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, 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

  3541 Queen Palm Dr Tampa, FL 33619-1351

  

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:03/06/2024

  Type:Sales and Advertising 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 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

• Initial Complaint

  Date:03/01/2024

  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.

  The carpet they put down was the wrong carpet an now the seam in the living room is showing more an more everyday I call them an they came out for the incorrect carpet said it was the right one an left now the seam is showing an looks back. They offered me $200. Or pick another carpet a pay again I cant I am on a fixed income an saved many years to get new carpet

  

  Business Response

  Date: 03/05/2024

  On 2/27 50 Floor completed an in-home appointment (after the installation was complete) bringing the sample board to confirm the correct carpet was installed according to the signed contract. Customer signed the product verification verifying the correct carpet prior to the installation. We have included the signed contract, COC, and product verification for your viewing. As a customer courtesy we offered a $200 discount or choose a different carpet at a discounted cost minus the labor. 

  In keeping with the Gold Star Installation Warranty, we will schedule an additional appointment to assess the carpet seam concerns. 

  Respectfully,

  50 Floor

   

   

• Initial Complaint

  Date:03/01/2024

  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.

  Got LVT installed feb 8th and 9th.Floors started coming apart and leaving huge gaps. Got them Re-done April 27th (had to take off two more days) not to mention move my whole house out again. The sticky tape they put around the edges to hold my floors in place has my dogs hair stuck to it and I cant get it off.I have huge gaps all through out my house where the floor didnt lock even after they fixed it. The floor has several pieces where the edges poke up. Shoe molding is all jacked up bc they took it off to redo the floors then put it back on. So there are marks and scuffs and chips all in it. There are gaps under all of my door frames. Its about an inch gap from the bottom of door frame to the floor. Financed ****** Got an email stating I would get a full refund on 1/31 and still havent.I had been working with *********************** but he is no longer there. Called Fri 23rd and ******* said he would call me back within the hour. Never heard from him. Called back Monday and he asked me to send him pictures of the floor and the email I had stating I would get a full refund. He said he would be back in contact with me Tuesday. Still have not heard anything. My lawyer has advised me to go to small claims. Will be filing my claim Monday. So over this company. I own my own business and would never treat a client this way. I will spread the word to everyone I see how 50 Floor has done me.

  

  Business Response

  Date: 03/05/2024

  Hi Valued Client,

     Please accept our sincerest apologies for any inconvenience this issue has caused you and we appreciate you taking the time to speak with our regional manager regarding your concerns. In keeping with your Gold Star One-Year Installation Warranty, 50 Floor has offered to complete a replacement of your flooring. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:02/28/2024

  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.

  Today marks 1 month since 50 Floor ripped out my flooring and STILL has not installed new LVT. Yes, one full month of walking on subfloor and not having my upstairs bathroom. If you are considering this company, this is your sign to get as far away from this company as possible. Here is my unfortunate (and unresolved) experience with them.

  

  Business Response

  Date: 02/29/2024

  We would like to apologize for your recent experience. We pride ourselves on our customer service and the high-quality standards we maintain. We understand that your home and time are of the utmost importance and that you have placed your trust in 50 Floor to add beauty and value to your home. After looking into your file, we see you and the 50 Floor management team have been in contact and scheduled an in-home appointment for 3/01 to discuss the situation and bring a resolution to this matter. 

  Please accept our sincerest apologies for the inconvenience this has caused you. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:02/20/2024

  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.

  I had 50floor come and do a free consultation. The salesman explained to me the fees. I tried to sign up through there credit financing and was not approved. I told the man I can try with my mom but she needs to be there. He then would not leave until I gave him money he started with )$1000 I finally said I can give you $200 I felt pressured in my own home. I told him I did not recover a receipt he said it will arrive soon. After he left I immediately contacted 50floor to make a complain about this guy and was promised a refund. They put me in contact with an Ericand he has ignored my emails since.

  

  Business Response

  Date: 02/20/2024

  Hi Valued Client,

    We would like to apologize for your recent experience. We pride ourselves on our customer service and the high-quality standards we maintain. We understand that your home and time are of the utmost importance, and we will be sure to address this issue internally. 

  Our records indicate your contract has been cancelled a refund check of $200 was processed and mailed on 2/19. Please allow up to ten business days for the delivery to be completed. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:02/19/2024

  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.

  On February 8. 2024, email was sent to ******************* of 50 Floor outlining my dissatisfaction with lack of quality products received on Tuesday, January 30, 2024. 1. Flooring was ordered to "patch" an existing Floor (which was supposed to match existinand 2. Flooring also ordered for a small powder room.On the day if installation was advised by the installer that the flooring for (1) above did NOT match my current flooring. It would not "lock" to existing ************************* was "thicker" than existing floor! Fifty Floor kept suggesting that I use that flooring in my adjoining kitchen by using a transition piece! I did NOT want a transition piece because I wanted the "same" flooring in adjoining rooms (living room, kitchen & dining room!!Ref. item (2) above for powder room, the installed floor had "too many black knots". Original sample did not look like the product that they installed. Lots of black knots on a bathroom floor like f**** on the floor!! I no longer use that bathroom because of the terrible visual on the floor!!Note: -Both samples, were a misrepresentation of actual product. -I paid $761 (half of total bill) the day of the purchase, balance $761 was to be paid after installation. HALF of the product was not installed but 50 Floor only refunded me $11.00 because, per 50 Floor, the minimum sale is $800. That info is not in writing on my receipt. Even if it were they have no right to misrepresent their products. I 'm requesting that 50 Floor refund me minimum of $385 due to my dissatisfaction, ******************************* Fifty Floor did not deliver on the products that were initially represented to me.

  

  Business Response

  Date: 02/23/2024

  Hi Valued Client,
     Thank you for taking the time to communicate to us why our product/service did not meet your expectations. Please accept our sincerest apologies.
  The original contract included the kitchen and the bathroom for $1,522 and a deposit was paid in the amount of $761.00 on the day of the sales appointment. An addendum was signed on 2/05/2024 to cancel the kitchen portion bringing your total for the bathroom only to $750.00; therefore, a refund was processed for $11.00 on 1/12/2024. We have provided signed documents for your review.

  After further research, we have found that your flooring does have characteristics marks that are part of the product. Those attractive designs are created to give the floor a more natural look, which in turn, adds beauty and value to your home. We have provided photos of our sample boards that is representation of the product,color, feel, and thickness which also includes a photo that shows an overall room look of the product including the knots.

  
  Respectfully,
  50 Floor

  Customer Answer

  Date: 02/27/2024

   
  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:02/13/2024

  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 day of installation I filled out a form saying I was not satisfied with the work because of molding gaps near doors, the right side of the fireplaces outer hearth sticking up above the flooring, issues with molding around fireplace as it was very sloppily done and my toilet newly rocking back and forth. I spoke with someone in the local office about my complaints who gave me ***** phone number. I contacted **** 12/29/2023. **** came to my house 1/5/2024 and he recommended getting a plumber as there may have been damage to the ****** and said I would be reimbursed. The plumber came 1/7/2024. Total paid for plumber dispatch and toilet pull and reset came to $393.26. I sent a picture of the plumbing bill to **** on 1/8/2024 asking for reimbursement and he said he would send to regional manager and manager of sales. He told me he sent my information to his superiors on 1/5/2024. I contacted **** on 1/22/2024 asking for updates and who else I needed to speak with as nothing was being done about my complaints. He again told me he sent everything to his general manager, ****. He gave me Glens phone number on 1/22/2024. I reached out to **** via text message on 1/22/2024 but there was no response. I called ***** on 1/29/2024 and he answered. We spoke about all of my complaints and he mentioned coming out to look at the flooring and that he would get back in touch with me regarding options on resolving my issues. During our call I texted him the plumbing receipt and pictures of the areas of concern as he requested. I then did not hear from him. I texted **** on 2/1/2024 as I had not heard anything but he did not answer. I texted **** again on 2/2/2024 but he again did not answer. I called **** on 2/7/2024 but he did not answer. I called **** on 2/13/2024 but he did not answer. I would like reimbursement regarding the plumbers fees. I also request someone come and evaluate/remedy the flooring around the fireplace as it is unacceptable.

  

  Business Response

  Date: 02/19/2024

  Per the signed pre-installation checklist installers will remove and re-set toilets and pedestal sinks; however, if height of flooring changes due to installation of new flooring, a licensed plumber may be required. The customer is responsible for hiring and paying for the cost of professional plumbing services. We have attached the signed document for your viewing. Please see line O within the checklist.  

  The height of the mantle in relation to the flooring was a product of the existing subfloor and the pre-existing installation of the mantle. The flooring is simply laid over the subfloor; however, 50 Floor has offered to purchase and install any trim of customers choosing.

  Respectfully,
  50 Floor

• Initial Complaint

  Date:02/12/2024

  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.

  Date work began was 01 February 2024. See attachments for detailed issues.

  

  Business Response

  Date: 02/13/2024

  Hi Valued Client,

     We apologize for the issues you have detailed and would like to address appropriately. As mentioned within the attached paperwork, photos were provided; however, we are unable to locate within the complaint. When you have a moment could you please upload any photos that represent your concerns? You may also forward them to *********************************** whichever is easiest for you. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 02/13/2024

  Photos attached.

  

  Business Response

  Date: 02/28/2024

  Hi Valued Client,
    As of 2/28, 50Floor has returned to dispose of the leftover carpet. 
  
  Per the manufacture guidelines, the laminate flooring must have an expansion gap of 3/8 on all sides to maintain consistent perimeter expansion space. An inspection was completed on 2/08 which was determined the flooring has been installed properly and within these guidelines.
  
  50 Floors policy at the front door is to install either rd, shoe molding, or a transition to anticipate the need for an expansion gap; however, per the contact the client elected to not install any rd and would install their own transitions.
  
  We do have the capability to complete a payment via square; however, we understand at time of service we were experiencing internet and equipment issues. We sincerely apologize for this and can understand the inconvenience of not receiving the 1% cash back;therefore, we will be to reimburse our client the $120.00.
  
  We have attached all signed documents for your viewing along with our Gold-Star One Year Installation Warranty.
  
  Gold Star One-Year Installation Warranty - 50 Floor guarantees the quality of workmanship to be professional and in keeping with standards set by the flooring industry. Should further installation service attributable to the original installation of your flooring be required, 50 Floor will return and provide that service at no cost to you for the first year of your floor. 

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21282197
  
  I am rejecting this response because:  Since the installer nailed several of the boards to my subfloor, I am requesting you send assurance you will honor the warranty to repair/replace issues that will mostly likely arise from nailing in a FLOATING floor.  If this assurance is received, along with the $120 refund, I will consider this complaint closed with the BBB.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/04/2024

  50 Floor will honor within the guidelines as requested. A refund of $120 has also been submitted. Please allow up to fourteen business days for the refund to appear to your original form of your deposit payment. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 03/04/2024

   
  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:02/08/2024

  Type:Product 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.

  In March 2022 I had Bamboo flooring layed on the entire first level of my home (4 rooms plus foyer and hallway). I spent almost $11k. In March 2023 I noticed that multiple boards had spaced out throughout my kitchen, foyer and livingroom areas. After much debate, someone came out to inspect (I was charged $100) and then they scheduled a date to fix them.In December 2023 I've noticed that in the same area in the kitchen and living room there are boards spaced out again.I live alone and rarely wear shoes or allow others to wear shoes in the house. There is no reason why this should be happening. I called in December and was asked to send pictures so I did to the customer support email and the manager that I dealt with in March 2023. I received a notification from her email stating that she blocked me. I phoned customer support and was told that the division in my area was permanently closed and was given another email to send my request to. I waited a week or two and called again. This time I was given a different name and told that this manager would contact me. It is now mid February and I've heard nothing.I Would very much like for someone to contact me to please fix my floors or refund my money. I chose Bamboo because it's suppose to last. Not sure if it's the flooring or the workmanship but I shouldn't have to deal with my flooring shifting like this every year.

  

  Business Response

  Date: 02/13/2024

  We sincerely apologize for the issues you are experiencing with your flooring and want to thank you for taking the time to speak with our regional manager. We are currently working to schedule an appointment to assess the flooring. 

  Respectfully,

  50 Floor 

  Customer Answer

  Date: 02/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  No manager has reached out to me despite my calls and emails. Please note that I live in the *******, ** area and
  I can be reached at ************ for more discussion. 

  Thank you for taking the time to look into my flooring issues.

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

  

  Business Response

  Date: 02/23/2024

  We are currently still working to secure an installer to schedule an assessment to be able to determine a resolution and we will contact ****************** directly at the number provided within the complaint. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 02/23/2024

   
  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,
  
  ***************************

  Customer Answer

  Date: 07/25/2024

  This is my second time reaching out regarding the issues with the flooring I initially purchased back in March 2022. I began having a lot of spacing in my kitchen and family rooms. It was fixed in March 2023. In December 2023 I began seeing more spacing in my Kitchen. When I filed my complaint on the BBB site I received a couple responses (complaint #********), the last comment from the business stated that they were looking for a company to come and devaluation the flooring however I have not heard from anyone from 50Floors. This was in February 23,2024. This is ridiculous! I chose what I thought was a reputable company and what I ended up with is a company who wont stand by their product. Im soo disappointed and upset about the amount of money I spent.
  

  
  

  

  Business Response

  Date: 07/31/2024

  Good day ****************** and thanks for taking my call. We plan to offer a solution to this issue and sincerest apologies for the delays thus far. We value your business and thank you for being in the 50Floor family! 

• Initial Complaint

  Date:02/01/2024

  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 12/28 a 50floor salesmen (*********************) come out per our request for new flooring. We paid 1/2 of full payment. He suggest that we purchase 1/4 round. I asked what is a quarter round? He described and pointed around the entire area of install. I specifically pointed to the metal strips that are adjacent to the wood and kitchen tile (I pointed to the 2 metal pieces already in place) Paid 1/2 $1,059.72 On 1/11/2024 the installers arrived. We had removed 90% only the coffee table and TV and TV table in which they took the cords out incorrectly we went 24 hrs with no TV service bc they broke the cord.They removed all of the carpet, foam, and the 2 metal pieces that separated the carpet and tile and wood flooring.My husband arrived a saw the project to finish. When I arrived back home I asked my husband where's the 1/4 rounds. I phoned and emailed several times. Speaking to ***** she first state I did not purchase 1/4 rounds then I requested her to view my contract. Then she sched someone to come to install the 1/4 rounds. On 12/28 to my surprise he showed me what a 1/4 is and what I am requesting is 'transition' pieces. I stated but they threw them away. I called and emailed customer service again. ***** stated in her call to me on 2/01/2024 they threw them away as trash, we can look for them in the trash and you have to re install them yourself. I expressed that I have been mislead and lied to because you all never described the 'transition' pieces not to be 1/4rounds. Therefore the installers pulled up the 2 pieces threw them away and now telling me you will not return them. I stated that they stole both transition pieces bc you all will not find nor replace my property back where they found it. ***** stated its trash and we will not return them nor replace them. I have emailed, phoned them several times. Today 2/01/2024 ***** stated that they considered my transitions pieces trash they are not going to return nor replace them. My Contract ID#********** .

  

  Business Response

  Date: 02/07/2024

  Hi Valued Client,

    We apologize for any inconvenience caused by this issue and appreciate your review. As of 2/06 new transitions have been installed. If you have any questions, or need any further assistance, please do not hesitate to contact us at ************.

  Thank you for bringing this to our attention. 

  Respectfully,

  50 Floor