ComplaintsforProMart USA Inc

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired this company for a kitchen remodel. I apod them $12,000 dollars they started the job april 30th, job was due May 21st early june I havent heard back from them. Called many time and ***** hang up the phone qll the times

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered from ProMart a shower online on May 24, 2023. I noticed that three weeks later my order had still not shipped so I sent an email to their customer service on June 14 requesting an EAT, but I never recieved a response. I went out on vacation and upon my return on 07/24 I called ProMart to get an update since I still had not received the shower. I was transfered to their Manager "******" who told me that they were not going to be able to ship the shower given that their shipping cost had increased dramatically. I was disappointed on the lack of communication from ProMart but I understood the business necessity. ****** promised me a refund within 3-5 business days. On Sep 12 I sent another email to their customer service **** asking for an update on my refund. I also followed up with a phone call that same day. The lady on the customer service dep (********) told me that her manager was out of the office but that I would get a call back as soon as he returned. I never received a phone call or refund. Todaym 10/10 I submitted another email and I called their customer service **** again. I was told the same information. ********, the customer service rep, informed me that her manager was out of the office for lunch and that she would have him call me upon his return. I am frustrated and upset with the lack of professionalism from this company. I need to get my money back from them and it seems like they are just playing with me.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 25 of August I hired ProMart USA to remodel my kitchen, I spoke with ******** at lantana location she urged me to finance $15,000 with synchrony bank to do the kitchen. I told her that Im looking to replace cabinets, relocate fridge and granite countertops she assures me it will take no longer than 1 week to complete and that I will pay $8084 upfront and the remaining when they started the countertop and sink. They started and completed the demolition on September 5th with one guy he return on 9/7 & 9/8 to start installation of the cabinets by himself and he return on 9/10 to do more work on cabinets! Cabinets still not completed. On 9/11 *********************** came out to do the measurements for the countertop and on 9/14, 9/18, 9/20 ******* the cabinet guy still havent finished the cabinet he was missing cabinet glass doors and crown molding for top of cabinets. I believe the week of 9/11 the last time I spoke with ******** she had wanted $2000 more for the countertop which I was upset with because at the time of the agreement she did not disclose to me, she never again answered my calls or text. And on 9/12 the full amount of $14,634 was charged on the card. The cabinets are not finished and the countertops not yet started. I called ****** that works there she told me the countertops will be installed on 9/22 am, no one called or showed up I called at around 12 or 1 she told me there was some discrepancies and that they will show up on 9/23 am, again no call no show, I called and text ***** no ans, I call and text ***** again on 9/24 still no response. On Monday today 9/25 I called ************** told her that no one showed up she told me they will be there at 12, they came at 2:30 with the wrong countertop which they say was porcelain I had advised them not to installed. I spoke to ***** today and he will not help and said thats what I paid for. Its going a month and I have no kitchen, no sink no countertops I am washing dishes in my garage and I have a family of 5, HELP

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a sink. Was not what I expected, so chose to return it. Contacted the company per their return instructions. Received an email stating they would send shipping return label. Did not receive it so tried to contact them. Called every day for a week straight and they never answered the phone. Sent emails every day for 3 weeks with no response. Their return window is 15 days so at that point I new this would never be resolved, which of course was not.

  Business response

  10/02/2023

  Refund has been issued to the customer; however we have been having issues with customers not returning items for items they may or not may have ordered.  We are refunding the customer as courtesy because on most we refund the customer, and the merchandise is never mailed back to our store even if we provide a free shipping label.   We have provided the customer a shipping label to return the merchandise and also refunded the customer's money.   

  Thanks

  Customer response

  10/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted for new kitchen cabinets, countertop, sink, lehmans drawer, bathroom countertop. I signed the contract and was told the work would be completed in 10 days. IT took them 2 weeks to come out after they demolished the old counter top and cabinets. They left the house with a water leak that went all over my kitchen floor. There has been virtually no communication the and we have spent now 8 weeks trying to complete this job. We have no dishwasher re-installed, no ice to the refrigerator and out microwave was not re-installed and left on the floor. Huge inconvenience to me and my family but they simply dont care. The bathroom counter top they installed last week doe not match the counter top for the kitchen so they used a remnant piece to make more money. They continue to to send me invoices for additional items not originally contracted for and ask me to pay up front or they will not complete any additional work.

  Business response

  08/03/2023

  We apologize for any inconvenience caused, however we have communicated to the customer the process in which their kitchen was to be installed.  We explained that deadlines are contingent upon availability of materials, availability of the customer being home, timely updates or changes, and proper tender of merchandise  agreed upon in regard to the original installation contract.  We strive to improve on our process and provide our customers with outstanding customer service as well as proper an timely communication about their projects.  Our procedure when referring to the installation process it such that all materials, merchandise associated with each installation must be paid before entering the home.   

  Also, before we begin each installation we provide our customers with a copy of the installation contract and procedure, therefore to remove any ambiguity.  It is unfortunate such a complaint has been made when we as a company have consistently accommodated the customer outside their original installation agreement.  Such accommodations would be not charging the customer for items that cost more outside of the original agreement when changed by the customer.  Such changes may cause a delay to the original installation timeline, which was communicated to the customer via email, text, and phone.  We verbally apologized, and consistently accommodated the customer by answering each call and going out to the customers home to solve any issues.   

*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. ↩