Complaints

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:04/05/2024

  Type:Product 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.

  On the Date of November 17, 2021, I purchased Modal Living =60 shares for cost of ($518.54) I through a company called Startengine: ************************************************* Modal Living Business website: ************************** Business email: ******************
  *** * ***** **, Salt Lake City, UT 84111-1506 phone:###-###-####
  Company promised to on: 06.08.22 Modal Crowdfunding Campaign UpdateThe Modal team would like thank our community for the interest in our campaign and especially to those who invested. We would like to inform any prospective investors that we will not be closing on uncollected funds. Anyone this applies to will receive a refund. Going forward our team will provide recurring updates to our investors. Investors with questions or ideas are encouraged to reach out directly at **************************** ***. Thanks again for supporting Modal as we work to innovate on the future of housing!
  Modal Living won't communicate with me at all They do not return phone calls or voice mail or texts or emails the company is unreachable. All Modal Living social media links have been removed or are not active with no information about who or how to contact anyone in Modal Living. I am requesting since Modal Living has not offered any type of certificate of ownership of the shares I purchased or offered a written timeline as to when Modal Living may go public, and it does nothing to acknowledge the investment of shares I made and Modal Living's last investor update was 2 years ago in 2022 I would like my. $518.54 returned I would like my money back and I really need help trying to recoup my investment please advise

• Initial Complaint

  Date:01/04/2024

  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.

  Our complaint is that we entered into a purchase agreement for a Utah-based modular home builder (Modal Living) to build us 10 tiny homes on wheels by mid-June 2023 at a price of $31,500/each. These homes were to be built to state/local codes per the contract.
  
  To date, Modal has only delivered 4 units, 3 of which are not up to transportation code. The remaining 6 built but undelivered units also don't meet state/federal transportation code because the are overweight and cannot be legally towed on roads. The manufacturer has repeatedly refused to honor their warranty and fix the issue to bring the units up to code, nor will they issue a refund for the non-compliant undelivered units.
  
  Now Modal is demanding that we pay them an additional $178,000 on top of our agreed to contract price of $315,000, and are holding for ransom our title/registrations on the 1st 4 units which have been delivered and paid for in full. There were no change orders discussed or approved that would justify this price increase. Looking at Google and BBB reviews shows that Modal has pulled similar bait & switch scams before on other customers.

• Initial Complaint

  Date:01/02/2024

  Type:Product 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.

  I signed a contract with Modal Construction Inc, to obtain all permits, perform site work, and construct a 2-bedroom accessory dwelling unit on my property on June 23, 2022. They obtained permits and hired a second party, Elite Design & Remodeling to perform the work. Work began in August 2022 and stopped in September 2023 due to additional work that needed to be done - retention wall construction (now completed) and a soils analysis. The soils analysis required revision of the plans which was underway in August 2023. I contacted Modal for an update in October, Novermber, and December 2023 with no response.

• Initial Complaint

  Date:11/10/2023

  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.

  We started working with Modal Living July 2020 to install a two bedroom ADU unit on our property. My mother-in-law paid for the unit in full. Modal was supposed to have the unit installed by July 2021, but it was not installed until September 2022. The unit did not pass final inspection until April 2023. Modal Living lacks any viable contractors/sub-contractors that are familiar with San Diego codes and requirements.
  
  There were so many issues during the project that it would be go over the word count available in on this form. I know, because I tried fitting everything and had to restructure my complaint. During the entire project, Modal exhibited a complete lack of transparency, accountability, and professionalism. Their managers kept leaving the company without two weeks notice, and we had to countless days leaving messages to no avail.
  
  When I received the plans for the ADU, I noticed the ADU was oriented backwards, and the contractors had been performing infrastructure work backwards. The contractors did not abide by the originally approved infrastructure, and I did not find out until they started the project. They were supposed to remove preexisting fencing and a massive mulberry tree in the septic leach field. Somehow, they got away with only cutting a few branches of the giant tree, and the County signed off on the invasive, mature, mulberry tree within the septic leach field.
  
  This is an incomplete assessment of Modal's ineptitude, and I am only leaving this comment to warn consumers. There are several pre-existing warranty issues that they were supposed to fix, such as an electric outlet still not working, and they have stopped responding to my calls. The deck they installed is warped and is a tripping hazard, and they are not responsive to my calls.
  
  If you want an ADU, do not go with Modal Living. My project had the potential to put them on the map. They failed in their duties. One contractor admitted Modal has severe structural defects.

• Initial Complaint

  Date:06/26/2023

  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.

  We began working with Modal Living in March of 2022 to build an ADU in our backyard for a mother-in-law suite and future retirement. The project was supposed to be "easy" and now after 15 months and $180K there is no response from Modal project managers on timelines, plans, etc.. It is almost as if the company no longer exists.Our project has been so poorly managed for the past year that our intention is to seek a full refund of all funds that we have committed to-date ($180K). I would strongly urge anyone seeking to pay top dollar for a company like Modal to manage a turnkey ADU project for you, to make certain that the company controls/owns the entire process from start to finish and can actually produce the product - not rely on a third-party to construct the actual unit.Even though I can walk to 3 previously installed Modal living units in my neighborhood, They seem to be unable to perform and deliver anything at all for us. I would recommend anyone intersted in building an ADU to look elsewhere than Modal Living ****

  Business Response

  Date: 07/03/2023

  We acknowledge this project has been atypical for Modal's Salt Lake projects and empathize with the customer on their frustrations. The customer has been communicated to about why there has been delays for their unit and the complexities of the manufacturing process, cost increases, and permitting and expressed wanting to find a path to proceed. The last communication was them working through the permitting process of the unpermitted deck and the limitations that will cause on the size of the *** unit able to be built in their backyard reducing it from a 2 bedroom to a 1 bedroom. Those items must be resolved in order to know how the design of the unit with the city needs to be adjusted for a re-submittal, as well as know how to manufacture the modular unit. If the customer is now seeking a full refund, they have not communicated that to Modal, outside of this BBB complaint. We ask that the customer communicate directly with ********************** their intentions so we can work towards a resolution.

• Initial Complaint

  Date:05/30/2023

  Type:Billing 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.

  We paid $2,500 for a feasibility study which should have revealed an easement that prevents the construction. Modal were responsible - as part of the contract - for pulling a title report. Instead, Modals actions fell below the standard of care, as its feasibility study tricked ** into believing the project was possible and no easement existed. We proceeded with the project and paid a deposit of $59,011.We committed to the project in July 2022 and Modal did not submit permits to the **************************** until January 2023. Modal never paid any fees to the **************************** and overcharged ** for these fees by over $7,000.A January 13, 2023 notice from the City revealed the easement preventing this project from moving forward. Modal hid this easement information from ** for months until mid-April 2023. We have a documented trail of unanswered emails and phone calls to multiple people inside the company. Modal ignored our repeated attempts over many months to get in touch with them for an update. We now understand that Modal is facing serious cash flow issues and owes many of their customers refunds on failed projects where they did not complete appropriate due diligence before taking large deposits. At best, they are playing shell games with customer deposits and their executives, board members and employees are incompetent. At worst, they are insolvent and actively committing fraud.Modal has now held our funds for almost a year, and they have not responded to our numerous requests for a refund. They are in breach of contract. We have communicated this to them, and they still will not issue us a refund.We are requesting the return of all our payments :Feasibility Study Deposit - paid 3/17/2022: $2,500 Purchase Agreement Deposit - paid 7/20/2022: $59,011.00 TOTAL: $61,511

  Business Response

  Date: 06/07/2023

  We are in the process of resolving this through our attorney and the client's attorney. Modal is committed to resolving this with the customer, but because this is now in legal, all communication for this must go through attorneys. 

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20120320
  

  After hiring an attorney and engaging in a series of communications with Modal's attorney, we reached an agreement. However, there is still an outstanding payment that is on track to be remitted shortly, at which point this complaint will be resolved. Until then, this complaint will remain open.

  Sincerely,
  ******************

• Initial Complaint

  Date:04/29/2023

  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.

  *** Project - Certificate of Occupancy I've been working with Modal over the past 2.5 years to install at 415 sq ft *** on my property. Long story short, the on-site work is nearly done and the *** has been installed. However, I've been regularly contacting Modal to finish the project and obtain a certificate of occupancy from the city. Modal has been mostly unresponsive or not following up on action items they said they would. I've been patient in this process throughout the past 30 months, but it's been so frustrating I'm filing a BBB complaint. The process has been overall disappointing, but their inability to complete the project is most alarming. Without the certificate of occupancy, I can't rent out the property, which is one of their selling points about an ***. I don't recommend any prospective customers to work with this company.

  Business Response

  Date: 05/05/2023

  We apologize that this customer has had this experience with **********************. The project manager that was involved in his project is no longer with Modal and we have introduced a new project manager to help remedy this situation and help the customer get a certificate of occupancy. The biggest issue that was faced with finishing this project was that the contractor involved initially, who ran the permitting process and owned the plans and inspections, did a poor job and had a falling out with the customer. It has been hard getting someone else to take on the remaining scope of work and get the info needed from the previous contractor. We now believe we have a path forward and have communicated directly with ************************** this week. We hope this can help resolve the customers main concerns.