This is going to be a long post so if you want the summary:
Shipping your gun to Coles Naples FL will result in poor customer service, no communication, and higher pricing than anticipated.
I am leaving names out of this review out of respect for the individuals.
7/18/24 – I purchased a new to me DT10 during the summer. I was informed this gun was never re-built, it shot well, so I bought it. The indicator portion of the locking bolt was almost flush with the receiver so I decided I would send it in for rebuild in the winter. Coles was my first choice as I had heard good reviews and that they were the top gunsmith for Berettas.
9/5/24 – I call Coles customer service to get more information on rebuild process and to determine which location to send my gun to. The rep gave me high confidence in the Naples FL location and in Coles in general. They mentioned the longer than average wait time (2+ months), though being in the off season this didn’t bother me.
I ended stating I would ship the following month.
10/26/24 – I complete the online form through Coles website and ship my gun via UPS with the provided label. Customer service states they will call once the receive the gun and will contact again after the gunsmith has had a chance to inspect the gun to provide a quote.
My comments on the paperwork when submitting my work order:
“Rebuild. Locking block indicator almost flush. Forend loose when installed to barrel. Any recommended maintenance will also be considered.”
11/11/24 – I have yet to hear from Coles about receiving my gun, so I call the FL location. The rep states they had received my gun on 10/31 and I should have seen an email quote (I had not so I ask to resend). Work estimated for the rebuild is $634 including shipping, though this could change if the gunsmith notices additional work necessary and reaches out. Current estimated ship date back to me is 12/20/24.
Sounds good to me, time to be patient.
12/5/24 – No word from Coles. I began to get concerned as the work I had requested included work outside the comprehensive rebuild (forend loose) and I had not heard from the gunsmith. 2-weeks left until shipping back so I decided to call and check-in to see if the gunsmith had a chance to look at the gun and recommend any added work.
First off, a new rep tells me they cannot locate my gun and don’t know any further details, forwards me to the rep I have been working with. All is well, my gun is still there. Rep states they are busy and have not looked at the gun but are prepared to the following week, I should not be concerned as the gunsmith will perform X,Y,Z when rebuilding. Basically, the general talk of generic rebuilding and gunsmithing tasks.
I end the conversation still concerned but allowing them time to complete as they are still within the estimated scope.
12/13/24 – I receive a shipping notification from UPS stating I will be receiving a shipment from Coles the following week. This is great news, but I’m concerned as Coles has yet to contact me a single time regarding my gun.
I call and speak to my rep; they have no idea why I got that notification as they still have the gun. They state the gunsmith is currently working on it and that I should get it the following week. I ask for details as the gunsmith never called to update the quote or provide any specifics. All the rep can share is that my gun is getting a custom oversized locking block as none of the factory blocks would fit. This confused me as I didn’t believe this gun had ever been rebuilt, why is it already in need of an oversized block? They state it would add $100 onto the bill. Fine, whatever. They also mention the need of barrel work when rebuild next, I ask for details but they cant add anything more, states the gunsmith will call me with details the following week.
Im starting to get frustrated at this point as I was expecting clear communication if anything from the original quote changed or anything out of the ordinary was needed. Whatever, I just need my gun back and it should be done next week.
12/17/24 – I receive an email invoice from Coles stating the work is completed on my gun. $1,037 (or 61% increase from original quote). Obviously, I’m frustrated and want an explanation. I call (as I do because Coles doesn’t seem to care).
I speak with the gunsmith who worked on my gun. They state they couldn't get any of the factory locking blocks to fit. They stated Coles makes custom oversized locking blocks that they installed instead. They stated that this took quite a bit of time which added to the overall bill and apologized that the bill was higher than the original quote. They were able to fix my forend and replaced springs and firing pins, basically told me everything they had done to make me feel better about the increase in price.
They then stated that their custom locking blocks don't have a coating on them that factory Beretta blocks do, so if I close my gun too hard the gun may stick shut. The receipt specifically states to thumb assist the top lever shut, this is already a standard practice of mine though I don't love the thought of this potential. When asked what I should do if the gun does stick shut, the gunsmith recommended to carry a plastic hammer with me to help force the top lever open (not thrilled on this being the recommended fix from a gunsmith).
The actual price addition for this part was $296 with labor not the $100 the Rep had stated the week prior, along with the additional hour and a half necessary to get a correct fit. I asked what the price would be for barrel work necessary when rebuilding in the future, they stated it would be around the same price point as replacing the locking block. I guess I don’t understand why I’m getting charged a blanket $400 for ‘CLEANING & SERVICING-PREMIUM FIREARM’ if labor for the rebuild also gets added on additionally.
They forward me to the rep I have been working with where I express my frustration with the lack of communication and increase in price. I get little empathy and they ask for my credit card information.
I am greatly frustrated with this experience from a company that had previous good reviews and is known as the standard company for working on Berettas. I wish they would have communicated better as I may have had them complete the barrel work rather than putting a locking block that may cause me problems in the future.
It seems to me Coles has enough work that they are not concerned about providing standard customer service. To reiterate, I never received a single phone call from Coles. It's not like they are working on a $300 rifle, their line of work specifically deals with high end shotguns. I don't think my expectations for communication are outside of the norm when my $6,000 shotgun is across the country.
I am providing an honest review of my experience with Coles, other people probably have different experiences, though I thought many of you would find this interesting.
Shipping your gun to Coles Naples FL will result in poor customer service, no communication, and higher pricing than anticipated.
I am leaving names out of this review out of respect for the individuals.
7/18/24 – I purchased a new to me DT10 during the summer. I was informed this gun was never re-built, it shot well, so I bought it. The indicator portion of the locking bolt was almost flush with the receiver so I decided I would send it in for rebuild in the winter. Coles was my first choice as I had heard good reviews and that they were the top gunsmith for Berettas.
9/5/24 – I call Coles customer service to get more information on rebuild process and to determine which location to send my gun to. The rep gave me high confidence in the Naples FL location and in Coles in general. They mentioned the longer than average wait time (2+ months), though being in the off season this didn’t bother me.
I ended stating I would ship the following month.
10/26/24 – I complete the online form through Coles website and ship my gun via UPS with the provided label. Customer service states they will call once the receive the gun and will contact again after the gunsmith has had a chance to inspect the gun to provide a quote.
My comments on the paperwork when submitting my work order:
“Rebuild. Locking block indicator almost flush. Forend loose when installed to barrel. Any recommended maintenance will also be considered.”
11/11/24 – I have yet to hear from Coles about receiving my gun, so I call the FL location. The rep states they had received my gun on 10/31 and I should have seen an email quote (I had not so I ask to resend). Work estimated for the rebuild is $634 including shipping, though this could change if the gunsmith notices additional work necessary and reaches out. Current estimated ship date back to me is 12/20/24.
Sounds good to me, time to be patient.
12/5/24 – No word from Coles. I began to get concerned as the work I had requested included work outside the comprehensive rebuild (forend loose) and I had not heard from the gunsmith. 2-weeks left until shipping back so I decided to call and check-in to see if the gunsmith had a chance to look at the gun and recommend any added work.
First off, a new rep tells me they cannot locate my gun and don’t know any further details, forwards me to the rep I have been working with. All is well, my gun is still there. Rep states they are busy and have not looked at the gun but are prepared to the following week, I should not be concerned as the gunsmith will perform X,Y,Z when rebuilding. Basically, the general talk of generic rebuilding and gunsmithing tasks.
I end the conversation still concerned but allowing them time to complete as they are still within the estimated scope.
12/13/24 – I receive a shipping notification from UPS stating I will be receiving a shipment from Coles the following week. This is great news, but I’m concerned as Coles has yet to contact me a single time regarding my gun.
I call and speak to my rep; they have no idea why I got that notification as they still have the gun. They state the gunsmith is currently working on it and that I should get it the following week. I ask for details as the gunsmith never called to update the quote or provide any specifics. All the rep can share is that my gun is getting a custom oversized locking block as none of the factory blocks would fit. This confused me as I didn’t believe this gun had ever been rebuilt, why is it already in need of an oversized block? They state it would add $100 onto the bill. Fine, whatever. They also mention the need of barrel work when rebuild next, I ask for details but they cant add anything more, states the gunsmith will call me with details the following week.
Im starting to get frustrated at this point as I was expecting clear communication if anything from the original quote changed or anything out of the ordinary was needed. Whatever, I just need my gun back and it should be done next week.
12/17/24 – I receive an email invoice from Coles stating the work is completed on my gun. $1,037 (or 61% increase from original quote). Obviously, I’m frustrated and want an explanation. I call (as I do because Coles doesn’t seem to care).
I speak with the gunsmith who worked on my gun. They state they couldn't get any of the factory locking blocks to fit. They stated Coles makes custom oversized locking blocks that they installed instead. They stated that this took quite a bit of time which added to the overall bill and apologized that the bill was higher than the original quote. They were able to fix my forend and replaced springs and firing pins, basically told me everything they had done to make me feel better about the increase in price.
They then stated that their custom locking blocks don't have a coating on them that factory Beretta blocks do, so if I close my gun too hard the gun may stick shut. The receipt specifically states to thumb assist the top lever shut, this is already a standard practice of mine though I don't love the thought of this potential. When asked what I should do if the gun does stick shut, the gunsmith recommended to carry a plastic hammer with me to help force the top lever open (not thrilled on this being the recommended fix from a gunsmith).
The actual price addition for this part was $296 with labor not the $100 the Rep had stated the week prior, along with the additional hour and a half necessary to get a correct fit. I asked what the price would be for barrel work necessary when rebuilding in the future, they stated it would be around the same price point as replacing the locking block. I guess I don’t understand why I’m getting charged a blanket $400 for ‘CLEANING & SERVICING-PREMIUM FIREARM’ if labor for the rebuild also gets added on additionally.
They forward me to the rep I have been working with where I express my frustration with the lack of communication and increase in price. I get little empathy and they ask for my credit card information.
I am greatly frustrated with this experience from a company that had previous good reviews and is known as the standard company for working on Berettas. I wish they would have communicated better as I may have had them complete the barrel work rather than putting a locking block that may cause me problems in the future.
It seems to me Coles has enough work that they are not concerned about providing standard customer service. To reiterate, I never received a single phone call from Coles. It's not like they are working on a $300 rifle, their line of work specifically deals with high end shotguns. I don't think my expectations for communication are outside of the norm when my $6,000 shotgun is across the country.
I am providing an honest review of my experience with Coles, other people probably have different experiences, though I thought many of you would find this interesting.
