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, Inc.

  9580 Delegates Dr Orlando, FL 32837-8374

  
• 

  50 Floor

  818 Bluecrab Rd Newport News, VA 23606-4219

  
• 

  50 Floor

  5525 Cloverleaf Pkwy Valley View, OH 44125-4814

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/25/2023

  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 premium vinyl flooring for my basement steps in August of 2022. We have been wondering why the stairs make a lot of noise, My husband looked more closely and realized the glue is not holding and the flooring lifts from the steps very easily. I understand that we are over our one-year warranty; however, the company either used the wrong glue or did not prepare the floors properly. The told me it would be $150 just to send someone to look at the floors. They said they didn't know how we had been taking care of them so they could not cover the problem; however, if you won't send someone to look at them you won't be able to see that we are not the problem.

  

  Business Response

  Date: 09/25/2023

  Please accept our sincerest apologies for the negative experience you have had with us; however, we thank you for your review and bringing this to our attention. We see you have spoken with a member of our management team and a repair appointment has been scheduled for October 4th. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:09/12/2023

  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.

  Had a bedroom installed carpet. 1st time it was short with exposed seam. 2nd time they replaced the carpet used the wrong padding and seam still showing. 3rd time still no padding replaced seam still showing all after repair. 4th time they still haven't showed after a month. Nothing has been asked for such as a discount or anything until now.

  

  Business Response

  Date: 09/18/2023

  HI Valued Client,

      We are genuinely sorry to hear of the frustrating experience you had with our company and want to take a moment to thank you for bringing this to our attention as this is certainly not the level of service you deserve. Our records show a member of our customer care team, ******** has been unsuccessful in reaching you by phone but was able to leave numerous text messages. With that being said, if you could please return her call at ************ as we would like to discuss a resolution that works best for you and 50 Floor. 
  Thank you and we look forward to speaking with you soon.
  Respectfully,
  50 Floor

• Initial Complaint

  Date:09/11/2023

  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 roughly **** Sq ft of flooring installed in October of 2022. There were issues with the flooring shifting leaving gaps throughout the home so they sent the same installer back to re-install a large portion of the floor to correct the issue. After less that 30 days the same issue reoccurred. I tried reaching out the the company without response. I sent an email explaining that I would reach out to the veteran and military assistance program to have them engage on my behalf and finally got a response. They again sent the same installers to replace sections of the floor and it only got worse. I still have gapping and now have dried epoxy spots.I reached out again and talked with the *** ***, and finally got to the point that the company agreed that it was either a product defect or an improper install being that the laminate flooring was installed over a slab foundation and the floor was not leveled prior to install as is generally required. Slab foundations are never perfectly level. To this we agreed but the ** only agreed to replace the large open areas of the home since I did not see issues in the bedrooms rather than a total replacement. Last week I moved furniture and found issue in the bedrooms and reached out to ***** again. He made an appointment to come out and look at the job and see if we could get the ** to approve a full reinstall. I left work early that day to come home and he never showed up. I called 50 floor and they told me that ***** had a death in the family and thats why he missed the appointment. I just spoke with ***** about the flooring and he told me he did not have a family emergency but that he was simply too busy to let me know he couldnt make it because he works 3 jobs and forgot about the appointment. I paid ****** something for my new floor almost a year ago and am still trying to get it fixed. I would like a refund so that I can pay someone else to do the job correctly or receive a full reinstall with a new installation team.

  

  Business Response

  Date: 09/12/2023

  Hi Valued Client,

     Thank you for the taking the time to share your review. We would like to apologize for the experience you have detailed as this is not consistent with our company's standard of customer service. 

  We see you have spoken with a member of our management team and agreed to a complete flooring replacement which is scheduled for 10/09. 

  Thank you for bringing this matter to our attention. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:08/31/2023

  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.

  Good if you do not need them repair or replace. I received floors March 2020 and notified them a few months later there was an issue. Due to COVID I did not allow them to come in at that time and explained when the pandemic died down I would schedule for someone to come out. I spoke with them the beginning of 1/2021 and explained we were in the next variant that happened fall of 2021 and I would call back. I called around March/April of 2021 and the installer that laid my floors came back and measured for replacement and said someone would call me when the floors were in for installation. No one called; I called c/s numerous times and no return call. I even spoke to manager *** on 8/2021 whom never returned my call and sense had been told that he was fired for the same reason (not following up). Finally I contacted BBB around May 2022 that's when ***** immediately called me after BBB contacted 50 Floor. ***** looked at notes and said it was ridiculous that I was going through this and assured me the floors would be replaced ASAP. ***** said the order that was to replace my floors were no longer in and would need to send someone else to re-measure and reorder for replacement. After calling c/s back many times, leaving messages when they transferred me to someone still no return call. August of 2023 I thought to schedule for installation just to get someone out to look at the floors. Someone came, I explained and they said immediately about the floors should not had lifted & bubbled and took photos. He submitted information for someone to call back and the person came out very rude, didn't want me to ask any questions. He said someone would call. Spoke to Diamond and she said water damage. I explained no, the floors are worst from not being replaced. Spoke to Diamond again and she said she was advised by management the floors were out of warranty and she would not allow me to speak to a manager. ******* said a manager was not available, she never checked.

  

  Business Response

  Date: 09/12/2023

  Hi Valued Client,
      Thank you for your feedback and bringing this to our attention. As per your contract 50 Floor will warrant the flooring for up to one-year of your installation date which expired on March 11, 2021;however, our records show the initial concern was related to 1/4rd issues. We have made several scheduled attempts to address these issues within your warranty date, however those scheduled events were cancelled by the customer;however, we are happy to complete the 1/4rd repair/replacement at no cost to our client.
  
  50 Floor did complete an assessment as a customer courtesy outside of this warranty on August 23rd, 2023, and found moisture related concerns which is a site related issue and would void the product and installation warranty. 50 Floor will offer to complete a flooring replacement with 50 Floor absorbing the labor cost to take up the flooring and install new and our client would be responsible for the material cost based on her selection as the original flooring is no longer available. ************** would be responsible for the cost if any unforeseen circumstances of the subfloor were to arise.
  
  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

  Customer Answer

  Date: 09/12/2023

  The floor was install March 2020 a week before the Pandemic hit and the country was closed.  I called within a month of the installation 3/2020 and we both agreed of the Pandemic and I would not have anyone come to my home during that time.  I called back in January 2021 to advise I still did not feel comfortable; however around February 2022 someone came out to access the issue and said someone would call be to schedule the installation when the flooring was available. I then continuously called back to see if the flooring was in and no one never called me back, not even the managers that I continuously escalated to and spoke to.  It was never the same person because everyone seem to never be available at the time of my calls at that point.  Finally, I escalated to BBB and ***** called in June 2022 and stated the flooring that was ordered for me for the repair is not there anymore and someone would need to come back out to measure.  From there it went down hill again and I never heard from anyone again and when I called back ***** or non of the people I spoke to before was no longer worked for 50 flooring.  Finally I decided in 2023 to schedule a regular installation appointment to get someone out so I can be heard face-to-face.  The person that came out explained that during my time of issues the company was going through a major reconstruction with new people including the management and some had even been fired due to drooping the ball on many complaints and the manager specifically *** that I had also dealt with was fired for that specific reason.  He explained that they no longer had that flooring and he took pictures.  I finally got someone out there again for the assessment and it came back that I was out of warranty.  Unfortunately, between the Pandemic and 50 flooring not following up as promised we are now in 2023 with the same issue. My floor is also sunk in and bouncing when you walk on it, which the installer that came out noted and the person to access the issues with the flooring saw.  I paid for additional subflooring and evidentially it was not laid as it should had.  BTW, the person that came on to access my floor this last time in August 2023 was very rude and barely wanted me to ask any questions.  I will not pay for a floor from 50 floor that I already paid for and it was not installed properly from day one and I brought it immediately to there attention after the installation in March 2020.  It is not my fault there employees did not follow up and they were all fired for similar reasons.  It also is not my fault that you no longer have the floor.  I think this is very sad for the amount of money I spent and you want me to correct your mistakes at my cost.

  

  Business Response

  Date: 09/14/2023

  50 Floor is happy to repair or replace any 1/4rd concerns at no cost to our client which our records indicate was the original documented concern.

  As previously discussed, moisture related damage is a site related issue and would void the product warranty; however, 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. 50 Floor has offered to complete a replacement of your flooring at a discounted cost. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20547662
  
  I am rejecting this response because your company did not follow up with me as explained in the earlier responses. What you are referring to is an excuse. If your company would had followed up as expected we would not be here today. Where is your companies responsibility in this matter?
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/18/2023

  As previously stated, we are happy to honor the 1/4rd repairs outside of the warranty at no cost to our client; however, any other repairs related to the moisture damage as the previous assessment concluded will be at a discounted rate. 

  50 Floor does understand your concerns and are very sorry that you are not satisfied with the resolution; however, after careful review of your signed contractual agreement, we see 50 Floor has fulfilled its obligations as stated in the signed documents.

  Respectfully,
  50 Floor

  Customer Answer

  Date: 09/18/2023

   
  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. If you are repairing the areas that need to be repaired and my wrong color molding and it was laid incorrectly at no charge I will accept the free repair at no charge to me. If these obligations are not fulfilled at no charge to me then I will not accept anything out of my pocket. I hope this will be resolved very quickly because at this point I have no trust with your company until proven different. What will the warranty be on the finish repairs?
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20547662
  
  I am rejecting this response because:

  
  Complaint ID: ******** Date Filed: 8/31/2023 The week of Monday 9/18 an unknow person called claiming to be from 50Floor with no name was left on my voicemail. I called the number and left 3 different voice messages to a generic voicemail. On last night Monday 9/25 an unknow language barrier male called me. I hung up the phone because I could not understand the person. The person then texted me and advised that I was looking for 50Floor to repair my floors and I had the wrong number. That really scared me and made me at that point very discomfort with the 50Floor company. At this point I would like to request a full refund to get my floors replacement at a more reparable company.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/29/2023

  A voicemail was left on 9/18 by our General Manager, *** to discuss and schedule an appointment to complete the 1/4rd repair. At your earliest convenience please return his call to schedule a day and time that works best for you at ************. We have also notified the market and GM of your previous attempts to return his call. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20547662
  
  I am rejecting this response because I spoke to *** on 10/04 @ 3:00PM and he said they were replacing borders. The man came out to my house about a month ago to verify that my floor was bouncing and sinking in and I never mentioned borders the the man that came out. The borders was just snot issue not the issue the man came out for last month. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/12/2023

  As previously discussed, 50 Floor is happy to repair or replace any 1/4rd concerns at no cost to our client which our records indicate was the original documented concern.

  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; however, moisture related damage is a site related issue and would void the product warranty. 50 Floor has offered to complete a replacement of your flooring at a discounted cost OR complete replacement of the 1/4 round at no cost to our client. 

  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. 

  We do understand due to the covid pandemic your flooring concerns were delayed before; however, please consider that your one-year installation warranty has expired and any site related issues will voice the product warranty. 

  Respectfully,
  50 Floor

• Initial Complaint

  Date:08/29/2023

  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.

  Bad installation, Im waiting to fix more thsn 6 month, Manager on ************** isnt professional, abouth it .

  

  Business Response

  Date: 09/01/2023

  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 a repair appointment has been scheduled for 9/02. Thank you for your time and bringing this matter to our attention.

  Respectfully,

  50 Floor

   

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20539933
  
  I am rejecting this response because:
  Job is not fix yet , they came out and fix some , but bad installation from another installers still my problem on the other part of my house , they need to come and do the job right , Im not happy with the other part of my house. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/07/2023

  Hi Valued Client,
     We apologize the recent repair was not completed to your satisfaction; however, a final agreement was discussed and agreed upon between ************** and our management team. The completed work took place on 9/05 and consist of: taking up two layers of existing subfloors,reinforcing where needed, installing new plywood and new flooring in the hallway. Customer agreed to install new transitions to connect the two floors.

  Please see attached supporting signed documents. 

  Respectfully,
  50 Floor

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20539933
  
  I am rejecting this response because:
  They did half way, and yes we was concerned, but bad installation in the other part of the house  , was done by another company 50 floor hired to do the floor and tha company dont work with them anymore , because the bad Job they was doing , I pay almost ****** dollars for this job , and Im not accepting any other but good installation on my floor , that all we need from 50 floor nothing elses.  They did half way , we only asking to finish the other half and we done , but I cant accept nothing less . Anothers thing they responding now because I did this report, before this I wait 6 months and no response , I think Im been very patient about this but I think is about time resolved this problem 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/24/2023

  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.

  Signed 2 contracts one for hard wood floor and one for carpet. Come to find out the service rep who wrote up the contract wrote them up incorrectly and created an addendum that cancelled out the hard wood contract. At the time of signing both contracts I provided two checks at 50% of price. One for hardwood and one for carpet. 50 floor applied both to carpet and did not honor hardwood contract. This is there sales rep issue. The price for the hardwood should be refunded. $1080

  

  Business Response

  Date: 08/29/2023

  Hi Valued Client,
    Thank you for your review and feedback. As previously discussed with a member of our management team a contract was signed in the amount of $2161.81 for hardwood flooring;however, an addendum was signed changing the hardwood to carpet bringing the new contract total to $13,653.50.
  Our records indicate three payments have been received in the amounts of $6565.00, $1080.00, & $6008.50 bringing the total amount paid to $13,653.50 which completes the account as paid in full.

  The signed documents are attached for your review.

  Thank you again for bringing this to our attention.

  Respectfully,
  50 Floor

• Initial Complaint

  Date:08/21/2023

  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.

  I was having carpet put in my house from 50 floor. To start off the installer start at11.****. he demands money up front. Then in a few minutes he's asking if I took the cheek back. Starts in my bedroom then tearing up carpet in liveingroom. Don't try to finish these two room's. Putting furniture every we're. No we're to sit or any thing. Trys to open my windows I told them no. My light bill be sky high. Rip up carpet all throw the house. Not trying to complete anything. Makes a comment to me grumpy old lady. Leve my door wide open and gate. I ask them to close them please. It just keep on me have to close door ask them to close gate I have dogs. It was like them pushing me out of my house. And I am to be happy. Try to call 50 floor noone to help..thay we're to clean up there mess ..my bathrooms we're horrible my kitchen same way. Then make a comment tell him thank you for putting down my carpet and putting my bed back up..this was 8,4,2023. 50 floor should tell the installer the customer is right in there home. If it takes two day's do it. Don't try to push them out the door make rude comments to them. Thanks help

  

  Business Response

  Date: 08/24/2023

  HI Valued Client,

     Thank you for your review and bringing this matter to our attention. We sincerely apologize for any negativity you experienced during your time with 50 Floor, and we will address this with our installation teams as you are certainly deserving of better. 

  It is our understanding you have spoken with a member of our management team regarding the experience you had with 50 Floor. While we understand the installation process at times can be a little constraining, but in order to complete the installation properly the carpet must be stretched and seamed according to the layout. Please accept our apologies for the door being left open as well which we will be sure to address with our team. 

  If it also our understanding there are no installation or material related issues that need addressing; however, 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 as 50 Floor guarantees the quality of workmanship to be professional and in keeping with standards set by the flooring industry.

  Thank you again for your business. 

  50 Floor

  Customer Answer

  Date: 08/24/2023

  No thay should offer a gift card to go to eat..or something say I sorry is crazy. **** dident try to get a hold of me before I contact you. Now I sorry make your installation team pay us back. *** don't ***** he's workers out. Just put any *************** in your home it ok NO

  

  Business Response

  Date: 08/29/2023

  As part of our customer service procedures our records indicate a member of our management team was unsuccessful in reaching you by phone on 8/08 for an installation follow-up; however, we apologize if this message was not received.

  As a customer courtesy ********************** will mail a $60 Amazon gift card to the address we have on file.

  Respectfully,
  50 Floor

  Customer Answer

  Date: 08/29/2023

   
  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.
  But you could have called me. No one tryed.
  Sincerely,
  
  *****************************.

• Initial Complaint

  Date:08/15/2023

  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 contracted 50 Floor for a new tile floor on 1/28/23. They started work 2/27/23. After 4 weeks and only 2/3 installation complete, we had to stop the job. Issues were chips in tiles, grout levels and unlevel tiles that the elderly ladies trip on. They ruined some of our baseboards that we paid for, and some are still not fixed. They came out to look at the floor and said we can either get it replaced or monetary settlement. We first asked for monetary because the elderly ladies didnt want to be away from their accessible rooms any longer. 50 Floor said it needed an inspection, then 2 weeks later they said we did not need an inspection, then another week later we did need an inspection. 8 weeks after we stopped work, we finally got their inspection report. It included incorrect facts that we asked them to correct. The inspector did not respond. Even with those incorrect facts, it still said there were issues with the floor. We got our own inspector who reported chips, grout and unlevel tiles as well as many areas out of level. Both inspections reported issues. 20 weeks after stopping work, they still have not fixed any of the issues or provided any resolutions. The only way to fix is complete tear out and replace. They already kept handicapped people out of their accessible areas for 2 weeks. After I said we would allow them to replace the floor they did not like my concessions which included: moving our belongings, storing them, moving back into the house, replacing baseboards, grout additive. We already moved our belongings out once. It should not be on us to move them a second time because of their poor work. We are tired of still no floors in 3 bedrooms, still tripping on tiles plus the floors look horrible. Since it has taken them so long, we no longer want them to fix or replace the floors as we will not trust the work or the time it will take to complete. We just want our money back as we now have to hire someone else to remove and replace with new tile.

  

  Business Response

  Date: 08/21/2023

  Hi Valued Client,

  We sincerely apologize for the inconvenience and negative experience you have had with us. 

  Your review was escalated to our regional management team for their attention, and we will be reaching out to you directly to discuss your concerns in further detail and bring a resolution to this matter. 

  Thank you again, for bringing this to our attention.

  Respectfully,

  50 Floor

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20475244
  
  I am rejecting this response because: The business has not yet resolved the issue.  If they resolve the issue, I will see later if I accept or reject.  They only said they will contact us, not yet acceptable.

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

  

  Business Response

  Date: 08/25/2023

  Thank you for taking the time to speak with our regional manager regarding your concerns.

  50 Floor has offered a complete refund of ***************************************** deposit and 50 Floor will arrange to pick-up the uninstalled tile at the client's home. 

  Resolution is pending ************************** decision of acceptance. 

  Respectfully,

  50 Floor

   

  Customer Answer

  Date: 08/25/2023

   
  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:08/09/2023

  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.

  Problems from day one, tile coming up, tile not installed under stove, glue everywhere, dents in baseboard, scratches on fridge, scratch on cabinet door. They have attempted to repair some their work only to create more problems. Been out twice so far for repair work, still not right on the floor installation. Glue on floor, bump under tile near stairwell not repaired, never have addressed the damages to the baseboard, cabinet door, or refrigerator. I am torn between having them come out yet again, if they do I would want them to send out someone else as their installer are unable to address problems or just asking for a refund so I can have another company come out to repair their work.

  

  Business Response

  Date: 08/11/2023

  *********. We are very sorry to hear that you are unsatisfied with the installation of your floors. Looking into your account, it shows that you are currently working with *********, the manager, for resolution and have repairs scheduled on this coming Wednesday.  Please let us know if all issues are not addressed afterwards.  Thank you

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20444540
  
  I am rejecting this response because: 1.) we do not have an appointment set for this coming Wednesday yet as you indicated we did in your response. The last appointment was on Wednesday 9 August, where they were to address glue spots all over floor (still have glue spots from where they worked on loose boards at the previous visit that weren't removed); a bump under the tile next to the tile they replaced because of *********** (note: they had to reglue more tiles that were coming up and they made another bump under the tile doing so)

  2.) who are you and how can I contact you? I mainly have been calling ****** **************, are you at this number?

  3.) We have not rescheduled yet your crew's return, first I've heard of it is your response to BBB. So contact me to set up another return visit.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/16/2023

  Our sincerest apologies for any miscommunication on our end regarding an appointment and we appreciate you bringing this to our attention.

  As of 8/16 our records indicate an assessment has been scheduled for 8/21 and *********, our General Manager has left a voicemail to confirm. If you haven't already, please return her call at ************.

  Respectfully,

  50 Floor

   

• Initial Complaint

  Date:08/05/2023

  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.

  I had wood flooring put in my home. We were told that the wood floors in the bathroom would be fine. I asked if they would get water damage and the salesman said all we needed was a bath mat. We have a liner, shower curtain and a splash guard along with the bath mat. A little water got on the floor near the tub and the wood warped. When I spoke to ***** the manager at 50 floor. She said it wasn't their fault and we would have to pay to have it fixed. I told her I would put in a complaint at BBB and she asked me to wait until she talked to her GM. /Tuesday: She called me back and said she could have them out the next day after their first job to fix the floor. Friday: I still hadn't recieved a call from her, so I called her. She said she didn't tell my she would fixed the floor. I told her that she texted me telling me she would have to reschedule. She said she was talking abou the screws he didn't do correctly. I said you needed to ask your GM to complete the job they was working on? I told her she said she was contacting her GM ********************* and she said she did and he said they would repair the floor. I contacted the corporate office and a man name ****** said they will get this taken care of. I said that they should know what products go where and they should not install if the floors will become damaged. 30 minutes later ***** started calling, but I stopped answering the phone and only contact her via text because she will say one thing and lie and say she didn't say it.

  

  Business Response

  Date: 08/09/2023

  We have scheduled this customer's repair and will complete it for customer satisfaction.