Coles Fine Flooring — San Diego

Excellent. Maryann was very pleasant, knowledgeable and helpful in completing this project.

I was extremely satisfied and delighted with Coles, designer, Steve Hellman and the team's services . Steve Hellman provided exceptional design, material and oversight direction. The team was great and I was thrilled the project was completed on time and on budget! The Buildertrend software application was user friendly and kept me on top of and plugged into the project at all times —even though I was 3,300 miles away for the first and last week of the project. My previous construction projects were disastrous in comparison. Coles and Steve Hellman's design and management skills were head and shoulders above the big box retailers and private competitors—not to mention the exceptional tradesmen skill doing the project work. I wouldn’t hesitate to work with Coles again.

It was outstanding in everyway. The designer and the contructor were very good. The technician who did the installation was very skilled. The results was outsatnding and exceeded my expectation.

Perfect! They were efficient and professional.

David Bailey went out of his way to help me select the best material for my job keeping the cost down to a minimum. I would recommend him to anyone. He puts the customer first. I could not be more pleased with the installation of the flooring in the entry way and new carpeting.. I thought my last carpet was installed well but Jose did what I would call a perfect job. I mentioned the problem with a black line on each side of the stair on the old carpet.. He installed the pad from one end of thea stairs to the other to get rid of the cracks on each side of the stair tread and seal them so dust would not be a problem with the new carpet.

Robert was very helpful in selection and setting up install. Erin and Gabriel were polite and efficient. finished in 3 days rather that 4! We are very happy with our new floors.

We’ve had such a great experience with the team at Coles Fine Flooring. Fariba, who guided us through the many beautiful options in carpet and flooring, was an absolute dream to work with. She has a wonderful design sense and a real feel for who her customers are and what would best suit their home. It took us two years to finally schedule the completion of our project, and she was helpful and reassuring and very responsive to questions and concerns throughout. We also had superior service from Coles installer, Gabe, who seems to be able to handle any little "bump in the road." He expertly installed carpet, baseboards, and flooring, and dealt quickly and ably with small, unexpected surprises.

Excellent, both the purchase decision and the installation.

I had a great experience. I worked primarily with Gina Moreno. I had a flood and needed to replace all my hardwood flooring. Initially Coles sent out Dave (I think was his name). He did the measurements and took care of all the communication and paperwork with my insurance company. Gina was so patient with me. She worked with me on many occasions finding the perfect flooring for my home and in my budget. Gina then got me on the schedule of Ben (Swell contracting) who came out and did the install. I love my floors. What a professional team! I would highly recommend them all!! Gina especially who held my hand through the entire experience.

Very well. Dave Thompson is awesome.

Outstanding service !! Frank Ignacio was very helpful in giving advice on selecting the carpets and new tiles. Met with me a number of times both at 32nd St Naval Base and Miramar MCAS. Frank knew the best style of carpet for my condo and was very knowledgeable about the various types of tile for flooring and bathtub walls and my fireplace. I was very appreciative of his advice and friendly service. I would definitely recommend Coles for my future household needs. I will go back to Frank Ignacio for any future service. He was a pleasure to deal with and very professional.

The experience was very, very good. I would absolutely use them again and I'd recommend them. They did a good job and did it efficiently. They were here when they said they would be and they met the schedule they set for me. They accommodated my change in schedule. Everything about it was just well done.

It was a huge project in which the flooring..luxury vinyl plank, was laid down over our 1850 square feet of existing tile floor. It involved removing old tile baseboards which they replaced and painted after plank was put down! The team was superb ...a complicated challenge which they faced each day for 2 and a half weeks with professionalism, a great attitude, and an incredible work ethic. They had to move their tools and material via stairs and elevator up to our 2nd floor unit. Attention to detail included cutting in all sorts of weird angles around toilets, inside closets, under and around appliances. They were meticulous! We were very pleased...Many thanks to our designer/salesperson, Gina, Carlos, and especially Ulysses, and his helper Juan.

Well done job of prep, installation, baseboards and cleanup. Responsive to issue of "peaking" ends of planks.

2-man crew arrived on time and were finished in one day, due to no really serious prep needed of the underlaying floor. (Two days had been scheduled.) Disposed of rubbish totally and left floor in mint condition with new sheet vinyl perfectly laid. The estimator had excellent figures and there was very little left over (so I didn't pay for extra flooring!). And the store designer/Sales rep (Dave Thompson) listened to all my wants and concerns and helped me choose the flooring that was the right quality and appropriate for my 1945 kitchen. He gave me a lot of time to list my requirements and never hurried me. Also I have to add that the crew put down drop cloths everywhere for their walking in and out to the kitchen, and for their equipment. AND their replacement of the quarter-round baseboards was perfect, better precision than the old ones they removed! There were one or two minor underlaying floor issues that the crew brought to my attention and got my OK as to how to repair. By the way, they moved four appliances in and out of the kitchen/laundry with great care. And they provided a finishing strip for the join between the hardwood dining area floor and the kitchen vinyl sheeting, a low-profile plastic strip that totally matches the hardwood. Superb service and installation. I sincerely wish I knew how to upload a photo from my iPhone to this review, because you would enjoy seeing this new floor next to my 1950 O'Keefe and Merritt gas stove!

Mixed ? ?A? on products & installation, and ?C-? on admin. Products seem to be quality and Coles Flooring has a good reputation. Most staff was friendly (I used a store across town because closest store's salesperson was rude). My Associate was very nice although never did a follow up on how job went and never sent promised docs. Installed tile in a small 5x6' entry & 6x7' bathroom. The 2 installers were polite & professional and did a very good job cutting & installing tile and grouting. Final tiling looks very nice. Process was messier than expected and despite my protecting carpet with plastic & towels, things got wet & dirty and some grout left on carpet. I had to hose off things outside covered with mortar powder. I suggest workers use tarps and plastic, and bucket within a bucket to minimize mess and splash. Language barrier made in-person communication almost impossible. Fortunately I had sent an email summary of what I wanted which my installer understood. Encountered a minor issue when my plumber went to install a new toilet. I called Coles explaining I had someone on the clock and the tile fix would take 5 minutes. My original guy came within a couple hours and quickly resolved. Coles seemed disorganized for a large company and response times were sometimes slow. Several times I was given incorrect or confusing information. When I called to confirm tile was in so I could pick up early to plan layout ? was initially told some was in but when I asked what was missing, she checked and then said none of my products were in. Someone else finally verified tile was in. Saturday shortly before closing I received a voice mail confirming installation the next day (Sunday). When I called back to make sure she meant Monday, the person wasn?t available and someone else couldn?t even find me on the schedule (booked a month in advance). Need to upgrade computer system. On every communication over phone or at store the computer was slow or down ? told that?s the norm. Minor ? Inconsistency: The display names on some tiles were different than what computer said and different again than on my boxes. Confusing when I went back to store months after initial browsing - took awhile to find my first choice tile and never could find my 2nd choice one based on names. Contract process was used-car style. The emailed version for e-sig just gave a lump sum $ amount. I requested an itemized one like the estimate ? couldn?t do. I wasn?t willing to sign a lump-sum contract since several of the estimated amounts wouldn?t be determined until work began. So I hired someone to do the prep work which left only installation (fixed) plus materials and then went to store to sign. My associate had transferred to another store so someone substituted. Although nice he waved off any questions wanting me to just sign. I was asked to sign a document saying I had been given 8 documents when I hadn?t received any of them. I requested the missing docs especially the warranty one and was told they were on the website. I asked if someone could print the key ones for me and was told to do it myself. Seriously?! Very unprofessional. Overall I?m happy with the final product result and would probably use Coles again but would be a little less accommodating, and take extra steps to contain mess. If the above comments were addressed, Coles could be very good.

In September of 2014 I purchased wall to wall Stainmaster Carpet from Coles Fine Flooring in San Diego, CA. When picking out the carpet I explained to the salesperson that I had a dog and needed a carpet that could be easily cleaned if accidents occurred. Stainmaster was the recommended product. I purchased premier Stainmaster carpet with a "lifetime warranty" against pet stains and in addition an "Ultralife" warranty from Coles. It was extremely upsetting to find that when cleaning the carpet with the product provided by Coles that the stains were difficult to remove and in several areas the color came out of the carpet. On June 11, 2015 I had the carpet professionally cleaned by Twins Pro Cleaners a company recommended by Coles. The technician could not explain the loss of color. I contacted Coles customer service on July 22, 2015. A service rep came to my home and took pictures of the affected areas but said that I would have to contact Stainmaster myself about the problem. I contacted the parent company of Stainmaster on July 30, 2015 and provided all the requested documentation as well as additional pictures and a carpet sample. After several calls and emails, I received a call from Stainmaster customer service on Oct. 26, 2015 stating that Stainmaster would replace the carpet in the affected areas but not the adjoining rooms where the same inferior carpet was installed leaving me with mismatched carpet. I contacted Ms. Gonzales at Coles customer service and she said that Coles would replace the carpet in the adjoining rooms but that I would have to pay $2,295 for the installation. When I did not agree to this Ms. Gonzales accused me of damaging the carpet. I could not believe this inexcusable response from a "customer service representative". On page 5 of the Stainmaster warranty under "Replacement of Wall-to-Wall Carpet" it states: "If replacement is necessary, the limited warranty covers the removal and disposal of the original carpet and the cost and installation of the comparable replacement." I forwarded this information to Ms. Gonzales in an email on Nov. 23, 2015 and never received a response. On Nov. 30, 2015 and Jan. 11, 2016 I sent certified letters to Mr. Steve Coles, President of Coles Fine Flooring explaining the ongoing issues. As of this date I have not even been given the courtesy of a reply. In good faith I paid $12,297.26 for first quality carpet at Coles and abided by the rules of the warranty. The product I received is not first quality. It is not colorfast. I have already paid for carpet installation and the idea of having to go through the incredible inconvenience of another installation is overwhelming. There is no way that this reinstallation due to being sold an inferior product can be considered my financial responsibility. This has been a terribly upsetting experience. I believed Coles advertising and thought it was a reputable company. I was so wrong.

They were very prompt showing up. They were pleasant and tidied up after themselves. They were pretty good. It was reasonable. I use them because I've used them for the last 40 years. Obviously, I'm content with what they do.

Poor installation. They have their own carpet inspector who is not a certified to inspect the quality of work. Had them return three times because the seams were unraveling. They blamed it on the dyson vacuum cleaner. They required me to pay for a certified carpet inspector and give them the report. The report stated carpet was improperly installed because no glue was used at the seams and that they Dyson played no role in the unraveling. The certified inspector advised me not to have it repaired because they would have to cut and stretch the carpet again which would make it worse. I got the Better Business Bureau involved to mediate but the company would not honor their workmanship. I posted on YELP with quotes from the finings. Steve C. of the Cole brothers monitors YELP and responded supporting their workmanship and not believing the certified inspector's findings then had my bad reviews deleted twice. I have a friend that works for a company that deletes bad online reviews for companies, shocker! They are not in standards according to the Standards, Tests and Guidelines found in the Carpet Claims Manual, CRI 105, Inspection of Textile Floorcovering, IICRC S001, and the Carpet Inspector?s Hand book. They violated section 7.3, 7.4 and 7.7 Inspector Observations: A close physical inspection was performed of the carpet in question. The carpet is a nylon looped pile. Pulled loops are clearly seen along the seams that run the length of the rooms at random intervals and along the edge where it butts up to the stone tile in the living room, the two bedrooms, master bedroom vanity area and the master closest. The living room seam is in the traffic pattern; in the bedrooms, the seams are not in the traffic pattern. The seams are approximately 15? from the wall in each of the two bedrooms. The pulled loops are confined to the edges of the seams and the edges of the carpet where it butts up to the stone tile. There are no pulled tufts in the field. An ultra-violet light was used to detect the presence of seam sealer in the seams as well as opening up a partial seam to reveal sealing of the edges - none was found. I checked for latex around the edge where it butts up to the stone tile - a small amount of latex was found at random intervals of 2-3 feet - this is enough to tack the carpet down, but not enough to confine the edges from unraveling, especially for looped pile carpet. A random tuft bind test was performed in the field, as well as checking for the presence of urine, moisture and or detergents or solvents in the affected areas using an ultraviolet light, ph meter and a moisture meter. The test results were negative. The vacuum cleaner was checked for burrs in the brush bar (which can cut or snag carpet) but this also proved to be negative. Pulled loops can be a common occurrence where footwear such as high heeled shoes snag the carpet and thus creates a pulling force greater than limitations of the carpet. When this does happen, pulled loops normally exist in the trafficked areas, not just to seams. Improper use of maintenance equipment and or chemicals can also contribute to pulled loops. Industry Standards: Conditions or appearances such as these can be caused by manufacturing, installation or maintenance. The Standards, Tests and Guidelines for these can be found in the Carpet Claims Manual, CRI 105, Inspection of Textile Floorcovering, IICRC S001, and the Carpet Inspector?s Hand book. Conclusion: Based on my close physical inspection, I have ruled out manufacturing, excessive foot traffic and or improper maintenance. This is an installation related problem.

What I wanted was surprisingly difficult to find. Flooring was just one component of my whole-house renovation. The project required three flooring surfaces: carpet, travertine and wood. I wanted to deal with one place that did it all, not three places for three surfaces. Moreover, I wanted one salesperson with expertise in all three areas. I started by making the rounds of the usual suspects: Arizona Tile, Lumber Liquidators, Contract Carpet. The first two places specialized in one surface, not three. The last place suggested visiting another place for my stone needs. No thanks. And for every salesperson I queried with complex questions (like what type of vapor barrier was appropriate for the flooring they specialized in), I got confused looks and responses like, ?Oh, you?ll have to talk to our (fill in the blank) expert about that.? No thanks. Coles Fine Flooring had everything I wanted. Still, I visited a couple of their stores and spoke with a few of their people, but it wasn?t till I met Asher Lord did I find ?The Guy? that could do EVERYTHING. He is singularly the most knowledgeable, most helpful, most customer-oriented salesperson/designer one could possibly hope to find. With Asher, I felt like I hit the ?flooring lottery.? Finally, a guy who had the answers. Not just some of the answers, all of the answers. And always the right answers. Asher did so many things so well, it would take another five paragraphs just to detail them. Rather than go that route, I?ll just mention one example: Asher coordinated the schedules and staging of the three different crews responsible for installing the three different flooring surfaces. In the middle of the job, the wood installer questioned me about an important issue (that Asher and I had discussed previously but that I?d forgotten about). I had no answer. I needed one fast but I realized it was Asher?s day off. On a wing and a prayer, I emailed him anyway. To my great relief, he got back to me in less than 20 minutes so that the job could proceed properly. At the end of the day (more like at the end of this four-month project), Coles did a fine job. Asher did a SPECTACULAR job. I recommend both.

On 06/13/14, we installed new carpeting in our home. We were told it was top of the line Stain-master carpet that would last 25 yrs and paid $6115.85 for the carpet, pad and labor. Within weeks, the carpet started showing signs of wear despite the fact that we were out of our home for a month on vacation. We contacted the company who completed an inspection in Sept 2014 and referred their findings to the manufacturer. The manufacturer then did another inspection with a third party on Oct 14, 2014. The final report indicates that the carpet showed "significant ridges in the yarn pile in the main traffic paths and areas of concentrated pivoting." It continues that the "condition is often referred to as corn rowing and is caused by aggressive impact from the stiff roller brushes on the vacuum cleaner and inadvertent folding of yarns into the space between the tufting rows." During both inspections, my vacuum cleaner was also inspected and we were verbally told it was acceptable. We have been continuing to contact the company. They consistently fail to return our calls. At this point, they have finally offered to only credit us $4204.14 but we will have to still PAY $1662.62 for labor to correct the problem. The customer service has be awful throughout this entire process. It is now 02/09/2015, this carpet currently looks worse then the carpet we replaced and we are extremely unsatisfied that the issue has yet to be resolved. The fact that they are stating that we will have to pay $1662.62 to resolve this issue when the mistake it not ours is unheard of. When purchasing the carpet - it was supposed to be guaranteed, not last less than an month before it looks old and worn out. We specifically asked when purchasing it, if at any point this carpet would show wear spots and the salesperson states that this Stainmaster brand was the best and would NOT show wear spots at any point. UPDATE: As of 03/21/15, the problem has been completely resolved as Coles installed new carpet as no cost to me. Kudos to the installers for their great customer service

They did a wonderful job! They were done in 8 hours. They didn't complain about moving any heavy furniture or anything.

The installers arrived on time; completely professional installation with a most congenial manner. Furniture and electronics replaced exactly as found.

Cole's provided excellent advice and professional demo and installation service. They were punctual and did everything they said they would do. Follow up was excellent.

They did a really nice job. The installation went fine and their service was good. I don’t have any complaints with them. In the past I had carpeting done by them. They do high quality work and pay a lot of attention to detail. They follow through and I am satisfied with them. They have a nice selection of all different types of flooring and different types of window treatments. They have people to help us make decisions and people who actually come out to the house. We get what we pay for and I got what I paid for.