Complaints
This profile includes complaints for 50 Floor's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 240 total complaints in the last 3 years.
- 98 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:12/16/2022
Type: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 hired 50 Floor to re-floor my entire house with carpeting upstairs and luxury vinyl plank flooring downstairs. They were in my home for 3.5 days and when they left, my home was left destroyed, 1/4 of dust throughout my entire home and 7 walls and a ******** which was just newly painted, with chips out of my walls! Their many commercials state they clean up after themselves . ABSOLUTELY FALSE ADVERTISING. I am not a complainer whatsoever, and Im not looking for free flooring, but the shape in which they left my home was deplorable. They offered $150 towards a cleaning bill that money wouldnt have cleaned my entryway. After two weeks of fighting with them, they did send a cleaning crew which cost them $400. Theyre now offering $100 to fix my ******** and my 7 walls. I have to use wood filler on my ********, spackle my walls, sand EVERYTHING and re-paint. I receive Disability and am not able to do it myself, and I shouldnt have to! They covered NOTHING up while busting up three rooms of tile. When they left, there were still chunks of tile sticking out of my walls and I couldnt even tell what color my brand new flooring was. THIS COMPANY NEEDS SHUT DOWN! I dont want one more person suffering like I have from this company! On top of everything stated above, they hire ALL subcontractors who barely speak English! Please stop this company from ruining other homes like mine. PLEASE! I paid this company over $14,000 for flooring and in turn they left my home in ruins.
Business Response
Date: 12/20/2022
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. Thank you for your review and bringing this matter to our attention. We see you have spoken with a member of our management team and have agreed on a resolution of a higher compensated amount.
Thank you again, for bringing this matter to our attention.
Respectfully,
50 Floor
Initial Complaint
Date:12/09/2022
Type: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.
Contract started 7/2022 the company is still currently attempting to fix horrific job on tiles and carpet to date 12/2022. Credit card is in dispute because company has charged it as if job was completed. Poor communication and fourth attempt to fix the job. 50 flooring is now taking the entire job up again and attempting to reinstall after Christmas. They have damaged several things in my home and have not replaced or fixed. It has been a terrible experience and they have taking complete advantage of me and my family.Business Response
Date: 12/14/2022
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. A member of our regional management team, ***** has been unsuccessful in reaching you by phone and was unable to leave a voicemail. When you have a moment if you would please return his call at ************ as we would like to discuss your concerns in further detail.
Thank you and we look forward to speaking with you soon.
Respectfully,
50 Floor
Initial Complaint
Date:11/15/2022
Type: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.
Gentlemen from 50 floor came on 11/9to do bathroom flooring guy came proceeded as normal pulled my toilet out then said he needed to let the floor dry due to water leakage from cracked tiles and destroyed my basedboard in the process but I didnt complain because he was going to put new ones down. three days later the gentleman returns tares my floor all the way up then starts laying the new floor down 8 Hrs later the gentleman says he cant complete the baseboard because its not in his contract after he and his employer said they could repair it and allowed me To spend my money getting the additional parts we called the company they said they dont fix walls and and we proceeded to tell them that its not a Wall its a baseboard thats apart of the floor that your employee destroyed and said he Would fix but now cant fix the job and my toilet is still sitting in the shower end of the day the worker left its thanksgiving next week my bathroom isnt complete!Business Response
Date: 11/21/2022
Hi Valued Client,
We want to thank you for bringing this matter to our attention and we sincerely apologize for any inconveniences this has caused you. We see you have spoken with a member of our management team in which a resolution has been agreed upon.
50 Floor has agreed to complete the repairs of the drywall, flooring and toilet reset and a refund of $450.00.
We sincerely appreciate your time and patience as we continue to move forward with completing the above resolution.
Respectfully,
50 Floor
Initial Complaint
Date:11/15/2022
Type: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 hired 50 floors for a complete house install after almost 4 to 5 months floors finally came and recieved a call fir an appointment to install. Date was set received a 2nd call from the office to leave work to put small dogs up. Came to the house to lock up pets as advised the installers told my daughter 1st then myself not to worry about them they also had a puppy at home. After reassurance I left. Later recieved a call they let one of my dogs out . They opened a door they had absolutely no business opening and my girl got out and was hit and killed by a car due to their negligence! I did what i was told but two different people was told my dogs is fine. I hate myself for believing in a so called reputable company and now my baby is dead. Why they thought it was necessary to open a door they was not even had any buisness opening is beyound me. I told them no more work and allowed them to pick up the material. I strongly feel this is there negligence and seeking they pay for the cremation of my baby. I have not spoke to them since they would only offer some funds back if I would let them do the work. This is unjustified and they need to pay for her remain .i payed for an urn when i was ti be paying for floors. Due to the condition i had to also pay extra for flooring . The lyed and killed my beloved pet!Business Response
Date: 11/21/2022
HI Valued Client,
We are extremely sorry for this very unfortunate situation. Though we have spoken with you regarding this situation we would like to discuss a solution that works best for both parties. As of 11/18 a detailed voicemail was left by a member of our management team. The general manager, ***** can be reached at ************.
Respectfully,
50 Floor
Business Response
Date: 12/14/2022
Our records indicate you have spoken with a member of our management team and have worked toward a resolution.
Thank you for your time and patience and on behalf of 50 Floor we want to again send our deepest condolences and apologize for this very unfortunate situation.
Respectfully,
50 FloorCustomer Answer
Date: 12/28/2022
Complaint: 18408408
I am rejecting this response because:This company has still not complied with the agreement. They was to send a check to cover burial cost and a letter of condolences. Still have not received anything in the nail. Stating they would and told you they would and did not follow through
Sincerely,
***********************Business Response
Date: 12/29/2022
Hi Valued Client,
We sincerely apologize and appreciate you bringing this to our attention. Our records indicate a check was mailed to ********************** address on 12/15 and was cashed on 12/23; however, after receiving a copy of the check we would like ****************** at her convenience to please review the attachments and check for any possible concerns.
Respectfully,
50 Floor
Customer Answer
Date: 01/04/2023
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:11/08/2022
Type: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 11/26/2021 my wife and I signed an agreement with 50 Floors to have Luxury vinyl planks installed kitchen, hallway, bathroom, foyer, living room, dining room and family room for a price of $12,312. The floors were installed in December and on January 30, 2022, I contacted 50 floors about the floor being unlevel. 50 floors sent out the gentleman that installed the floors and checked a few spots and said that we needed to give the floors time to settle (6 months) So, on September 15 and 17, 2022, I contacted 50 floors again that it's been 9 months and the floors are still uneven no response until i contacted them again on September 25, 2022, when I received a message from ******* requesting that i send photos of the floors and how they were unlevel / uneven. I sent over several photo and the no response until I messaged again on October 25, 2022.******* finally called and stated they would send the guy who installed the floor out to do an inspection. the tech finally came out to inspect the floor on November 4, 2022 and told my wife that the floors are supposed to be unlevel because it is a floating floor. Today November 8, 2022, I received a call from ******* and she stated that our house must have been submerged during Hurricane *** because there was moisture in one area buy the window. Our house didn't flood during *** and water did not cause the floors to be unlevel.I just want the floor to be somewhat level no perfect, if 50 floors would have fixed the issues when i first made the request we would be in this position todayBusiness Response
Date: 11/14/2022
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. We sincerely apologize for the concerns you are having. After further investigation we see an inspection was completed on 11/04. Please see supporting documents and photos supporting water being the cause of the flooring concerns. The installation warranty does not cover site damage.
50 Floor provides a Gold Star One-Year Installation Warranty which consist 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. This warranty is valid only for 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 or cleaning, abuse, excessive moisture, vandalism, or alteration.
Please feel free to contact us at ************ if you would like to re discuss the concerns.
Respectfully,
50 Floor
Customer Answer
Date: 11/14/2022
Complaint: 18377988
I am rejecting this response because: I have been trying to get someone to come out to inspect the uneven flooring for 11 months. Then when the company decided to send someone out it was right after Hurrican ***. The floors were uneven well before November 4.Plus, it's interesting that the Tech decided to check the only area in my house that had minimal water that had entered the House. He stated to My wife that the floors are supposed to be uneven because they are floating and then goes back to the office and tells 50 floors that the house was submerged under water, but it wasn't more he never checked any other locations.
If someone would have addressed the flooring issues back in February when all this started, we wouldn't be here now. This company here in ******* ******* doesn't seem to care about the customer, very disappointing
Sincerely,
***************************Business Response
Date: 11/18/2022
We would like to move forward with scheduling an inspection; however, your local market management team has been unsuccessful in reaching you by phone. The general manager can be reached at ************************.
We look forward to speaking with you soon.
Respectfully,
50 Floor
Initial Complaint
Date:11/06/2022
Type: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 were quoted for flooring for our whole house and 135 sq ft on our screen porch. We were told that they it could not do the screen porch area. They collected the full amount at time they started the job. I have called several times trying to find out about a refund for the screen porch portion of the job and have not received any response from the company.Business Response
Date: 11/09/2022
HI Valued Client,
Thank you for sharing your feedback. It is our understanding that a manager has reached out to you and addressed your concerns. Please accept our sincere apology for the inconveniences you've experienced. We appreciate you sharing your feedback and thank you for your business with 50 Floor.
Respectfully,
50 Floor
Initial Complaint
Date:11/02/2022
Type: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.
***************************** (my Husband) and I signed a contract with 50 Floor on February 19, 2022. We hired 50 Floor to repace all of our carpeting with the flooring we bought from them and to place all new floorboards in our home.We paid 50 Floor 22,000$ total$5,000 was earmarked for the floorboards work.The salesman was ************ ; he did all of the measuring for the job.As it turned out, ************ did not measure correctly and there were not enough floorboards to complete the job.50 Floor refused to send someone to my home to measure the number of floorbards needed; instead, they just threw out a number and said is the number of floorboards needed. They did not give me an opportunity to speak to anyone about the work that was still to be completed .******* was the Employee who finished the work with the baseboards . His work was very shoddy and very unsatisfactory!!!50 Floor did nothing about the shoddy work and obviously arent planning to do anything about it.I want the work completed to our satisfaction, as they promised, or they should refund some of the money we gave them.Business Response
Date: 11/07/2022
Hi Valued Client,
Thank you for your review. Our records indicate a member of our management team, *** left a voicemail and would like to discuss and schedule an appointment to resolve the concerns. If you haven't already, when you have a moment, please return our call at **********************.
Respectfully,
50 Floor
Initial Complaint
Date:10/20/2022
Type: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 June 28th 2022 A salesman from 50 floor ********* came to our home to quote a job. He went through about **** sq ft of our house upstairs downstairs measured everything and we told him we would like LVP waterproof flooring. He then proceeded to pull out two different brands of LVP flooring and told us that these two were specially made for stairs which we have a flight of stairs going to the upstairs master suite. One step up to the bathroom in our closet and one step to the bathroom in our master bedroom. We picked the color we wanted he assured us how beautiful it was going to be and they warranty all of their work and all the good stuff. Gave us a price when it came down to it of $16,000 for everything. I thought it was high but you get what you pay for so we agreed and signed the contract. We immediately paid 10k that night. Fast forward two months for material to come in. Called to schedule the install dates because it was a 2 day job. Scheduled the dates and immediately when they started ripping out the carpet upstairs is when I met ****. He called and said the floor was unlevel they need to do $1800 worth more of work for the floors to be correct so I have him the go ahead to make it right. After the first two days of work a lot of the flooring was completed and for the most part didnt look bad. The stairs however all of them havent been done. I called ************* said they will schedule another day to come finish the stairs. They scheduled another day they came and nothing was done. Then **** proceeds to tell me that the stairs cant be done as originally in the contract after all the materials were bought but they can be stained? The stairs upstairs also cant be done at all for some other reason. They left carpet on them! It looks ridiculous. They have been out 4 days and the job still in not completed. I contacted **** again he threatened to put a lien on my house if didnt pay remaining $6800. I told him No because the job is not done! Please help!Business Response
Date: 10/25/2022
HI Valued Client,
We want to thank you for bringing this matter to our attention and apologize for the experience you have had with 50 Floor.
Our records indicate an appointment is scheduled for October 25th to complete the stair(s).
Thank you for your time and patience in working towards a resolution.
Respectfully,
50 Floor
Initial Complaint
Date:10/20/2022
Type: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 install luxury vinyl tile all throughout my house in December of 2020. It started coming apart everywhere almost immediately. I had them come out and fix it twice. The second time they just put brown glue in the cracks. The glue came out and the boards are pulling apart even more. You can see the subfloor in several places. They sent someone out again to take pictures and address the problem. The man who came out said it was a mess and needed to be redone completely. He said he was writing a report and they would contact me. That has been over 3 minths now. I have called numerous times and was told the manager was no longer there but my paperwork should be on his desk somewhere and they would find it and call me. Still no call. At this point I would like them to come replace all the flooring or give me my money back so I can hire a. Company who knows what they are doing. I'm so embarrassed of my floor and it cost me a lot of money.Business Response
Date: 10/26/2022
Hi Valued Client,
We see you have spoken with a member of our management team and working towards a resolution.
Thank you for your time and patience and giving us an opportunity to address your concerns.
Respectfully,
50 Floor
Initial Complaint
Date:10/17/2022
Type: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.
******* came to my home on 8-29-22 and measured the upstairs are for flooring. He gave me a price and I went with it, however, being a senior citizen, I should have had someone with me. The quote was hand written and did not have a breakdown of the amount quoted. Such as how much the flooring was per square footage etc. So, I called 4 different people to get this information so that I would know I was not being cheated. They said that they dont do breakdowns. So I dont know where else to turn. The promotion they had was 60% off price of flooring. They quoted a price of ****** and 60% off made it *****. After I discussed it with a friend of mine. She said the price sound inflated. As a consumer, dont I deserve the specifics of what I am paying for?Hope you can assist me in getting the breakdown.Business Response
Date: 10/21/2022
Hi Valued Client,
We want to thank you for taking the time to speak with a member of our management team regarding the requested information above.
While we understand you would like to take some time, we thank you for the opportunity and hope to be able to work with you in the future. Until then your contact has been cancelled and a full refund has been issued. Please allow ten business days for the refund to be processed back to your original form of payment.
Thank you!
50 Floor
Customer Answer
Date: 10/23/2022
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,
*****************************
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