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:06/20/2025

  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 May 24th I signed a contract with 50Floor to redo the flooring in my entire house. They had a 50% off sale for memorial day, and said it would be $23000 vice $37000 normally. I thought this was a good deal and signed a contract because the salesman was in my house. I did already have other estimates scheduled from reputable companies, and I still had them give us an estimate.On May 27th, I cancelled because the other companies gave me a quote of $18000-$20000 for the whole house, and because I only wanted to redo the upstairs instead of the whole home. I did not plan on working with 50Floors anymore because they were too expensive for the same service. I have a cancellation of that contract in my emails.On Saturday May 31st, the same salesman asked if he could come by and give me a quote for just the upstairs. I said sure, he quoted $13000, and I told him another company quoted us $9400. He called his manager, brought the price down to $9900. I told him we were probably still going to work with the other company, Flooring Factory, but that we wanted to go to their warehouse and look at the sample they picked out because that salesman did not have it when he came to our house. I let 50Floor know that if we saw the material and didnt like it that we would come back to 50Floor to sign. He informed us it was the last day of their 50% sale, told us we could sign a contract and lock the price and still cancel within the 3 business days if we did like their material, and we agreed.He showed me his screen of his ipad and said same thing as last time. Since I had already previously signed a contract with them, I did not read through the new one. He had me sign an addendum, and when we saw the other companys material, we wanted to work with them instead. I texted him and told him we were going to go with the other company, and he said that it was an addendum and therefore subject to the original (cancelled) contracts date, and that we could no longer cancel.

  

  Business Response

  Date: 06/23/2025

  Mr. ***** your request has been reviewed, to part ways amicably 50Floor have approved no fees and full cancellation. Please reach out if any questions/concerns moving forward and have a great day!

• Initial Complaint

  Date:06/17/2025

  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 chatted with a service *** on 6/6/2025 on the 50floor online site, informed of a cracked splintering floor transition strip between my living room and kitchen flooring that 50 Floor had installed he informed me he made a ticket and allow ***** hrs to be contacted by customer service but I was not contacted even after waiting 36+hrs. Chatted again on 6/9/2025 this time with ***** who made another ticket and connected me to a ************ Manager **** ***** in ** who did apologize for customer service not contacting me and assured me customer ser *** ******** ****** in the *********, Tn area would contact me. ******** did contact me 6/10/2025 I forwarded pics of the cracked splintering flooring strip, and she offered to ***air the broken flooring strip if I paid ****** for new stripping and labor. I informed her I do not feel responsible for 50 Floor's faulty product and had already paid thousands for home flooring and apparently, I misunderstood their warranties and top-notch customer service they are so proud of. She emailed me 6/11/2025 that she forwarded my concerns to Corp Ser Mgr **** ***** in ** and waiting on his ***ly. As of today 6/17/2025 I have received no ***ly or contact from ******** or Mgr *****. This is not the customer service level ********************** advertises and fully unacceptable. I paid for home flooring and the faulty transition flooring strip is not my responsibility to have to pay for again to ***lace! I want the flooring strip ***laced and a conversation with "Corp Mgr **** *****" or "CEO ***** ******" as to why they advertise top-notch customer service yet provide fully unacceptable and untimely customer service assistance instead forcing customers to make excessive contact, request and force them to have to seek further action to obtain contact, communication and be provided their promise of top-notch customer service.

  

  Business Response

  Date: 06/17/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the delays you experienced in receiving follow-up after your initial contact and for any frustration this may have caused. At 50 Floor, we truly value our customers and strive to provide timely and professional service at every step.

  We have reviewed your account, and records show that your flooring installation was completed on September 16, 2022. Per the terms of our installation warranty, coverage is valid for one year from the completion date, which means the warranty expired on September 16, 2023.

  While the installation warranty has expired, we do want to help. As a courtesy, 50 Floor is offering to cover the cost of the material needed for the transition strip replacement. We are simply asking that the customer cover the labor cost of $190.00, which reflects a reduced rate from what is typically charged for this type of service.

  We hope this demonstrates our commitment to customer satisfaction, even outside the standard warranty period. If you wish to proceed with this resolution or discuss further, please contact us directly, and we will be happy to assist.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23478529
  
  I am rejecting this response because:
  I feel the labor costs is excessive just to pull up and replace a new wood strip that will probably take all of ***** min to repair. I am thankful that 50 floors finally responded sadly after days of my time stress and being forced to reach out to the BBB. 
  Sincerely,
  
  ***** Martin 

  

  Business Response

  Date: 06/17/2025

  Thank you for your response. We truly regret any frustration or inconvenience this situation has caused and appreciate your patience throughout the process.

  While we understand your concerns regarding the labor charge, the $190 quoted reflects the standard service rate for coordinating, scheduling, and completing a repair through our licensed and insured installation teams. This rate helps ensure the work is completed safely, professionally, and in compliance with our quality standards.

  As noted previously, although your installation warranty expired on 9/16/2023, were happy to provide the replacement material at no cost as a courtesy. Should you choose to move forward, well be glad to schedule the repair at your convenience.

  Please feel free to reach out if you have any further questions.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23478529
  
  I am rejecting this response because:
  I truly do appreciate 50 floor finally reaching out to communicate unfortunately only after filling the BBB complaint. I do not feel their response offer for me to pay them an additional 190 dollars for their faulty material or installation is far beyond the top notch customer service they claim to provide. My hope is future potential customers read clothes company complaints before falling for the false customer service *********************** falsely advertises. Beware - Once they have your signature on the contract and paid they loose concern for providing or maintaining customers 
  Sincerely,
  
  ***** Martin 

• Initial Complaint

  Date:06/12/2025

  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 spent $12,700 for new floors. While the salesman was at our house to quote the job, we brought up how our subfloor would need replaced in certain spots. He told us that it would be replaced anywhere that was needed, assuring that one specific spot would definitely be replaced. It was not replaced and is now we have uneven flooring that we cannot stop on or put furniture on. They took paint off of walls 3+ feet up the wall and damaged furniture during installation. Drank our personal beverages. Put nails through our welcome mat. Left cigarettes in the flower beds. Left nails and a ***** razor blade in the driveway/grass. Self leveling compound on every piece of brand new trim we had just purchased for nearly $400. I was told that because flooring is construction they will do nothing about damages. They had someone come out once to see how uneven the flooring is in the one bedroom that they said theyd replace sub flooring in. It has yet to be fixed. Its been over a month since the floors were installed. They even cut a piece of subfloor and left a hole in the floor. Pictures can be emailed as its not allowing me to attach them here.

  

  Business Response

  Date: 06/16/2025

  We understand the seriousness of your concerns and want to assure you that we stand behind the quality of our installation and are committed to resolving these issues. We see that youve been in contact with your local market, and a repair visit is scheduled for June 19 to address the uneven flooring and subfloor concerns.
  Thank you for your patience as we work to make this right.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:06/12/2025

  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 am writing to formally express my dissatisfaction with the recent flooring project completed at my home. There are a few issues that I feel must be addressed.Firstly, the color of the flooring that was installed does not match the sample or the color I approved. This discrepancy has significantly impacted the overall aesthetic of my home and does not reflect what was agreed upon.Secondly, the installation process has been far more disruptive than anticipated. I have had to take multiple days off work to accommodate delays and inconsistent scheduling on your teams part. This has not only been inconvenient but has also caused me undue stress and financial loss.I expected a more professional experience and timely service, and I hope you understand the frustration this has caused. I am requesting a prompt resolution to the color issue, as well as consideration for the time Ive lost due to the delays.Please contact me at your earliest convenience to discuss how we can move forward and resolve this matter appropriately.

  

  Business Response

  Date: 06/12/2025

  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and strive to ensure a positive experience from start to finish.

  Regarding the flooring color, we have reviewed your signed documentation, including the Verified Delivery Acknowledgment (VDA), which confirms that the material delivered and installed was approved by you prior to the start of the installation. This document clearly outlines the product and color selected and was acknowledged before any work began along with the *** signed confirming the installation was completed in good standings.

  In terms of scheduling, we sincerely apologize for any inconvenience caused by changes in the installation timeline. We understand that this caused disruption and appreciate your patience throughout the process. As a gesture of goodwill,and to help offset the inconvenience, our team installed flooring in your bathroom at no additional chargeeven though this area was not included in your original contract.

  We also see that you spoke with a member of our national experience management team, where you requested a $500 discount due to taking multiple days off work.While we certainly understand the inconvenience caused, we believe the complimentary bathroom installation was a fair resolution under the circumstances. Therefore, we must respectfully decline any further compensation related to this matter.

  At this time, our team considers the material and installation to be consistent with the approved documentation and scope of work. We remain committed to providing quality service and support, and were happy to discuss any remaining concerns you may have.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23458617
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 06/18/2025

  Thank you again for your feedback. Weve thoroughly reviewed this matter, including all signed documentation and communications, and we stand behind the resolution previously provided. The material and installation align with the approved contract, and the complimentary bathroom installation was offered as a gesture of goodwill.

  At this time, no further compensation will be provided. Should you have any additional concerns, we remain available to discuss them directly.

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

• Initial Complaint

  Date:06/04/2025

  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 am elderly and disabled and the sales consultant from 50 Floor, *** ****** came out and I agreed to go from 7mm to 12mm, more expensive vinyl(wood) flooring. The bathroom door will not open and close without scrapping the new floor, and he should have mentioned this during the walk through. There are gaps where base boards do not meet correctly and these gaps need to be filled. The ** in *****, *** ****, is very unprofessional. He knew of the complaint as the installers reached out immediately after the installation, that the door scrapes on the new floor. He takes forever to return a call and he left a voicemail saying he doesnt know the reason for my call. My daughter called and left several messages for him to call back and discuss these issues, but he does not try and reach us. We shouldnt be the ones calling continuously, he should call until he reaches me or my daughter. I dont hear well. The job has been so stressful, and I would never recommend this company to anyone. The first day on the installation the installers left at dark, and the cleanup that we had to do to even walk around in the house and especially the bathroom was very unacceptable. The fact that Management will not try to help or resolve these issues says unprofessionalism.

  

  Business Response

  Date: 06/06/2025

  We appreciate the opportunity to address Ms. ***** concerns. While 50 Floor does not modify or shave doors as stated in the signed agreement, we understand the inconvenience this situation may have caused. As a customer courtesy, we are offering a $125 refund to help offset the cost of hiring a third-party contractor to complete this adjustment.

  In regard to the concern about baseboards, a member of our national experience team, *****, reached out and left a voicemail on June 6th to discuss the issue further. If there are specific concerns related to the installation that are in fact errors-we will gladly assess and correct them in accordance with the warranty and contract terms.

  We remain committed to supporting our customers and can be reached directly at ************ to assist further.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:06/01/2025

  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 purchased laminate flooring for the majority of our home including the stairway on March 12, 2025. The sales representative gave us an install date of March 22. They couldnt until 4/24. The job couldnt be finished because they were short 5 stair noses. ***** called to set up 5/6 to finish. Installer was still 2 short.We arranged for 5/24 for Devonte to come out at 9. He did not show until 11 and spent hours trying to figure out how to do our bottom 2 steps, which are exposed, not boxed by wall. He cobbled trim out of particle board shelving instead of stair riser board. He used 18 brads in one stair and the miter cuts didnt fit. He didnt install quarter round. He couldnt get finished Saturday, so had to be there Sunday. He corrected none of my concerns. I asked ***** to have the first ********* come to fix the job. ***** said he would come with ******* between 9-11 on 5/31 to ensure that everything was corrected. At 11:40 on 5/31 they were no show/no call. ******* called at 11:45 to say he overslept. I called ***** to tell him to get the first ********* and find out why ***** wasnt there. He said he wasnt coming because he was out of town. He lied when he said he would come with *******. ******* showed up and I explained to him that the trim on the stairs riser had to be wood to look right. He got spackling compound to convert the patchwork particle board shelving hed used. My wife objected and asked it be replaced with ****. ******* got ***** on the phone, who told me that the particle board was what they used and that they dont use wood with stair risers. I bought wood stair nose boards, showed ******* how I wanted them with a demonstration, and he still cut them wrong. When this was pointed out he was rude. At that point I said just finish and go. The finished, but used the wrong size quarter round and built the step out so far the front door cant swing past it. I would like a partial refund and rebuild with an ********* of my choosing.

  

  Business Response

  Date: 06/04/2025

  We appreciate the opportunity to respond to this concern and sincerely regret the frustration caused by the delays and challenges during this installation.

  The timeline of the project was extended due to material availability issues, specifically the stair nose pieces, which took longer to ship than originally anticipated. We understand the inconvenience this caused and apologized accordingly. Our team worked diligently to secure the correct materials and reschedule installation visits as soon as possible.

  Regarding the concerns about the material used on the stair risers, the product installed was actually a higher-grade material than what we typically provide for risers. The customer initially approved this material prior to installation. When the customer later expressed a preference for hardwood risers, which is outside our standard scope of work, we offered to install the hardwood at no additional labor charge provided the customer supplied the material. This replacement was completed as agreed.

  While we understand the customers dissatisfaction with the extended timeline and custom material request, the compromises offered were fair and consistent with the terms of the original contract and company policy. We believe the scope of work has been fulfilled, and all product and labor warranties remain intact.

  For further reference, please see the updated photos from the most recent repair, which demonstrate the quality and completion of the work.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23403583
  
  I am rejecting this response because:

  The material used for the stair risers was not agreed to. The installer did not use stair risers at all, but instead used the particle board shelving in the attached picture I included in the original complaint Its Everbilt 8x36 inch wall shelving commonly sold at **********. Its not even an MDF stair riser, which can at least be trimmed to an acceptable finish. Ive looked through the contract and invoice and  nowhere is this material listed nor did I agree to this material being used. Also, *******, the salesperson assured me that all trim was solid wood when I asked specifically. There is nothing on the contract or invoice that has shelving material listed. 
  Furthermore, the stair noses were misordered  twice, requiring additional days from work. The workmanship on the  as it stands is not satisfactory. The installer used the wrong sized quarter round, and stair noses still have raised nails. 
  
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 06/06/2025

  The material installed on the risers was approved by the customer prior to installation, as confirmed by the signed ************* Agreement (VDA). When the customer later requested a different material outside our standard scope, we agreed to install the hardwood of his choice at no additional labor cost.

  We also addressed cosmetic items, including nail holes and a piece of quarter round, and offered a $100 gift card to acknowledge a delay in arrival.

  At this time, we consider the project completed per contract. However, if any installation errors existbeyond preferences or cosmetic opinionswe are happy to review and address them under the terms of the customers warranty.

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

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

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23403583
  
  I am rejecting this response because:

  The original VDA was signed based on the materials brought by the original *********. He brought the laminate flooring, transition strips, stair noses, and 3/4 inch, primed pine quarter round. All of which was satisfactory and what was discussed prior to installation. There was no 8 in. X 36 in. ******** shelving material in that delivery. I would not have signed off on the use of that for a professionally installed job. Its not a stair riser, and is not designed to be a stair riser. That material is not on the invoice and was not in the original delivery. It was brought by the second  ********* and used without my knowledge or approval. He also brought his own quarter round which is only 1/2 inch and does not match the rest of the job. As it stands, I will have to have it replaced.  Had the installation manager actually come out to my house with the second contractor as he said he would do, he would have seen the unprofessional level of finish the ********* left us with. But as he admitted to me on the phone, he had said he would come out with no intention of doing so, which was deceptive and unprofessional. 
  I initially refused to sign anything at the end of this job because I was dissatisfied. *****, the installation manager claimed I had to before we could discuss a partial refund. Again, deceptive. 
  i did mark that I was dissatisfied and the work was not complete. 
  The shame of this job is that the forest ********* did a beautiful job with lovely finish work. He installed the transition strips and several rooms of quarter round and I challenge anyone to spot a single nailhead or ****. He was courteous and asked our opinion on the work. He was quick and kept us updated on his progress. Ive no doubt our stairs would have been done properly had he remained on the job. The second ********* just want equal to the task of doing our stairs. He brought interior material that we never agreed to or signed off on. He left the job in a state of finish that is no where near that of the original *********s work. And when I asked for the work to be completed and fixed by that original *********, the installation manager refused. This is the first time Ive ever filed a complaint, or even written a negative review for a service, but our experience with the seconds ********* and the installation manager after the second ********* was brought in is the worse Ive experienced. The ********* left an unprofessional level of work, was rude, and clearly not concerned with the finish. The installation manager lied to me about coming out him to ensure the work was finished correctly, and doubled down on his assertion that somehow inexpensive pressboard and foil shelving by ******** was a superior product to actual pine or even MDF stair risers. That was deceptive and just patently false. 
  i paid for laminate  laminate is on my invoice. Laminate was what we signed off on. If another material had to be used, I should have been told so I could sign off on that or ask for an alternative. Again, deceptive. 

  I request a partial refund due to the use of material I didnt contract for or authorize and for the cost of the 3/4 inch quarter round. The one hundred dollar gift card is not acceptable  

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

  

  Business Response

  Date: 06/11/2025

  We appreciate the opportunity to clarify the concerns expressed by the customer and would like to provide some additional context regarding the installation process and materials used.

  Per our standard installation practices, we typically use a primed white, thin luan-style board for stair risers. In this case, the customer requested a wood material instead. While this request was outside our normal material scope, our team worked to accommodate it in good faith by sourcing an alternative product at no additional cost.

  Prior to installation, the material was reviewed on-site with the customer and approved for use. Based on that approval, our installer proceeded. When the customer later expressed dissatisfaction with the material used, our installation manager offered a courtesy solution: if the customer wished to purchase a specific material of their choosing, we would remove and replace the risers with that product. This offer was made in good faith, despite the fact that the originally installed material had already been reviewed and accepted during the process.

  Regarding concerns about Broc, our installation manager, we extend our sincerest apologies that he was unable to be present on-site. However, he was in direct communication with both the customer and the installer throughout the project, receiving live updates to ensure the work was progressing according to plan.

  All minor remaining issues, including caulking nail holes and installing a section of quarter round, were addressed during the final walk-through. If there is still a concern regarding the quarter round that falls within the scope of installation error, we would be happy to review and address it accordingly.

  As a gesture of goodwill for the earlier scheduling delay caused by material availability, we initially extended a $100 gift card to the customer. While that offer was not accepted, we understand the inconvenience this situation may have caused and are willing to increase the gesture to a $200 gift card in appreciation of their patience and to help bring closure to this matter.

  While we regret the customers continued dissatisfaction, we believe the issue ultimately stems from a difference in expectations related to a non-standard material requestnot from a failure to meet the agreed-upon scope of work.

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

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23403583
  
  I am rejecting this response because:
  I did not approve the material used. The shelving Devante used was not in the original materials brought by the first ********** You can see in my picture of the product that its 8x36 inch shelving material. Not the Mdf that ***** seemed to be speaking of. Certainly it is not a superior product and not one that can be cut to fit the exposed side riders with a professional finish. Mdf riders are denser and can be cut with a clean edge. I demanded wood for those two stairs because ***** seemed to be under the impression that the terrible finish shown in the picture was acceptable. Ive since asked a couple of other installers, and they figured the installer bought those to save money on the more expensive MDF risers. 
  also, I did not sign off that I was satisfied with the work as finished. I specifically marked no on the form. 
  ***** made it sound like it had to be closed out to get satisfaction, and I was very reluctant to do that. So the call was recorded.

  As to expectations, shelving material was never mentioned or shown to me or my wife. It doesnt appear on my invoice or contract.  Even now Im not sure the foil finish on them will be paintable later on. It seems to me you are doubling down on the use of a poor product and an installer who wasnt up to the job of my staircase.
  I paid for a professional job and I expected professionalism and the use of materials discussed with us. Its a misrepresentation of your service  

  I seek a partial refund.

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

• Initial Complaint

  Date:05/29/2025

  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.

  I am writing to formally express my dissatisfaction regarding my recent experience with your company.On May 19, I signed a contract with 50 Floor and paid $1,688half of the total costfor flooring installation. The installation was scheduled for May 29. However, your team failed to show up for the scheduled appointment, and I was not contacted or given notice within ******************************* cancellation.Following this, I called your customer service requesting either a full refund due to the lack of professionalism and communication or rescheduling within the same week. Instead, I was informed that if I chose to cancel, $675 would be withheld from my refund. I asked to speak to someone in a higher position to discuss this further. Instead of granting that request, the order was canceled without my approval, and I was told I would only be refunded $1,****** make matters worse, *** *****, who was handling my case, has failed to return my calls or provide any explanation regarding the decision to cancel my order or withhold part of my payment.I find this unacceptable. I never agreed to the cancellation, and I certainly did not consent to forfeiting $675 for a service that was never rendered. I am requesting a full refund of the $1,688 I paid in advance and an explanation as to why this situation was handled so poorly.This experience has been deeply frustrating and disappointing. I would like this matter resolved promptly and professionally.

  

  Business Response

  Date: 05/30/2025

  Thank you for sharing your concerns.

  We understand your frustration regarding the missed appointment and communication breakdown. Weve confirmed that youve been in contact with Mr. ****** and we apologize for any confusion during that process.

  At this time, your installation has been tentatively scheduled for June 6, pending the arrival of materials. We appreciate your patience and are committed to seeing your project through to completion.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 05/30/2025

   
  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,
  
  ***** *****

• Initial Complaint

  Date:05/29/2025

  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 had a consultation to replace the carpet on my top stairs with hardwood flooring. The man suggested a different color than the one I requested and said it would look better. He also said that I need 2 inches of the hardwood floor. The color was wrong and the thickness was wrong and they said because Ive signed the contract theres nothing they can do so Im stuck paying $2,000 for wood that looks horrible. All I asked is if they would replace it and they said no. So I have to pay someone to replace the wood.

  

  Business Response

  Date: 06/02/2025

  Thank you for the opportunity to respond.

  Ms. ****** signed a contract for a hardwood flooring installation on her staircase following an in-home consultation with one of our design consultants. Our records show that she signed both the *************** Agreement (VDA) and Certificate of Completion (COC), which indicate her approval of the product and stain color prior to installation.

  As outlined in our *************** Agreement, it states:

  "By signing below, the customer acknowledges that stain colors and all final selections have been approved prior to installation."

  This agreement is in place to ensure transparency and mutual understanding regarding all material and design choices.

  Additionally, the Certificate of Completion signed at the end of the installation confirms that the work was completed and accepted at the time of service.

  While the product and color installed were those approved during the consultation and documented in the signed agreement, we still want our customers to feel good about their investment. Although we are unable to offer a full replacement at no cost, as the material was installed per the approved contract, we are willing to work with Ms. ****** on a potential resolution.

  As a gesture of goodwill, we can offer a significant discount toward a new stain if she wishes to proceed with a replacement through our services. This offer would help offset the cost and she would need to provide her preferred stain color for any replacement materials.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 06/02/2025

  The wood on my steps are a solid piece of wood and the wood that was put down is about 3-4 piece's on one step. I took the consultants word that it would match after I chose the right color but I didnt know the actual width. The consultant is the one who got it wrong, thats the point. I got a quote after I made a complaint and two people called and told me there was nothing that they could do because I signed the contract. I was very busy getting the house prepared for my new furniture so I dont look at it until that evening. I would like a solid piece of thick wood on the 10 steps like the rest of the staircase and not the thin pieces that was put down. What is the significant discount and I am requesting another consultant to come out. ****** told me that they would have to send out the same one who got it wrong the first time.

  

  Business Response

  Date: 06/03/2025

  We appreciate Ms. ******* additional comments and the chance to clarify. While we understand her disappointment with the final appearance of the staircase installation, the material installed is exactly what was approved in the signed *************** Agreement (VDA) prior to installation and confirmed again in the Certificate of Completion at the time of service.

  Per the signed contract, the material selected and installed was a 2 Dundee Strip hardwood, which was clearly specified and approved before work began. We respectfully note that the product description Ms. ****** is now referring to does not match the material that was chosen and documented during the consultation. The Dundee Strip is composed of narrower planks by design and is not a single-piece tread. We do not offer solid one-piece treads unless specifically quoted as a custom stair option, which was not selected during her appointment.

  We understand Ms. ****** may have taken the consultants guidance on color and design, but all final choices were reviewed and approved by her signature on the **** The Certificate of Completion was also signed, confirming satisfaction with the completed work at that time. We have uploaded the signed ***, ***, and Contract within the dispute. 

  That said, we do want Ms. ****** to feel good about her investment. While a full replacement cannot be offered at no cost due to the contract terms being fulfilled, we are willing to extend a 30% discount toward a new set of stair materials in a different stain and style, should she wish to proceed with a replacement through 50 Floor.

  We are also happy to schedule a new in-home consultation. Although our standard process is to send the original consultant for consistency and accountability, we will honor her request to send a different team member.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 06/03/2025

  I would like a new consultation, military discount of $500.99 along with 40% off. 
  

  I received another quote for $1,350.00. This is in addition to the $2,000.00 ******* loan that Im already paying.

  

  Business Response

  Date: 06/10/2025

  Thank you for the opportunity to respond further regarding the concerns raised by Ms. **************** want to confirm that our corporate team is currently in communication with Ms. ****** and working toward an amicable resolution. As part of this process, we are discussing a discounted quote to help address her concerns and move forward on terms that are fair to both parties.

  We remain committed to providing quality service and support as we work through this matter. Please know that any proposed resolution will be reviewed for approval by our management team to ensure it meets company standards and provides appropriate value.

  We appreciate the opportunity to work with Ms. ****** toward a satisfactory outcome and thank you for your assistance.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 06/10/2025

   
  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,
  
  ***** ******

• Initial Complaint

  Date:05/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my flooring based off of the small sample that the salesman brought to my house. When it arrived I was disappointed. I had it installed anyway because it was during the pandemic and I had been displaced for months. Overall the floor was ok. It looked pretty but it sounded like plastic (luxury vinyl tile) when being mopped) and felt strange on my feet. The flooring began to have issues. In my kitchen in multiple areas and in the foyer; the flooring literally was cracking. When I contacted 50 floor about fixing the broken "tiles" they said that they would. The company had a representative come out and view them. Once they did, they realized that the flooring had been installed incorrectly, ie no vapor barrier underneath. ******* one of the new managers came out to my home with new samples and told me this. I didn't like the new options and decided to stick with what was originally installed. When they took the old flooring up on Friday, April 25, 2025 there was an odor. Different installers were sent back the next day. He checked the flooring and said that I had moisture in the flooring. The representative that I spoke with *****, stated that someone would be coming to check the flooring in a few days. I messaged ***** on Friday, May 9th about when the flooring was going to be installed. She has yet to respond via phone call or text. ******** did reach out about remediation on Monday, May 12, 2025. I informed her that ***** did not state that this was a requirement, but I did have a remediation company come out and inspect. They said that I do not need any remediation services. I have relayed this information to both ******** and ***** via text and voicemail and still have not received a phone call or text with an install for my flooring as of today, May 28, 2025. I would like for them to complete the install or provide me with a partial refund.

  

  Business Response

  Date: 05/30/2025

  Thank you for bringing this to our attention.

  We understand your concerns and appreciate the detailed timeline you provided. Our records show you've been in contact with your local market team, and they are currently working to coordinate the replacement installation.

  We appreciate your patience and look forward to getting this resolved soon. If you need anything further, feel free to reach out.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:05/27/2025

  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 called to try to obtain a price match or close to one as possible one day after I had signed a contract. If they could not do it I wanted a refund of my deposit and to cancel order. I called several times to get this done. I was told the person who handles this is always busy and will get back to me but never did.

  

  Business Response

  Date: 05/28/2025

  Thank you for bringing this to our attention. We understand how important it is to have clarity around pricing and communication. As of May 27, our records show that Ms. ******* spoke with her local market team and agreed to a revised price as outlined in the signed addendum. Based on this agreement, the project is moving forward as scheduled.
  If there is anything additional that still needs to be addressed, please dont hesitate to let us knowwere here to help.

  Respectfully,

  50Floor

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