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

  3614 Green Park Cir Charlotte, NC 28217-2866

  
• 

  50 Floor

  818 Bluecrab Rd Newport News, VA 23606-4219

  
• 

  50 FLOOR

  561 Brick Church Park Drive Nashville, TN 37207

  
• 

  50 Floor Charleston Metro

  3250 Goodiron Way North Charleston, SC 29418-3487

  

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:08/26/2025

  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.

  On 4/14/22 the floor was installed. Within 2 years, there were areas that started buckling. The company sent repairmen who replaced the area with leftover material from initial installation. We were not given any paperwork on the repair work. Within a year the same area as well as other areas started buckling again. The house was inspected for moisture and none was found. In 2018 we had two inches of closed cell foam insulation sprayed under the house. The repairman who initially fixed the floor returned and he could not find any moisture problems and said it was the material. We then hired housing inspector who also could not find a moisture problem. **** ***** told us we needed a certified floor inspector which we hired for $450.00. Once again, no moisture was found and he determined that the floor was not installed properly. All reports have been sent and received by Mr. ****** We have been dealing with Mr. ***** since February and have been consistently getting the runaround. Every room with this product installed is now buckling up. Mr. ***** is insisting that we need to install 6mm polyurethane under the house for moisture barrier when no moisture has been found. Since we have not been able to resolve this problem in the past six months, we would like a refund and give our business to a reliable company.

  

  Business Response

  Date: 08/27/2025

  Thank you for sharing your concerns. We truly value our customers and want to ensure clarity around this matter.

  The flooring installation in question was completed on April 13, 2022, and carried a one-year installation warranty that expired on April 13, 2023. While this warranty has expired, we have continued to work with you in good faith. Based on the inspectors determination that portions of the installation were not performed properly, we have offered to replace the flooring at no cost, even though we are not contractually obligated to do so.This is being offered as a courtesy because we want you to feel confident in both the installation and the product in your home.

  In order to move forward, however, there is an important step that must be taken first. According to Florida Building Code, a minimum 6-mil polyethylene moisture barrier is required beneath the home. This requirement has been in effect since late 2023 and ensures long-term protection against vapor that can travel upward from the ground. While we understand that moisture testing and inspections have not shown an issue at this time, the barrier is still required by code and is a necessary safeguard to ensure that any future installation is performed correctly and will last. Spray foam insulation, which was previously applied under the home, does not meet this requirement.
  Once the 6-mil poly barrier has been properly installed, we will gladly proceed with replacing the flooring at no cost to you as previously offered. We believe this path provides both compliance with state code and assurance that your new flooring will remain durable.

  We recognize the time and frustration this process has caused, and our goal remains to resolve this issue in a way that both meets building requirements and restores your confidence in our company.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:08/22/2025

  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.

  This is the receipt I received when I made a down payment for flooring. This was the only thing I received initially when I made the payment. When I made the payment I paid thru an app on his laptop and it required me to sign to approve the payment only. The *** told me that I would pay the remaining balance once the work was ************ contract. They gave me a date of 8/8/25 when they would start. They didn't start they called me said that they would come on 8/14/25. I was waiting for a confirmation that they were actually coming on 8/14/25. So on 8/11/25 I felt like I had been scammed. I called them. They didn't seem sure if they were going to be at my home on 8/14/25. I told the *** that I just wanted my money back and to cancel appointment. She gave me the number to corporate and to speak with **** ***** to get my refund. I spoke with him and told me I signed a contract and they would keep 20% of my down payment per the contract. I told him I didn't sign a contract nor did I have a contract that he was referring to. Then **** sends me this contract with my signature from the payment app. They like transposed it on the contract. And the contract doesn't even have my correct name on it. He told that he had to speak with reconsideration **** on 8/12/25 and he would get back to me on my request for a full refund. He told me he would set up my refund for 8/22/25. I called **** today 8/22/25 he told he had not heard from the reconsideration **** yet. And normally that means that they will not refund me the full down payment. And that he would reduce the 20% fee to 15% and issue my payment. I told him that I requested my full refund and your telling no one responded to him and I'm supposed accept that and accept a partial of my down payment. Per a contract I never signed or had a copy of till **** sent me one on 8/13/25. My name was incorrect and they used my signature from another app and placed on the contract. I made my down payment on 7/25/25.

  

  Business Response

  Date: 08/26/2025

  We have reviewed the concerns raised regarding this transaction. Upon review, we have a signed contract from the customer dated July 25, 2025 (attached screenshot). Per the terms of the contract, the buyer may cancel within 3 business days following the transaction date without incurring a cancellation fee.

  The customers request to cancel was received on August 11, 2025, which falls outside of the allowed cancellation period. As outlined in the contract, a cancellation after this period is subject to a fee of 20% of the total transaction amount to cover any administrative or preparation costs incurred by 50Floor.

  All communications with the customer regarding this matter have been consistent with the terms of the signed agreement, including discussions about the applicable cancellation fee.
  We regret any confusion or misunderstanding and remain committed to resolving customer concerns in accordance with the agreed-upon contract.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23783094
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 08/26/2025

  We stand behind our original response and the documentation provided.

  Our records show a valid signed contract dated July 25, 2025, with clear cancellation terms. The customer's cancellation request on August 11, 2025, falls outside the 3-business-day cancellation period outlined in the agreement.

  We have followed our standard contract terms and procedures throughout this matter. The 20% cancellation fee is clearly stated in the signed agreement and covers administrative and preparation costs incurred.

  50Floor remains committed to honoring the terms of our signed agreements while working with customers in good faith.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:08/19/2025

  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.

  On 5/29/25, I purchased flooring from 50Floor for 2 projects in my home. The 1st to install LVT in a downstairs half bath. The 2nd to do ***airs to the kitchen floor which 50Floor installed 3 years ago. This was considered warranty work since the flooring had a lifetime warranty. I would pay for the installation since the warranty was for materials only. I gave them a down payment of $439.50.After the purchase, I anticipated a smooth process and timely installation. The experience quickly became convoluted by multiple communication lapses and unexpected errors. From the outset, the ordering details were mismanaged, and clarifying mistakes only added delays. Any attempt to reach a resolution seemed to make the situation more confusing, as they failed to provide helpful ************** June, the installers came to the house. Their work order was for the bathroom floor only, no kitchen. I noticed that the flooring they had for the bathroom were planks and not tile. After waiting over an hour for someone from 50Floor to call the installer back, they ******* it turned out, during the in-home consultation, the sales *** put down luxury vinyl planks and not luxury vinyl tiles on the order. He came back out to my home on 6/19/25, corrected the *********** it is August, and I still do not have flooring installed. I contacted the sales *** and asked him what happened. He thought the matter was corrected. I received a call from **** ***** at Corporate. He asked that I give him 7 days to have the matter fixed and gave me a number to contact him. 3 weeks later and no contact from Mr. ****** I called the number, and no one answered, and can't leave voicemail since the mailbox is full.I called the 50Floor location in ********* and spoke to a scheduler. He tried to switch me to customer service. I was told the manager was on a call and would call me back. I have not been contacted by anyone at 50Floor. 3 months since the initial purchase, and no flooring installed.

  

  Business Response

  Date: 08/20/2025

  We regret the frustration this experience has caused and appreciate the opportunity to address your concerns. We see that you have spoken with two members of our National Experience Team, who are currently working on updating your account to reflect the discussion you had with them. As confirmed, we will be cancelling the contract for the new contract and proceeding only with the repair service for the flooring installed in 2021.

  Our goal is to complete the repair at the cost verified through your design consultant. At this time, our team is working to source the necessary material so that the repair can move forward as discussed. While the sourcing process is not yet finalized, our management team is actively working toward a resolution that aligns with your original agreement.

  We appreciate your patience as we continue to work through this matter and will remain in contact until the repairs are completed.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23767905
  
  I am rejecting this response because: While I appreciate 50Floor's effort in trying to resolve this matter, they had almost 3 full months to order materials and have the flooring installed. It appears they are only now trying to get the necessary materials to make the WARRANTY repairs. They have not put a timeline on their efforts, so does this mean that I can be waiting another 3 months?

  I will keep rejecting their responses until the repairs are completely made to my satisfaction.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 08/26/2025

  We sincerely apologize for the delay and the frustration this has caused. Please rest assured that we are actively working to source the necessary materials for your repairs. While there have been unexpected challenges in obtaining this product, our team is continuing to pursue every available option to secure it as quickly as possible.
  We truly value your patience and want to reassure you that resolving this matter remains a top priority. We will provide you with an update on the timeline as soon as we have confirmation of materials. 

  Thank you again for your understanding as we work diligently to bring this to completion.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23767905
  
  I am rejecting this response because: I still do not have the repair work performed. I understand their response, but I will not fully accept it until the repairs are completed. I fear that accepting a response from 50Floor will only make them go silent once again. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:08/14/2025

  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.

  On July 14 2025 we received a quote for $14686 which included a floor vinyl plank installation and carpet added to 12 steps (13 with Top level). A change was requested for the steps to hardwood floors instead of carpet (vinyl plank floor installation remained the same) and I received an invoice for the upcharge at $15089 on 7/22/25. I paid the requested 50% at this time for $7545 (7/22/25). Installation was scheduled for 8/11/25 at the time of payment. The team did begin the installation on 8/11/25 and stated they could not start work until I paid in full. This was not the agreement at the time of the first payment on 7/22/25 as I was told payment was due at the completion of the install. I did pay upfront and stated my frustration but they insisted they could not start until this process was completed. The first day went as planned and they removed much of the prior flooring and started installation in the house. On the next day, 8/12/25, carpet was removed on the steps and an installer began installation of a step on the bottom of the run of stairs. I immediately noticed he was installing a plank on the top of the step was appx 2" short of the step. I inquired on how they were doing this step and he found a 2.25" edge strip and stated this is all they have available that would match the color. I immediately had him stop the installation and found the lead installer and told him if they cannot provide proper steps, I need this removed from their work order. Unable to fully fit this installation issue here. I have attached the document tracking the negligence. Please review the attached work file and review the picture (of the improper step installation). Thank you

  

  Business Response

  Date: 08/18/2025

  We would like to have a manager schedule an in-home assessment to review and address the concerns outlined in your complaint. At this time, we have already placed a call and left a voicemail at the phone number we have on file associated with this account. Our goal is to evaluate the installation and provide you with a clear path forward for a resolution.

  Thank you for bringing this matter to our attention.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 08/18/2025

  I have just finished a conversation with **** for an in home consultation review next Monday between 2-3PM. He stated he will call before arrival. I will not replace the steps until after this meeting. 

• Initial Complaint

  Date:08/13/2025

  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.

  Just after the warranty expired the larger room developed wrinkles in the carpet and i remembered that the installer used a knee kicker to stretch the product. After research I realized that a room that size requires a power stretcher so they sent an installer that didn't have the proper tools. I asked 50 floor if they could restretch it and they wanted to charge me over $200, then continued to drop the price to appease me. In the interest of good customer service i think they should make this install right after getting almost $3000 for my carpet job

  

  Business Response

  Date: 08/13/2025

  Thank you for reaching out to share your concerns. Our records show your carpet installation was completed on February 21, 2023, and is covered by a one-year installation warranty guarantee. We received your request in August 2025, which is outside of the warranty period.

  That said, as a gesture of good customer service, were happy to waive the re-stretch fee for you. Per the manufacturers guidelines and warranty requirements, the carpet will need to be professionally cleaned within 12 to 18 months of installation using hot water extraction, and a receipt for this cleaning must be provided prior to the re-stretch.

  Weve attached a Certificate of Completion confirming your carpet was installed in good standing on February 21, 2023. Once the carpet has been professionally cleaned, please forward the receipt to your local market so they can coordinate the next steps if youd like to proceed.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:08/11/2025

  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 name is ****** ****** My floor was installed in 04/17/2017 at ********************************************** planks are peeling on several planks. I have placed five calls and email to 50 floors and no one has returned my call from customer service. I was told on five occasions someone would call within 24 to 48 hours.

  

  Business Response

  Date: 08/12/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration caused by the delay in communication. Please know that a member of our National Experience Team, Tierra, left you a voicemail on August 4th to discuss your concerns in detail. Our sincerest apologies if it was not received. 

  At your earliest convenience, please feel free to contact Tierra directly at ************. We have also made sure to alert Tierra about your BBB complaint to prioritize your case.

  We appreciate your patience and look forward to resolving this matter for you.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23731035
  
  I am rejecting this response because: I have submitted additional information to company and wanting for them to contact me with a resolution.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 08/20/2025

  We appreciate you sending over the additional photos and want to thank you for taking the time to provide that information. A customer service specialist is currently reviewing the photos, and we kindly ask for some additional time to complete this process. Due to staffing shortages, it may take longer than usual to finalize a resolution or next steps, but we will be in touch with Ms. ****** as soon as the review is complete.

• Initial Complaint

  Date:08/03/2025

  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 signed a contract with 50 Floor for both luxury vinyl and carpet installation on 10/23/24. LVT installation set for 11/6 and 11/7, and carpet for 11/9. Entire house getting redone, $15,000 job charged to a newly opened **************** acct specifically for this job. Contractors arrived super late with no call on second day, affecting the amount of time actually needed off work for us to oversee job. When they left day one, they left a grate off the ductwork, allowing our cat to escape in there and requiring the fire **** to come out to assist rescue before she entered the furnace via the ductwork. The actual work done on both the carpet and the luxury vinyl is poorly done in many places. I contacted the point person from 50 Floor about all of this, and I also ended up having to send him a bill from a plumber (at his request) to be reimbursed for the flooring installers not correctly reinstalling the toilet connection in our downstairs bathroom, resulting in a leak on the brand new laid flooring. We were to be reimbursed on our **************** acct for both the plumbing and for our time when the installers were extremely late - I have this in writing from the contact person from company, but zero reimbursements have been made. $325 total. In addition, we had to ask for the company to come back out to finish the job after they left it unfinished, particularly the quarter round and baseboards they left poorly done or completely not done, and we were able to take a photo of the work order that was given to installers that says they should have just given us the quarter round and told us to have at it, clearly implying they believed we were the problem when we in fact just wanted a job well done for the money we paid. We also were asked to sign off on good work by the carpet installers, but we were NOT given the same checklist for sign off by the vinyl installers, and I have all of that in writing, as well. Vinyl installers simply had me sign but did not have a checklist.

  

  Business Response

  Date: 08/06/2025

  Per complaint contacted ******* family. Received email correspondence, under review. 50Floor plan to part ways amicably and offer solutions to satisfy. Due to nature of requests we ask up to 10 business days for options to resolve.

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23694080
  
  I am rejecting this response because: While I have been corresponding with 50Floor and am already aware they need up to 10 business days to fully respond and work to resolve this, I do not wish to close correspondence yet with BBB. The initial solution sent from our contact at 50Floor corporate office did not address what the issues are per the evidence I provided, so we are still seeking the financial compensation requested via our BBB formal complaint. 
  
  Sincerely,
  
  ******** Menegos *****

  

  Business Response

  Date: 08/11/2025

  Thank you for your response. We want to confirm that the refund has been submitted to **************** from our end. Please note that the timeframe for the refund to reflect in your account may depend on ***************** internal processing times.

  We have completed all necessary actions on our side, and attached is the receipt confirming the refund submission for your reference.

  We appreciate your patience and remain available to assist with any further questions.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23694080
  
  I am rejecting this response because:

  Just like last time- we appreciate that ****, the Cleveland office manager of 50Floor, is working with us on this issue. We are simply rejecting the response again because wed like BBB to be available to us as we continue navigating this process. We will be calling **** back to have him come out and evaluate our flooring himself.

  
  Sincerely,
  
  ******** Menegos *****

• 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

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