crew tells us that management will be in contact to work out a date to install our sink. Yet another week goes where we do not have a functioning kitchen sink. At this point, I call ProStone to at least get a date on the calendar to install our replacement sink. They get back to me later that day and say if I can leave work early (again), they will do it that evening. I rush home and ... no one shows up at the scheduled time. After 30 minutes of waiting, I call them asking where the crew is and I'm told they're running late (obvious I suppose, but at least I knew they're coming eventually). So finally the crew arrives 45 minutes late (the same crew who originally looked at the job) and after 30 minutes, the sink is installed. Which, as an aside, led me to wonder why the crew didn't perform the install a week ago, since it was a 30 minute job and the exact same technicians were in my home the previous week to look at the job. In any event, the technicians call me over and point out they aren't licensed to do plumbing, and so while my sink has been installed, nothing works - no drain connection, the faucet isn't installed, and the disposal is not hooked up. In short, we now have to pay a plumber to finish the job, but at least we'll have a working sink. While I was starting to get a bit annoyed at this point, I was relieved to finally have the sink installed and since this was warranty work, I was still being extra patient and taking it in stride. I smiled, thanked the crew for their hard work, and they left.
Later that evening, I received an email with a bill from ProStone, thanking me for my patience and attaching a bill for $150 for the 30 minute job to replace the defective sink they sold me. And at that point, I lost my patience. It's one thing to deal with their numerous delays, no progress until I call to remind them I exist, I can deal with people running behind (even after I left work early) but when after all of that they tell me they charge $150 for a 30 minute warranty job to replace a defective sink that they sold me, it's too much. I tried speaking with management, thinking they would surely be willing to meet me halfway and reduce or drop this bill given the circumstances, but I received a standard reply simply reiterating the bill for $150.
So, buyer beware. When I had them do my kitchen remodel, they stocked some pretty granite and their prices were reasonable, which is why we purchased over $10,000 worth of granite from them to redo our kitchen. It makes me sad to write this, as we love our kitchen and planned to have them redo our bathrooms in the coming year, but it appears that management has truly gone downhill since we originally contracted with this company and I can no longer recommend them.