Coleman Floor Company

Coleman Floor Company was used by my builder and my house was build approximately months ago From day one on our final walk-through we noticed that the attention to detail was just not there: Transitions from tile to hardwoods were installed on the wrong side of the door jams (not under the door side), nails to hold carpet on stairs were left to pull out and be stepped on, grout was missing in several locations etcThe company was fairly responsive when we asked for them to come out and fix the problems (Al was a GREAT wealth of knowledge) however there installers (most, not all), were completely unprofessional They always left huge messes for us to clean up, on four separate occasions they failed to bring a piece of tile when it was their only job to bring that tile so they could install it They put grout at the junction of the horizontal and vertical tiles, and it all cracked and fell out, they didn't show up to their appointments, they showed up to their appointment hours early and got angry when I told them they could come back at the appointment time because my son was sleeping (and never came back), they showed up for appointments on the WRONG DAY and got angry when I told them they got the day wrong and would have to come backI would say they had to come out to our house no less than times to fix problemsI am not rating them one star because of this however, new houses require touch up work to be completed as everything settles I am rating them one star because their customer service is HORRIBLE, actually it is non-existent! I had to take several days off of work to allow them to complete the repairs, at least two of those days they never showed up I asked to be compensated for my time, and was ignored for several months The sales rep simply ignored my repeated requests I finally developed what I thought would be a fair compensation, I would have a small entryway added in the basement (remove carpet, add tile), they would cover the labor and I would buy all materials from them They balked at the notion and when MrFlowers, the manager, got involved, he said they would give me a $gift card to any store I desired, and 10% off of the material Each day I took off work cost me at least $They are getting rated negatively because they have absolutely NO concept of customer service They continually made mistakes and their installers were exceptionally unprofessional, yet they were unable to engage with me on a reasonable solution that was equitable I would highly recommend that you go with any other flooring company if you value your money and time

Review: My husband and I are nearing the final stage of a home purchase through [redacted], a national home builder in the Culpeper, VA community called Three Flags. We met with the Sales Associates and discussing our dream home, toured the model home and the community, and explained our finances.

We signed the initial purchase paperwork on November 11th and were expected to meet with Trinity Wiring and Coleman Floor Company, the wiring and floor contractors, within 30 days. We were told that they would be contacting us in a few days. After not hearing from Coleman for several days, my husband reached out to the [redacted] Community Sales Associates with concern. The Thanksgiving holiday was approaching and he knew that businesses closed for several days.

Perhaps feeling the pressure from [redacted], Kathleen F[redacted] from Coleman contacted us and we set up an appointment for December 12th, one day past our deadline. Thankfully, [redacted] gave us the day as a grace period.

We met with Melanie McLaughlin at Coleman’s Stafford location. There were a number of decisions that we had to make regarding flooring and tile options for the whole house. Among them was an engineered hardwood made by [redacted] called Maple Silver Shade. The sample piece provided in the store consisted of four cut slats placed together in a 2’x2’ square. We thought the sample was beautiful and decided to have the foyer, living room, ½ bath, and family room finished with it. There were some slight scratches on two slats of the hardwood, but I didn’t think too much about it because the scratches were not deep and the sample wasn’t covered in them. We took a bunch of pictures of the samples while we were there.

The production crew for [redacted] at Three Flags has been in regular contact with us once they broke ground. My husband receives texts and calls once a week on the progress. A few weeks ago, they told us that the floors were in.

We drove out to the house to see our new floors on March 20th. I was totally shocked. It looked nothing like the sample we saw in the store. There are scratches on every single slat that cut deep into the wood. It looks as though a wild animal clawed each slat of wood. Thinking that the hardwood was damaged, we contacted the production crew and Coleman. My husband spoke with one of the production crew that next day and she came out and looked at the floors. She said that flooring looked like it was properly installed and not damaged. He explained to her that the sample we were provided with didn’t look like that and sent her the same images that we saved from the flooring appointment. She reminded him that [redacted] has a firm rule of 60 days from signing for any changes to the home. After that, nothing can be changed, but she said that she would see what our options were.

Melanie from Coleman indicated via email some days later that the product we chose was a hand-scraped from the factory. This information was never disclosed before our purchase. Another member of the production crew spoke with Phil D[redacted], Coleman’s production manager and asked him to check out our newly installed floor. We received a call from Phil a few days later. We voiced our concerns and he said he would call us back early the following week after talking with his managers. After not hearing back from Phil when he said we would, we reached out to him again. Phil explained that Coleman was not willing to do anything about our floor because they installed the product per the contract.

I’m filing this complaint because Coleman Floor Company didn’t provide us with a sample that accurately reflects the product being purchased. Coleman also failed to disclose all of the information about the product prior to the purchase.Desired Settlement: Ideally we want our flooring replaced. However, we know Coleman Flooring Company is simply unwilling to do this. This company needs to be held accountable for showing customers accurate product samples. It is only reasonable that the customer should know what to expect after making a major purchase. All sales representatives should be transparent with customers with all product information. That is reasonable. We do hope that this complaint will prevent this from happening to anyone else.

Coleman Floor Company was used by my builder and my house was build approximately 14 months ago. From day one on our final walk-through we noticed that the attention to detail was just not there: Transitions from tile to hardwoods were installed on the wrong side of the door jams (not under the door side), nails to hold carpet on stairs were left to pull out and be stepped on, grout was missing in several locations etc...
The company was fairly responsive when we asked for them to come out and fix the problems (Al was a GREAT wealth of knowledge) however there installers (most, not all), were completely unprofessional. They always left huge messes for us to clean up, on four separate occasions they failed to bring a piece of tile when it was their only job to bring that tile so they could install it... They put grout at the junction of the horizontal and vertical tiles, and it all cracked and fell out, they didn't show up to their appointments, they showed up to their appointment hours early and got angry when I told them they could come back at the appointment time because my son was sleeping (and never came back), they showed up for appointments on the WRONG DAY and got angry when I told them they got the day wrong and would have to come back...
I would say they had to come out to our house no less than 15 times to fix problems.
I am not rating them one star because of this however, new houses require touch up work to be completed as everything settles. I am rating them one star because their customer service is HORRIBLE, actually it is non-existent! I had to take several days off of work to allow them to complete the repairs, at least two of those days they never showed up... I asked to be compensated for my time, and was ignored for several months. The sales rep simply ignored my repeated requests. I finally developed what I thought would be a fair compensation, I would have a small entryway added in the basement (remove carpet, add tile), they would cover the labor and I would buy all materials from them. They balked at the notion and when Mr. Flowers, the manager, got involved, he said they would give me a $25 gift card to any store I desired, and 10% off of the material... Each day I took off work cost me at least $500...
They are getting rated negatively because they have absolutely NO concept of customer service... They continually made mistakes and their installers were exceptionally unprofessional, yet they were unable to engage with me on a reasonable solution that was equitable. I would highly recommend that you go with any other flooring company if you value your money and time.