Complaints

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

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  50 Floor

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

  
• 

  50 Floor

  3541 Queen Palm Dr Tampa, FL 33619-1351

  
• 

  50 Floor, Inc.

  9580 Delegates Dr Orlando, FL 32837-8374

  
• 

  50 Floor

  818 Bluecrab Rd Newport News, VA 23606-4219

  
• 

  50 Floor Charleston Metro

  3250 Goodiron Way North Charleston, SC 29418-3487

  

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:05/21/2025

  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 March 15, 2025, I signed a contract with 50 Floor representative Mr. ****** for $9750.00 with 3-year 0% financing, with the understanding that my monthly payments would not exceed $250. However, on April 4, 2025, during installation, damage was discovered, leading to a price increase to $10375. I received an electronic notification to accept the new price, but upon receiving bank information, I discovered my monthly payments were $347. The bank informed me that the contract submitted by 50 Floor had 1-year 0% financing, a change from our original agreement. My dispute with the **** was denied because I had signed the contract with the 1-year financing term, indicating that 50 Floor altered the contract terms without my knowledge. I have attempted to contact Mr. ****** and ****** regarding this issue, but I have not received any responses to my phone calls regarding this urgent matter. The issue needs to be resolved immediately, as I am now obligated to begin loan payments based on a 1 yr 0% financing instead of original 3-year, 0% financing agreement. I believe the company's actions are unlawful and constitute customer deception.

  

  Business Response

  Date: 05/27/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the confusion and frustration you have experienced regarding the financing terms. We understand how important clear and consistent communication is, especially when it involves financial agreements.

  Please know that we take your concerns very seriously. It appears there was a clerical error during the contract processing, and we are actively reviewing your account to ensure that the correct financing terms, as originally agreed upon, are applied.

  We appreciate your patience as we work to resolve this issue promptly. Thank you again for your understanding and for allowing us the opportunity to make this right.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:05/17/2025

  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.

  50 Floor installed carpet in our ************* & laminate flooring in a hallway. Upon completion of installation, we noted three (3) separate defects in the carpet. There were three separate "lines" that went the entire width of the carpet where the carpet appeared to not match the texture of the carpet. We pointed out the defects to the ************** notified 50 Floor. I was later contacted by 50 Floor and they advised me a claim had been filed & they would notify me with a disposition within 30 to 90 days. I contacted 50 Floor by email for updates several times and was advised a disposition was forthcoming. On May 5th, I contacted 50 Floor rep ****** *********** stated he would have a disposition by the end of the business day. I never received any additional information, I have contacted ********************** ********** Mr. ***** Monday by email several times since May 5th & none of them have responded with any update.

  

  Business Response

  Date: 05/19/2025

  Thank you for the opportunity to respond to Mr. ***** concerns.

  First and foremost, we sincerely apologize for the lack of consistent communication and the frustration this situation has understandably caused. A representative from our National Experience Team recently spoke with Mr. ***** and confirmed that the claim regarding the carpet defect is still pending. While we are, to some degree, at the mercy of our vendors timeline for processing such claims, we recognize that more proactive communication on our end was needed and are taking steps to improve that moving forward.

  To help move things along, weve notified his local market team and are actively following up with them to request an update. Our goal is to keep this claim top of mind and ensure its addressed as quickly as possible.

  We also provided Mr. ***** with the direct contact information for his representative on our National Experience Team, who will serve as his dedicated point of contact for ongoing updates. As mentioned during our phone call, a follow-up email is being sent with that information for his convenience.

  We appreciate Mr. ***** patience and the opportunity to make this right, and well continue to stay in touch as we work toward a resolution.

  Respectfully,

  50Floor

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

  
  

• Initial Complaint

  Date:05/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2020 50 Floors laid laminae floors in small area of my home, in the last year the kitchen area has began to separate and there an unsightly gaps between the planks. I have made 3 calls to customer service (OFFSHORE) they have taken information and said someone will contact me, i have also sent message on website NO RETURN COMMUNICATION When I Called them to purchase floors i got immediate attention!!!!!!

  

  Business Response

  Date: 05/21/2025

  Thank you for bringing this to our attention. We're sorry to hear that you had difficulty reaching us initially, and we appreciate your persistence in following up.

  We do see that you've since been in communication with a member of your local market team, and a repair appointment has been scheduled for 5/31 to assess and address the separation in your kitchen flooring.

  Thank you again for allowing us back into your home to evaluate and service your flooring. We appreciate your business and look forward to resolving this matter.

  50Floor

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

• Initial Complaint

  Date:05/14/2025

  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.

  Fifty flooring companies provided estimates for subflooring replacement and approximately 1000 square feet of flooring installation, with a 50% deposit required. Following a two-week scheduling delay, the installers failed to appear. The company attributed the delay to a scheduling conflict, promising arrival the following day. Upon arrival, installers began moving furniture and removing the existing flooring, then claimed the necessary repairs exceeded the original quote, contacting their supervisor. Upon my return, furniture had been damaged and the temporary flooring was not reinstalled. The installers departed with my belongings in their truck, promising a revised quote and installation within three days. Four days later, the quote tripled, with installation postponed another week. During this delay, my Xbox Series X was damaged beyond repair. I immediately cancelled the project. For a week, I have received no response from the cancellation department.

  

  Business Response

  Date: 05/20/2025

  Thank you for sharing your concerns. We sincerely apologize for the inconvenience you experienced during the scheduling and installation process. After reviewing your account, we confirm that your project has been cancelled per your request. Additionally, your full refund is currently being processed and will be completed with fourteen business days. 

  We appreciate your patience and regret that we were unable to meet your expectations on this occasion. Should you have any further questions or need assistance, please dont hesitate to reach out.

  50Floor

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

• Initial Complaint

  Date:05/13/2025

  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.

  I hired and signed a contract with 50 flooring. The salesman came out. I picked out my material wrote him a check to make payment infull and scheduled for the installation.The installer showed up ripped up my floor, and then found out the material they brought was all damaged, not their problem.They pulled everything back up off the floor and told me that they would call me within 48 hours. Its been over three weeks. Ive plywood floors now they refuse to call me and were supposed to come out again today to install the floor but when they didnt show up, Icalled him back and Im not even on the schedule and they told me theyd called me again within 48 hours. They refused to do anything letme speak with anybody other than the receptionist Meanwhile, they cashed my check. Theyve got my money and are refusing to do the floor. I need something done about this ****. Please help if you can.

  

  Business Response

  Date: 05/14/2025

  Thank you for bringing this matter to our attention. We're sorry to hear about the delay and frustration you've experienced with your installation process.

  According to our records, we see that youve recently spoken with a member of your local market team and have been rescheduled for installation on 5/15. While this situation certainly doesnt reflect the standard we aim to provide, we appreciate your patience as we work to get this resolved for you.

  If you have any additional questions in the meantime, our team remains available to assist.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:05/08/2025

  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.

  November 2023 $3696 I have made phone calls since the week after the installation obviously dont screenshots of ALL the numerous phone calls that I have made but every timeI called I was transferred to someone else because the person that I spoke to was no longer working there. I was transferred to a general manager and told him the issue sent him the photos. He said he would get back with me. two months go by and I dont hear anything that was in June 24. I call back. He doesnt work there anymore then I keep making phone calls. Still dont hear from anybody. Finally someone gets back to me in November 24 a year after install. I send her all the pictures I have & tell her all the issues about the stain resistance the carpet coming up the shotty workmanship of how it was installed she said she will get someone to help another month goes by someone by the name of ***** starts contacting me about fixing it. I have multitudes of screenshots of our conversation how hes gonna talk to whoever is in charge and hes gonna do this and hes gonna do that. Nothing has been resolved still.Ive been talking to him since January. I have not received a response from him since April, the seams are coming apart in every room. Its coming away from the walls the so-called stain resistance that it has, it has none. We dont even walk on this carpet with shoes and there are stains that when I clean the carpet, it looks good. Give it about a day or so the stains are popping right back up. I paid almost $4000 actually I wasted almost $4000 on this carpet install that I saved for a very long time to get. I will upload as many pictures as I can, but I assure you I have plenty more but it will only let me upload so many. I am tired of getting the runaround. I am tired of being told to call this person and that person then this person doesnt work here anymore. oh we will handle this for you. At this point, I want my money back in order to fix it or replace and I deserve that

  

  Business Response

  Date: 05/14/2025

  Were very sorry to hear about your ongoing experience with your carpet installation and the difficulties you've had in getting a resolution. We understand how frustrating this must be, especially after the investment you made and the amount of time you've spent trying to get help.

  Our team takes these matters seriously, and were actively reviewing the details youve shared. As of May 14, 2025, a member of our Experience Team has left you a voicemail and sent a follow-up email to the contact information we have on file. Wed like the opportunity to speak with you directly to better understand your concerns and discuss possible next steps.

  At your earliest convenience, please contact ***** at ************ so we can work toward a resolution. We appreciate your patience and look forward to hearing from you soon.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 05/14/2025

  They havent done anything except for asking for pictures and tell them more about whats going on. Ive already done this. I dont know how many times Ive submitted all the pictures on here and explain the whole situation on here so why do I need to send them the same exact pictures that you have on this website or any more info than what Ive already explained 

  

  Business Response

  Date: 05/19/2025

  We truly regret the ongoing frustration Ms. ********** has experienced and understand how disheartening this situation has been. Our goal remains to resolve her concerns, and we appreciate her continued engagement.

  Since being made aware of this complaint, our Experience Team has reached out multiple times via phone and email to assist. Weve reviewed the information provided through the BBB and acknowledge the issues raised. While we understand Ms. *********** concern about resending photos, our request was intended to ensure we had the most up-to-date documentation to support a timely and accurate resolution.

  As of May 15, 2025, weve made several documented attempts to speak with Ms. ********** directly to schedule a repair to address the seam issues. In our most recent email, we asked her to confirm a day and time that would work best but have not yet received a response.

  We remain ready and willing to proceed with repairs. We respectfully request Ms. ********** contact ***** at ************ or respond via email to ********************************* so we may finalize the scheduling and move forward with addressing the carpet concerns as soon as possible.

  Sincerely,
  50Floor
  ************

  Customer Answer

  Date: 05/19/2025

  ***** and I have been playing phone tag but we finally spoke after I was able to reach her today Monday, May 19. I expressed all my concerns with her and all the issues and she is trying to see what she can do on her end and she said that she will contact me back in a few days. Apparently, their employee that I have been speaking with most recently said that he has been in contact with me and was at my home two weeks ago when in reality I have not received a response from that employee his name is ***** since February

  

  Business Response

  Date: 05/27/2025

  We appreciate the opportunity to speak with Ms. ********** and are working closely with her to address and resolve her concerns. Our team will continue to follow up as discussed to ensure everything is handled appropriately.

  Customer Answer

  Date: 05/31/2025

  After speaking with ***** the week of May 19th, someone was supposed to call me to come out and reassess the carpet in the issues with the seams and stains and everything else and that was supposed to happen this week before the 30th and I have not heard from anyone. I tried to contact ***** two or three days ago. Never got a return call

  

  Business Response

  Date: 06/02/2025

  We appreciate you bringing this to our attention, and we sincerely apologize for any frustration caused by the delay in scheduling your reassessment visit. Our records do indicate that our local market has been attempting to reach out via text to schedule your appointment; however, we apologize if those messages were not received.

  We would like to offer a morning appointment on Monday, June 10th.Please let us know no later than Wednesday, June 4th if this date works for you so we can coordinate accordingly.

  Thank you again for your patience, and we look forward to resolving this matter to your satisfaction.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:05/05/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered carpet from 50 Floor then cancelled well within the 3-day contract cancellation/full refund. (We cancelled within 24 hours, although the check had already been cashed.) The refund has yet to be finalized. Impossible to resolve with their call center.

  

  Business Response

  Date: 05/06/2025

  We sincerely apologize for the frustration you've experienced. We understand how important timely communication and resolution are, especially regarding cancellations and refunds. We see that youve been in contact with your local market as well as a member of our National Experience Team from our corporate office in ********

  Your refund is currently being processed, and we truly appreciate your patience. Please allow up to 14 days for the transaction to be completed. Were grateful you brought this to our attention, and again, we offer our sincerest apologies for any inconvenience caused.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 05/06/2025

   
  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:05/02/2025

  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 had flooring put down in 2022 that was appx ****** in cost. The team pulled up all carpet and started to take up the linoleum from the dining room and kitchen. One of the men said it didnt have to be removed and the flooring could go on top of it. I asked if it would make it uneven. He stated that it wouldnt because of the padding. This is his expertise not mine so I didnt question further. Now there is a crack in two boards right at the uneven line. I reached out to 50Floors. I was told there would be a ***** assessment fee plus what it cost to fix it. This was their fault on a rush job where they knew it was wrong to leave the old flooring down. I asked for a manager and he wouldnt connect me to one. He stated he couldnt give their number or email either. He stated that he would send them and email and theyd contact me within a couple of days. This was a couple months ago and no call back yet. I have normal wear and tear here and there. Thats not my issue. I need them to fix just the two boards that are damaged due to their negligence. They actually may need to do the dining room and kitchen after removing the old flooring as they should have done before.

  

  Business Response

  Date: 05/06/2025

  Thank you for bringing this matter to our attention. Were sorry to hear about your concerns and appreciate the opportunity to respond.
  
  Our records indicate that your installation was completed on March 26, 2021, and per your signed agreement, the one-year labor warranty expired on March 26, 2022. While the warranty period has passed, we would still be happy to assist by scheduling an assessment of the area in question.
  
  As previously communicated, the assessment carries a standard $75 fee. If its determined that a repair is needed and it qualifies as a billable repair, the $75 assessment fee can be applied toward the cost of that work.
  
  We appreciate your patience and are here to help coordinate the next steps should you wish to move forward with the assessment. Please feel free to contact us directly so we may assist further.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:05/01/2025

  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.

  I BELIEV THE FLOORING OF MY HOUSE WAS DONE AROUND 1ST QUARTER OF 2024 THEY REPLACED FIRST FLOOR COMPLETELY WITH WOOD LAMINATE PLANKS WHICH WERE GOOD FOR ABOUT THE FIRST MONTH THEN I NSTARTED NOTICING THE FLOLOR WAS COMMING APART AT SEAMS WITH GAPS DEVELOPING IN CERTAIN ARFEAS WHIUCH THEY JUST PUT ON IOVER EXISTING TILE FLOORING I CALKLED MMANY TINES PER MONTH USUALLY TOLD UNABLE TO REACH MANAGER ALWAYS OUT WOULD CALL BACK WHEN COMES IN SPOKLE TO HIM ONCE HE SENT PERSON TO LOOK AND THEY SAID EASY FIX WOULD BE BACK FOLLOWING DaY IM STILL WAITING A YERAR LATER KEPT CALLING AND THEY SAID THEY CAME OUT MANY TIMES I WAS NOT HOME NOT THE ***** I AM LEGAALLY BLIND AND BASICALLY HOME BOUND FLOOR MIS GETTING WORDE CALLED TODAY MAY 1 2025 GOT THE USUAL MGR NOIT AVAILABLE THEY WILL CALL WHEN IUN AND THEY SAID THEYN WOULD WRITE A TICKET THEY SAY IN ADDS WARRANTEE DEPENDING ON PRODUCE IS UP TOP 15 YEARS TO LIFETIME THEY ALSO TOLD ME AFTER 5 MOINTHS I HAD NO WATTENTEE AND WOULD HAVE TO PAY FOR REPAIRS ON A $7000 JOB PLEASE TRY AND HELP I TOLD THEM I WILL MCALL EVBERYDAY IF I HAVE TO BEFORFE POSTING ON SOCIAL MEDIA WHAT MY OPINION OF THEM IS FOR OTHERS TO SEE THANKS FOR YOUJR HELP

  

  Business Response

  Date: 05/07/2025

  We appreciate Mr. ******* bringing his concerns to our attention and are sorry to hear he has experienced issues with his flooring. According to our records, the installation was completed in good standing on December 19, 2023. The product was installed over the existing tile surface in accordance with industry guidelines, and a final walkthrough was completed at the time of installation.

  Our one-year installation warranty, which expired on December 19, 2024, covers installation-related errors. Product warranties extend beyond that period but are limited to manufacturer defects. Following a recent assessment, the visible concerns were determined to be site-related, consistent with high-traffic wear and surface impact in certain areas of the home. These types of conditions are not covered under the product or installation warranties.

  While the installation warranty and material does not cover site related concerns, we would be happy to offer Mr. ******* a quote to address the areas of concern; however, this was declined by Mr. ******* previously. We remain committed to helping where we can and appreciate the opportunity to provide support.

  Respectfully,

  50Floor

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

  
  

• Initial Complaint

  Date:04/28/2025

  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.

  50 floor contractors ****************************************************. We made an appointment and we got scheduled for March, fill floor installation. The day off only a few rooms were completed. The master bedroom was not completed, the day room was not completed, the living room was not completed, the stairs were not completed. They came with the wrong wood flooring and promised to come back. A few weeks later, someone comes but he was not the same guy. He calls a few people and they promised to come back. ********** was the guy in charge he comes back, then says we have to call some people. It has been since March 21st the first installed the few rooms. My mom is still not moved into her room. Shes an elderly woman with some health issues. She is sleeping on the coach and its not comfortable and getting sick because the old four at the house is very dirty and causing her health issues. Its unbelievable. There are no communication from 50floor contractors ********** . We call and get no answers. I am stunned at how business work. I would like them to correct their errors and finish the job.

  

  Business Response

  Date: 05/01/2025

  We sincerely apologize for the delays and lack of communication you've experienced during your flooring installation. This is not the standard we strive to uphold, and we understand the frustration and inconvenience this has caused, especially given your mothers health and living situation.

  Our records show that we have attempted to contact Mr. ******* at the number provided *************), but unfortunately, we have not been successful in reaching him. Additionally, the alternative number listed in the BBB complaint appears to be out of service.

  In an effort to move forward and resolve this matter promptly, we kindly ask that you reach out to ***** with our National Experience Team at ************ or via email at ********************************** She will work with you to schedule a day and time to complete the remaining installation.

  Thank you for bringing this to our attention. We are committed to making things right and completing your flooring project as quickly as possible.

  50Floor

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

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23257730
  
  

  I am rejecting this response because I have made numerous attempts to contact your business by phone. I reached out directly to the company as well as to the contractors, *** *********** and his supervisor *** ****, who were assigned as my points of contact. I have phone records showing repeated calls made over the course of a month, all without a successful response. I contacted *** **** again, and his brother answered and told me, *** **** is no longer with the company, that is when i filed a complaint with BBB.

  
  During the entire month of attempting to get you to come and complete the job, my mother was ill and had to sleep on the couch because her room remained unfinished. Despite my ongoing efforts to get assistance, I received no communication or support. If your team truly attempted to reach out to me, I question why there was no follow-up, no voicemail, and no continued effort to make contact.

  
  The only communication I did receive was a call informing me that my 50-floor order was being canceled and the job would not be completed because I kept rescheduling which is completely untrue. Why would I reschedule when I need immediate assistance.  It was only after I contacted the Better Business Bureau that I finally heard from your company. To then be told the cancellation was due to me rescheduling is completely false and deeply disappointing.

  
  The level of customer service Ive experienced has been unacceptable. Since March 27, I have been trying to reach someone to have the work completed. *** *********** had my contact information and even visited my home onceyet made no attempt to follow up or provide a date and time for completion, which would be expected from any professional committed to customer care.

  
  Meanwhile, my mothers health declined further, and she required medical attention, all while we were left without the service we paid for. I am choosing to take my business elsewheresomewhere that values its customers, communicates effectively, and honors its commitments.

  
  Sincerely,
  
  *** Chilako

  

  Business Response

  Date: 05/06/2025

  We sincerely apologize for the frustration and inconvenience you've experienced with our company. We understand the importance of clear communication and follow-through, especially under the circumstances you've described. Please know that this is not reflective of the high standards we strive to maintain.

  We have reviewed the situation, and we see that the carpet portion of your project was completed on 3/27/2025 (please see attached signed paperwork). However, due to the ongoing challenges with scheduling and communication, we will be canceling the hardwood portion of your contract. An addendum reflecting this change will be sent to your email on file for invoicing purposes.

  We deeply regret the lack of follow-up and the impact this has had on you and your family. We value your feedback and will use it to improve our processes moving forward.

  If you have any further questions or concerns, please do not hesitate to reach out to us. Again, we offer our sincerest apologies and appreciate your understanding.

  Respectfully,

  50Floor

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