I had a difficult time deciding how to rate Pro-Loc. Overall we are very happy with the quality of work provided. However, the customer service that we received was pretty poor. For this reason I have not continued the trend of perfect 10 star ratings for Pro-Loc.
Our patio was a small job. I suspect that this is why we were treated like a less important customer than some of the reviews that we have read. When we first booked the job, we were told that our patio would be installed in the first week of July. Obviously weather, add-ons to earlier jobs, etc could push this out, so we expected a 1-2 week delay.
The first week of July came and went with no contact from Pro-Loc. After two weeks, I contacted the rep that we had signed with (Paul) and was told that our job was delayed another 1-2 weeks. This time frame came and went as well. I found that I had to contact Pro-Loc for updates, they did not contact me proactively to let me know what was going on.
After 6 weeks, I contacted the company directly and got in touch with Alex. He told me that the delay would be another 1-2 weeks and reminded me that he was losing money on the delays and assured me that my job was not the only delayed job. Looking at the 10/10 ratings they have been getting all summer on larger jobs, I would be surprised if that were actually the case.
Within a few days, Alex contacted me to tell me they would be starting the job that week. I was thrilled and stayed home from work to be available. No one showed up and no one called. The next day, same thing. After getting in touch with him, Alex told me that they'd start the next day (Saturday). I woke up to find Alex hard at work with 3 young guys in the backyard. This was nice to see, obviously he was working a weekend so we appreciated that.
Monday came, some bricks were missing so the job was delayed again. On Weds when they were able to get back to work, 3 guys showed up - Not Alex or Bill. At the end of the day, one of the guys came to the door to collect our payment. We did not see or hear from Alex or Bill again, or anyone at Pro-Loc for that matter. I was expecting maybe a follow up call or something, after all of that delay and after handing our money over to some random employee, but nothing.
So overall, yes we're happy with the job, but no we're not happy with the experience.