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

  3614 Green Park Cir Charlotte, NC 28217-2866

  
• 

  50 Floor

  5525 Cloverleaf Pkwy Valley View, OH 44125-4814

  
• 

  50 Floor

  4613 Philips Hwy Ste 209 Jacksonville, FL 32207-7290

  
• 

  50 Floor

  101 TK Industrial Blvd Hutto, TX 78634

  

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

• Initial Complaint

  Date:07/21/2025

  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.

  Installed vinyl flooring on 07/02/25 & 07/03/25. They had to remove my toilet and reinstall to put the flooring down in the bathroom. They installed the toilet incorrectly, came back to fix it and failed. **************** refuses to send anyone to fix it now as they say this is MY problem . They told me I will need to pay a plumber. The installer used the wrong screws to reinstall and this company is refusing to fix their mistake. I will be taking them to court to pay for repairs.

  

  Business Response

  Date: 07/22/2025

  We appreciate you bringing this matter to our attention. Were sorry to hear about your experience and understand how frustrating this situation has been.

  We see that youve been in communication with your local market team regarding your concerns, and we appreciate your patience as they continue working with you toward a resolution. Please know that your feedback has also been shared with our corporate team for review to ensure proper follow-up and accountability.

  Thank you again for bringing this to our attention. We remain committed to assisting in any way we can as your local team continues to address the issue.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23630365
  
  I am rejecting this response because:
  There was no response from the business, so there is nothing to accept. This case still remains open until I get a reimbursement for a repair. 

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

  

  Business Response

  Date: 07/29/2025

  Thank you for your continued patience as we escalated your concerns to our National Experience Manager for further review.

  Were confirming that a refund in the full amount of $243.75based on the plumbing receipt received from Ms. ************ be processed back to your original form of payment with ****************. Please allow up to ***************************************************************** your account.

  We appreciate the opportunity to resolve this matter and value your time and feedback.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:07/18/2025

  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 paid over $11,000 to 50 Floors for new flooring and had one of the worst experiences *** ever had with a company. During installation, the crew caused major damage to my ceilingdrywall literally fell while they were working, over 15 Large nail pops and crumbling drywall were left behind. This is absolutely not normal construction, despite their repeated excuse. Other contractors have confirmed the damage was caused by how the installation was done.I contacted 50 Floors immediately and spent weeks being strung along with promises of follow-up. In the end, they denied any responsibility, claiming its in the contract that they arent liable. This was never explained to me before installation, and it is not an acceptable excuse for damaging someones home.This company took over $11,000 from me and walked away from the damage they caused. A reputable company would take responsibility and make things right. 50 Floors did neither.I strongly warn others: do not trust this company. Once they have your money, youre on your own.I had my floors in about 3 months.

  

  Business Response

  Date: 07/22/2025

  We appreciate the opportunity to respond. We are truly sorry to hear that your experience did not meet expectations and understand your frustration regarding the concerns raised.

  After reviewing your concerns with our installation management team, we want to clarify that while nail pops and related drywall movement can occur during flooring installationparticularly in multi-story homes or homes with aging drywall or structural settlingthese occurrences are generally outside the scope of our responsibility. Vibrations from installation tools and foot traffic may impact other areas of the home, but we do note in our contract documentation that we are not liable for pre-existing conditions which can include cosmetic issues such as nail pops or ceiling cracks that can be affected by movement in the structure during the installation process.

  That said, we take pride in the service we provide and are committed to addressing concerns when they arise. A member of our management team has already reached out and left a voicemail in an effort to discuss a path forward.

  While we do not accept liability for the ceiling damage described, we would like to work with you toward a resolution. Please feel free to provide a written estimate from a licensed drywall contractor for the areas in question, and we will be happy to review it for consideration.

  We appreciate your patience and hope to work together toward a resolution that demonstrates our continued commitment to customer satisfaction.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:07/16/2025

  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 made a deal with 50 Floor's salesman for $35,500 worth of wood flooring and carpet in the middle of June. The only catch was it had to be installed by our move in date of our new house of July 11, and we were completing our purchase of the home on July 1, and they could start after that. After numerous lies, guarantees, and promises it would be done and he would be there to oversee the whole project, we received an install email for Monday July 7. Install day comes, my wife drives to the house at 8am to meet them, and no one shows up. We call, he's on vacation, no one has a clue whats going on, they lie and tell us they were stuck on another job, etc. I call back and find out the install was scheduled for Tuesday the 8th all along, which would make our move in date and completion of July 11 nearly impossible. After hearing they would be getting a bill for thousands from our movers, and covering our hotel bill for 6 people they promised they would have it done by Friday July 11 at noon when our movers arrived. They send their crew of 2 people, who do great work but can only do so much. We were getting over 4400 sq ft of flooring so there was no way they would finish. They kept telling me they promise it will get done by move in. That day comes, we have to delay our movers at my expense 4 hrs., and the installers are still there laying glue and wood so my movers had to work around them. They still don't finish Friday, come back Saturday and after a few hours say they ran out of wood and didn't order enough. They would come back next Wednesday and finish. They never showed up, never called, and no one after 3 phone calls will call me back with any updates whatsoever. We are now out $38,500 after an upcharge for extra sq footage and a finance charge, and have no idea when they will ever finish. 2 laundry rooms, a half bath, and an office we can't use all due to their ignorance. No phone calls or even more lies to make us feel like they are even trying.

  

  Business Response

  Date: 07/21/2025

  We sincerely apologize for the frustration and inconvenience this experience has caused. We understand how important it was for your flooring to be completed before your move-in date, and we regret that delays and communication issues disrupted your plans.

  At this time, we are actively working to resolve the matter. The additional material needed to complete your project is estimated to arrive on or before July 29. Once the material is received in your local market, a team member will reach out to coordinate the completion of the remaining installation areas.

  We truly appreciate your patience and understand how disappointing this situation has been. Our team is committed to completing your project as quickly and professionally as possible.

  Thank you again for bringing this to our attention.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23610437
  
  I am rejecting this response because:

  I have had ZERO contact from anyone at 50 Floor about what is going on.  No one returned my call to give us any type of an update whatsoever.  If the installer hadn't shown up to re-measure and tell us the additional flooring wasn't ordered yet we would have no idea what is going on.  Why should I have to reach out to the BBB just to get someone to respond to me?  My house is still unusable in 3 areas, I want this finished or I am going to call **************** and figure out a way to dispute my 12 month loan for the remainder of the loan due to products sold not being provided.  Simple communication is a must with customers.  This is getting ridiculous.

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

  

  Business Response

  Date: 07/21/2025

  Thank you for your follow-up. We apologize for the frustration this situation has caused. Our local market team has been in contact to discuss the estimated time of arrival for the remaining material needed to complete your project. We understand how important clear and timely communication is, and we regret any confusion or delays you've experienced. We remain committed to completing your installation and ensuring your satisfaction. If you have any additional concerns, please dont hesitate to reach out directly.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:07/15/2025

  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.

  My husband and I hired 50 flooring to lay flooring for 8 rooms, stairways case and hallway. The installation was done Nov. 15th 2024. The process took 2.5 days. For the most part we were satisfied with the install. A free days following I did reach out to the office and voiced our concerns. There were scratches on the planks in the master bedroom. Black marker on the white molding pencil marks were on some planks. One of the boards were not flush with the others in the family room. When I called the office, I spoke with a ******* ******* in customer service. She informed me a manager would be reaching out to us. He never did. Reached out to one of the installers. They came by and he took pictures. He even found some issues we missed. When I spoke to *******. again, she implied we had done the damage as far as the searches goes. I informed her that was not possible, since we didn't move any furniture in the house. She insisted that we scratched the floor. She said she would send the complaint to corporate and they would call us. Never received a call.After several months with no response, we called the office in ** and spoke with **** T. *****, who is the National customer experience manager. We explained to him. He suggested we spend hundreds of dollar to get flooring expects to examine our issues and decide if we were the cause. Why on earth would I spend money on something that we couldn't have cause. The installer who came and took the pictures had agreed with us. Mr. ***** never got back with us. I would appreciate your help in this matter. I think spending almost 20K on flooring, to be ignored is not acceptable. Sincerely,****** & ******* *****

  

  Business Response

  Date: 07/21/2025

  Thank you for bringing this to our attention. We understand your concerns and want to assure you that we take all feedback seriously. A member of our National Customer Experience team, ****, has reached out and left a voicemail in an effort to further discuss your concerns and your order. When possible, please return his call at ************ so we can address this matter directly with you. We appreciate the opportunity to speak with you and work toward a resolution.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:07/08/2025

  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.

  On June 12, they made a deal and signed a contract. since then, they have been lying to me, not honoring their contract, not responding to my texts or calls. The sales person was ***********, ops manager is ********. Both are making fun of me. I am seeking legal advice to sue them, and also planning to file a criminal complaint for fraud and deception.

  

  Business Response

  Date: 07/09/2025

  We appreciate the opportunity to address your concerns. We understand your frustration and regret any miscommunication or delays you experienced following your initial contract on June 12.

  Our local market team has been in contact with you, and were pleased that your laminate installation is scheduled for July 11 and your carpet installation for July 16. We remain committed to completing your project to your satisfaction and will continue to stay in communication throughout the remainder of the process.

  If theres anything else you need in the meantime, our team is here to help.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:07/05/2025

  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.

  Paid for carpet installation that never came. The company wont answer me about rescheduling or refunding ne

  

  Business Response

  Date: 07/07/2025

  Thank you for bringing this to our attention. We sincerely apologize for the delay in communication and in scheduling your carpet installation.

  Our records show that your carpet is currently estimated to arrive at our warehouse by Thursday, July 10th. As soon as it arrives and we verify the product, our team will promptly reach out to schedule your installation at a time that works best for you.

  Additionally, a representative from our National Experience Team at our corporate office attempted to contact you by phone on July 7th, but the call went directly to voicemail. We also sent a follow-up email to ensure you received the update regarding your order status.

  We appreciate your patience and understanding, and we are committed to completing your project as quickly as possible.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:07/05/2025

  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 contracted with Ms. ***** ******, sale representative of 50 Floor. I was shown the material and was allowed to choose from a booklet of different colors and material. According to Ms. ****** the material I selected was indestructible and was better than real wood. I was allowed to scratch the material that was provided to me and a material was very durable however, upon installment of my material, We noticed the material was not as indestructible as explained to me. Prior to the end of our warranty we complained that there were several scratches on the floor. Someone came out from 50 floors and repaired the scratches with a marker and we were told that this was our fault because we were using cleaning products on our floor. However unusual, we complied over the past few months we have noticed there were several new scratches on the floor from either dropping a cup or utensils on the floor. We really believe that we were not sold the material the same material that was demonstrated by Ms. ***** ******. We are requesting that our floors be repaired. It is ridiculous that we have sent thousands of dollars to be repairing our floors. As you can see in the photos attached we cannot match the color.

  

  Business Response

  Date: 07/09/2025

  Thank you for bringing this to our attention. Were sorry to hear youve continued to experience concerns with the flooring after installation and appreciate the opportunity to assist.

  We understand that a member of our management team from your local market has been in communication with you and has offered to complete a repair to address the damages you reported. At this time, we are awaiting a return call so we can proceed with the next steps.

  We encourage you to stay in contact with your local market team so they can complete the necessary repair and ensure your concerns are fully addressed.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:06/30/2025

  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.

  The fact that I even have to sit down to rehash what has happened in the hopes that some resolution will be given is ************* home was damaged during the hurricane and I needed to replace my carpets. I had a wonderful experience with the 50 Floor Sales Team member ****.When the 50 Floor team arrived for the first time, they didn't have the right tools and asked my tenant to borrow tools and to help them with the job. Totally unacceptable.They were here until 10pm at night trying to make the wrong tools work, our tenant called us to report what was going on. We called 50 Floor and said we were not comfortable with what they had asked our tenant nor them being there until 10PM which is against local labor laws.They left the stairs barely functioning to the point where our tenant had to spend another 2 hours fixing their shoddy work to be able to access the upstairs, where the bedrooms are.We contacted the company multiple times, trying to reschedule the work, and to have them adjust our billing.They came again a few months later and told us they would repair all the uneven flooring, the snagging, the padding that was not put under the carpets and the the construction damage to our stairs.They cut open our carpet and then left again, without resolving the job because they again - didn't have the right tools.We now have a huge tear in our carpeting as well as all of the existing problems they did not fix. Each time they "come" they say they don't have the right tools - and go back and forth to their vehicle "talking to their boss"We just wanted the work fixed, and to receive a billing adjustment for all the trouble and damage they have caused.We are asking for half off the bill - and for them to come back and fix the issue that's going on 9 months This job was not completed.

  

  Business Response

  Date: 07/03/2025

  Thank you for bringing this matter to our attention. While we regret that the customer is dissatisfied with their experience, our records show that we have made multiple attempts to resolve the issue, including several outreach efforts to schedule a service visit and provide a path forward.

  As previously communicated, we remain happy to schedule an on-site assessment with our installation manager to evaluate the concerns and complete the necessary work in accordance with the customers installation warranty and the terms of their contract.

  Given our documented efforts (please see attached email) to resolve the matter and our continued willingness to address the installation concerns, we must respectfully decline the request for compensation. Our priority remains completing the project to industry standards and to the customers satisfaction.

  Respectfully,
  50Floor
  ************

• Initial Complaint

  Date:06/30/2025

  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.

  My flooring was installed 3 years ago and is now peeling up in thin strips on the sides of the vinyl planks. I put this problem on the 50 floors website in the chat box on May 30 and was called back by Mr ****** ****** who asked me to email pictures. I did that and did not hear back, so I emailed him again asking if he got them..nothing. I emailed again a few days later asking when he thinks he will get back to me..nothing. I waited a few days and sent the pictures again..nothing. I then called and was assured he would be calling me by the next day..nothing. I called 2 more times each time.. nothing. I went back to the website and used the chatbox again and was told he would be escalating it. So far nothing four days later

  

  Business Response

  Date: 07/01/2025

  Thank you for bringing this to our attention. We sincerely apologize for the delay in communication and the frustration it has caused.

  We want to assure you that we are committed to addressing your concerns. An in-home assessment has been scheduled for July 2, 2025, so that we can evaluate the issues with your flooring and determine the best path forward.

  We appreciate your patience and the opportunity to make this right.

  Respectfullym

  50Floor

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

• Initial Complaint

  Date:06/27/2025

  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 paid approximately $15,000 to 50Floor for flooring installation, sold with promises of a lifetime warranty on materials and labor, and claims that 50Floor owns the flooring manufacturer. Including damages caused by the installation team, my total project cost approached $20,000.The original contractor brought in workers from his personal company to rush a 5-day job into 3 days so they could move to a higher-paying project. These workers told me 50Floor exploits customers and installers, with most of my payment going to sales commissions rather than quality workmanship.During installation, regional leadership inspected, but afterward, the installers threatened me not to contact corporate, providing personal contact information to discourage escalation.The flooring was installed over leftover ceramic tile chunks with spilled leveling compound that stained my back patio repairs I paid for myself. My home also suffered damages to sheetrock, baseboards, and the patio, adding thousands in additional costs.Within warranty, I reported major issues: planks lifting, cracking, and separating due to poor prep and installation. A best technician inspected and said the entire floor needed replacement.Due to multiple serious back procedures and the physical and financial burden of moving my belongings twice, I delayed repairs as advised. When I reached out only four months after warranty expiration requesting repairs on two small accessible areas, I was told to pay hundreds for materials and labor despite the lifetime warranty.50Floors refusal to honor their warranty and their dismissive, unprofessional behavior has caused significant hardship. I seek a fair resolutionrepair of the impacted areas without unreasonable costs or appropriate compensation.I have extensive documentation including emails, photos, and videos.

  

  Business Response

  Date: 07/01/2025

  Thank you for sharing your concerns. We see that you have been in communication with a member of our National Experience Team, and they are actively working with you toward a resolution. We appreciate your patience as we continue to address the details of your case.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 07/01/2025

  I was contacted by the business today to let me know that they are escalating this with their senior leadership. Currently no resolution has been officially offered, and I want to ensure that this case is not closed even within seven days as I am responding to Better Business Bureau and cooperating with the local branch of the business as well as their corporate escalation group

  

  Business Response

  Date: 07/07/2025

  Thank you for your message and for your continued cooperation throughout this process. We understand that Mr. ****** has requested further revisions to the agreement, and we want to ensure these updates are reviewed thoroughly by the appropriate members of our corporate leadership team.

  In order to allow time for this internal review and to ensure we can provide a thoughtful and accurate response, we respectfully request an additional seven business days before this case is considered for closure.

  We appreciate your patience and remain committed to working toward a resolution.

  Respectfully,

  50Floor

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

  
  

  Customer Answer

  Date: 07/07/2025

  Agreed to seven day extension until hearing further communication from 50 Floor

  

  Business Response

  Date: 07/14/2025

  Thank you for allowing us the additional time to address this matter. As of July 14, 2025, a repair was completed as a customer courtesy at no additional cost to the homeowner. While the reported concerns occurred outside the labor warranty period, we remained committed to working toward a fair resolution.

  We appreciate the customers patience throughout the process and are pleased that we were able to complete the necessary repairs to their satisfaction.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 07/14/2025

   
  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,
  
  ****** *******