ComplaintsforModern Flooring Services

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Contracted with this company to demo flooring, and trim, and install vinyl flooring and new trim.First time I called them back because they did not demo the bathroom floor, they laid the vinyl right over previous tile. They had charged me for the bathroom floor demo. The flooring was also separating in various areas. When I contacted the company, they said the installers had left the state, so they couldnt hold them accountable for the work. They would have to find a new crew to complete the job. Months later, a new crew came out to fix the problem and left multiple areas incomplete, including baseboards and flooring that was not locked together. After the third visit they had rectified all known issues, but the quality was still very poor. Edges were not fish against bathtubs, air vent openings were too large, leaving gaps between the vents and the flooring, and baseboards had unfinished edges.Within 6 months, the flooring began to separate in various areas. The company was non responsive for months. Finally they sent out a QA inspector. He took pictures and identified the flooring was separating because of poor installation. I was supposed to hear back about someone coming to fix the issues, but its been over a month and no follow up appointment has been scheduled. This project is going on 18 months, and Im very unsatisfied with the quality of work.

  Customer response

  10/04/2023

  The company notified me that they had sent you the contract and told me no additional action was required on their part. Ive attached the email they sent for reference.

  did You receive a contract from them?

   

   

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought new flooring from LL flooring, the installer they contacted broke bed frame in master bedroom and bed collapsed. They said it's not their fault. I don't understand, bed is less than a year old and they move bed then bed breaks and it's not there falt????

  Business response

  09/06/2023

  We moved the bed, but we did not take it apart. We moved it from one side of the room to the other side and that is it. We had two people move the bed and they took care to move it correctly. Customer was also present the entire time and did not report aggressive handle of furniture at the time of completion. Two weeks after the completion of the project, customer contacts us that the bed broke while they were sleeping on the bed. There is no way for us to verify what actually happened during those two weeks that cause the bed to brake. Anything that could happen due to aggressive handling, would show itself much quicker than two weeks later. 

• Initial Complaint

  12/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Had explained that they would be starting the job on 11/28 and that the job would take approximately 4-7 days. The contract explained that the job should have been completed by 12/7. Now lets fast forward to present day 12/28. At this point in time the floors have been installed (with issues), baseboards havent finished being installed, and our stairs are about 50% complete at this point. During the installation process their contractors used my personal materials (black contractor bags, microfiber cloths). The floors themselves are installed decently but there are still many underlying issues. There are sections of the floor they did not prep properly and now bow under a persons weight which will absolutely cause integrity issues down the road. They installed baseboards but have large gaps above and below them, as well as them not even being properly aligned. Their Project Manager let me know that their crew didnt have a trim guy so installing the baseboards wasnt really their specialty. Found out today that they had submitted completion paperwork to LL Flooring when this job is nowhere near complete. They then tried explaining that we have two projects going (the flooring for the home and the staircase). Which was never the truth. We signed one contract with LL Flooring for the entire project. They also tried telling us we added the staircase to the job on 12/5/22 which is a straight lie. When they had come to do their original estimate on the house they did not include the square footage of the stair case. I then had to shell out an additional $3500 to cover that cost which was paid in full prior to them even starting the job 11/28/22. We keep getting strung around from person to person within the company. This has been one of my lifes largest financial transactions and Modern Flooring is treating my partner and I like we are not a priority at all. Ive included SOME pictures in this review but honestly this dont even do sub-par job justice.

  Business response

  12/29/2022

  This is an ongoing job. The issues the customer is pointing out either already have been addressed or are being addressed. The claim that we lied about the fact that we have two contracts for this project, even though it might be one on the customers side, is untrue. Please see contracts attached that show that one of the ** is for flooring only and another one is for just the stair case. The dates on the contract, will further show that as far as Modern Flooring is concerned, these two were submitted to us by the store, at two different dates. It is true that we measured everything in one go, however, we have no say in how the store submits the work order to us, but we are compelled by the contract we have with them to only perform the items listed on a work order. If two separate work orders are submitted, then per contract, we are obligated to treat them as two separate contracts. 
  
  We recognize that this is not the answer the customer wants to hear as the customer has been lead to believe something else. However, this is something that is out of our hands as we don't have control over how things are submitted to us by the store. 

• Initial Complaint

  08/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This compony gave me an estimate of $3797.51 for flooring job. When the installer showed up on 8/8/22 he told me I will need more bags of cement for leveling. He says I would need 33 extra bags; each bag is $140 (33x$140=$4620). As a result I decided to cancel this project because modern flooring compony quoted me way off, despite me showing the area that needed to be leveled and removing the carpet for the estimator. They canceled the project but charged me $250 for the trip their installer made to my home. The installer did not touch anything and didnt do any job at the site but they charged me $250 despite their contact says I can cancel without any obligation prior to the start of the job. I understand an estimate is an estimate and may go up or down by several hundred dollars but not by $4620.

  Business response

  08/10/2022

  Arash,
  
  The statements you are making are simply not true. When you were placing your deposit, it was explained to you that if you cancel after we have arrived, there will be a cancelation fee. When we arrived, we assessed the subfloor condition, which was not previously visible as there was existing carpet and other flooring which you later removed and NOT at the time when our estimator was onsite. We have initially sent you and estimate to do the demo for you, you you opted to do it yourself. In any case, when we inspected the subfloor, it was determined that leveling will be required if the flooring were to be installer per manufacturer recommendations and industry standards. You decided that the cost is to high for you and you wanted to cancel the project. That is fine and is your right, but it was explained to you again that since we have shown up to do the installation, performed and inspection of your subfloor and discussed with you the change order and the cancellation policy, as well as the cancellation fee, you chose to proceed with cancellation. Please refer to the contracts, which you have signed and the areas highlighted. Attached for your convenience. They clearly state that you can cancel without penalty within 3 days after placing a deposit. We extended this by telling you that as long as we don't show up, there is no cancellation fee, but were very clear with you that if we show up and you cancel the project due to no fault oof ours, there will be a cancellation fee.   

  Customer response

  08/10/2022

   
  Complaint: 17700526
  
  I am rejecting this response because: the area that needed to be leveled did not have any carpet to begin with (attached picture). It is an area that there used to be a wall which has been knocked down weeks before. I took your estimator there directly showing him the area. He saw it and acknowledged. Secondly you said cancellation policy was explained to me - no body ever explained to me that if the installer shows up there will be a cancelation fee despite no work was done; nor your cancellation policy on your contract indicates that. Lastly you forced me to accept the $250 fee. Today ***** from the accounting said if you dont agree to be charged $250 we cannot proceed with cancellation and as such you will not get anything back. Thats why I agreed because I didnot know whats next. Perhaps another unforeseen fee. 
  
  Sincerely,
  
  *************************

  Business response

  08/17/2022

  Dear *****, 
  
  The leveling that was needed for an 10 sqft area where the old wall was, was accounted via the initial 7 bags of leveling that were part of the original estimate. The additional bags were requested because the subfloor in other areas was not level. 
  
  As far as the cancelation policy. It was not only explained to you, it was part of the documents, in bold letters, that you've reviewed and signed. 

  Customer response

  08/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a bid and agreed to an install. I was told I could cancel and get a full refund up to 48 hours of the install date which was scheduled two and a half weeks out from when this company charged my credit card thousands of dollars. The day after I booked and paid, I cancelled in writing via email. The company confirmed receipt of the cancellation but then spent the entire next week trying to talk me out of the cancellation. Finally, after I told them I was cancelling no matter what..they said they would issue a refund. I never got the refund. When I followed up with them, they said they would send a check. I never got the check. I emailed again asking where my refund is, they said they would send another check. When I told them I didnt want a check and to refund my cards, they asked for my bank account information in order to wire the money. Ya right! Like Im going to trust them to give them that information as well. This company is shady and will not stand by their cancellation and/or refund policy. I still have not received a refund on my deposit. And I have all communication with them in writing.

  Business response

  04/22/2022

  Dear *******,
  
  We are sorry to hear about your experience with us. This is not the service we strive to provide and pride ourselves on.
  
  Our refund policy is 100% money back as long as we have not done any work on the project. The processing time of any customer refund highly depends on the payment method chosen for a refund. This is something that we, unfortunately, have no control over. We do not save any customer payment information on file and so we don't normally offer that form of refund unless card information is given. At times, we are able to call the payment processer and request that they reverse the transaction if it is not beyond the dead line.
  
  Additionally, our attempt at saving your business, was not meant to create any uneasiness. As any other business would, we strive to do everything reasonable to retain our customer's business. Again, if this attempt made you feel uneasy, we do apologize for that.
  
  As far as your refund goes, it looks like our accounting department was successful in reversing the charge through our payment processer and you should receive your money shortly. If you have any questions or additional concerns, please reach out to our claims department at ************.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vlad needs to prioritize finishing and or job and making the unsafe issues his contractors left us with a priority. Our stairs come up 1/2-3/4 and inch at the nose, we have tile layed upside down, and weve been without a bathroom which what is coming on over 3 months. Finishing or rectifying our job are not a priority to them, and we are having repeated problem with the safety they have left us with, yet fail to respond to. This business is a lot of talk, but even more BS to scam you out of money. Please invest age them, this is not an ethical establishment.

  Business response

  01/26/2022

  Hello Vanessa,
  
  We are sorry to hear that you are having an issue with your tile installation. We have tried finding you in our system, but are unable to do so... We would love to get ahold of your and rectify this situation as soon as possible.
  
  Please reach out to our claims manager at ************ and once we are able to find your order in our system, we will get this resolved.
  
  Again, we are sorry to hear about your flooring concern. Please reach out to ****** our claims manager and this will be addressed.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Modern Flooring Services started my flooring project on October 25, 2021. Prior to the install, I was emailed a copy "Shopping List" of material to be purchased according to the actual measurement or specs. The total installation was to take one week. The company installer came in took up the partical board and placed the hardieboard on the floor and showed me where the floor need to be leveled. The following day installer arrived with another individual to apply the Self Leveling compound & install the hardieboard. About 4 hours in, the lead installer said he needed me to buy 8 more bags of Self Leveling material (the shopping list required me to purchase 3 bags @ 31.99 per bag). I asked him to explain to me why he needed so many bags? He wasn't able to due to his limited English. He call a friend to interpret. However, she repeated what he had already said, no explanation. I did tell her that I needed to speak to someone from the company to come out and look at the work. She then indicated he had tried to reach someone but hadn't received a response. I called all the telephones numbers several times. When I couldn't reach anyone the installers packed up all thier tools and left. Eventually that day someone came out to look at the work.This company is slow to respond to phone calls & emails. After 3 weeks, my last two way communitcation Nov 8th, we had come to an agreement. I signed the adjusted contract Nov 10th & was expecting a new date for work to resume & be completed before Thanksgiving. On Nov 15th, I sent an email inquiring about a start date. The company never responded nearly 4 weeks, until today, Dec. 13th. I finally obtained another contractor willing to make the necessary corrections & install my tile. They will complete the job on Dec 17th. I paid Modern Flooring half up front: $2409.51, of the original price. Work completed: $1,212.90, based on itemized list. The best resolution for me is for them to kept the money I've already paid & walk away.

  Business response

  12/14/2021

  To whom it may concern, 
  
  We have had regular communication with ******* through out the project. The only two communication lag we see are a 2 day delay when we had multiple staff members out with COVID complications and the most resent one was because the customer needed to figure out taxation on the cost of the project. On 11/10/2021, the customer stated that she would call "IME" a third party through whom Modern was contracted, and discuss her tax question with them. On 12/13/2021 Modern's Installation manager was doing an audit of current "open" installation and have noticed that we have not heard from the customer in a while and so sent an email. We believe that the email we sent to follow up and see if the customer is still interested in continuing the project, triggered this "complaint". This is an unnecessary step as all the customer needed to do is reply to the email and let us know that she wishes to part ways. 

  Response to resolution request: Modern is okay with customer's proposed resolution. We would need the customer to either reply to our email or call us at 425-276-8450 so that this can be arranged. 

  Business response

  12/16/2021

  Dear *******,

   

  It is not our goal to cause you any hassle. We are merely stating what we see on our side. See attached. Our installation manager has communicated with you on the 10th and directed you to call IME to discuss the question you had about taxation. Our assumption was that you would reach back out to us once you got your question answered, so we waited for your response. You did indeed send an email that we did not see because it was filtered to "promotions" folder. As you can imagine, we receive hundreds of promotional emails per day and so do not often check that file. That is why we ask all customers to call us and, if not able to reach anyone, leave us a voice mail. Unfortunately, it seems that we were both waiting on a response from the other. You to an email you sent and we for a phone call from you since that was the form of our last communication with you. We understand how this looks from your side, as the customer, and we are sorry for that. . . That being said, if you have also tried calling us, in addition, to the email you sent, please let us know and email us a call log so that we can take it to our phone carrier to see why we did not receive your call and prevent this issue from happening to any other customer. 

   

  *******,

  We have accepted your proposed resolution, but as the project was not completed per contract, we do need you to reach out to our resolution team at 425-276-8450 so that we can formally close this project and release you form it. 

  Customer response

  12/17/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩