Complaints

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

close

Find a Location

50 Floor has 21 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

• 

  50 Floor

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

  
• 

  50 Floor, Inc.

  601 Bricksteel Ln Garner, NC 27529-9659

  
• 

  50 Floor Charleston Metro

  3250 Goodiron Way North Charleston, SC 29418-3487

  
• 

  50 Floor

  8444 Castlewood Dr Indianapolis, IN 46250-5531

  
• 

  50 Floor, Inc.

  9580 Delegates Dr Orlando, FL 32837-8374

  

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:09/05/2024

  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.

  50 Floor came out and installed a laminate floor in 2019. In October 2023 we noticed the floor was separating where the planks came together. They came out and fixed it. Now (August 2024), we find that the problem is happening again. Not only where it was originally, but there are other places in other parts of the house doing the same thing. Also, we had them install bathroom flooring in February 2023 and that floor is starting to do the same thing. They sent a repairman out and he took pictures and said someone would be calling us. That was about a week and a half ago. No calls from anyone. We keep calling to talk to someone; they take messages and say someone will call us, but no one ever calls.

  

  Business Response

  Date: 09/09/2024

  Thank you for sharing your experience with us. We are truly sorry to hear about the ongoing issues with your laminate flooring and the lack of follow-up communication. Our records indicate that your local market management team is already working with you directly to address these concerns.

  We are committed to resolving this situation and ensuring that your flooring issues are properly addressed. Please continue to coordinate with our local team, who we see in has been in touch to provide further assistance. If you have any additional concerns or need further assistance, please feel free to reach out to me directly at ************. 

  Thank you for your patience and understanding as we continue to work towards a resolution. 

  Respectfully,

  50Floor

  Customer Answer

  Date: 09/09/2024

  In their  response to you they say that the local market management team is already working with me to address the concerns.  They sent someone out to look at the problem, but that person said a supervisor would be calling us and we havent heard from anyone and every time I call them they say they are leaving a message for someone to call me, but they never call.  
  

  I dont agree or see that they are interested in helping.

  

  Business Response

  Date: 09/16/2024

  Thank you for bringing this to our attention. We understand how frustrating it must be to experience these recurring issues with your flooring, and we apologize for the delays in communication. Our records show that your local market team is actively working on your case and has requested photos of the flooring to help further assess the situation.

  We will follow up with the team to ensure that someone reaches out to you as soon as possible to resolve this matter.

  50 Floor

  Customer Answer

  Date: 09/16/2024

  I have been calling them on a regular basis.  They dont call us.  We sent them pictures as requested and I called them today and now they want more pictures, which I have sent them today.   We would like to have their manager come out.  Today they say I should hear back today or tomorrow.  I have no faith in them calling because they never call us.  It is us calling them.  I feel like we are getting the run around.  

  

  Business Response

  Date: 09/18/2024

  A repair is currently scheduled for 9/24 to address the issues you've raised. We appreciate your cooperation in sending the necessary photos to help us assess the situation. Our team is committed to ensuring this repair is completed to your satisfaction.

  If you have any further concerns or if theres anything else we can assist with before the scheduled repair, please dont hesitate to reach out directly at ************. We value your business and look forward to resolving this matter for you.

  50Floor

  Customer Answer

  Date: 10/09/2024

  I just wanted to update you on what's happening (or not happening) on our case.  I still continue to have a hard time getting anyone to return calls.  I talked to ***** ****** this morning.   
  
  The floor was originally put down in 2019.  We had a problem with it last year and they came out to "fix" it.  It's doing the same thing now, only now there are places it is coming apart all over the house.  They came out last October (2023) to fix this problem.
  
  There are also two places in the bathroom which was installed in 2023.  
  
  Their inspector came out and ran is tests etc and said he didn't see that it was anything we had done to make it come apart.  After their stalling, they are telling us now that the only thing they will do for us is to replace the floor that they put down in 2023.  They keep saying they only warranty it for one year....but they came out last year after it being put down in 2019 and tried to fix it.  Now it's messed up again.  
  
  The company who makes the flooring says on their packaging that it is lifetime warrantied.  We believe that it was the way they put the floor down that has caused it to come apart all over the house.  
  
  We have jumped through all their hoops to try to get them to come fix the problem.  Yesterday we talked to a manager named ****.  Today he is not answering his phone or returning calls.  The only person I can ever get to answer the phone is ***** ****** and she says the only fix they will do is the 2023 floor.  
  
  10/9/2024
  
  We were finally able to talk to **** today and he assured us he would have someone call us today.  I don't have much faith that we will hear back from them.  
  

  
  

  

  Business Response

  Date: 10/17/2024

  Thank you for sharing your concerns, and we sincerely apologize for the frustration youve experienced throughout this process. We understand how important it is to have your flooring in good condition, and we want to clarify a few details regarding your situation.

  Regarding your 2019 flooring installation, the warranty has unfortunately expired, and while we were happy to assist with repairs in 2023, those repairs were outside of the standard warranty period and were completed as a courtesy. However, the flooring installed in 2023 is still covered under warranty, and we are fully committed to resolving any issues you are experiencing with that installation.

  Please reach out to us directly at ************ to coordinate the repairs needed for the 2023 installation.

  Respectfully,

  50Floor

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22245092
  
  I am rejecting this response.:The floor that they refuse to repair because it's out of warranty was out of warranty when they repaired it in October of 2023.  They couldn't even find the record where they had installed the first floor that was purchased in 2019.   We sent them the paperwork.  We have paid to have an inspection of our floor by an independent company and we called 50Floor to tell them we would like to meet in person with them and share the report but they have refused to do that.  We also told them that we want a letter from explaining that they will not meet with us and that they refuse to fix or replace the 2019 floor.  We have a terrible time just communicating with them.  We called **** ***** today to ask when they were going to give us the letter.  He doesn't have an answer yet.  
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:09/03/2024

  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.

  We had laminate flooring installed and we're told that it had a lifetime guarantee. The joints of the floors are bending and cracking in high traffic areas. We reached out to 50floor starting back in February 2024 and have had to keep calling back to check on our claim *****. Finally in August 2024 we were told that 50floor no longer works with the manufacturer of our flooring and they are not having any luck with the claim. We were advised to reach out to the flooring manufacturer ourselves to see if we had better luck.

  

  Business Response

  Date: 09/09/2024

  Thank you for bringing this to our attention. We apologize for the inconvenience youve experienced with your laminate flooring and the difficulty in resolving your concerns. 

  We are actively investigating this issue and working closely with our vendor regarding your claim. Please be assured that we are committed to resolving this matter, even though it may take some additional time. We understand the frustration of having to follow up repeatedly, and we are dedicated to providing you with updates as we progress.

  In the meantime, if you have any further questions or need additional assistance, please dont hesitate to contact me directly at ************. We appreciate your patience and understanding as we work towards a resolution.

  Respectfully,

  50Floor

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22235351
  
  I am rejecting this response because: we should not have to wait for warranty that was guaranteed for life and we should not be asked to reach out to the manufacturer when weve paid you and you state that you have a lifetime warranty. I just feel with how big your company is that you would take care of your customers
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/10/2024

  Thank you for your feedback. We understand your frustration and want to assure you that we are committed to resolving this issue as efficiently as possible.
  
  While the vendor claim process is necessary and unfortunately outside of our immediate control, please rest assured that we will keep you updated throughout every step of the process. Our team is dedicated to ensuring that your concerns are addressed and that you receive the support you need under the lifetime warranty we offer.
  
  We value your business and appreciate your patience as we work through this with the manufacturer. If you have any further questions or need additional information, please dont hesitate to reach out to us directly.
  
  Thank you for your understanding.

  50Floor

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22235351
  
  I am rejecting this response because:
  6 months has already passed and the only answer Im receiving is we can reach the manufacturer.  In the meantime my floors are getting worse. $10,000.00 is a lot of money for cracking floors. 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/20/2024

  Good day ma'am, per our conversation we're prepared to visit for inspection and next steps. Looking forward to turning this experience around for you and family!

  **************************
  National Customer Experience Manager
  ************************
  *************************************************************
  D: ************
  *********************************
  www.50floor.com
  
  Empower Exceptional Experiences Everyday

  Customer Answer

  Date: 09/20/2024

   
  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:09/02/2024

  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 company said it was 50 % off but after taking the measurments they quoted me a price of ****** so that means it would of been ******. This alone was way off compaired to other quotes and for this reason I told them to leave, dont need to be fooled and tricked. Now they wont stop bothering me with Texts almost every day and *** asked them to stop but so far they keep doing the same thing, and need it to stop!

  

  Business Response

  Date: 09/04/2024

  We appreciate you bringing this matter to our attention and apologize for any frustration youve experienced. We want to clarify that our company offers a free in-home consultation to provide a detailed and personalized quote based on the unique measurements and specifications of your flooring project. The quoted price you received includes materials, installation, and any additional services or warranties, which may differ from quotes you receive elsewhere.

  Regarding our promotional offers, the "50% off" total cost may vary depending on the scope of work and the products chosen. To ensure you receive the best possible quote, we also offer a price match guarantee.

  We take your concerns about text messages seriously and sincerely apologize for any inconvenience caused. We have removed your contact information from our communication lists and will ensure that no further messages are sent to you.

  Please know that we value your feedback and will continue to improve our practices to serve our customers better. If you have any further questions or concerns, please feel free to reach out.

  Respectfully,

  50Floor

• Initial Complaint

  Date:08/26/2024

  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.

  I wrote a 4 page letter to the CEO of 50 Floor. *********************** and the Regional Manager ***************************. I included 70 pictures all the issues I had with this company. They hire only 3rd party installers who have no respect for your home or the work they do. So you end up giving them top dollar for shotty work, repairs you have to make, clean up after each crew, repair any damages they might have done to your home. Their answer is to just keep sending out different 3rd party crews to try and fix the mess the last crew made. I was mislead about the inferior product and the installation by the salesman. Both repair crews stated things should have been different by original installers on each job. The product was inferior, the install work was horrible. The manager in ******* who will probable get this was terrible. With that said, I dont feel that this case will get any consideration because I complained on him as well. I contaced the corporate office and a person named **** replied stating he would turn this all around and make me a happy customer and a member of the 50 fl family. He even offered a 3rd party inspector to come look at my home. That lasted all but a day when he called and switched his offer to we have to send back the local crew who did the work. The top management can't be trusted the local management is terrible and the installers all are 3rd party subs who could care less. Not one time did ***** or ***** reach out to me about my issues. The last message I got was from **** who said they are done with my job and nothing can be done. If that is their position then I am requesting that for a half as**d job, I should pay half price for what I got and the days and headaches I had to endure getting to where I am. The first crew left so much caulk and glue on the floor that the second crew had to use paint thinner and other methods to rub the finish off the floor. I sent pics to no avail. I should not have to pay full price for this type of work.

  

  Business Response

  Date: 08/29/2024

  Thank you for taking the time to share your detailed feedback and concerns with us. We sincerely apologize for the experience youve had and understand the frustration it has caused. Your satisfaction is important to us, and we want to ensure that we address each issue thoroughly.

  We have been in communication with you, and per your request, our regional manager will visit your home to assess the installation in person. Unfortunately, our regional manager will not be in your area until October, and we appreciate your understanding in agreeing to wait for this appointment. We believe this on-site assessment will provide us with the best opportunity to evaluate the situation and determine the appropriate steps to resolve the issues with your flooring installation.

  We hope to resolve this matter to your satisfaction and restore your confidence in us. If theres anything else youd like to discuss or if you have additional concerns, please feel free to let us know. Were here to help.

  Respectfully,

  50Floor

  Customer Answer

  Date: 08/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is to further the good faith effort to remedy the situation. The matter is still ongoing and not resolved and will be updated in October when the appointment is made. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/23/2024

  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.

  I recently had the carpet upstairs in my home replaced by 50 floor (1800 sq ft). On the sales call the sales person quoted me a price on a specific carpet At the time I questioned him on the use of a 6lb padding. I said I was concerned with how thin it would be. 3 different times I stated that I was concerned this padding would be too thin. He explained to me this is the pad that is recommended for the carpet I chose and sometimes if you get thicker padding it will buckle or not lay flat. I told him that my other quote was for 8lb pad and he said why would you pay for something you dont needthis padding is excellent and then proceeded to ask my how much the other company was charging me and I told him and he matched their price. I decided to go ahead with 50 floor and he assured me 6lb would be good enough. Installation took place upstairs and once it was completed to a point we could get up my husband pointed out that a 3-4 foot section of the hallway was sticking up and it felt like a 3-4 ft long narrow hill, you can also visibly see it. This was never felt or seen before with our old carpet. The worker told my husband he meant to get around to saying something but he didnt but the carpet was already all done. A lead came out and looked and said there was nothing they could do it was the subfloor not a problem with the carpet. So when the remaining 50 percent was due I told the company that I wanted to address this issue that is clearly visible to the eye and caused by thin padding before I pay the balance. The salesman called me and said I didnt want to pay for 8lb so thats why the price included 6lb which is not true. I have proof in my other estimate that includes an 8lb estimate. He convinced me I didnt need 8lb and they recommend 6 with this carpet otherwise I would have asked for it. Their resolution is to have me pay $3500 more to have the padding switched. This is unacceptable. I was deceived so that he could make the sale.

  

  Business Response

  Date: 08/30/2024

  Thank you for bringing your concerns to our attention. We are currently in communication with you and are committed to resolving the issue with your carpet installation.
  

  We understand the importance of addressing your concerns about the padding and the visible issue with the carpet. To ensure we reach the best resolution, we are working to schedule an appointment for one of our managers to visit your home and complete a thorough walk-through of the carpet. This will help us better understand the problem and explore all possible solutions. As of 8/29, a voicemail was left to schedule the assessment. You can return our call at ************.

  We appreciate your patience as we work through this, and we are dedicated to addressing your concerns to your satisfaction. If you have any further questions or need additional information, please feel free to reach out to us directly.

  Thank you for your understanding, and we look forward to resolving this matter promptly.

  50Floor

• Initial Complaint

  Date:08/23/2024

  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.

  Issues: Color of stairs doesnt match flooring installed and cannot add a runner to my stairs, forceful sign off practices First, we will start with the sales **** who even though I originally wanted hardwood stairs so I could put a runner on them, he advised me that *** treads would match better and I could still put a runner on them so if I want it to look best, I should get the **** Not only did the treads they installed not match but then sales *** tells me after its installed that 50 Floor will not put a runner on *** and it will void their warranty. But what Im most upset about is the color. To speak more on the fact that they dont match, it turns out 50 Floor got stair treads from another manufacturer that was close the flooring they installed in the rest of the house because the treads from the correct manufacturer were still on back order and I had already waited 8 months for which I was happy to wait for the floor I wanted. When the installers arrived, they assured me that, even though I thought the treads didnt match before they pulled up the carpet, that they were the correct treads for the flooring I was putting down. So I agreed to let them start with the hopes that it would look better after it was installed. It did not. I didnt want to sign off on the color of the stairs but the installers said they wouldnt leave until I did so I felt bullied to sign off. So I reached out to 50 Floor to express my dissatisfaction and customer service confirmed that the incorrect treads were installed and stated that they would ***lace the *** treads for free once the manufacturer gets it in stock. That was four months ago. Today I reached out and was told that the manufacturer of my flooring discontinued the matching stair treads and therefore I would have to pay to have them come out and ***lace with hardwood and a stain. I have been paying for stairs I didnt want for 4 months and now its going to cost me extra money to get them fix them.

  

  Business Response

  Date: 08/30/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues youve experienced with your stair treads and the overall resolution process. We understand the frustration regarding the color mismatch and the inability to add a runner to the *** treads.

  Please be assured that we are committed to providing a satisfactory resolution. Our team is actively working with you directly to address the concerns and find a solution that meets your expectations. While we recognize that this has been a challenging situation, we are dedicated to resolving it as swiftly and effectively as possible.

  We appreciate your patience and understanding as we work through this matter.

  50Floor

• Initial Complaint

  Date:08/15/2024

  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.

  Two weeks ago I had flooring installed in two rooms - one room was the master bedroom. The team leader was out sick but the other two installers arrived and got started between 10:30-11 am. the team leader is the only person who speaks English which meant it was extremely difficult to communicate with the installers. They decided that rather than remove the furniture from the room, they chose to move side to side. I gave the space to work and checked in periodically.They finally completed the job after 7 pm. When getting ready for bed, I found my nightstand contents were a complete disaster - 90 percent of the contents were not in the place I keep them in and just a complete mess. The next morning I went to sweep and clean the floor and saw that my footboard had been broken at the leg. The bed is 2 1/2 years old and was not damaged prior to the installation l. I contacted the installation manager and told him the issues. I sent pictures via email at his request. He said he would get back with me. I got a quote for the footboard replacement and gave him the information. On the Sunday after the installation I received a call from customer service regarding my experience with the installation. I informed her of the issues and she said someone else would be in contact with me. Last Wednesday the team leader contacted me and asked for the same information and pictures that I had emailed her supervisor. Then the installation manager called me back. He was rude, disrespectful and blamed me. Afterwards I contacted someone above him to inform them of the overall situation regarding my personal property and how I was treated by the employees. Again I was told someone would be in contact. My husband called the salesman who came out and sold us the flooring. The salesman said he would follow up and forward to the appropriate Regional Manager. It has now been two weeks and still nothing. This is unacceptable. The cost of the footboard $407.00.

  

  Business Response

  Date: 08/15/2024

  We sincerely apologize for the experience youve described, and we understand how frustrating this situation has been for you. Our records indicate that you have recently spoken with a member of our corporate office, and we will be processing a refund of $406.58 to your original form of payment, as requested. Please allow five to seven business days for the refund to be processed and reflected in your account.

  Please know that your feedback is very important to us, and we are committed to ensuring that situations like this are handled with the utmost care and professionalism. If you have any further concerns or require additional assistance, please dont hesitate to reach out to us directly.

  Thank you for bringing this to our attention, and we apologize again for any inconvenience this has caused.

  Respectfully,

  50Floor

  Customer Answer

  Date: 08/15/2024

   
  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:08/05/2024

  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.

  on 5/24/24 i ordered Dreamweaver Montauk (60 oz.) 294 garden rock carpet. we ordered he thickest due to high traffic, for 3 large rooms approx. 900 sq. ft., the 1st open date was 6/19/24. i then stripped the house for installation everything went into the closets and ******************** carpet was laid in 2 ************ taped it so we didn't trip. the installers showed me that the carpet is a manufacturer defect and could not be cut properly or seamed together properly (seamed together? the sales lady only said a seam @ each door, seams that i wasn't told i would have) now it's one 20 ft, seam in each room plus at each ********* would fray wear it's cut) they reorder it, 6/25/24 they came to redo it, again the new carpet has a manufacturer defect, and it is of lesser quality 40oz. all of this was happening with numerous calls to numerous different people. i was told by a manager of 50 floors to vacuum to 5x's and it would be the same and to trust him i wouldn't even see the seams. (they only have 12 ft. wide not 15ft. wide which is what i need in each room. so i wait each day by the phone, i only have a house phone, for them to call me with the right 60 oz. , no manufacturer defect so it doesn't fray. well, i've called every day for a month, leaving voice mails, my house packed up like i moving and fraying carpet. i paid the 1/2 down when i ordered it.

  

  Business Response

  Date: 08/09/2024

  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration you've experienced with your carpet installation. We understand the importance of receiving the correct product, especially after the challenges you've faced.

  We wanted to inform you that the new Dreamweaver ******* (60 oz.) carpet you requested has arrived. Our local market team will be reaching out to you within the next 48 hours to schedule a new installation appointment. We are committed to ensuring that the installation is done correctly and to your satisfaction.

  If you have any further questions or concerns, please don't hesitate to contact us directly at ************. We appreciate your patience and look forward to resolving this matter for you.

  Respectfully,

  50Floor

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22093546
  
  I am rejecting this response because: that is not what we agreed to, myself and *********************** agreed to a full refund of $2971.50.
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/13/2024

  Dear Valued Client,
    Thank you for reaching out and sharing your concerns with us. We deeply regret the inconvenience you've experienced during the carpet installation process. We understand that the situation has been frustrating, and we appreciate your patience as we worked to resolve the issue.

  We want to clarify that while we understand your request for a refund, we did not agree to this, but instead, we forwarded your request to our management team for consideration. Unfortunately, after careful review, the refund request was denied. However, we are committed to fulfilling our contractual obligations and pleased to inform you that the correct Dreamweaver ******* (60 oz.) carpet has arrived and is ready for installation. We would like to schedule the installation at your earliest convenience to complete the project.

  As a gesture of goodwill for the inconvenience youve encountered, we would like to offer you $250 in compensation. While we believe this situation does not justify a refund, we hope this compensation, along with the installation of the correct carpet, reflects our commitment to your satisfaction.

  Please let us know a convenient time to schedule the installation, and feel free to contact us directly if you have any further questions or concerns.

  Thank you again for your understanding.

  50Floor

• Initial Complaint

  Date:08/03/2024

  Type:Customer Service 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.

  April 2024. Had a 40' x 25' flooring installed. EVP recommended and guaranteed by sales person. In July, the flooring is buckling/bulging near stairway and railing. Have had several emails, phone conversations and texts with customer service representatives and HQ managment. No visit has been scheduled to observe and assess the problem

  

  Business Response

  Date: 08/05/2024

  We have reviewed the complaint from ************** regarding the buckling and bulging of the flooring installed in April 2024. We apologize for any inconvenience and frustration this issue has caused.

  We are pleased to inform you that we have been in direct communication with ************** and have scheduled an assessment appointment for early next week. Our team will visit the property to thoroughly observe and assess the problem to ensure a prompt and effective resolution.

  We are committed to addressing these concerns and appreciate the opportunity to rectify this situation.

  Respectfully,

  50Floor

  Customer Answer

  Date: 08/06/2024

  This is a false statement.  "have scheduled an assessment appointment for early next week".  A phone call was received.  *********** provided no scheduled date or time for the assessment. There have been a number of statements by the company regarding what they would do.  However, nothing has been done.

• Initial Complaint

  Date:07/20/2024

  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.

  On July 6 2024 The installers arrived four hours late to install my carpet. I was not contacted by 50 floors that there were a delay. I have received the worst customer service ever from this company. People , please do the research find a better company. My carpet is popping up in some corners,it was cut too short and a damage.Some of my wires. I had appointment for today between 8 and 12 .No one has called and no one has showed up to do the repairs. **************** Continues lie and give me the run around about doing the repair. I wouldn't recommend this 50 floors to anyone.. I just contacted customer service again this morning.Saturday July 20th. No one is in the office or returning my calls . The worst customer service experience ever. Again no one has showed

  

  Business Response

  Date: 07/22/2024

  We sincerely apologize for the inconvenience and frustration you have experienced with our service. We regret that the installers arrived late on July 6, 2024, and that you were not notified of the delay. We understand the importance of timely and effective communication and apologize for falling short of your expectations.

  We are also very sorry to hear about the issues with your carpet installation, including the carpet popping up in some corners, being cut too short, and the damage to your wires. We take full responsibility for these errors and are committed to resolving them promptly.

  Our team is scheduled to arrive today to correct the issues. We apologize for the lack of communication regarding your appointment this morning and assure you that we are addressing this internally to improve our customer service.

  Once again, we deeply apologize for the inconvenience. We value your feedback and will use it to ensure such issues do not happen again in the future.

  Thank you for bringing this to our attention.

  50Floor

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22018571
  
  I am rejecting this response because: the installers destroyed my system cutting the wiring all around and to complete the carpet and wiring repairs I have schedule another appointment. This is the Result of poor cuservice  

  Sincerely,
  L Glass

  

  Business Response

  Date: 07/24/2024

  We understand your concerns and are committed to resolving this issue to your satisfaction. Our intention was never to cause such a disruption, and we deeply regret that our actions led to this situation.

  Our records indicate you have spoken with a member of our customer care team. We have requested Ms. ***** to hire a contractor to address the cable issues with the sound system. Once the wiring repairs are completed, we will be more than happy to promptly return and finish the necessary carpet repairs.

  We value your business and are dedicated to ensuring that all our customers receive the highest level of service. Please contact us directly at ************ to schedule a convenient time for the carpet repairs once the wiring system has been addressed. 

  Thank you for your patience and understanding as we work to make this right.

  Respectfully,

  50Floor