Our experience with M. Carlson was defined by poor communication, inconsistent workmanship, and a…read morelack of project management from start to finish.
The project got off to a bad start. Meetings with the color consultant weren't properly coordinated, color instructions weren't communicated to the crew, and paint availability wasn't confirmed before work began. We were told two rooms would be completed first so we could continue working from home, yet after two weeks those rooms still weren't finished, leaving both of us displaced from our offices.
Communication
Communication between the project manager, color consultant, crew lead, and painters was consistently poor. Rooms were painted before repairs were completed, vents were painted despite being told not to, and repairs we had specifically paid for were ignored because the crew was never informed they were included in the contract.
During the estimate, we were given a checklist covering the various phases of the project, which made the company appear organized and professional. We later learned those checklists were apparently not being utilized. We had to repeatedly chase down the original project manager and escalate the issue just to get a pre-project meeting. Despite asking multiple times, he could not provide us with a clear schedule or even the order in which rooms would be completed during the first week.
Quality
Quality control was extremely disappointing. Nearly every room required multiple rounds of rework due to visible patches, dents, sloppy painting, and unfinished repairs. Even their own project manager routinely identified rooms as incomplete, yet the crew continued moving on to new rooms instead of finishing the existing ones.
We ultimately requested that the original crew be removed because both the quality and productivity were unacceptable. Instead of M. Carlson managing the project, my wife and I spent hours every day supervising the crew, documenting issues, and meeting with the project manager. What was supposed to be a convenient professional service became a major disruption to our work and home life. The crew also repeatedly left and re-entered the house throughout the day, sometimes as many as 43 times.
Bait and Switch
Before signing the contract, we were assured that problem areas--including stair patches, bathroom water damage, and cracks around windows and doors--would be addressed. After work began, we were told that many of these issues either couldn't be fixed or were outside the scope of work. It felt like the promises made during the sales process changed once the contract was signed.
Promises Made Were Not Promises Kept
Interactions with management made matters worse. We were essentially told to accept the results because our home wasn't a multi-million-dollar property and that we should only expect "fresh paint," despite paying for wall repairs and premium services. We also received inaccurate explanations about paint products and encountered attempts to charge us for work that was included in the original estimate.
Safety and Damages
Safety was also a serious concern. At one point, a stair handrail was reinstalled using only two screws instead of its proper mounting brackets. This created a hazardous situation in which my pregnant wife nearly fell.
The crew also damaged the ceiling in the stairwell, and M. Carlson would not accept responsibility. Their own checklist states that before-and-after photos should be taken, which should have provided an easy way to determine whether the damage existed beforehand.
Take the Money and Run
M. Carlson repeatedly asked us for a fresh start and the opportunity to prove they could finish the job properly. Then, without any meaningful communication with us, they packed up and left. Hours later, we received an email stating they would not be completing the project.
That communication did not address the financial situation. We had paid 50% up front, yet the project was nowhere near 50% complete--and that doesn't account for the ceiling damage, unsafe handrail, or extensive rework that remained.
Overall, this felt like a budget-quality paint job sold at a premium price. The poor communication, inconsistent craftsmanship, repeated rework, broken expectations, safety concerns, and constant need for homeowner oversight made this one of the most frustrating contractor experiences we've had.
Why hire M. Carlson when the company appears to function primarily as a sales organization that subcontracts the actual painting work, yet fails to adequately manage the quality, communication, and pace of that work?
