Complaints

This profile includes complaints for 50 Floor's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  50 Floor

  205 Hembree Park Dr Ste 170 Bldg A Roswell, GA 30076-5734

  
• 

  50 Floor

  3541 Queen Palm Dr Tampa, FL 33619-1351

  
• 

  50 Floor, Inc.

  9580 Delegates Dr Orlando, FL 32837-8374

  
• 

  50 Floor, Inc.

  601 Bricksteel Ln Garner, NC 27529-9659

  
• 

  50 Floor

  818 Bluecrab Rd Newport News, VA 23606-4219

  

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:07/28/2025

  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.

  The carpet is showing all seams . The company states it was not a installation problem it is bad carpet (they decided that from the pictures we sent NO ONE has actually come out and looked. After stringing us along for 2 plus months, stating they had to wait and file a claim against the manufacturers, then telling us to wait for the carpet to settle seams would improve. then not responding for 75 days they are now saying carpet is fine. Each room has visible seams and the bedrooms are pieced together with multiple seams.We ask them to come and look and would they except this look in their home now response is to wait again they will send this over to their main office in ***********They also said they would replace the carpet if I paid them another $2050.00 I feel like this sounds like extortion and they should either make it right or refund.I have used this exact same company in the past and the carpet does not look anything like this. They are no way honouring their warranty .

  

  Business Response

  Date: 07/31/2025

  We appreciate the opportunity to address your concerns and sincerely apologize for the frustration this experience has caused. At 50 Floor, we take claims like this very seriously and remain committed to ensuring your satisfaction.

  We want to clarify that you are covered under our one-year installation warranty, which includes an in-home assessment for any potential installation-related issues. However, due to the active credit card dispute, we are currently unable to move forward with scheduling an inspection or providing any warranty service, per our standard policy. Once the dispute is lifted, we will be happy to move forward with a thorough on-site evaluation of your carpet and discuss appropriate next steps.

  Our team initially reviewed the photos provided and communicated based on that information while also following the proper process to investigate potential product concerns with the manufacturer. We understand the delay has been frustrating, and we apologize for any lapse in communication during that time.

  We value your prior business and truly want to resolve this situation to your satisfaction. We encourage you to lift the credit card dispute so we can take the appropriate next steps under your installation warranty.

  Respectfully,
  50Floor
  ************

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23666844
  
  I am rejecting this response because:

  We requested on numerous occasion that they send someone to look at the carpet and they declined this saying only that "they did not need to because they could tell from the pictures the carpet was bad not the insulation" Their words. I did not contact the ********** until June I believe because we were not getting the issue handled.

  If 50 floor would have handled this like their warranty states they would have had someone out here way before I filed my dispute.

  I was rejected on the claim I filed with one ********** (this is a split payment) because they said 50 Floor said the product WAS installed.

  It Was but something is wrong with it so I have responded back to the CC 

  I am not sure what they will do from here but I would like the time to see their second response. 

  I would like to hold off on removing the dispute until then because as you and 50 floor know there is a time restriction on how long I have to dispute it.

  In my opinion (just my opinion) I believe that is why  we have been strung along for 2.5 months

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

  

  Business Response

  Date: 07/31/2025

  We understand the customer's continued frustration and appreciate the opportunity to respond further.

  As previously shared, 50 Floor is more than willing to conduct an in-home assessment under the one-year installation warranty; however, our policy requires that all active credit card disputes be resolved before we can proceed. At this time, both payments still show as disputed and pending bank review. Once the disputes are lifted, we remain ready to schedule an inspection and take the appropriate next steps based on our findings.

  We recognize the customers position and their desire to wait for the banks response, and we respect their decision. However, we want to be clear that our offer to assess the carpet in-home remains open once the disputes are no longer active.

  Were committed to working toward a resolution as soon as we are able and appreciate the customers continued communication.

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair 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.

  There was an area on the carpet in my daughters room that was hard. I contacted the company in March,sent pictures like they requested, talked to several agents that said they were sending someone out. Three months later they send their installer out and he told me he couldnt repair and the company will reach out to me because the entire room needs to be redone. While the installer was at my home he was trying to smooth out the area with his hammer, but it ended up causing a hole in the carpet that Im left with. After several attempts of calling Im informed the carpet I have has been discontinued and someone will be reaching out to come show me color options to redo my daughters room and the other two rooms if theres not a close enough color. This has been going on since March with no resolution. All the company has make false promises and continue to avoid the issue and not resolve it. Its now about to be August and no one has came to repair yet. I am seeking a portion of my money back so I can pay another company to do the job or 50 floor needs to send installers that know what theyre doing to fix the ********* far Ive spoken with ****** ******,****** ******,Jane,Kim, and **** *****.

  

  Business Response

  Date: 07/30/2025

  We appreciate the opportunity to respond. We understand the customers concerns and apologize for the delays and frustration experienced. Our records confirm that the customer is currently working with a member of our National Experience Team to resolve the matter and coordinate the replacement of the carpet in question. We are committed to seeing this through to resolution and will continue to work with the customer until the issue is fully addressed.

  Thank you again for bringing this to our attention.

  Respectfully,

  50Floor

  ************

  Customer Answer

  Date: 07/30/2025

   
  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

  Date:07/25/2025

  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.

  When I met with the salesperson, ******* and **** agreed to relay the carpet in my master closet when they installed new LVT throughout the main floor of my home. When pressed to sign the contract and hire them the same day the quote was provided, this assurance they would do these additional repairs is one of the things that led to my decision to hire 50 Floor and not obtain additional quotes. This was not relayed to the installers so they were unaware and unprepared when they arrived. The install coordinator I spoke with on the phone assured me that she would look into it and get someone to take care of the closet yet, a week later there are still no plans in place to get this completed. I feel I am being ghosted more than a week after the work was initially "completed" when I ask about getting the closet repaired. This was part of the negotiated work to be done yet not listed in the contract signed. Highly disappointed.

  

  Business Response

  Date: 07/28/2025

  Thank you for bringing this to our attention, Ms. ******** Were sorry to hear about the miscommunication surrounding your master closet and any frustration this has caused. I understand how important it is to have all agreed-upon work completed as expected, and we sincerely apologize that this detail wasnt initially relayed to the installation team.

  Were glad to see that you were able to speak with our local market team shortly after your submission, and we can confirm theyre actively working with you to schedule a date to complete the closet repair. We appreciate your patience as we follow through on this, and were committed to ensuring the remaining work is taken care of properly.

  Respectfully,

  50Floor

  ************

• Initial Complaint

  Date:07/21/2025

  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.

  Installed vinyl flooring on 07/02/25 & 07/03/25. They had to remove my toilet and reinstall to put the flooring down in the bathroom. They installed the toilet incorrectly, came back to fix it and failed. **************** refuses to send anyone to fix it now as they say this is MY problem . They told me I will need to pay a plumber. The installer used the wrong screws to reinstall and this company is refusing to fix their mistake. I will be taking them to court to pay for repairs.

  

  Business Response

  Date: 07/22/2025

  We appreciate you bringing this matter to our attention. Were sorry to hear about your experience and understand how frustrating this situation has been.

  We see that youve been in communication with your local market team regarding your concerns, and we appreciate your patience as they continue working with you toward a resolution. Please know that your feedback has also been shared with our corporate team for review to ensure proper follow-up and accountability.

  Thank you again for bringing this to our attention. We remain committed to assisting in any way we can as your local team continues to address the issue.

  Respectfully,

  50Floor

  ************

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23630365
  
  I am rejecting this response because:
  There was no response from the business, so there is nothing to accept. This case still remains open until I get a reimbursement for a repair. 

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

  

  Business Response

  Date: 07/29/2025

  Thank you for your continued patience as we escalated your concerns to our National Experience Manager for further review.

  Were confirming that a refund in the full amount of $243.75based on the plumbing receipt received from Ms. ************ be processed back to your original form of payment with ****************. Please allow up to ***************************************************************** your account.

  We appreciate the opportunity to resolve this matter and value your time and feedback.

  Respectfully,

  50Floor

  ************

• Initial Complaint

  Date:07/18/2025

  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.

  I paid over $11,000 to 50 Floors for new flooring and had one of the worst experiences *** ever had with a company. During installation, the crew caused major damage to my ceilingdrywall literally fell while they were working, over 15 Large nail pops and crumbling drywall were left behind. This is absolutely not normal construction, despite their repeated excuse. Other contractors have confirmed the damage was caused by how the installation was done.I contacted 50 Floors immediately and spent weeks being strung along with promises of follow-up. In the end, they denied any responsibility, claiming its in the contract that they arent liable. This was never explained to me before installation, and it is not an acceptable excuse for damaging someones home.This company took over $11,000 from me and walked away from the damage they caused. A reputable company would take responsibility and make things right. 50 Floors did neither.I strongly warn others: do not trust this company. Once they have your money, youre on your own.I had my floors in about 3 months.

  

  Business Response

  Date: 07/22/2025

  We appreciate the opportunity to respond. We are truly sorry to hear that your experience did not meet expectations and understand your frustration regarding the concerns raised.

  After reviewing your concerns with our installation management team, we want to clarify that while nail pops and related drywall movement can occur during flooring installationparticularly in multi-story homes or homes with aging drywall or structural settlingthese occurrences are generally outside the scope of our responsibility. Vibrations from installation tools and foot traffic may impact other areas of the home, but we do note in our contract documentation that we are not liable for pre-existing conditions which can include cosmetic issues such as nail pops or ceiling cracks that can be affected by movement in the structure during the installation process.

  That said, we take pride in the service we provide and are committed to addressing concerns when they arise. A member of our management team has already reached out and left a voicemail in an effort to discuss a path forward.

  While we do not accept liability for the ceiling damage described, we would like to work with you toward a resolution. Please feel free to provide a written estimate from a licensed drywall contractor for the areas in question, and we will be happy to review it for consideration.

  We appreciate your patience and hope to work together toward a resolution that demonstrates our continued commitment to customer satisfaction.

  Respectfully,

  50Floor

  ************

• Initial Complaint

  Date:07/16/2025

  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 made a deal with 50 Floor's salesman for $35,500 worth of wood flooring and carpet in the middle of June. The only catch was it had to be installed by our move in date of our new house of July 11, and we were completing our purchase of the home on July 1, and they could start after that. After numerous lies, guarantees, and promises it would be done and he would be there to oversee the whole project, we received an install email for Monday July 7. Install day comes, my wife drives to the house at 8am to meet them, and no one shows up. We call, he's on vacation, no one has a clue whats going on, they lie and tell us they were stuck on another job, etc. I call back and find out the install was scheduled for Tuesday the 8th all along, which would make our move in date and completion of July 11 nearly impossible. After hearing they would be getting a bill for thousands from our movers, and covering our hotel bill for 6 people they promised they would have it done by Friday July 11 at noon when our movers arrived. They send their crew of 2 people, who do great work but can only do so much. We were getting over 4400 sq ft of flooring so there was no way they would finish. They kept telling me they promise it will get done by move in. That day comes, we have to delay our movers at my expense 4 hrs., and the installers are still there laying glue and wood so my movers had to work around them. They still don't finish Friday, come back Saturday and after a few hours say they ran out of wood and didn't order enough. They would come back next Wednesday and finish. They never showed up, never called, and no one after 3 phone calls will call me back with any updates whatsoever. We are now out $38,500 after an upcharge for extra sq footage and a finance charge, and have no idea when they will ever finish. 2 laundry rooms, a half bath, and an office we can't use all due to their ignorance. No phone calls or even more lies to make us feel like they are even trying.

  

  Business Response

  Date: 07/21/2025

  We sincerely apologize for the frustration and inconvenience this experience has caused. We understand how important it was for your flooring to be completed before your move-in date, and we regret that delays and communication issues disrupted your plans.

  At this time, we are actively working to resolve the matter. The additional material needed to complete your project is estimated to arrive on or before July 29. Once the material is received in your local market, a team member will reach out to coordinate the completion of the remaining installation areas.

  We truly appreciate your patience and understand how disappointing this situation has been. Our team is committed to completing your project as quickly and professionally as possible.

  Thank you again for bringing this to our attention.

  Respectfully,

  50Floor

  ************

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23610437
  
  I am rejecting this response because:

  I have had ZERO contact from anyone at 50 Floor about what is going on.  No one returned my call to give us any type of an update whatsoever.  If the installer hadn't shown up to re-measure and tell us the additional flooring wasn't ordered yet we would have no idea what is going on.  Why should I have to reach out to the BBB just to get someone to respond to me?  My house is still unusable in 3 areas, I want this finished or I am going to call **************** and figure out a way to dispute my 12 month loan for the remainder of the loan due to products sold not being provided.  Simple communication is a must with customers.  This is getting ridiculous.

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

  

  Business Response

  Date: 07/21/2025

  Thank you for your follow-up. We apologize for the frustration this situation has caused. Our local market team has been in contact to discuss the estimated time of arrival for the remaining material needed to complete your project. We understand how important clear and timely communication is, and we regret any confusion or delays you've experienced. We remain committed to completing your installation and ensuring your satisfaction. If you have any additional concerns, please dont hesitate to reach out directly.

  Respectfully,

  50Floor

  ************

• Initial Complaint

  Date:07/15/2025

  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.

  My husband and I hired 50 flooring to lay flooring for 8 rooms, stairways case and hallway. The installation was done Nov. 15th 2024. The process took 2.5 days. For the most part we were satisfied with the install. A free days following I did reach out to the office and voiced our concerns. There were scratches on the planks in the master bedroom. Black marker on the white molding pencil marks were on some planks. One of the boards were not flush with the others in the family room. When I called the office, I spoke with a ******* ******* in customer service. She informed me a manager would be reaching out to us. He never did. Reached out to one of the installers. They came by and he took pictures. He even found some issues we missed. When I spoke to *******. again, she implied we had done the damage as far as the searches goes. I informed her that was not possible, since we didn't move any furniture in the house. She insisted that we scratched the floor. She said she would send the complaint to corporate and they would call us. Never received a call.After several months with no response, we called the office in ** and spoke with **** T. *****, who is the National customer experience manager. We explained to him. He suggested we spend hundreds of dollar to get flooring expects to examine our issues and decide if we were the cause. Why on earth would I spend money on something that we couldn't have cause. The installer who came and took the pictures had agreed with us. Mr. ***** never got back with us. I would appreciate your help in this matter. I think spending almost 20K on flooring, to be ignored is not acceptable. Sincerely,****** & ******* *****

  

  Business Response

  Date: 07/21/2025

  Thank you for bringing this to our attention. We understand your concerns and want to assure you that we take all feedback seriously. A member of our National Customer Experience team, ****, has reached out and left a voicemail in an effort to further discuss your concerns and your order. When possible, please return his call at ************ so we can address this matter directly with you. We appreciate the opportunity to speak with you and work toward a resolution.

  Respectfully,

  50Floor

  ************

• Initial Complaint

  Date:07/08/2025

  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.

  On June 12, they made a deal and signed a contract. since then, they have been lying to me, not honoring their contract, not responding to my texts or calls. The sales person was ***********, ops manager is ********. Both are making fun of me. I am seeking legal advice to sue them, and also planning to file a criminal complaint for fraud and deception.

  

  Business Response

  Date: 07/09/2025

  We appreciate the opportunity to address your concerns. We understand your frustration and regret any miscommunication or delays you experienced following your initial contract on June 12.

  Our local market team has been in contact with you, and were pleased that your laminate installation is scheduled for July 11 and your carpet installation for July 16. We remain committed to completing your project to your satisfaction and will continue to stay in communication throughout the remainder of the process.

  If theres anything else you need in the meantime, our team is here to help.

  Respectfully,

  50Floor

  ************

• Initial Complaint

  Date:07/05/2025

  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.

  Paid for carpet installation that never came. The company wont answer me about rescheduling or refunding ne

  

  Business Response

  Date: 07/07/2025

  Thank you for bringing this to our attention. We sincerely apologize for the delay in communication and in scheduling your carpet installation.

  Our records show that your carpet is currently estimated to arrive at our warehouse by Thursday, July 10th. As soon as it arrives and we verify the product, our team will promptly reach out to schedule your installation at a time that works best for you.

  Additionally, a representative from our National Experience Team at our corporate office attempted to contact you by phone on July 7th, but the call went directly to voicemail. We also sent a follow-up email to ensure you received the update regarding your order status.

  We appreciate your patience and understanding, and we are committed to completing your project as quickly as possible.

  Respectfully,

  50Floor

  ************

• Initial Complaint

  Date:07/05/2025

  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 contracted with Ms. ***** ******, sale representative of 50 Floor. I was shown the material and was allowed to choose from a booklet of different colors and material. According to Ms. ****** the material I selected was indestructible and was better than real wood. I was allowed to scratch the material that was provided to me and a material was very durable however, upon installment of my material, We noticed the material was not as indestructible as explained to me. Prior to the end of our warranty we complained that there were several scratches on the floor. Someone came out from 50 floors and repaired the scratches with a marker and we were told that this was our fault because we were using cleaning products on our floor. However unusual, we complied over the past few months we have noticed there were several new scratches on the floor from either dropping a cup or utensils on the floor. We really believe that we were not sold the material the same material that was demonstrated by Ms. ***** ******. We are requesting that our floors be repaired. It is ridiculous that we have sent thousands of dollars to be repairing our floors. As you can see in the photos attached we cannot match the color.

  

  Business Response

  Date: 07/09/2025

  Thank you for bringing this to our attention. Were sorry to hear youve continued to experience concerns with the flooring after installation and appreciate the opportunity to assist.

  We understand that a member of our management team from your local market has been in communication with you and has offered to complete a repair to address the damages you reported. At this time, we are awaiting a return call so we can proceed with the next steps.

  We encourage you to stay in contact with your local market team so they can complete the necessary repair and ensure your concerns are fully addressed.

  Respectfully,

  50Floor

  ************