Complaints

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

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  50 Floor

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

  
• 

  50 Floor

  3541 Queen Palm Dr Tampa, FL 33619-1351

  
• 

  50 Floor

  818 Bluecrab Rd Newport News, VA 23606-4219

  
• 

  50 Floor

  4613 Philips Hwy Ste 209 Jacksonville, FL 32207-7290

  
• 

  50 Floor

  101 TK Industrial Blvd Hutto, TX 78634

  

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:01/26/2024

  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.

  The photos attached show some of the issues. The carpet has a 20 year warranty and the installation is guaranteed for 12 months. Since April of 2023 Ive been speaking with this company via text, email and phone. *** scheduled appointments to have them come to the house as well. Every time they request information, apologize and assure me that **** be rectified. They then stop responding and miss their appointment. I feel as if they are trying to delay until the installation warranty expires, that way they do not have to fix the issues. My goal is to receive what we agreed upon and for them to honor their warranty.

  

  Business Response

  Date: 01/30/2024

  Hi Valued Client,

     We apologize for any inconvenience these concerns have caused you, but we thank you for your review and bringing this to our attention. We see you have spoken with your local market who has completed an in-home assessment regarding the issues and currently working toward a resolution. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:01/25/2024

  Type:Product 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.

  During the first week of December, I was cleaning and shredding papers. I came across a 2022 purchase order sheet from 50 Floor. I did some research and saw that I was never refunded ***********. I've attempted to call the ***************, ******** location where I initially ordered my carpet but was informed location was permanently closed. I had explained my situation to several representatives as well as, ***. I guess *** is some type of manager/supervisor. I ordered carpet in 2022 and canceled the order. I was informed I could get a refund on my deposit minus restocking fees on the grand total. I've called and left several messages with no response or resolution. Listed are records of my communication with 50 Floor representatives 12/04/2023, 12/08/2023, 12/12/2023, 12/13/2023, and 12/14/2023.I think it's very unprofessional and shows a lack of interest in resolving my issue. I've attached my supporting documents of the deposit along with an additional deposit that was made on a later date. I'm requesting a refund of ***********.

  

  Business Response

  Date: 01/26/2024

  Hi Valued Client,

     We sincerely apologize for any confusion or inconvenience this issue has caused you and we appreciate you bringing this to our attention. As notated in the complaint our policy does state that you were to be refunded your deposit minus the restocking fee; however, because of a clerical error on our part we will happily refund the entire amount of $1,800.

  Please accept our sincerest apologies for the lack of communication and we will be sure to address this with our team to ensure this does not happen again. 

  Please allow up to fourteen business days for the refund process to be completed. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 01/26/2024

   
  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:01/22/2024

  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 installed my flooring in 2020. Less than a year later the floors were cracking and peeling up. I called and they sent someone out and they said that it was a manufacturer defect and sent someone out and replaced all of my flooring again. Less than a year later the floors were doing the same exact thing bit this time 50 floor kept bouncing me around and telling me that they were going to send someone to my house to inspect. No one ever came to my house and I have been going back and forth with them until a few days ago they told me that their system has changed and they do not have any of my information anymore. They are saying that they sent someone out to my house and that they have found it to be an installation issue this time. The problem with that is they have pushed it off so long and the "installation" is only covered under warranty for a year so now they are telling me that if they come out to look at my floors it will cost money and if any repairs need to be done that I will have to pay for them. At this point I can not deal with them anymore, all I wanted was more floors to be fixed but now I want a full refund for something that is falling apart.

  

  Business Response

  Date: 01/29/2024

  Thank you for your review and bringing this to our attention. In order to provide an appropriate resolution, we see you have spoken with your local market and have scheduled an assessment for February 1st. 

  We look forward to bringing a resolution to your flooring concerns. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21179994
  
  I am rejecting this response because: 50 floor is still saying that the claim is going to be denied. Now they are claiming that it has to be water damage. Waiting to hear from a manager. This is the second time that my floors have needed to be replaced and this time they keep changing the reason so that they do not have to accept the claim.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/05/2024

  As previously stated, a replacement was completed at no cost to our client within the warranty guidelines on 4/1/2021 and have attached signed supporting documentation for your review.

  50 Floor does understand your concerns and are very sorry that you are not satisfied with the results of the assessment performed on your floor on February 1st, ****; however, moisture related damage is a site related issue and would void the product warranty. 50 Floor can provide a discounted estimate for the cost of the replacement of the flooring; otherwise, 50 Floor has completed its contract agreement. 

  Please review your one-year 50 Floor warranty below:

  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 flooring. ***This warranty is valid only for the original owner-occupied residential installations performed by a 50 Floor authorized independent contractor and will be invalid if the flooring condition is due to improper maintenance of cleaning, abuse, excessive moisture, vandalism, or alteration.

  Respectfully,
  50 Floor

• Initial Complaint

  Date:01/18/2024

  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.

  Floors coming apart through out my home. Snapping, popping and movement. Floor panels curling up causing gapping between planks. The last time I spoke with 50 Floors was 3months ago when they finely sent their assistant manager of the installation department to my house to look at the flooring he agreed there was a problem and he would get back to his boss, ************ and he should be intouch with me the next day. Needless to say, I've never been contacted by anyone. I have called, text and emailed. Please help

  

  Business Response

  Date: 01/24/2024

  Hi Valued Client,
     We are very sorry to hear you are experiencing issues with your flooring. We see your flooring installation was completed in good standings on July 8th,2022, and a service repair to address your concerns was completed on 9/22/2022.Please take a moment to review the consumer signed supporting documents.

  Per your contract, 50 Floor offers a Gold Star Installation warranty which 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 flooring. Please keep in mind this warranty has expired and a repair service could result in a cost to our client if applicable;however, to be able to provide a suitable resolution to your flooring concerns,50 Floor has scheduled an assessment for February 2nd and will waive the fee for this assessment.

  We also offer extensive residential manufacturers warranty on all hard surface products. If the results of the assessment allude to a claim, one will be submitted by 50 Floor on our clients behalf.

  Thank you for bringing this matter to our attention and we look forward to bringing a resolution to your flooring concerns.

  Respectfully,
  50 Floor

• Initial Complaint

  Date:01/10/2024

  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 had carpet installed on my stairs last may and the installation was very poor. The carpet only touches the walls one side, leaving gaps all the way down the left wall. I reached out to customer service to resolve the issue, however, they just sent my complaints to the installer, who then came to my house and confronted me on my complaints. They said nothing can be done to fix the issue and left. Every day I look at my stairs I regret hiring 50floor. The only solution is to replace the carpet.

  

  Business Response

  Date: 01/15/2024

  Hi Valued Client,

     Thank you for your review and bringing this to our attention. We would like to address your concerns and schedule an appointment; however, we have been unsuccessful in reaching out by phone, but was able to leave a voicemail. When you have a moment, please return *******, a member of our customer care team's call at ************. 

  Thank you and we look forward to speaking with you soon. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 01/22/2024

   
  Better Business Bureau:
  
  50Floor reached out to me and schedule a carpet replacement for free by a different installer. The replacement has been completed and looks amazing. Thank you 50Floor.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/02/2024

  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 got my flooring installed on 12/6 & 12/7 so just about a month ago. Everything came out nicely but noticed a few spots where the flooring was installed was not fully flush and whenever you walk on said spots you can feel and hear the vapor barrier underneath. The installers said it will take time to settle but 3 weeks later still had the same issue and is becoming annoying walking on the floor and feeling/hearing the floor. I've contacted the company last week where they forward my information to the area manager and I even messaged the install manger where he said the installers were going to contact me to return to my house. It seems like they keep avoiding me to do right and all they wanted was my money. And the sad part is the financing I did through them was from ***** Fargo so they already got there money.

  Customer Answer

  Date: 01/03/2024

  I finally received a response from the company and having someone come out on Friday 

  

  Business Response

  Date: 01/08/2024

  Hi Valued Client,

    Thank you for the taking the time to bring this to our attention. We would like to apologize for the experience you have detailed as this is not consistent with our company's standard of customer service. After forwarding your complaint to your local market we see an assessment was completed on 1/06. In keeping with your warranty, 50 Floor will be making the necessary repairs at no cost to our client. We are currently ordering any materials that are needed and we will be in touch with our client with the next step. 

  Thank you and we look forward to bringing a resolution to your flooring concerns. 

  Respectfully,

  50 Floor

  

  Business Response

  Date: 01/08/2024

  Hi Valued Client,

    Thank you for the taking the time to bring this to our attention. We would like to apologize for the experience you have detailed as this is not consistent with our company's standard of customer service. After forwarding your complaint to your local market we see an assessment was completed on 1/06. In keeping with your warranty, 50 Floor will be making the necessary repairs at no cost to our client. We are currently ordering any materials that are needed and we will be in touch with our client with the next step. 

  Thank you and we look forward to bringing a resolution to your flooring concerns. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21085888
  
  I am rejecting this response because: No one from the company seems to care that the floor is buckling and not sitting flush. They say everything seems fine on there end and that is not the case. People are telling me this shouldn't be happening with the flooring. I want the owner to contact me personally and I'm contacting ***** fargo as well 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/16/2024

  Our local market is working with our client to schedule an appointment that works best for them to complete the repairs. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21085888
  
  I am rejecting this response because: The local market managers are a joke. They came and inspect the floors and said everything was in good condition for the issue we're having. Even if it's true that the floors have a deflection tolerance nothing was noted in the contract or said to us prior to purchase. At this point we're hiring a flooring inspector to access everything.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/29/2024

  A voicemail was left on 1/15, 1/16, 1/17 and again on 1/18. Please continue communication with your local market in order to schedule an appointment for repairs. 50 Floor is also happy to take into consideration your flooring inspection report if the inspection is being completed by a certified flooring inspector. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21085888
  
  I am rejecting this response because: No one from the company reached out to me on those dates and I have no voicemail from anyone. Did they dial the right number? Apparently the company tried to reach out to me for 2 weeks prior but kept dialing the wrong number. The floor inspection was completed on Friday 1/26/24 by a certified flooring inspector and report will be completed this week. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/22/2024

  Had floors originally installed 12/6/23 and had issues ever since. Had an entirely new crew come out on 5/10/24 to rip up everything, level entire house and re-install. The back room still has a major amount of deflection and when asked **** said the entire house was leveled correctly. Spoke with installer and said he did not level that back room due to issues that a contractor needs to come in and handle that they can't fix. They got concrete on walls and baseboards and didn't clean up after themselves. This has been going on for months with this company and they can't get anything right. If they couldn't do the job from the get up back in December they could of just said something instead of take my money and not fix any of their mistakes. And they also damaged our sleep Number bed during their recent visit and haven't lived in the house since we bought it.

  

  Business Response

  Date: 05/23/2024

  Rest assured Mr. ***** *****************, your satisfaction is our top priority as an A rated company. We apologize for your experience thus far and the ongoing issues you're experiencing with your recently installed flooring. It's understandable that this situation is frustrating for you, and we appreciate you allowing us to correct any i issues created. I will personally follow up with our ***************** team to ensure they contact you promptly to arrange a return visit to address the issues with your flooring. Again please accept my apologies for any inconvenience this has caused, and thank you for bringing it to our attention. We're committed to making things right for you and ensuring that you're completely satisfied with the outcome. Thanks again for being a part of the 50Floor family and we plan to turn this experience around.

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

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21085888
  
  I am rejecting this response because:
  I've trusted your company twice so far and what makes a third time any different? Your installer told me a need a contractor out to address issues but during first install no mention of that. Did they just want to take my money and hope I didn't complain or notice issues? 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/29/2024

  50 Floor has proposed a full replacement and will also reimburse the customer for the completed inspection. The materials required for the replacement are anticipated to arrive next week, and we will reach out to **************** directly to arrange a schedule.

  Respectfully,

  50Floor

  Customer Answer

  Date: 05/29/2024

  Your company has already done a FULL REPLACMENT and damaged brand new baseboards and my sleep number bed in the process. Tell me what your going to do different??? Your installers are a joke and can't fix anything. They already been to my house twice and still have issues. Instead of keep saying you ordered new materials tell me what different strategy your going to do instead of blaming the manufacture so you get it covered under warranty. And how much material do you know to order???  
  Complaint: 21085888
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We got our floors done in June 2022. We were advised from the rep that it was life time warranty. We have places of the luxury vinyl plank coming up and breaking off. On parts of the floor where there is not even heavy traffic. We also dont use a closet much because it has all of Christmas stuff in it, when I opened the closet, I noticed the work was never done. Yes we signed a contract on the floors stating everything was done. But this was an accident miss since we dont use that closet and everything looked great. Last year we didnt use that closet due to a death in the family and we didnt celebrate Christmas. I called the office for 50 Floors and the girl I spoke with in the *******, just didnt care and advised its been a year and I signed a contract. The workers knew what they did because they put a transition piece down and the floor wasnt finished. Im just asking for someone to come finish it. Also they want to charge me for someone to come look at the pieces that are tearing up, when I was told there is a life time warranty. And now Im being told its only a year warranty. This is not how you treat customers.

  

  Business Response

  Date: 12/19/2023

  Hi Valued Client,

     We would like to apologize for the experience you have detailed as this is not consistent with our company's standard of customer service. Our records indicate you have spoken with your local market and currently addressing the issues including the closet and have scheduled an in-home assessment for 12/27.  

  Thank you again for bringing this to our attention and we look forward to bringing a resolution to your flooring concerns. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 12/19/2023

  Waiting for the business to come out and make things right. Have a appointment with them on the 27th of December 

  

  Business Response

  Date: 01/05/2024

  Assessment completed on 12/27 found additional materials are needed to be able to complete the repairs which is scheduled for 1/12. Thank you again, for the bringing this to our attention.

  Respectfully,

  50 Floor

• Initial Complaint

  Date:12/17/2023

  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 my floors done by 50 floors a year ago and less then a month later they started to bubble in numerous areas. After several attempts to contact the store and receive help so they could repair them, they never returned a call! Last month I tried a different approach and scheduled an estimate for my stairs and downstairs of my home hoping that when they showed up I could bring up the issue upstairs, yet again I was disappointed as they never showed up. I scheduled another estimate and again the same result. When I called the local store I was able to get a hold of someone who told me that they didnt service *****!, but they advertised they do and they just did my floors last year. I asked her what was I to do to get my floors repaired and what happened to my warranty as well? She assured me that she would send the message to the store manager and they would return my call, again I was ghosted! I paid so much money to get my floors done and I was even going to give them the business for the remainder of my home and they let me down! Im very upset that this is unresolved and they continue to advertise they service ***** and they clearly dont! They dont care and have no business ethics whatsoever, their customer service is non existent as well and they have no business being in the business to make home owners dreams come true! My husband and I saved the money and took time from work to get it all together and done and we have bubbles in our floors and no warranty now either and I think its truly unprofessional the way they conduct their business!

  

  Business Response

  Date: 12/22/2023

  Hi Valued Client,

      We are sorry to hear about the challenges you have had during your recent flooring experience; however, we appreciate you bringing this to our attention. We see you have spoken with a member of our management team and an assessment has been scheduled for ******* 3rd.

  Thank you and we look forward to bringing a resolution to your flooring concerns. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:12/14/2023

  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 installed two rooms of hardwood flooring in our home in February of 2022. A few days later our front door was dragging on the wood. Two men came out, removed the door and sanded the bottom. A week or so later, it was dragging again. I was made to feel like it was somehow my fault. Nothing was done so I filed a BBB complaint. 50 Floor then called me to ask if I would remove the complaint if they satisfactorily fixed the problem. I agreed. Another rep came and cut off the bottom of the door which solved the problem. Now two board are buckling upward in the other room. I have contacted them repeatedly and have received no response. I talked to an actual person who told me to email a photo of the problem and a woman would call me that night or the next morning. I heard nothing so I sent her another email asking when I should expect to hear from her. I have heard nothing.

  

  Business Response

  Date: 12/18/2023

  Hi Valued Client, 

    We sincerely apologize the concerns you have been experiencing with your flooring and we want to thank you for bringing this to our attention. We also apologize our attempts to reach you at the email we had one file was not the most updated. 

  We see you have spoken with your local market and have scheduled an assessment for December 26th. 

  Thank you and we look forward to bringing a resolution to your concerns. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:12/12/2023

  Type:Order 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 entered a contract with 50 floor to have 3 bedrooms and two closets upstairs in my home carpeted. I was told the total would be $ **** dollars which have been paid. I have 2 issues one is that the carpet is not the quality I was led to believe I was paying for, unfortunately the way they do business makes that very hard to prove so I will have to live with that. My second is they did not order enough carpet due to a measuring mistake and had to leave one bedroom halfway done for a week while they ordered more carpet and the manager tried to act not only like I played a part in the mistake but that I got a closet carpeted for free so I should be happy. Never an apology nor even a thought about a discount for my inconvenience as I had a house full of company because of the holiday. Each time you would call they would put it off on another manager to tell you they didnt intend to do anything to make up for their mistake. Their salesman was your best friend until payment was received and then was totally unreachable.

  

  Business Response

  Date: 12/13/2023

  Hi Valued Client,

     We want to extend our sincerest apologies concerning the material shortage which occurred with the process of your floor installation. We see the installation was completed in good standings on 12/07; however, we pride ourselves in maintaining the highest quality standards of our customer's *********************** installation along with providing exceptional customer service; therefore, we will be sure to address these issues internally and also provide a refund to our client of $200 for any inconvenience this may have caused. 

  Once confirmed, please allow up to 7 to 10 business days for the refund to be processed to the original form of payment. 

  If you have any questions, or installation related concerns, please do not hesitate to contact us at ************.

  Respectfully,

  50 Floor

   

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20999566
  
  I am rejecting this response because:
  I do appreciate that you are making an attempt however I do honestly feel that a 10% discount is not to much to ask on my part. Honestly I feel that I deserve far more than that due to several factors however I am willing to accept $300.00 to bring this to a close. I hope that you can see my side to this and we can both part mutually satisfied. Thank you for your response.

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

  

  Business Response

  Date: 12/14/2023

  Thank you for your feedback. After careful consideration of your contract and details of the complaint, we respectfully decline the offer to compensation in the amount of $300. We appreciate your feedback, but we do not believe it is in the best interest of our company and we would like to honor our previous offer of a $200 refund. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20999566
  
  I am rejecting this response because: I feel what Im asking for is more than reasonable, however since you dont and I dont feel your offer is fair why dont we meet in the middle? $ 250 that way we are both compromising! I also very strongly feel there was a bait and switch done with the carpet. Yes it is the same carpet but just a much lower quality than what I was shown. Is there a way that are able to prove that the sample I was shown and what I was given are the same quality?

  thanks

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

  

  Business Response

  Date: 12/19/2023

  We will accept the $250 refund as a customer courtesy to bring a resolution to this matter. We can confirm the sample shown during the in-home consultation is from the same product line which is ordered directly from the manufacture. We stand behind our product, quality, and warranties; however, we have provided the contract, ordering details, product verification, and certificate of completion for your review. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 12/19/2023

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