Complaints

This profile includes complaints for Modern Flooring Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Modern Flooring Services has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Modern Flooring Services

  8490 Mukilteo Speedway Ste 213 Mukilteo, WA 98275-3210

• 

  Modern Flooring Services

  10490 SW Eastridge St Ste 110C Portland, OR 97225-5030

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business caused damages to my home that I must pay to repair.

  Business Response

  Date: 12/30/2024

  This is a joke. We responded to and reached out to the customer multiple times to finalize repairs. Most of the claimed repairs were not real and the real ones were done. We are not going to pay 9k for a $200 touchup that we are willing to do. 

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/10/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *************************