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

  3614 Green Park Cir Charlotte, NC 28217-2866

  
• 

  50 Floor

  4851 S Collins St, Suite #100 Arlington, TX 76018

  
• 

  50 Floor

  1 Chase Corporate Dr Ste 400 Birmingham, AL 35244-7001

  

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:11/15/2023

  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.

  Back at the end of Feb beginning of March 2023. **** the sales rep with 50 floors came to our home. He showed us flooring samples that he had and measured our house. We originally had items samples from a couple of other flooring places that we shared with him as well. Telling him our likes and dislikes about the floor. Our biggest dislike was the big scenes that showed in between the floorboards. He informed us the floor that we liked wouldnt have seems theyre not like the other companies floor. these are better grade a floor better made and you will not see the seams. With that being said, we were excited and signed a contract to move forward installing our floors. Installation was at the end of March. I believe it was the 30th and 31st. The installers are wonderful. They were quick very quick professional and feel like they completed the job very fairly. It took me a little while maybe over a month or so to start really noticing all of the seams in the floor vertically and horizontally and pieces were it look like it was starting to pop up or peel. I reached out to 50 floors And sent pictures emails text messages phone calls. Only to have about 44 months pass before they even sent anyone to my home. They sent two of the younger guys from the install department to come take a look at my flooring. These guys could do nothing. They called the head of the install ****** and spoke to him and I didnt understand everything because they werent using English at all times. But at the end of it I was told ****** was going to come out and look at it . ****** came out and he agreed it wasnt an install error, but that there could be a defect in the quality of the flooring itself. He was going to pass that along to the office as time went on. I kept calling and getting excuses why your manager couldnt come out no one was in the office they were on vacation . Excuse after excuse. Finally, ******* came out last week said that was how the floors were supposed to look

  

  Business Response

  Date: 11/21/2023

  HI Valued Client,
  
  We are sorry to hear you are less than satisfied with your flooring experience. After speaking with our sales-representative it was verified the product was being compared to another product that had a micro-beveled edge which creates a visual impression of differentiation between planks. This is not carried throughout the installed luxury vinyl which consists of a square edge; however,seams cannot be 100% invisible.
  
  An assessment was completed by both the installation team and a member of our management team, which both determined there are no installation-related errors or material defects.
  
  We see the product verification was signed prior to the installation along with certificate of completion confirming the installation was completed in good standings. Please take a moment and review the consumer signed documents along with photos taken during the assessment.
  
  If you are experiencing any installation-related errors, per your contract, we will happily address these issues.

  Respectfully,
  50 Floor

  Customer Answer

  Date: 11/26/2023

   
  Complaint: 20876899
  
  I am rejecting this response because:

  The only attachments I see are the sheet that I signed upon walk thru of my home with the installer.  Which was primarily based on if I felt the installers did a good Job.  I also see 3 of the tons of photos I sent attached.

   

  i have a huge issues with being flat out lied to by the salesperson. He did see the sample I had in my home and told both myself and my husband that we would NOT SEE SEAMS.  Apparently, the samples we had werent the exact as the pieces of paper we based our purchase off of.  We CLEARLY shared our wants with **** and that was not what we were given.  
   reached out the 50 floors within 3 months to start discussing some of the issues that were very evident.  I sent lots and lots of pictures, made lots of call and sent at least 40 texts messages.  After sending out the young guys who did the install and then sending out ****** (installation company). And in NOVEMBER finally a 50 Floor representative comes to my home.  To tell me that that was how the floor was to look and he would have to talk to the rep about they was he explained the flooring to us .  November is too late for that.  Extremely horrible customer service.  Urghhhh

   

  we will say that the floor design/coloring/pattern and texture are what we were totally looking for and have no issue with that.  It is flat out the seam and how they line up .  And to make matters worse how we have gotten the run around for a minimum of 5 months. **************** is HORRIBLE and the way we were LIED to in my home by the sales rep.

   

  i am beyond disappointed!!!

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

  

  Business Response

  Date: 11/28/2023

  While it is great to hear you are happy with the design,coloring, and pattern, we are very sorry you are unhappy with the seams;however, 100% invisibility of the seams is simply not a possibility and would not have been promised by our seasoned sales representative. As previously stated, our luxury vinyl flooring was being compared to a micro-bevel edge flooring and after speaking with our General Manager and sales representative we stand behind our initial response.
  
  During each assessment it was determined and discussed the flooring was installed correctly and within industry standards. Additionally,dislike of individual plank seams which are part of the characteristic of the product does not warrant a refund or full replacement.
  
  A product verification was signed prior to the installation acknowledging the correct flooring was installed and your signed certificate of completion showed no issues which was determined during a final walk-through;therefore, 50 Floor has completely fulfilled the contractual agreement signed on March 17th, 2023.
  
  We want to add that in keeping with your Gold Star One-Year Installation warranty should any installation related issues arise within 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 flooring.
  
  Kind Regards,
  50 Floor

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20876899
  
  I am rejecting this response because: I am not satisfied with the response from 50 floors.  The seasoned sales representative definitely told us we werent having seams.  I dont care what floors we showed him, we were showing him what we were looking at and the things we liked and didnt like.  The fact that floors should have seams in some spots and not in others is unacceptable.  Completely inconsistent and for the manager to say that is how is should look is total BS.  Because I signed a document that said I was satisfied with the installation doesnt say I was happy with the final look of the product, two different things.  Again, here are more photos~ you can see where the seams are so evident and where they are not.  I will NEVER get the seams cleaned and they are going to be more visible over time.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have tried contacting the company to resolve and issue they are well aware of. During insulation, the company caused damage to my framework and also my furniture. I contacted the manager and he was well aware of the situation and came out to the house and looked at it. I told him how we ended up having to move all our furniture back, the company didnt do it because they had damage some of my furniture how the installation team was not on time did complete the job in a professional manor. I was contacted by ***** to go ahead and re-do my furniture piece that they damaged and he would reimburse me however, I dont feel like that address the compensation for the trim that Im gonna have to redo. We try to contact him several times now and if we cant contact him regarding this issue, why would I pay more money to redo my furniture when I know Im not gonna get a reimbursement. It seems that were not gonna be able to resolve this issue directly because I cant get a call back from him. I do have in detail something that I wrote out when they were doing their work, and I have the pictures that he actually saw himself.

  

  Business Response

  Date: 11/08/2023

  Hi Valued Client,

    We are very sorry to hear of this unfortunate situation and appreciate ************ as of 11/08 taking the time to speak with our general manager, *****. We sincerely apologize for any inconvenience caused by any damages to your furniture, and we will happily reimburse your receipts for any damages caused by our installation team.

  Also, if you are experiencing any installation related issues with your flooring that need addressing and in keeping with your Gold Star One-Year installation warranty, please do not hesitate to contact us at ************. 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. 

  Respectfully,

  50 Floor

   

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20826326
  
  I am rejecting this response because this does not just include furniture, this issue was with my time off work and now money out of my pocket to fix damage to trim. I know they sole with my husband as as of right now we are unable to find a person or business that is reasonable to refinish the furniture. Right now we have inky for individuals that refinish based on painting furniture. It would be better if we just received a ********************************************* your favor. I found someone one that will repaint furniture for $475 that does not include my time in moving the furniture picking up the furniture and taking off of work. I already took off one week during the flooring which working at $300 a day is a lot more than asking for $675 adjustment, they did say they would reimburse me with receipts. If I get somebody to actually repaint and change trim were looking at about $1200. We are willing to take the adjustment and take 475 for cabinet and 200 for paint so we can actually redo the paint and trim ourselves. I can not find some one to restore the furniture, which was antique and given to me by my family theres just not that many people that do that now days, so coming up with the receipt in a timely matter is not logical. And its also not logical for me to take this piece of furniture to more than one place. I would have to actually find an individual that does this on their spare time, not actual business. My husband did explain the situation, but I also showed him that I was unable to find a specific business that does that restoration in our area and it would actually cost everybody more to have this thing shipped somewhere. I would just have to get somebody to refinish it on their own time. Most places charge between four $475-$600. I feel that $675 adjustment is a small price to pay. I actually have more pictures of another piece of furniture that we found scratched that Im not even including because I used a paint that came with it because its a not a deep scratch. This is not even including the door in the bedroom that was messed up in the trim that is actually broke at the top. Sorry, but I am no longer resolving this thing through verbal conversations or text messages. I can get somebody to come out and estimate the trim and have that sent over by email but its gonna cost more I just figured if I did it on my own time I wouldnt have to take off of work  and $200 for a couple cans of paint was a fair negotiation. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/08/2023

  Thank you for your response. We completely understand the challenges you may experience with completing the furniture repairs; therefore, your resolution request of $675 reimbursement has been approved. Please allow up to 14 business days to receive your reimbursement by mail. 

  If you have any questions or concerns, please do not hesitate to contact your local market at ************.

  Respectfully,

  50 Floor

  Customer Answer

  Date: 11/08/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:10/27/2023

  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 have hesitated to send this review in the hope that 50 Floors would respond to this complaint and reimburse the cleaning charges they committed to. Regretfully, neither has happened, and I feel it my obligation to report this to the BBB. We researched and waited to hire the best floor company, but sadly we did not. The remainder of our house and our second home will not be using 50 Floors.On Feb. 24 we signed a contract with 50 Floor for service that began on April 3 and finished on April 7. Besides talking to the scheduler, we heard from no one until the subcontractor called the day before install. We were told that we would hear from ********************* or ***** at some point during the process but never did. Within two days of installation, we noticed water seeping through the newly installed floors which we found out was coming from the refrigerator that had not been replaced properly. We had not one to contact from 50 Floors because the only info we had was from the salesperson.The subcontractor had left his card, so we contacted him. He cut out a 10 ft X 5 ft damaged section in our kitchen and pantry, and more wood was extracted as the water damage had spread. Over the weekend, we had fans blowing to remove the moisture.The floor was torn up for several days before a moisture meter was brought to determine when new flooring could be reinstalled. This was the first time we had contact with an employee of 50 Floors after I had to insistently call about the water damage.When I called the number that I was given, ******* (I believe) was taken aback that anyone had provide his name or contact information. He clearly indicated that he should not be involved and I dont believe he ever was beside a phone call or two and provided a very inappropriate apology saying, Im sorry you were expecting to hear from [our office] pointing out that we, as customers, should never have expected to hear from him or his team. After having our house professionally cleaned the day after the initial instillation, a new blanket of dust settled over our downstairs. Expecting a resolution to the faulty install and financial compensation for the cleaning, I called a toll-free number and left messages, finally reaching a ***** who was to pass on the information to a ****. We heard nothing from the time we submitted images of the damage (as instructed) at 9:00 that morning until after 7:00 that evening. ***** was to have called a regional office and spoken to someone who was to leave a message with ******* who had left for the day.Additionally, the dishwasher was removed and installed incorrectly so that it would not close, a piece of quarter round was not installed above a switch plate, and a splinter of wood in the bathroom needed to be glued down. In addition, the flooring at a seam caught our foot and has lifted. Also, scores of stable marks are visible and when we brought it up were told to get a marker to conceal them. Is that not the job of the installed, to finish the job?After submitting our invoice for cleaning (as requested) we never received compensation.The office I contacted is located at ****************************************************************************.

  

  Business Response

  Date: 11/01/2023

  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. A member of our management team, ***** has been unsuccessful in reaching you by phone to discuss your concerns. At your earliest convenience, please return his call at ************.

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

  Respectfully,

  50 Floor

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20791503
  
  I am rejecting this response because, although ***** indicated that he was unable to reach me by phone, I have no missed calls from him. This has b een the problem from day one being unable to contact the company.

  Please confirm my number as ************. Mailbox is set up to receive messages, though ***** has left none.

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

  

  Business Response

  Date: 11/03/2023

  As of 11/03 our records indicate you have spoken with Korry, and we are currently processing a refund check of the invoice amount submitted to your local market. Please allow 7 to 10 business days to process. 

  If you need anything, please do not hesitate to reach out to us at ************.

  Respectfully,

  50 Floor

  Customer Answer

  Date: 02/06/2024

  This is a follow-up to a grievance with 50 Floor and subcontractor C. Sanginez (to be filed separately). On Feb. 24 we signed a contract with 50 Floor for service that began on April 3 and finished on April 7. Besides talking to the scheduler, we heard from no one until the subcontractor called the day before install. We were told that we would hear from ********************* or ***** at some point during the process but never did. Within two days of installation, we noticed water seeping through the newly installed floors which we found out was coming from the refrigerator that had not been replaced properly. We had not one to contact from 50 Floors because the only info we had was from the salesperson. The subcontractor had left his card, so we contacted him. He cut out a 10 ft X 5 ft damaged section in our kitchen and pantry, and more wood was extracted as the water damage had spread. Over the weekend, we had fans blowing to remove the moisture. The floor was torn up for several days before a moisture meter was brought to determine when new flooring could be reinstalled. This was the first time we had contact with an employee of 50 Floors after I had to insistently call about the water damage. When I called the number that I was given, ******* (I believe) was taken aback that anyone had provide his name or contact information. He clearly indicated that he should not be involved and I dont believe he ever was beside a phone call or two and provided a very inappropriate apology saying, Im sorry you were expecting to hear from [our office] pointing out that we, as customers, should never have expected to hear from him or his team. After having our house professionally cleaned the day after the initial instillation, a new blanket of dust settled over our downstairs. After several months and contacting the BBB, we were reimbursed for the additional cleaning required. I have been in touch with the ********* office which has requested images of faulty install. Consistent uneven floors, splintered and chipped wood, raised seams that catch feet, and lifting planks cover the floor and this is only what we can easily see that is not covered by rugs and furniture. Additionally, scores of stable marks are visible and when we brought it up were told to get a marker to conceal them. Is that not the job of the installer to finish the job? Our problem is with the installer but we feel that 50 floors is the responsible party. We will contact you regarding the installer in a separate complaint. See the uploaded image for a sample of our "new" flooring.

  

  Business Response

  Date: 02/08/2024

  Thank you for your feedback. Our records and signed paperwork show your installation was complete on April 7th, 2023. A repair to address the water damage, dryer vent, and any trims concerns was scheduled and completed on April 20th, 2023; however, in keeping with your contract and warranty, if you are experiencing any installation related issues, please contact us at ************ and we will be happy to address these concerns as you are still within your Gold Star One-Year Installation Warranty.

  50 Floor received a cleaning invoice from ****************** and a refund check was mailed on November 3rd, 2023, to the address associated with the account, for the complete invoice amount. Please see supporting documentation.

  Respectfully,
  50 Floor

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 20791503
  
  I am rejecting this response because the issue has not been resolved. Awaiting action to repair the floors.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/13/2024

  Thank you for taking the time to speak with your market. We see an assessment is scheduled for Thursday, February 15th with our AGM, ***** and we look forward to meeting you and bringing a resolution to your concerns. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 20791503
  
  I am rejecting this response because the issue has not been resolved. A representative from 50 Floor is scheduled to come out to our house on Friday, February 16. I will know more after that time.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/27/2024

  An assessment was conducted on 2/15 by a member of our management team. The results of this assessment has led 50 Floor to submit a vendor claim with the manufacture on behalf of ******************. 50 Floor has requested the vendor to have a third party certified flooring inspector conduct a more thorough inspection. The timeframe is determined by the manufacture; however, 50 Floor will continue to provide ****************** with updates once received from the manufacture. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 20791503
  
  I am rejecting this response because I have not received any resolution. The first claim 50 Floors submitted was for only a portion of the square footage under discussion. I contacted 50 Floor to notify them that the square footage was incorrect. After alerting them, they realized they had not provided the vendor all information required.

  I contacted them again for a status update and was told that I will hear from them March 7.

  My understanding is that this is in reference to the product used. As of this date, no independent inspector has been to our home.

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

  

  Business Response

  Date: 03/27/2024

  We see your claim was denied by the manufacturer which we have provided here for your view. With wood being a natural, living material that reacts to the surrounding environment the damage appears to be site related and would void the product and installation warranty; however, we would like to be able to provide a suitable resolution for both parties.

  Per the national wood flooring association (NWFA) guidelines hardwood flooring is inspected from an upright standing position no greater than 6' height distance 18 to 24" away in normal lighting. When you have a moment, please provide photos of the issues within these guidelines for further review. We also request photos of the entire room from ************ and request the number of planks that show the chipping, corners missing, etc.  

  Respectfully,
  50Floor

• Initial Complaint

  Date:10/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a down payment of 10K but I changed my mind and in the refund policy they promise to send the down payment back and refund it. They emailed me and confirmed the refund but have not received it yet. It is overdue.

  

  Business Response

  Date: 10/19/2023

  Hi Valued Client,

     Thank you for your review. A refund was processed on 10/16/2023 for $10,000. Please allow up to 10 business days for the refund to show on your original form of payment.

  We have attached a copy of your receipt for your viewing and or records. 

  Thank you for giving us the opportunity to provide a quote for your flooring project. If you have any questions, please do not hesitate to contact us at ************.

  Respectfully,

  50 Floor

• Initial Complaint

  Date:10/13/2023

  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 had new flooring installed in June. We stared to notice splitting seams in August. I have called customer service 4 times, sent 3 emails with photos, and left 4 voicemails for the customer service manager, ****, with zero response. One seem has split nearly 1/2 an inch apart and you can see the subfloor. It is unacceptable at this point to not have received ANY type of response at all. We spent over $8000 on this flooring and need it to be repaired.

  

  Business Response

  Date: 10/19/2023

  Hi Valued Client,

     Thank you for bringing this to our attention. We apologize for the concerns you have been experiencing with your flooring. Our records indicate you have spoken with your local market and an assessment is scheduled for Friday, October 20th. 

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

  Respectfully,

  50 Floor

• Initial Complaint

  Date:10/10/2023

  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 bought flooring from ********************* was told that they would replace seals before reinstalling the toilets, now I have a leak in main bedrooms bathroom. This is my father's ********** is old, a toilet leaking under the new flooring is not acceptable. Please can you help me.

  

  Business Response

  Date: 10/12/2023

  Hi Valued Client,

     We are very sorry we failed to meet your expectations and want to thank you for your review. As of 10/12 our records indicate a member of our management team, *** was unsuccessful in reaching you via phone or unable to leave a voicemail. At your earliest convenience, please return his call at ************. 

  Thank you and for bringing this to our attention; we look forward to speaking with you soon. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:10/05/2023

  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.

  Prior to the install they came to my house to do an inspection and consultation. They installed our flooring on May 5th, 2022. Our dishwasher was not put back in the correct position which made it unusable. We noticed the floor was separating in different areas. We corresponded with the *** ************* receptionist, ******. We also have odd creaks in the floors. My family gets startled from the creaking, saying they thought someone was walking close behind them. The kitchen area was done very poorly, with a lot of uneven spots & various cracks in the flooring. They fixed areas in the kitchen and laundry room which returned with new ones. They told us that our subfloor was to blame for the separation & creaking. A third-party inspector found no issues. We informed 50 Floor. Ive called over 50 times, every time we saw a new problem. We sent emails with pictures. Worst of all, my disabled husband fell in our kitchen due to the uneven floors on August 16, 2023. I informed *******. On August 31, 2023, ******* came to my house to look at the problem areas, he said he would get back to me. As of October 5, 2023, he hasn't. Unfortunately, on September 1st, 2023, my husband passed away while recovering from spinal surgery he had due to this injury. During my husbands ****** at our house, I purchased runners to cover the separated flooring. I was nervous about someone tripping or falling due to the floors. I have become very frustrated looking at the poor condition of the flooring I paid over $15,000 for & that it never seemed like fixing it was a priority. I dont want to fix things or replace the flooring. The has been a HORRIBLE experience, I want a FULL refund. I am very disappointed with the workmanship and lack of professionalism I experienced dealing with 50 Floor. This has been a very daunting & exhausting experience. My ********** didnt deserve this; we simply were trying to make improvements to our home and now I wholeheartedly regret ever contacting 50 Floor.

  

  Business Response

  Date: 10/10/2023

  Hi Valued Client,
      We want to start off by expressing our sincerest condolences for the passing of your husband and our hearts go out to you at this difficult time.

  Thank you for your review and bringing this to our attention. Our client did reach out to us regarding the issues with her flooring. Our records indicate a repair was completed on 10/22, 2/28/23, &5/17/2023; however, due to the circumstances surrounding the concerns about your flooring, we would like to offer a complete replacement at no cost to ************** using a premium waterproof laminate.

  Respectfully,
  50 Floor

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20700087
  
  I am rejecting this response because at this moment, I don't trust 50 Floor to return to my home. I've reached out to the company numerous times due to their poor quality of work. I've been patient when previously waiting for their responses about all the problems I'm experiencing in my home. The company has not proven to me they are a reliable company. I'm not satisfied with their work and lack of professionalism. I would prefer a full refund so I can find a reputable flooring company. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/16/2023

  50 Floor does understand your concerns and are very sorry that you are not satisfied with the resolution. We stand behind our resolution, warranties, and installation and have offered a complete replacement at no cost to our client with a premium waterproof laminate. 
  Respectfully,
  50 Floor

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20700087
  
  I am rejecting this response because: I don't feel comfortable or confident working with 50 Floor any further. I still have not received any correspondence from ******* the ** or any one else from 50 Floor outside of this BBB complaint. My experience with 50 Floor has been unsatisfactory. The floor continues to get worse, this shows the quality of their work. I would like a full refund. 

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

  Customer Answer

  Date: 10/27/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  

  Business Response

  Date: 10/27/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  Date:10/03/2023

  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 had 50 Floor come out to quote flooring for approximately ****sqft. The individual who came out was very nice, identified himself as an employee ( vs independent contractor) multiple times and identified that being the difference between 50Floor and other companies- that their installers, etc. are employees. Being an attorney, I fully understand the difference and h the e benefits to being in control of employees. That was a huge plus for me and why I wound up hiring them. Once installation day came, the installers showed and said they couldnt complete in one day. Since I was told by the office when they scheduled the installation that it would be a two day job, I was confused. The installers were frustrated and told us that they had another job the next day. After wasting almost two full hours with the office trying to convince their employees to stay and do their job, they agreed to get started. The office ( **** ) assured me that they would be there the next day to compete the job. Come to find out that the sales associate nor the installers were employees. While I paid for an overage, as is required for carpet, there was not enough carpet ordered. the entire job was NOT complete and additional carpet had to be ordered. I spoke to the overall manager, ***************, multiple times during the installation. He assured me that he would compensate me by reducing the overall price I was paying, but would wait for the number because what if something else went wrong. It was a valid point since nothing had gone right yet. We discussed that nothing would be turned over to ***** Fargo, who was handling the financing, until the full job was completed. I asked him to send an email to reiterate both those points so i had it in writing, and he did. I still dont have the carpet, had to file a dispute with **************** and *** wont return my multiple emails. They charged for the entire job and didnt complete it.

  

  Business Response

  Date: 10/06/2023

  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 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 an appointment has been scheduled to complete the carpet installation on 10/11. In fairness to our client, we would like to address the amount of the discount once the installation is complete. 

  Thank you again, for your review and we look forward to continuing to resolve this matter. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20693056
  
  I am rejecting this response because: I have yet to be contacted by ***************, the manager.  I WAS contacted by **** to cancel the 11th installation date and have not confirmed another date..  Most importantly, I have not received any confirmation that they have pulled back the charge to ***** Fargo.  Since they have restated that they want to address a reduction in the overall cost, then ANY number sent over to ***** Fargo is incorrect and more importantly, the job is not yet finished.  I want there to be nothing due to ***** Fargo until everything is completed and the compensation piece is situated - which is what they stated would be the case.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/12/2023

  Thank you for your response. We see as of 10/11 the installation has been completed. Our records indicate *** left a voicemail on 10/11 to discuss the ***** Fargo terms of refund and compensation amount of $250.00; however, we would like to discuss them in further detail. If you could please return his call at **********************.
  We have attached the signed paperwork for your viewing, and we hope to hear from you soon.
  Respectfully,
  50 Floor

• Initial Complaint

  Date:10/02/2023

  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.

  they installed a laminate floor system on 9/29/23. one of the transition strips they installed is too thick and will not allow the bathroom door to close. have notified the sales associate and the manager who are both refusing to return my calls. I want them to fix this s**** up. Tham/nk you.

  

  Business Response

  Date: 10/02/2023

  Hi Valued Client,

     We sincerely apologize for any delays in communication on our part as this is not the level of customer service we strive. Our records indicate you have spoken with a member of our management team and currently working to resolve your concerns. 

  Thank you for review and bringing this matter to our attention. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:10/01/2023

  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 purchased flooring 2 years ago. The floor is buckling and coming unglued. When I called they said there was nothing they could do about it I saved a long time to improve my home and now it is worse then it was before

  

  Business Response

  Date: 10/04/2023

  Hi Valued Client,   

      Thank you for your review. As previously discussed, we are very sorry to hear you are experiencing issues with your flooring; however, please take a moment to review the consumer signed documents. 50 Floor will happily repair any issues caused by installation error within the documented timeframe. We see your flooring installation was completed on 9/14/2021 and the warranty has expired.

  50 Floor has offered to complete a replacement of your vinyl flooring with luxury vinyl is suitable at a discounted cost.

  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. 

  Respestfully,

  50 Floor