I have used Coles Fine Flooring on three separate occasions and each time they have been very punctual, friendly and very helpful with my needs. I highly recommend them.
August 11, 2014
RE: [redacted] & [redacted]
Complaint #[redacted]
This letter is in regards to the complaint # [redacted] filed by [redacted]. The flooring installation was quoted to the customer for a larger amount of carpeting than what he thought was right. He...
told the salespeople [redacted] and [redacted] that it could be done for less and the closet pieced together. On July 2, 2014, the date of installation, the installer confirmed that the ori[redacted]l quantity of carpet was accurate and the amount he had would not be enough to install the closet. On that date at 11:01 [redacted] called and spoke to Mrs. [redacted] and informed her there was not enough carpet to do the closet. Her options were to leave the closet undone or order an additional 12 x 3.5 piece of carpet in order to do the closet. She was quoted $234.78 for the additional material and was not charged for the extra trip out to install which should have been an additional $150.00. She authorized [redacted] to order the additional piece of carpet.
The carpet was installed in the closet on July 7, 2014 without incident. On July 14, 2014 we received a phone call from Mr. [redacted] that said he did not believe he should pay for the additional carpeting. We explained that the additional carpet was authorized by his wife. At that time he said he felt he should not have to pay.
Coles has offered to refund him the $234.78 if we remove the carpet from the closet. Mr. [redacted] declined the offer.
Thank you,
[redacted]
Customer Service Supervisor
Coles Fine Flooring
The entire team, from Dave V. who took measurements and received or order, to the crew that installed the carpet, were courteous, knowledgeable, skilled and very considerate. We were very happy with the whole experience as well as the work itself, which was top-notch.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Show me the Company document that states that my Dyson or any Dyson voids my warranty on this particular carpet. Your inspector even said I could use it with suction only. I don’t want it repaired because I was informed by a certified inspector that it would be worse. Will the company admit that they didn’t install the carpet properly. Set the Dyson aside. Was the carpet installed properly? The answer is NO. Were the CRI guidelines followed? What happens if CRIs are ignored by a company? This may be best settled in court if the company will not take care of me the customer. There is no correspondence where the company empathizes with me as a dissatisfied customer. This is fastest they have responded to any of my concerns. I want to hear from someone higher than Ms. Gonzalez or her manager because I’ve already spoken to both of them with no resolution.
Regards,
[redacted]
We used Coles Fine Flooring years ago and we were very happy with their service. We used them again to provide all the flooring for our three bedroom condo.
Joanna D. was professional and attentively listened to the criteria for the carpeting in my home. Her suggestions were spot-on which made the selection process easy and stress free. Many thanks for such a pleasant experience!
[redacted] is delightfully friendly and listens carefully. Her surveyor quickly measured our rooms and instantly created accurate floor plans. Coles's material suppliers have troubles: One delivered substitute material and the other is a week late. But overall this purchase has been successful and will upgrade our house nicely.
On the day of installation the wrong material was sent out
to your home. This was identified, rectified and the correct material was
installed. There was never a guarantee of the installation date as that is
subject to material availability and third party distributors to...
provide said
material. Your stairnoses were custom made to match the flooring installed and
that is why they took longer to arrive.
Your concern about the unevenness of your stair is
structural. [redacted] does not perform structural repairs or changes which is
clearly stated in the contract. [redacted] made an offer to you as a customer
courtesy to do the following on 11/26 after the inspection had been done. [redacted]
offered to remove the flooring from the stair so that you may have the
structure of your stair changed by a contractor. [redacted] would reinstall the
flooring on the stairs at no charge after your contractor has finished. This
offer is being extended to you again and will remain available for 30 days from
today.
[redacted] has received your chargeback request from your credit
card company that you request $1000 be returned to you. Both the request
through the credit card for $1000 and this request through the Revdex.com for $500 are
declined.
Please contact me if you chose to take advantage of our customer
courtesy offer.
Thank you,
[redacted]
Customer Service
Supervisor
[redacted] Fine Flooring
[redacted]
Phone 619-276-5140 ex [redacted]
Fax 619-275-2330
Once again, Coles Fine Flooring has offered exceptional service and a high quality product for our home. From the patient and helpful professional guidance from [redacted] in the showroom to [redacted]'s excellent installation, we could not be happier with our beautiful new stair carpeting!
First time in Coles can be overwhelming with the selections they have, whether it is carpet, wood flooring, rugs, etc. Ken K was excellent to work with and he surprised me with his great sense of humor. I was looking for carpet and reengineered wood and Ken was very helpful in his suggestions. Selecting the carpet for the guest bedroom was fairly simple because I fell in love with a particular PATTERN and just went for it! I did not go looking elsewhere. For the other two areas (small bedroom and master closet) I selected from their large inventory of remnants. Ken was so patient in helping me decipher the invoices, which were very confusing to me, and helpful when I visited the store and on the phone several times. The installation team was awesome - Gino, Michelle and Fabian! Had a small snafu with the wrong remnant but Michelle got on the phone with Ken and it was quickly resolved (thank goodness for cell phones and photos)! My floors are B E A U T I F U L !! Thanks to all of you at Coles for your fine service!
Joanna was very knowledgable about the carpet selections as well as the different options for binding, and pads. Everything was done quickly and as promised. Even the delivery guys were great. And, they vacuumed the carpet before they left.
Please see attached response.
Thank you,
rgb(255, 255, 255);">[redacted]
Coles Fine Flooring
[redacted]
Phone [redacted] ex [redacted]
Fax [redacted]
Ms. [redacted],You spoke to customer service on 10/31/2015 and said you had wanted to have the floor caulked between the laminate floor and the wall to prevent ants from coming in. You also did not want to have the top of the baseboard caulked but expected it to be flush against the wall. You made the installers remove the caulking at the top of the baseboards. You wanted the baseboards to be removed and sanded so that you could repaint them. That is not a service Coles provides. You elected to have your existing baseboards removed from the wall and reinstalled after the new floor was in. The other option would have been to purchase new baseboards to install which would have been easier for you to paint. When you spoke to customer service you demanded a credit. [redacted] in customer service said that she would have to have the floor inspected to assess the situation. She scheduled the inspection for 11/3/15. [redacted] inspected the floor on 11/3/15. He explained that the removal and reinstallation of your baseboards had been done properly. The floating laminate floor cannot be caulked between the end of the floor and the wall under the baseboard because it needs to have the expansion gap. Filling that gap would cause the floor to fail in the future. The tops of the baseboard had been caulked as they are supposed to be done after installation but you made the installers remove it and did not want it redone. Seeing as the work had been done properly and the inspector thought you grasped the situation as he explained it to you the file was closed. You have not attempted to contact Coles since. This Revdex.com complaint and threat to use social media is the first that we are being told you did not understand what he explained to you. You have not attempted to contact Coles since the inspection was done. Per this complaint you have removed and reinstalled your own baseboards improperly after the inspection was done. Coles cannot be held liable for your baseboards not lying properly since you did this yourself. If you did caulk your floor between the ends of flooring and the wall we cannot be held liable for your floor failing in the future as would be expected if that has been done. The amounts of money you are demanding are disproportionate to what you paid for the service that you are unsatisfied with. The removal and reinstall of the baseboards was $153.40 yet you are demanding $342. If you choose to complain on social media if we do not give you money that would be very disappointing however we will not be offering any refund as all services were done properly. We do offer to come back and remove the baseboards so that you can sand and or paint them as you see fit. We will reinstall them and caulk the tops as they should be at no additional charge. Please contact [redacted] the [redacted] at [redacted] if you would like to arrange the additional work.
Ms. [redacted],
You were never charged for caulking the flooring to the wall nor was there an agreement made to have that done. It is not something that can be done as it would cause the floor to fail. If you have questions about your bill please contact me and I can review it with you. Caulking the top of the baseboard is done during every baseboard installation as it is the proper way to finish a baseboard. We are still willing to remove your baseboards so that you may sand and paint them and we will rehang them at no charge. You were never contacted after [redacted] inspection because he addressed your questions and he thought you understood what he had explained to you.
--
Thank you,
[redacted]
Coles Fine Flooring
[redacted]
Phone [redacted] ex [redacted]
Fax [redacted]
September 16, 2014
[redacted] 7th Ave
San Diego CA 92103
This letter is in regard to the complaint # [redacted] filed
by [redacted]. The carpeting was installed on June 30, 2012. Coles has
inspected the carpeting three times since the installation for pulled tufts.
The first...
inspection was on December 31, 2012. There was a single tuft pulled
in the middle of the field, this tuft was trimmed. At that time the inspector
noticed Mr. [redacted] was using a Dyson. He informed him that the use of a Dyson
voids his warranties because it pulls out yarns.
Coles was contacted again and inspected the flooring on June 11, 2013. This time it was for fraying at the transition to tile. An installer re-glued the carpeting at the transition to tile on June 23, 2013. The customer was still using the Dyson and was again told that use of it voids the warranties.
Coles was contacted again and inspected the flooring on April 30, 2014. This time it was for a seam being too visible and tufts pulling at the seam. After the inspection it was agreed that Mr. [redacted] would hire an independent inspector. If the findings were there was a defect in the carpet or a deficiency in the installation Coles would reimburse him for the inspection as well as assist with remedying the problem. This was done despite the fact that Mr. [redacted] had been informed on numerous occasions that using the Dyson was damaging the carpet and voided his warranties.
The inspector’s report that was provided was considerably lacking in the standard inclusions that are required from a certified inspector. The inspector did not include the data required to indicate proper tuft binding or his methods of testing. He also did not provide any pictures of the inspection findings and did not address the Dyson vacuum cleaner contributing to the problems occurring. His findings were that there was not enough latex used at the seams.
In an email dated July 1, 2014 we informed Mr. [redacted] that if he provided Coles the invoice for the inspection we would issue a check for reimbursement and that we could schedule a crew for the repair. Mr. [redacted] provided Coles the invoice and a check was issued on July 17, 2014. A voicemail was left for Mr. [redacted] on July 21, 2014 and July 25, 2014. Mr. [redacted] has not contacted Coles to schedule the repair work.
Coles offer is to repair the seams and the transitions to tile with additional latex. This offer is open until September 30, 2014. This offer is being made despite the fact that Mr. [redacted] has been informed repeatedly that his warranties are all voided because of the continued use of the Dyson vacuum cleaner. Coles will not be refunding any money on the original installation.
Thank you,
[redacted]
Customer Service Supervisor
Coles Fine Flooring
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The facts you present are not complete. Please review my first letter.
When I sat down with the sales person [redacted] to complete the purchase I asked her if they could caulk from the floor to the wall to deter ants. She says yes this could be done for an additional fee. I was charged this fee.
I was told after the fact that this was not done because of the expansion. I understood and asked them to remove the caulking. Caulking cracks over time.
The mistake was done on your sales persons end not mine. If this had been explained up front I would have not allowed them to caulk at all. Your company uses caulking to hide the flaws and damage removing baseboard can make if not done delicately. Which then did not.
After the install on Oct 17, I called the sales person, [redacted]. She informed me she did not handle anything after installation and would have customer service call. They did not. I called again after waiting almost 2 weeks. This is the call on Oct. 31 you refer to in your letter.
My conversation with Mr. [redacted] is as follows - He understood what I needed done moving forward. He said he would do the work himself. He also said (and I quote) "I will have customer service call you sooner than later to schedule."
And so I waited... I filed with the Revdex.com.
Not until I email Coles yesterday to tell them I filed with the Revdex.com, did I receive this response. Of which you still don't seem to comprehend or acknowledge.
I was charged for something I didn't want. The mistake falls with Coles and the sales person. She gave me false information telling me they could caulk the wall to floor.
From the beginning my experience with Coles customer service has been unprofessional. Waiting weeks for a response, only to receive one by contacted them. I have not been able to function with my office furniture and computer in disarray. It has cost me valuable time with my clients. I own 3 businesses and would never think of not responding to a clients in a timely manner and be concerned with their needs. Coles has failed miserably.
Purchased date 9/21/15
Original installation date - 9/25/15
Cancelled by Coles soonest reset for 19/17 I had removed my furniture for the 9/25 install date.
I called sales person same day or Monday. Was told Customer service would call.
I called again 10/31
[redacted] 11/3
Not until now has Coles responded.
And you think its not proportional? This is now Coles takes responsibility for their error?
I asked that this issue is reviewed by higher management.
We have been very pleased with out purchases from Coles. Noel has been more than helpful with the process from choosing tile/wood flooring, to ordering, to delivery and installation. She is very knowledgeable regarding their inventory and advice on what would work best with our home needs, as well as our purchases for my mother's home in the same area.
Please see attached.
Mr. [redacted],Coles has had a number of conversations with you, exchanged
letters and emails as well as a number of trips out to address every single one
of your concerns. We have been made aware by the crew chief Carlos that you
informed him it is your practice to...
complain about all work you have done in
your home until the company finishes your project and provides you a check. Coles
is not willing to do this. We have completed your floor per the contract and
given you numerous discounts along the way. Please see the information in the
last letter sent to you which I have included below.“This is in response to your letter dated April 13, 2015 in
which you request additional money be refunded to you. We are sorry that you do
not feel that your installation went as smoothly as expected and that you
erroneously thought the product you had selected was polyurethane finished. You
were made aware that the product was oil finished prior to installation and you
elected to have the floor installed. Coles has given you many monetary
accommodations during the process of this installation. We waived the tax,
provided a 10% material discount, upgraded you from Sika Glue to Sika 2 in 1
Moisture Barrier and Glue at no additional charge and did not charge you the
$80 per hour for your floor preparation. In all you received $1138.85 in
discounts. We have made all repairs that you have requested and provided you
with the oil refresher for your floor. After reviewing all of this information
Coles is respectfully denying your request for additional refunds.”Coles has completed the work for the floor you selected and
signed the contract for. We are not willing to renegotiate your contract after
the fact and will not be issuing any refunds.
We recently visited the Coles Flooring Center at MCAS Miramar and the first employee we spoke with was Katie B. She provided excellent customer service and when the initial wood we ordered was no longer in stock she diligently worked to obtain several additional samples and colors in an effort to ensure we had the color closest to what our initial selection was. Once installed the floor looked absolutely outstanding and I would recommend anyone planning on removing carpeting and installing wood floors to contact Katie B., and I am certain she will absolutely not stop until you are 100% satisfied.
My entire experience from Dennis in sales, to the guy who came to measure (forgot his name) to my installers Tony and Marlon was positive.
I have used Coles Fine Flooring on three separate occasions and each time they have been very punctual, friendly and very helpful with my needs. I highly recommend them.
August 11, 2014
RE: [redacted] & [redacted]
Complaint #[redacted]
This letter is in regards to the complaint # [redacted] filed by [redacted]. The flooring installation was quoted to the customer for a larger amount of carpeting than what he thought was right. He...
told the salespeople [redacted] and [redacted] that it could be done for less and the closet pieced together. On July 2, 2014, the date of installation, the installer confirmed that the ori[redacted]l quantity of carpet was accurate and the amount he had would not be enough to install the closet. On that date at 11:01 [redacted] called and spoke to Mrs. [redacted] and informed her there was not enough carpet to do the closet. Her options were to leave the closet undone or order an additional 12 x 3.5 piece of carpet in order to do the closet. She was quoted $234.78 for the additional material and was not charged for the extra trip out to install which should have been an additional $150.00. She authorized [redacted] to order the additional piece of carpet.
The carpet was installed in the closet on July 7, 2014 without incident. On July 14, 2014 we received a phone call from Mr. [redacted] that said he did not believe he should pay for the additional carpeting. We explained that the additional carpet was authorized by his wife. At that time he said he felt he should not have to pay.
Coles has offered to refund him the $234.78 if we remove the carpet from the closet. Mr. [redacted] declined the offer.
Thank you,
[redacted]
Customer Service Supervisor
Coles Fine Flooring
The entire team, from Dave V. who took measurements and received or order, to the crew that installed the carpet, were courteous, knowledgeable, skilled and very considerate. We were very happy with the whole experience as well as the work itself, which was top-notch.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Show me the Company document that states that my Dyson or any Dyson voids my warranty on this particular carpet. Your inspector even said I could use it with suction only. I don’t want it repaired because I was informed by a certified inspector that it would be worse. Will the company admit that they didn’t install the carpet properly. Set the Dyson aside. Was the carpet installed properly? The answer is NO. Were the CRI guidelines followed? What happens if CRIs are ignored by a company? This may be best settled in court if the company will not take care of me the customer. There is no correspondence where the company empathizes with me as a dissatisfied customer. This is fastest they have responded to any of my concerns. I want to hear from someone higher than Ms. Gonzalez or her manager because I’ve already spoken to both of them with no resolution.
Regards,
[redacted]
We used Coles Fine Flooring years ago and we were very happy with their service. We used them again to provide all the flooring for our three bedroom condo.
Joanna D. was professional and attentively listened to the criteria for the carpeting in my home. Her suggestions were spot-on which made the selection process easy and stress free. Many thanks for such a pleasant experience!
[redacted] is delightfully friendly and listens carefully. Her surveyor quickly measured our rooms and instantly created accurate floor plans. Coles's material suppliers have troubles: One delivered substitute material and the other is a week late. But overall this purchase has been successful and will upgrade our house nicely.
On the day of installation the wrong material was sent out
to your home. This was identified, rectified and the correct material was
installed. There was never a guarantee of the installation date as that is
subject to material availability and third party distributors to...
provide said
material. Your stairnoses were custom made to match the flooring installed and
that is why they took longer to arrive.
Your concern about the unevenness of your stair is
structural. [redacted] does not perform structural repairs or changes which is
clearly stated in the contract. [redacted] made an offer to you as a customer
courtesy to do the following on 11/26 after the inspection had been done. [redacted]
offered to remove the flooring from the stair so that you may have the
structure of your stair changed by a contractor. [redacted] would reinstall the
flooring on the stairs at no charge after your contractor has finished. This
offer is being extended to you again and will remain available for 30 days from
today.
[redacted] has received your chargeback request from your credit
card company that you request $1000 be returned to you. Both the request
through the credit card for $1000 and this request through the Revdex.com for $500 are
declined.
Please contact me if you chose to take advantage of our customer
courtesy offer.
Thank you,
[redacted]
Customer Service
Supervisor
[redacted] Fine Flooring
[redacted]
Phone 619-276-5140 ex [redacted]
Fax 619-275-2330
Once again, Coles Fine Flooring has offered exceptional service and a high quality product for our home. From the patient and helpful professional guidance from [redacted] in the showroom to [redacted]'s excellent installation, we could not be happier with our beautiful new stair carpeting!
First time in Coles can be overwhelming with the selections they have, whether it is carpet, wood flooring, rugs, etc. Ken K was excellent to work with and he surprised me with his great sense of humor. I was looking for carpet and reengineered wood and Ken was very helpful in his suggestions. Selecting the carpet for the guest bedroom was fairly simple because I fell in love with a particular PATTERN and just went for it! I did not go looking elsewhere. For the other two areas (small bedroom and master closet) I selected from their large inventory of remnants. Ken was so patient in helping me decipher the invoices, which were very confusing to me, and helpful when I visited the store and on the phone several times. The installation team was awesome - Gino, Michelle and Fabian! Had a small snafu with the wrong remnant but Michelle got on the phone with Ken and it was quickly resolved (thank goodness for cell phones and photos)! My floors are B E A U T I F U L !! Thanks to all of you at Coles for your fine service!
Outstanding customer service by Katie Barajas. Great quality, prices and huge selections.
Joanna was very knowledgable about the carpet selections as well as the different options for binding, and pads. Everything was done quickly and as promised. Even the delivery guys were great. And, they vacuumed the carpet before they left.
Please see attached response.
Thank you,
rgb(255, 255, 255);">[redacted]
Coles Fine Flooring
[redacted]
Phone [redacted] ex [redacted]
Fax [redacted]
Ms. [redacted],You spoke to customer service on 10/31/2015 and said you had wanted to have the floor caulked between the laminate floor and the wall to prevent ants from coming in. You also did not want to have the top of the baseboard caulked but expected it to be flush against the wall. You made the installers remove the caulking at the top of the baseboards. You wanted the baseboards to be removed and sanded so that you could repaint them. That is not a service Coles provides. You elected to have your existing baseboards removed from the wall and reinstalled after the new floor was in. The other option would have been to purchase new baseboards to install which would have been easier for you to paint. When you spoke to customer service you demanded a credit. [redacted] in customer service said that she would have to have the floor inspected to assess the situation. She scheduled the inspection for 11/3/15. [redacted] inspected the floor on 11/3/15. He explained that the removal and reinstallation of your baseboards had been done properly. The floating laminate floor cannot be caulked between the end of the floor and the wall under the baseboard because it needs to have the expansion gap. Filling that gap would cause the floor to fail in the future. The tops of the baseboard had been caulked as they are supposed to be done after installation but you made the installers remove it and did not want it redone. Seeing as the work had been done properly and the inspector thought you grasped the situation as he explained it to you the file was closed. You have not attempted to contact Coles since. This Revdex.com complaint and threat to use social media is the first that we are being told you did not understand what he explained to you. You have not attempted to contact Coles since the inspection was done. Per this complaint you have removed and reinstalled your own baseboards improperly after the inspection was done. Coles cannot be held liable for your baseboards not lying properly since you did this yourself. If you did caulk your floor between the ends of flooring and the wall we cannot be held liable for your floor failing in the future as would be expected if that has been done. The amounts of money you are demanding are disproportionate to what you paid for the service that you are unsatisfied with. The removal and reinstall of the baseboards was $153.40 yet you are demanding $342. If you choose to complain on social media if we do not give you money that would be very disappointing however we will not be offering any refund as all services were done properly. We do offer to come back and remove the baseboards so that you can sand and or paint them as you see fit. We will reinstall them and caulk the tops as they should be at no additional charge. Please contact [redacted] the [redacted] at [redacted] if you would like to arrange the additional work.
Ms. [redacted],
You were never charged for caulking the flooring to the wall nor was there an agreement made to have that done. It is not something that can be done as it would cause the floor to fail. If you have questions about your bill please contact me and I can review it with you. Caulking the top of the baseboard is done during every baseboard installation as it is the proper way to finish a baseboard. We are still willing to remove your baseboards so that you may sand and paint them and we will rehang them at no charge. You were never contacted after [redacted] inspection because he addressed your questions and he thought you understood what he had explained to you.
--
Thank you,
[redacted]
Coles Fine Flooring
[redacted]
Phone [redacted] ex [redacted]
Fax [redacted]
September 16, 2014
[redacted] 7th Ave
San Diego CA 92103
This letter is in regard to the complaint # [redacted] filed
by [redacted]. The carpeting was installed on June 30, 2012. Coles has
inspected the carpeting three times since the installation for pulled tufts.
The first...
inspection was on December 31, 2012. There was a single tuft pulled
in the middle of the field, this tuft was trimmed. At that time the inspector
noticed Mr. [redacted] was using a Dyson. He informed him that the use of a Dyson
voids his warranties because it pulls out yarns.
Coles was contacted again and inspected the flooring on June 11, 2013. This time it was for fraying at the transition to tile. An installer re-glued the carpeting at the transition to tile on June 23, 2013. The customer was still using the Dyson and was again told that use of it voids the warranties.
Coles was contacted again and inspected the flooring on April 30, 2014. This time it was for a seam being too visible and tufts pulling at the seam. After the inspection it was agreed that Mr. [redacted] would hire an independent inspector. If the findings were there was a defect in the carpet or a deficiency in the installation Coles would reimburse him for the inspection as well as assist with remedying the problem. This was done despite the fact that Mr. [redacted] had been informed on numerous occasions that using the Dyson was damaging the carpet and voided his warranties.
The inspector’s report that was provided was considerably lacking in the standard inclusions that are required from a certified inspector. The inspector did not include the data required to indicate proper tuft binding or his methods of testing. He also did not provide any pictures of the inspection findings and did not address the Dyson vacuum cleaner contributing to the problems occurring. His findings were that there was not enough latex used at the seams.
In an email dated July 1, 2014 we informed Mr. [redacted] that if he provided Coles the invoice for the inspection we would issue a check for reimbursement and that we could schedule a crew for the repair. Mr. [redacted] provided Coles the invoice and a check was issued on July 17, 2014. A voicemail was left for Mr. [redacted] on July 21, 2014 and July 25, 2014. Mr. [redacted] has not contacted Coles to schedule the repair work.
Coles offer is to repair the seams and the transitions to tile with additional latex. This offer is open until September 30, 2014. This offer is being made despite the fact that Mr. [redacted] has been informed repeatedly that his warranties are all voided because of the continued use of the Dyson vacuum cleaner. Coles will not be refunding any money on the original installation.
Thank you,
[redacted]
Customer Service Supervisor
Coles Fine Flooring
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The facts you present are not complete. Please review my first letter.
When I sat down with the sales person [redacted] to complete the purchase I asked her if they could caulk from the floor to the wall to deter ants. She says yes this could be done for an additional fee. I was charged this fee.
I was told after the fact that this was not done because of the expansion. I understood and asked them to remove the caulking. Caulking cracks over time.
The mistake was done on your sales persons end not mine. If this had been explained up front I would have not allowed them to caulk at all. Your company uses caulking to hide the flaws and damage removing baseboard can make if not done delicately. Which then did not.
After the install on Oct 17, I called the sales person, [redacted]. She informed me she did not handle anything after installation and would have customer service call. They did not. I called again after waiting almost 2 weeks. This is the call on Oct. 31 you refer to in your letter.
My conversation with Mr. [redacted] is as follows - He understood what I needed done moving forward. He said he would do the work himself. He also said (and I quote) "I will have customer service call you sooner than later to schedule."
And so I waited... I filed with the Revdex.com.
Not until I email Coles yesterday to tell them I filed with the Revdex.com, did I receive this response. Of which you still don't seem to comprehend or acknowledge.
I was charged for something I didn't want. The mistake falls with Coles and the sales person. She gave me false information telling me they could caulk the wall to floor.
From the beginning my experience with Coles customer service has been unprofessional. Waiting weeks for a response, only to receive one by contacted them. I have not been able to function with my office furniture and computer in disarray. It has cost me valuable time with my clients. I own 3 businesses and would never think of not responding to a clients in a timely manner and be concerned with their needs. Coles has failed miserably.
Purchased date 9/21/15
Original installation date - 9/25/15
Cancelled by Coles soonest reset for 19/17 I had removed my furniture for the 9/25 install date.
I called sales person same day or Monday. Was told Customer service would call.
I called again 10/31
[redacted] 11/3
Not until now has Coles responded.
And you think its not proportional? This is now Coles takes responsibility for their error?
I asked that this issue is reviewed by higher management.
We have been very pleased with out purchases from Coles. Noel has been more than helpful with the process from choosing tile/wood flooring, to ordering, to delivery and installation. She is very knowledgeable regarding their inventory and advice on what would work best with our home needs, as well as our purchases for my mother's home in the same area.
Thank you, Coles!
Please see attached.
Mr. [redacted],Coles has had a number of conversations with you, exchanged
letters and emails as well as a number of trips out to address every single one
of your concerns. We have been made aware by the crew chief Carlos that you
informed him it is your practice to...
complain about all work you have done in
your home until the company finishes your project and provides you a check. Coles
is not willing to do this. We have completed your floor per the contract and
given you numerous discounts along the way. Please see the information in the
last letter sent to you which I have included below.“This is in response to your letter dated April 13, 2015 in
which you request additional money be refunded to you. We are sorry that you do
not feel that your installation went as smoothly as expected and that you
erroneously thought the product you had selected was polyurethane finished. You
were made aware that the product was oil finished prior to installation and you
elected to have the floor installed. Coles has given you many monetary
accommodations during the process of this installation. We waived the tax,
provided a 10% material discount, upgraded you from Sika Glue to Sika 2 in 1
Moisture Barrier and Glue at no additional charge and did not charge you the
$80 per hour for your floor preparation. In all you received $1138.85 in
discounts. We have made all repairs that you have requested and provided you
with the oil refresher for your floor. After reviewing all of this information
Coles is respectfully denying your request for additional refunds.”Coles has completed the work for the floor you selected and
signed the contract for. We are not willing to renegotiate your contract after
the fact and will not be issuing any refunds.
We recently visited the Coles Flooring Center at MCAS Miramar and the first employee we spoke with was Katie B. She provided excellent customer service and when the initial wood we ordered was no longer in stock she diligently worked to obtain several additional samples and colors in an effort to ensure we had the color closest to what our initial selection was. Once installed the floor looked absolutely outstanding and I would recommend anyone planning on removing carpeting and installing wood floors to contact Katie B., and I am certain she will absolutely not stop until you are 100% satisfied.