Complaints

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

close

Find a Location

50 Floor has 21 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  50 Floor

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

  
• 

  50 Floor, Inc.

  601 Bricksteel Ln Garner, NC 27529-9659

  
• 

  50 FLOOR

  561 Brick Church Park Drive Nashville, TN 37207

  
• 

  50 Floor

  3541 Queen Palm Dr Tampa, FL 33619-1351

  
• 

  50 Floor, Inc.

  9580 Delegates Dr Orlando, FL 32837-8374

  

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

• Initial Complaint

  Date:03/28/2023

  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.

  When I ordered the flooring I was assured that the installer could move washer/ dryer.When the installers came today, he did not know how to do that, so I ordered them to leave.50 Floor has more than ****** of my ********************************* could not tell me when I would be getting a refund. In addition, they want to charge 20% cancellation fee, although they sent someone who couldn't do the job. I want my entire deposit back.

  

  Business Response

  Date: 03/30/2023

  Hi Valued Client,

      We have read your flooring job notes and see your local market's management team has provided a resolution to your concerns. Thank you for bringing this to our attention. If there is anything else, we can assist with please feel free to contact us at ************.

  Respectfully,

  50 Floor

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19862487
  
  I am rejecting this response because:

  They have not completed the refund. When I have received my money back, the complaint will be closed. 

  Until then, no dice. 

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

  

  Business Response

  Date: 04/03/2023

  Dear **************,
  
  Refund was processed on 3/31/2023 and should be hitting your account today or tomorrow at the latest depending on your bank and their processes. Again, we apologize for any inconvenience.
  
  Respectfully,
  
  50 Floor

  Customer Answer

  Date: 04/03/2023

   
  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.

  However, until I have the money, things remain the same. 

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

• Initial Complaint

  Date:03/28/2023

  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 them came out to give me a price for our bedroom , we agreed on the price I paid them 750 dollars down a few days later after listening to my neighbors loud music I decided I needed more insulation under the floor so I called them and the girl told they could and would do it when they came out they didnt have it so I told them I didnt want it and they said they would charge me a restocking fee of 20 percent and they did 20 percent of the total bill they did not have to restock the whole bill I was fine with restocking fee frr the flooring but not the total bill

  

  Business Response

  Date: 03/30/2023

  Hi Valued Client,

     Thank you for your review. We apologize for the negative experience and see you have spoken with our management team and a full refund will be issued to the original form of payment. Please allow up to ten business for this transaction to be completed. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:03/21/2023

  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.

  Six weeks ago we were told the job was finished. We were told by salesman it may take 2 to 2 1/2 days to put in 5 rooms of flooring; but when we returned home from work on day one, they were packing up saying they were finished. But within 10 minutes of them leaving, I found the bathroom door wouldn't close, the toilet was not caulked, there was quarterround not attached, a missing transition piece from the bathroom to bedroom, rubber piece that goes under the dishwash was not attached, and all nails in the transition piece from kitchen to livingroom were sticking up at least 1/2". We called ****, who is in charge of the workers, to tell him of these issues. He scheduled an appoiontment the next week to come look. That day arrived and he called to say he couldn't come-didn't make another apt. We called, finally reached him, set for the next week. That day came, he didn't call, he didn't show. About 10 days later he sent his assistant to look who agreed these ************* to be fixed, but we've not heard from them since. I reached out to the saleman, who said 50 floor had great service after the sale. He said he would try. No results. My newphew has tried to reach out but **** refuses our calls and texts. I paid the full amount due when they SAID the job was done. They were just in a hurry to fininsh and no one did any type of inspection to check these issues. I found them instantly, but they rushed out the door, so I've had to rely on the supposed manager. The name on the contract is ******** (or *****) *****. I am the co-owner of this home.

  

  Business Response

  Date: 03/27/2023

  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 was unsuccessful in reaching you via phone but was able to leave a voicemail. If you haven't already done so, please give our General Manager, ***** a call at **********************.

  Respectfully,

  50 Floor

  Customer Answer

  Date: 03/27/2023

  Yes, someone did call and leave a message and finally spoke to my sister. This matter is not resolved. We have spoken to several people over the last 6 weeks, but no one to date has actually fixed the errors. A new call was to be made today to make a date to come fix SOME of the issues. I will not close this complaint until all issues have been fixed to our satisfaction. 

  

  Business Response

  Date: 04/03/2023

  We have reached out to the customer and have a scheduled appointment set on 4/4/23 between 2-3pm for repairs and resolution.

  Customer Answer

  Date: 04/05/2023

   
  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.

  I would like to thank ***** who took responsibility for my issue and handled it himself. 

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

• Initial Complaint

  Date:03/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made several attempts to resolve this issue to no avail. Please help.From: ***************************** <**************>To: *********************************** <***********************************>Sent: Monday, January 16, 2023 at 04:52:53 PM CST Subject: Fw: Carpet Photos What is the status of this request?***************************** ************ -From: ***************************** <**************>To: *********************************** <***********************************>Sent: Thursday, January 12, 2023 at 01:10:54 PM CST Subject: Carpet Photos This carpet has never looked clean. Ten minutes after vacuum it looks dirty. There was no way to determine what this carpet would look like until after installation. I am completely disappointed in the way it looks. This is unacceptable and and I am requesting a refund or replacement. I also have more photos if needed. Please advise disposition as soon as possible. ***************************** ************

  

  Business Response

  Date: 03/20/2023

  Hi Valued Client,

     We understand your disappointment with 50 Floor and agree that this is not acceptable. It is important to us that our customers are more than satisfied and we appreciate the opportunity to make this right. Our records indicate you have spoken with your local market, and we are working to replace your carpet. 

  Thank you for bringing this to our attention and we look forward to resolving this matter. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:03/09/2023

  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.

  04/09/22 We sat down with a sales rep( ************************** and decided to let them remove carpet from the upstairs hallway and redo our stairs. In June they came to install the flooring and redo the stairs. Only one person spoke very little english. When it came time to stain the stairs, he showed me the stain in the can and asked if this is what I want. It was black looking so I assumed it was what I had picked out. On the paperwork it says " Hardwood - Expresso , Risers - Primer white" **** we picked out looked black. Black would match the flooring we picked out. So when they were done, the stairs were not black. Not even close. When I tried to talk to the gentleman, I got a blank stare. So when my husband came home he said he would be okay with it. But it still bothered me because it was not what we picked out. And i wasn't given any paperwork from anyone. So in December we called them back to get an estimate on the bedrooms to remove the carpet and install hardwood laminate. ***************************** was the sales rep that came out. I told him they did a good job other than they busted a hole in my wall and halfway fixed it and the stairs were the wrong color. So he told us that it was still within a year that if I called customer service that they would correct it. So that is what I did. I called on 12/21/22. I got to privilege to deal with a manager named ******* out of the ******************* He accused me of changing my story which let me know that he wasn't really listening and taking in all the details. He got an attitude with me and the last time I heard from him he was suppose to call ************************* and see is she could give them some info and he said he would call me back and have never heard anything. So I contacted headquarters on 01/04/23 and they too heard my story and said we will get back to you. And I made a comment on their ******** page and they started messaging me. Again my story was told. I have more flooring that needs to be done and I have had people ask who did mine. As of right now, I cannot and will not give them a reference of any kind. I would suggest recording and videoing any and all transactions with 50 Floor. Take a picture of what you pick out and keep EVERYTHING in a file. I did get recordings of my dealings with *******. The pictures attached show what it should have been and what it is.

  

  Business Response

  Date: 03/16/2023

  Hi Valued Client,
    Thank you for taking the time to communicate to us why our product/service did not meet your expectations. Please accept our sincerest apologies. After further research we see the agreed upon stain of choice, Espresso, was used to complete the stairs and signed a certificate of completion on 6/08/2022. As stated, it was brought to our attention months later; however,we want you to be happy with your stairs and move forward with providing an amicable solution. 50 Floor will be happy to complete a secondary stair sand &refinish if our client is willing to provide the stain and at discounted labor cost of $294.00.
  We have attached the signed documents for your viewing.
  Respectfully,
  50 Floor

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19562023
  
  I am rejecting this response because: I feel like the salesman told us what we wanted to hear to make the sale. He said they would take care of it . Yes the paperwork shows expresso but the picture we seen when we picked it out looked black. No one is admitting their mistake. Our original plan was to find someone that was honest and did a good job. The lady we seen took measurements of the whole house knowing this was the plan. We were showed pictures of different kinds of stain for the stairs. What we picked was black. What she wrote down was expresso. What we got was not what we picked out.  I will keep what I have but I will not let them do the remainder of the house and I will not give a review other than to record everything said and take pictures of  everything you pick out because when somthing goes wrong they will call you the liar.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/21/2023

  We are very sorry to hear of your disappointment with our resolution and want to thank you for your feedback. We will continue to honor our offer to resolve and if granted the chance to move forward, please continue communication with our local market's management team at ************.

  Respectfully,

  50 Floor

• Initial Complaint

  Date:03/04/2023

  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.

  On 11/22/2022, I hired 50 floor to install some luxury flooring in my kitchen and wooden trim to match my existing trim. Also, Carpet was to be installed in my living room and front room, along with thresholds. The job took several visits to my house due to the kitchen trim not being installed correctly and it did not match my existing trim. The crew came back and corrected the trim and matched the trim to the existing trim. Also, there are 3 boxes of luxury flooring that was left at my house that was not needed that I was charged for due to the estimator not knowing how to measure the proper measurements for the kitchen. See pictures. The carpet was not stretched and tacked down so ******************** had to come back and stretch and tack down the carpet. The thresholds/transitions to each room were not completed. The first and only time the thresholds/transitions were put down was the new kitchen flooring up against my old carpet. A week later ******************** came back and put the new carpet down but did not do the thresholds/transitions. Still to this date the thresholds/transitions have not be installed. I have had several email contacts with the contractor/50 floor employee and had had not resolution on the finishing up of the job so I could pay the remained of the bill.On 11/22/2022, I wrote a check for $2,437.50, when the project was complete, I was supposed to pay the rest of $2,437.50 for a total of $4,875.00. However, I have not made the final payment due to the fact the job has not been completed. There has been email chain with 50 Floor employee ******************* pertaining to fixing the forementioned issues and picking up the extra unneeded kitchen flooring material and being credited for it. However, his promises of reduction of my bill, the fixing of the thresholds/transitions and the pick-up of material has not been completed. A lien has been put on my house by 50 Floors.If you have any questions please feel free to contact me.*********************

  

  Business Response

  Date: 03/09/2023

  Hi Valued Client,

     Thank you for taking the time to bring this matter to our attention as it gives us an opportunity to review and address the specific concerns at hand.

   As previously discussed, a refund of $126 was applied to the balance for the transition concern. We also offered to refund for the left-over material pending pick up arrangements.

  50 Floor would like to honor our previous conversations or attempt to re discuss and resolve the concerns, but we have been unsuccessful in reaching our client by phone or mail.

  Please see supporting documents and at your earliest convenience return ***** call at ************.

  Respectfully,
  50 Floor

• Initial Complaint

  Date:02/28/2023

  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 our bedroom/hall done by 50 floors and in hall a piece was coming up, I called and they sent someone promptly to correct it, now my threshold to bathroom came loose, called about a month and a half ago, spoke to *************************, she said she needed pics sent, I do not have a cell phone to take pics, she said have children take pics, I do not have any, have grandchildren take pics, really?? I finally had someone take pictures this past Friday and sent them, now she calls and says she needs better pics lol, I talked with other people in 50 floors asking for help as ****** cant seem to help me, ****** calls back and tells me I can't help that you don't know how to take pics OMG really, she said she needs different angle pics! She is just giving me a runaround! I call back and spoke again with ******* who was supposed to have ****** (mgr) call, now ****** calls back saying she can have service come out but it will cost us 220 plus materials, really???? after all the money we spent on this floor and we told them we were going to have our living room in same flooring, terrible and condescending service, they took our money and now no service or help in resolving the problem just aggravation. We just wanted that piece fixed so the rest of the floor doesn't get ruined.

  

  Business Response

  Date: 03/01/2023

  HI Valued Client,

     Thank you for your review and bringing this to our attention. We sincerely apologize for the negative experience. Our records indicate you have spoken with a member of our customer care team and an appointment has been scheduled for Friday, March 3rd to re secure the transition at no cost to our client. 

  Thank you again, and we look forward to seeing you soon. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:02/22/2023

  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.

  Bought hardwood floors from 50 floors in December of 2021. The floors were installed July of 2022 and they looked great until it came time to put the trim down! The trim looked so cheap and not completely painted compared to the floors. We let them put the white trim down because it looked better than the grey. While putting down the trim they accidentally put in white trim in front of the fireplace like a framed picture. I called 50 floors to explain that I didnt like the white trim around the fireplace. The installer shows up with a piece of trim he had never shown us that looked perfect with the floors! The installer tells me to call management, they will reimburse you the monies for the trim, and I will come and install the trim when you get it. So I called 50 floors back to inform them that I prefer the new trim that was replaced in front of the fireplace. So they returned the cost of the trim, which was $300. Unfortunately, it took 3 months to get all the trim. Finally, I got all the trim and called the installer, as he told me, he told me he was going out of town and would install the trim upon his return from his trip. This is Nov. of 22 I never got a call back. I finally call him by Dec. 13 and he tells me he will come and fix when he gets ready . I called the manager and he tells me we dont have to install them because thats not our responsibility. It surely is how you give us monies for the trim and your installer says he will install but doesnt! This is business and I except all my monies back we have paid for installing trim that was part of our $8700 bill per my conversation with the installer and manager. They had better trim and didnt install it with the floors! And I was told I am not the first customer to complain about the trim!! So why keep buying trim the doesnt match your floors? We had to spend an extra $600, like I told the manager I was verbally told by your company they would fix their problem and they did NOT!

  

  Business Response

  Date: 02/27/2023

  Hi Valued Client,

     We apologize for your unfavorable experience with us and appreciate you bringing this to our attention. With every flooring project we strive to ensure each installation is installed properly and to industry standard. Our records indicate you have spoken with a member of our management team and have refused further service. In order for 50 Floor to complete a resolution, please continue communication with a member of our management team, ***** at ************ ext.

  Respectfully,

  50 Floor

• Initial Complaint

  Date:02/13/2023

  Type:Customer Service 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.

  Order high end quality carpet and padding from company for my 82yr old mother in her home. I was not there the day of the install, i went over last Friday 2.10.2023 and it is the cheapest carpet and padding that could have been put down not to mention that it isn't the color that was on the contract. It doesn't even smell new. I call customer service the same day and left a message no phone call back - stated today he was out for a sick child 50 floors has no other managers to cover?He tells me because the care taker that was at my mother's home signed the completion "oh well" and it is the same carpet and padding just not the color. If that was even the case WHO CARES IT ISNT CORRECT.I spend $600.00 on a pod and $2500 for a moving company to pack all belongings and move into the pod for this installation to occur.The local customer service representative would not admit to the mistake and then wondered why i was angry. Start with the fact it isn't even the CORRECT COLOR.I request to speak to his boss a regional manager and it is top secret information and would not give it to me. I have never experience such poor service and i am a repeat customer

  

  Business Response

  Date: 02/20/2023

  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 currently working toward a resolution. Thank you for time and bringing this matter to our attention.

  Respectfully, 50 Floor

• Initial Complaint

  Date:02/12/2023

  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.

  On 06-14-22 I signed a contract to replace my wood floor. The work started on 07-18-22. The contractor (***) sent 1 installer. He didn't have the equipment necessary to remove the exist. floor. He came back the next day with a small push machine and still couldn't do it.. He said he needed a heavier machine.The *** called me and said the machine was going to cost me another $400. I ask why and he stated that it is for unforeseen conditions. I told him that the contract did not specify anything like. He asked me to share the ******** had to do it before he rented the equipment. I was under duress since my house was already a mess and I needed the job to start asap. The installer came back with a 600# machine causing damages to my paver walkway, and some bricks while pushing ***************** inside the house. The installer couldnt manipulate ***************** and quit the job. The contractor sent a new crew a few days later.The work was finished on 08-09-22 but there was a punch list the *** had to finish. I notified the *** immediately about the problems and he promised to send the crew back as soon as possible. On 08-11-22 they sent one of the installer to fix the problems and he said he couldn't do it and left. The *** promised to take care of my and he was going to find someone to repair the damages. Later he informed me that it was better if I could find a local person to do it. I agreed to it but it took me some time to find someone. On 12-20-22 I finally found a handyman that said he could do it and I sent the *** a copy of his estimate. His response was that he wasn't going to pay for all the repairs until he talked to his boss. But he never got back with me. I kept sending texts asking if he talked to his boss and he just ignored me. He did not even answer my calls.

  

  Business Response

  Date: 02/16/2023

  Hi Valued Client,

     We want to thank you for bringing this matter to our attention. Please accept our sincerest apologies for the inconveniences that these concerns have caused you. Our records indicate you have spoken with local market and have agreed to a refund amount of $1,200. Please allow up to ten business days for this transaction to be processed. 

  Thank you again for giving us the opportunity to make things right. 

  Respectfully,

  50 Floor