Complaints
This profile includes complaints for 50 Floor's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 241 total complaints in the last 3 years.
- 98 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/13/2024
Type: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.
Refunding instal & the cost original baseboards iwould make me whole, as no QUALITY standards floors or PADDING was laid, my original baseboard were damaged, leaving cracks and less than standard 8mm when local stores standard are 12mm to 22mm. I paid PREMIUM PRICE several $1k and they advertise FREE installation when $1500+ is spent. Refund iproperly calculated to starti all over, hire professionals to removie inefficient 8mm materials & reinstall 12mm floors with PROPER padding, & new surrounding area baseboards.The quote I sent GM didn't include new bordering, it was only for 8mm not the quality standard of 12mm. My mental anguish is PRICELESS, when I researched flooring company with A+ BBB rating & have been in contact with them since 1st business day of install & was ignored. Until I posted my review. Will consider updating to satisfied when my terms are met.
Business Response
Date: 04/19/2024
Thank you for reaching out to us via the Better Business Bureau regarding your concerns. We value your feedback and aim to address this matter promptly and effectively.
According to our records, you entered into a contract with 50Floor on March 11, 2024, for the installation of Classic Everglades Mahogany laminate flooring. Upon completion of the installation, you verified the product and signed a Certificate of Completion. Enclosed within this BBB complaint, you will find the signed documents for your reference.
At 50Floor, we pride ourselves on offering a wide selection of high-quality laminate flooring options, including various colors, sizes, and price ranges. Our partnerships with leading manufacturers in the flooring industry instill confidence in both the quality of our products and the excellence of our installation services.
As outlined in the contract, white quarter round was installed,which is standard practice during flooring installations. It is not uncommon for minor scratches or scoring to occur on baseboards during this process, as noted in line Q of the pre-installation checklist, initialed by you.
We understand your dissatisfaction and are committed to resolving this issue. Our records indicate that you were previously offered $2,100 in compensation, along with the opportunity to schedule an appointment to verify the proper installation of padding as per the manufacturer's specifications. Regrettably, both offers were declined. However, they still stand should you choose to accept them.
Furthermore, in accordance with your contract and our Gold Star One-Year Installation Warranty, we guarantee the professionalism and quality of our workmanship. If any further installation service related to the original installation of your flooring is necessary within the first year, we will provide it at no additional cost to you.
We stand behind the quality of our products and installations and remain committed to your satisfaction. Please feel free to contact us if you have any further questions or if you would like to proceed with the offered resolution.
Thank you for your understanding and cooperation.
50Floor
Customer Answer
Date: 04/21/2024
Please refund full payment to 50 Floor for install, materials, and the cost to replace my original baseboards that match the other flooring in residence. The refund would make me whole, as no QUALITY standard flooring or PADDING was laid, my original baseboard were damaged, leaving cracks and it is not PREMIUM floors, below standard 8mm as local store's standard is thicker and more durable 12mm to 22mm vinyl or marble. I paid PREMIUM PRICE for best QUALITY and 50 Floor advertises FREE installation when $1500+ is spent. Full refund is properly calculated to start project all over, hire professionals to remove insufficient 8mm cheap materials & reinstall *****mm vinyl or floors with 20 year warranty that protects customers on normal shoe wear, has PROPER padding, & new surrounding area baseboards, yet what was installed only has limited warranty. The wood floors that connected to what was installed by 50 Floor that I've had for years are buckling since 50's install. The quote I sent the ** didn't include new baseboard bordering, it was only for matched 8mm not the quality standard flooring of at least 12mm.
My mental anguish is PRICELESS, when I researched and found 50 Floor company with A+ BBB rating. Disappointed as I've been in contact with them since 1st business day of install & was ignored, until I posted my BBB review. I can consider updating BBB review to satisfied when my refund terms are met. I can't find out how to update my concern's missing data, but hopefully can find the answers within my 7 attachments. Thanks for your review and consideration of the uploaded documents, referring to Home Construction Consumer Protection Act of home project document guidelines, as requirements are missing so it's Invalid and Voided due full refund. I'm request $6500, as I prefer they not come back to do any more damage.
Best Regards,
****** 4/21/24
Business Response
Date: 04/25/2024
Thank you for sharing your feedback with us. We genuinely apologize that the resolution we provided didn't meet your expectations. Your satisfaction is incredibly important to us, and we regret any inconvenience this may have caused.
While we understand your concerns, we want to assure you that we stand by the resolution we've offered. Our team has thoroughly assessed the situation and believes this is the most appropriate course of action to resolve the issues at hand.
Respectfully,
50Floor
Customer Answer
Date: 04/25/2024
Complaint: 21570803
4/25/24 at 5:45p I'm sorry, I can't view 50 Floor's response, so I am rejecting response because I can't see any since my 4/21/24 response was submitted and there is a deadline.Please, I don't want 50 Floor back to repair. I have attached 2 quotes with thicker and better flooring materials, new borders, padding, and transitions.
I am over the age of 50 and considered disabled, so please work with me to resolve this matter with a full refund as soon as possible.If an offer based upon my requested terms have been submitted, please let me know in a new and separate response. I hope to avoid legal actions, but have been made aware that it may be an option to receive proper restitution.
The contractors and quotes received are private communications and off limit under the home improvement and consumer protection acts. They are only to be utilized for submission of services evidence. Therefore, please do not contact or involve potential contractors in this dispute, as they are potential contractors.
Sincerely,
B MarksIMPORTANT / CONFIDENTIAL/ PRIVATE NOTICE - This message contains information that is subject to client, services, products, Home Improvement, Consumer Protection Acts, and/or confidential disclosure of applicable privacy laws. Noted on 4/21/24 and 3/18/24 submissions, without proper requirements to home improvement document, no money is due a contractor.
Please note the notice to avoid contacting contractors, person, places, businesses, or entities of quoted installs. Do not copy or forward shared information with anyone outside of BBB without client's legal authorization. Do not share content or any portion of written electronic communications, as all is communication-protected legally.
If you received this message in error, please kindly notify the sender immediately.
Dissemination, distribution, copying, or forwarding is strictly prohibited legally. Unauthorized interception of this message violates the ********** Communications Privacy Act, 18 U.S.C. 2510 et seq.
THIS LEGAL NOTICE is binding by law to protect the privately shared details of client, business, and mediator, overriding any associated hardware, platform, data, information warehouse(s), and correspondences, therefore a possible breach may be filed in any court of law. Thanks for abiding.Business Response
Date: 04/26/2024
Thank you for sharing your feedback with us. We genuinely apologize that the resolution we provided didn't meet your expectations. Your satisfaction is incredibly important to us, and we regret any inconvenience this may have caused.
While we understand your concerns, we want to assure you that we stand by the resolution we've previously offered. Our team has thoroughly assessed the situation and believes this is the most appropriate course of action to resolve the issues at hand.
Respectfully,
50FloorInitial Complaint
Date:04/10/2024
Type: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.
Tile damaged on repair and never fixed.Business Response
Date: 04/16/2024
Dear Valued Client,
Please accept our sincerest apologies for the oversight in not having the issue repaired, and we thank you for bringing this to our attention. We acknowledge that you are in touch with your local market, and an assessment has been scheduled for April 16th to further investigate your flooring concerns.
We are committed to resolving your flooring issues promptly.
Kind regards,
50FloorInitial Complaint
Date:04/10/2024
Type: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 must be really struggling or not sure what could be another reason to deceive the buyers like that. The sales guy who came to do measurements for our carpet in November 2023 had a sample of nice carpet on him that is what we thought we were paying for. However, on the day of installation they brought a very cheap bad quality (a lot worse than builder grade) carpet with a terrible chemical smell. When I lifted a corner I could literally see the light coming through the carpet and took pictures. Our old what they call builder grade carpet looked and felt much better quality (attached pictures of both carpet to compare). But it was too late to change the order because our old carpets have been ripped out really quick before I noticed the difference and we needed new carpets that very same day.This company sells really cheap terrible quality carpet that is $0.93 per sq ft at Lowes at triple the price. Their manager was also very unprofessional on the phone and said he could see the difference between the two carpets pictures I sent him but theirs was still the best quality and kept repeating it all over like a broken record. He said just wait till it blooms. Its been 4 months but still no blooming.Business Response
Date: 04/12/2024
Dear Valued Client,
We regret to learn that your experience with our flooring service did not meet your expectations.
Upon reviewing your file, we noted that the product verification was signed before the installation, confirming that the selected carpet was approved for installation. This process provided our client with the opportunity to confirm the product before installation. After the installation was completed, our client signed a certificate of completion,verifying that the installation met satisfactory standards. We kindly ask you to review the signed consumer documents.
As the installation and the carpet, itself are not at fault, but rather a matter of personal preference, 50Floor is willing to replace it with a carpet of your choice by paying only our cost.
50Floor takes pride in the quality of our products and the warranty of our installation. In line with your contract,50Floor provides a Gold Star One-Year installation warranty, ensuring professional workmanship that adheres to the flooring industry's standards. If additional service related to the original installation is necessary, 50Floor will provide this service at no additional charge during the first year following your installation.
We understand your concerns and regret that you are dissatisfied with your experience; however, after a thorough examination of your signed contractual agreement, it is clear that 50Floor has met its contractual obligations as outlined in the attached signed documents.
Sincerely,
50FloorCustomer Answer
Date: 04/15/2024
Thank you for your help in this matter!
As I mentioned the installation crew was moving super quick and our old carpets have been ripped off by the time I saw the quality of a new one. We have two kids who needed their bedrooms to sleep in and we couldnt wait another week or so till 50 floor tries to look into this matter. It took forever to get an hold of their manager that day. Weve been trying since 8 am and were only able to reach him around 2:30 pm.
All our furniture has been moved and pushed, no major damage just instability or shaking of the beds but I wouldnt want to go through this process again. It took us forever to clear dirt and dust from our windows, walls furniture because they had to scrape the floors and there was huge smoke of dust in every single room. With that being said we absolutely dont want to go through this disaster again and reinstall carpets again as 50 floor offering. All we ask is to adjust the price accordingly to their carpet quality which sells for $0.99 at Lowes not what we paid to 50 floors for it.Thank You!
Business Response
Date: 04/22/2024
The customer was offered an alternative carpet selection, but chose to proceed with the original installation.
It should be noted that the installation and the carpet quality are not in question; it is simply a matter of personal taste. 50Floor is prepared to replace the carpet with one of your choosing, charging only the cost price.
We acknowledge your concerns and are sorry to hear of your dissatisfaction. However, a detailed review of your signed contract confirms that 50Floor has fulfilled all contractual commitments as specified in the provided signed documents.
Sincerely,
50FloorInitial Complaint
Date:03/30/2024
Type: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 reached out about my flooring warranty and the products they installed is not accurate. I purchased in 2022. We have pets and they walked through to recommended this laminate flooring that are 24 hours water resistant, wear resistance and joint integrity etc. Best for pets. Beforehand they sent people to install the flooring upstair they rushed. The floor looks ok and then when we had pet accidents we cleaned it up right after. However the laminate bumps mostly everywhere including peeled off laminate and scratches even under our bed that there is no accident but bumps? I contacted them in November 2023. They sent somebody to check it out and took pictures. They confirmed that people who installed the flooring did not do the right way. They said that the installer is the problem. The product they suggested is discounted. Before I bought, there is lifetime warranty included.I mentioned that we have lifetime warranty to have it replaced. They confirmed that there have. After that I heard nothing for months. I contacted to follow up every week since November. Nothing action had been taken. They kept telling me excuses. First- not enough staff, Secondly holidays came around the corner, Third they said they submitted vendor to warranty many times and heard nothing. Lastly they said it takes up to 3 to 6 weeks. I goes, It has been months now. Speaking at this moment it has been 4 months now. Nothing happens. I am tired of chasing to correct the situation i have ongoing. It impact my future plans.Business Response
Date: 04/08/2024
Thank you for your review. We apologize for any inconvenience your concerns have caused you. We see you have spoken with a member of our management team and an assessment has been scheduled for Tuesday, April 9th.
Respectfully,
50Floor
Initial Complaint
Date:03/18/2024
Type: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 6/13/2023 ***************************** with 50floor came out to measure rooms, discuss pricing, and the initial consult to have our floors redone. We discussed how part of the floor was uneven at the master bedrooms door and had a pad underneath to keep it even. She assured us the flooring installers would level it out that it *** just cost a little extra or they *** just leave the pad and I told her I was fine with it. We went into contract that day. The flooring was ordered and they came out and completed the job on 7/12/2023. We did notice a slight unevenness in the floor at the master bedroom as previously discussed but the flooring was staying together. Come January 2024 we started noticing the flooring was separating and no longer interlocking. We also noticed an area in the living room that started to pucker up and was split in a section. The contract and their website states We will repair or replace any areas that *** have issues due to installation for a full year from your installation date. And Our trusted major manufacturers provide lifetime warranties against defects, normal wear or structural integrity with stain, damage and water/ pet accident protection warranties ranging from 15 to 50 years. *** attempted to email them on their website several times, me and my husband have both called the ********** office to only be told the manager is out or didnt answer the phone and will give us a call back when hes back in office. On one call I asked the woman that answered if they get the emails we submit on the website and she informed me they filter through them and send them to the person it needs to go to and it can sometimes take several days. Ive been trying to reach someone about these issues for 3 months and have yet to speak to someone about any resolution. The most previous time we called we got no answer. Its been less than a year and its worrisome these issues are already present.Business Response
Date: 04/10/2024
Thank you for your review and bringing this to our attention. We see an inspection has been scheduled for Tuesday, April 16th to assess your concerns and we look forward to bringing a resolution to this matter.
Respectfully,50Floor
Customer Answer
Date: 05/31/2024
Complaint: 21445273
I am rejecting this response because: *** from 50floor did contact me by phone on April 9th and asked that I text pictures of the problem areas and they did end up sending someone out to access the floors on April 18th. They said they would need to order more flooring and once it came in theyd be back out to fix the issue and notified us wed need to move the furniture out of the way and the flooring takes about 2 weeks to come in. Ive heard nothing since then so I texted the number *** gave me on May 28th and asked if there was any update and also tried to call the alternate number he originally called me from and did not get an answer. At this point its been 6 weeks since they said they be back to do repairs with no communication.
Sincerely,
*****************************Business Response
Date: 06/07/2024
We appreciate you informing us about this issue. We understand that you have already spoken with your local market, and we have scheduled an appointment for Friday, June 14th to complete the necessary repairs. Thank you once again for bringing this to our attention.
Respectfully,
50Floor
Initial Complaint
Date:03/18/2024
Type: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 purchased flooring and installation for my entire home from 50 Floors and the flooring was as expected and the installation was also mainly as expected with my sales person staying involved to help make the experience less stressful. The problem occurred because the installers got material into the upper part of my pipe when reinstalling the master bathroom toilet. After one day the toilet was clogged and could no longer be flushed due to the backup on Saturday. I called a plumber to the house and once he removed the toilet he could see the material clogging the top part of the pipe just under the toilet. He reached into the pipe and removed the material and then he reinstalled the toilet. He gave us a sample of the material in a plastic bag and in his report he states his findings. His findings, the sample, and the clog occurring when it did and why it did all show that this was a mistake made by the installations crew. They got material in the top of the pipe during the installation of the floor while they had the toilet removed and did not remove the material before reinstalling the toilet causing it to clog. I have tried many times to speak with the person who has the authority to reimburse me for the plumbing cost but he has not contacted me. I have spoken to both the installation manger and my sales person by phone and text about this problem and they have told me that the company will stand by their work and that they will contact the person I need to speak with and he will contact me. I have stated if they would like to see the bill, *******'s repost, and sample of the material left in the pipe by the installation workers I have all of this available. I have been assured numerous times that they have contacted him and that he would be contacting me soon, but he never has called, e-mailed, texted, or tried to contact me in any way to my knowledge. All I am asking for is to have the bill I received from the plumber reimburse. I am not asking for anything for my time (all of Saturday wasted) and not being able to use my toilet. This has been going on for several months now and I have been very patience but it appears that his is not going to contact me and correct his company mistake so further action is required. The resolution is reimbursement for the plumbing bill without further delay.Business Response
Date: 03/19/2024
Thank you for your review and bringing this to our attention. We sincerely apologize for any inconvenience this has caused you, especially the lack of communication on our part. Could you please attach within this complaint the invoice, plumbers report, along with photos of the material left in the pipe for further investigation?
Respectfully,
50Floor
Initial Complaint
Date:03/14/2024
Type: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.
In late December 2023, 40 Floors sent a rep to our house and we signed an installment agreement for flooring for 5 rooms in our house for approximately $7,300 and we have made around 4 payments of $600 each.They sent installers and out the flooring in. Only one of the installers spoke English so communication was almost impossible as he left our job site to attend to another. He left the others working at our site.They installed flooring and put quarter rounding in. I wanted all of the quarter rounding stained and they put in some that was white. The main issue is that in one bathroom they did not seat the toilet correctly so it has leaked and the flooring is backing up.Note they did come back and fix one bathroom.I have reached out continuously to our contact about the other bathroom via text and phone and have had no response since January. He said he would get back with me once the weather cleared and I have heard nothing.Business Response
Date: 03/15/2024
Hi Valued Client,
Thank you for bringing this to our attention. Please accept our sincerest apologies for the lack of communication here. We have noted that you have discussed a resolution with a member of our customer service management team. ********************** will order the materials needed to repair the damaged flooring in the bathroom and will ensure the toilet is properly reinstalled. Additionally, 50 Floor will replace any installed white quarter round with stained quarter round as necessary.
Respectfully,
50Floor
Customer Answer
Date: 03/17/2024
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,
***** And *****************************Initial Complaint
Date:03/11/2024
Type: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 contracted with 50 Floor to install ~900 sqft of vinyl flooring and ~400 sqft of carpet in November/December 2023. I was told that the vinyl flooring would be delivered to my home and I would need to store it inside at least 24 hours prior to installation. I never received the flooring. The installer showed up (Dec 2023) alone, even though the installation was supposed to include 2 installers. He had the flooring in his truck. He began the installation without allowing the materials to acclimate to the inside of my home. I began noticing gaps in my flooring in Feb 2023, I contacted 50 Floor. I was told they would have the installer come to inspect. The installer never showed up on the scheduled day/time. Instead he came several days later, unscheduled and unannounced and when I was not home. After calling, I was told i would receive a call to reschedule. I didn't get a call. I began contacting 50Floor, spoke to several people and everyone promised me a call back, resolution, something I never received anything. I finally spoke to someone who told me the ******* office was closed permanently. I was told to send pictures of my floor, which was now much worse. he emailed me back and said he would order flooring and I would receive $250 to secure my own installer and pay the installer directly. I told him I was not willing to do that. My contract doesn't stipulate that I would need to find someone to repair the mistakes made by their installer. I was again promised a call back and didn't get one. After many calls again, I was finally told I would be dealing with one gentleman. After following up with him week after week, he shipped materials to my home and said he was working to secure an installer in the area for me and other customers. After calling several times again, I never received a call back or response. The company did not follow through with their commitment or warranty on the work I paid for. I want a reasonable refund for the inconvenience, breach, and repair of my floors.Business Response
Date: 03/18/2024
We sincerely apologize for the frustrating experience you had with our company and want to take a moment to thank you for bringing this to our attention as this is certainly not the level of service you deserve. Our records show, **** our customer service manager was unsuccessful in reaching you via phone but was able to leave a voicemail. Please return his call at your earliest convenience at ************. Thank you, and we look forward to bringing a resolution to this matter.
Respectfully,
50FloorInitial Complaint
Date:03/08/2024
Type: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 purchased new flooring (7-3-20)for my entire condo with no room transitions. (Because I am getting up there in years and I kind of shuffle when I walk and trip in the air if you know what I mean). On 1-4-21 I call customer service with problems. Corners ********************* not locking like suppose to)coming up and 1 even broke off. Took pictures and sent them in. They came out claimed it was fixed but because this floor is not locking its worse. The company has closed the ******** customer service and the phones ring in la la land. I saw a commercial and called in saying I want a new floor. Then I told them the problem. They sent out a representative 1-22-24 to look at my floor *************** said he will send *********************, General Manager1-877-503-5667 as soon as he gets back to the office. Then I call Alex ************** he said he would send the report again. Its clear that this flooring is a manufacture defect - no longer selling - discontinued. So I think they should remove this flooring and relay something of an upgrade quality that I paid for $19,649.33.Business Response
Date: 03/14/2024
HI Valued Client,
We are genuinely sorry to hear of the frustrating experience you had with our company and want to take a moment to thank you for bringing this to our attention as this is certainly not the level of service you deserve. Our records show, **** our customer service manager was unsuccessful in reaching you via phone but was able to leave a voicemail. Please return his call at your earliest convenience at ************. Thank you, and we look forward to bringing a resolution to this matter.
Respectfully,
50Floor
Initial Complaint
Date:03/06/2024
Type: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 purchased a whole house of flooring from 50 Floors in September 2022. The floors were installed in October 2022. I had *** installed downstairs and carpet installed upstairs. I had to have the carpet replaced in January 2023 because the carpet was defective. I have had issues with the *** separating ever since it was installed. I questioned after the installation about the gaps at the edges. Installers explained it was a floating floor. These gaps were large. The shoe molding covered the gaps. But the floor continues to separate. I have had 50 Floors out to close the gaps numerous times. The last time they were here to fix issues was November 1, 2023. These are the same places that keep separating. I have one board with a 2 inch gap and another board with a 1 inch gap in my kitchen. I have tried repeatedly to contact the company and no one will return my calls or emails. I have contacted customer service and they have not responded. Any help is appreciated.Business Response
Date: 03/08/2024
Hi Valued Client,
Thank you for taking the time to communicate to us why our product/service did not meet your expectations. We understand you are in communication with your local 50Floor office, and an assessment has been scheduled for March 13th to address these concerns. Thank you for bringing this to our attention and we look forward to bringing a resolve to your flooring matters.
Respectfully,
50 Floor
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