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, Inc.

  601 Bricksteel Ln Garner, NC 27529-9659

  
• 

  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:03/11/2025

  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 workmanship is sloppy and incomplete, the stairs has gaps big enough for change to rest in . The trim was cut and pieced together in ,2 in pieces all around the base board, some stain some not. They knock a hole in my drywall and stuff packing materials and installation foam to cover up, leaving foam installation on new floor. No trim on wall behind the washer and dryer. The tread on the steps are too short for the stairs leaving holes on the side of each stairs filled in with wood putty very visually light in color and ugly. Debri from previous floor is poking through new floor.The trim has large gaps not flush with wall or baseboards, my existing base boards beat up with gashes from the use of hammer in sted of using a nail gun. Some areas have sharp nails from nail gun sticking out of trim. I call the co.and talk with Mr. ****** and sent pictures of the discrepancy, I was told that there is a one year was on the work and I would be charged start at $75.00 to come and install the issue. I later revived a call stay that they would waiver the fee, but they cannot do the work for free. I was told someone would contact me for an appointment. No one contacted me as of yet.

  

  Business Response

  Date: 03/12/2025

  We sincerely apologize for any frustration this experience has caused. 50 Floor stands behind our workmanship and warranties, and we appreciate the opportunity to address your concerns. As of 3/06, an email was sent to Ms. ***** at ********************* which is the email we have on file, to schedule an assessment at no charge. We remain committed to resolving this matter and encourage Ms. ***** to respond to the email or reach out to our customer service team at her earliest convenience. Please see the attached communication for reference. We appreciate your patience and look forward to assisting you.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:03/10/2025

  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 put in new floor they were called out once to fix problems with the floor. I now have more problems were the floor is seperating and lifting. I have been calling them since the end of January to fix the floor and have had no dates to fix the floor and it is March 10th. When you call they have no manager on duty and no one that can give you appt. I spoke with **** she answers the phone and tells you the managers ****** and ****** are not available. This is a floor that I am paying almost ********* and it is not 6 months old. There is no way I should be having this kind of trouble this soon.

  

  Business Response

  Date: 03/12/2025

  We sincerely apologize for the frustration youve experienced. 50 Floor stands behind our products and installation, and we want to ensure your concerns are properly addressed. We see you have spoken with your local market team and have scheduled an appointment for 3/15 to assess your concerns for a resolution. Please dont hesitate to reach out if you have any further questions. We appreciate your patience and look forward to assisting you.

  Respectfully,

  50Floor

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

  
  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23046160
  
  I am rejecting this response because: here it is 3/10/14 and they canceled the appt for 3/15/25 they do not have installer that speaks English.  Abd another one has had an accident as the consumer this is what have been dealing with since the end of January.  They want me to open my schedule up but that would mean me being off work for the 3rd time.  I have given and given. I am seeking a full refund at this time
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 03/14/2025

  We understand your frustration and sincerely apologize for any inconvenience you have experienced. To clarify, the original installer was only available on 3/15; however, per your request to have a different installer complete the repair, we were unable to schedule an additional installer within the timeframe given.

  We recognize that your availability is limited, and we are diligently working to accommodate your request for an appointment after 5 PM on 3/17. We also offered alternative dates, including 3/22, which was not suitable for your schedule, and 3/29, which you declined as you preferred an earlier resolution. Other than 3/17, we understand that Saturdays are your only available days, and we are making every effort to coordinate an installer who meets your preferences.

  Please know that we stand behind our products and warranties and remain committed to addressing your concerns as quickly as possible. We appreciate your patience as we work toward a solution that best accommodates your needs.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23046160
  
  I am rejecting this response because one it is not accurate. I gave additional dates and you wanted to send me the same installer that did not fix the problems on his second time out and spoke no English!  You had a customer using a translation app to try to get the job right and he still could not do the job. You can not ask a customer to continue to try to communicate with someone that does not speak English had I know this was going to be the service I was going to have I would have never bought the floor but that was all hidden from me until he arrived. I am now asking since it appears this is the only installer you have to have my money refunded and you can have this nonfunctional floor back.  This floor has caused me an injury to my right heel and asking me to continue with a dysfunctional floor for 2 months is inadequate please follow your warranty. Please do not continue to try BBB that you have appts available or my floor would have been fixed on 3/15/25.  For as much as I have paid you should have someone out here any time I am available.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 03/18/2025

  We see that you are scheduled for service on March 22nd between 7:30-8:30 AM, and we look forward to completing the necessary work. If you have any further questions or concerns, please dont hesitate to reach out.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23046160
  
  I am rejecting this response because:  they have canceled there appointments in the past numerous times at the last minute so I have no faith they will show up and actually send someone that speaks English.  If they fail on this appointment I am requesting a full refund and they can have their faulty floor back.  I can not and will  not keep making appointments for them to cancel and for me to be inconvenienced.  I am a working person as well.

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

• Initial Complaint

  Date:03/04/2025

  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.

  Faulty material flooring buckling and coming apart notified company inspector state floor was faulty and verified complaint. Company rep ******* stated company not responsible would not replace.

  

  Business Response

  Date: 03/06/2025

  Thank you for bringing this matter to our attention. After speaking directly with Mr. ********** we have determined that this complaint is not related to 50 Floor but rather pertains to another flooring company. We kindly request that this complaint be removed from our record, as we did not provide services to Mr. ******************* appreciate your understanding and attention to this matter.

  50Floor

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

• Initial Complaint

  Date:02/24/2025

  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.

  1/31 we met with a sales **** paid a down payment, on Monday 2/3 the installation started. Our neighbor gave us a gift card for $300 of a friend or relative making a purchase. She gave it to us on Monday. We called the sales *** and he didnt know anything about it and asked that we send a picture. He then told us to contact the office. They said the person that would take care of it on the conclusion of the floors. This person was the installer and knew nothing of it. **************** got involved and said it would not be honored because it wasnt presented on purchase. I was contacted by ******* guaranteed me hed do what he could and get back to me either way and that was over two weeks ago and I have not heard a word. We were happy with the floors but very disappointed in this as they should have credited our account and the friend that gave us the gift card should have received $50. The fact that a company this size wouldnt have informed their employees of this before using it was very disappointing. The company did nothing to follow up and make this right. The gift card was presented before the job was done and completely paid for. If they dont want to honor this promotion they should not offered it. I find that deceiving. Thank you for your help in advance.

  

  Business Response

  Date: 02/24/2025

  We sincerely apologize for the frustration and inconvenience this situation has caused. We appreciate you bringing this to our attention, and we want to ensure we address your concerns appropriately.

  To verify the gift card, we kindly ask that you send a clear copy of both the front and back within the response of this complaint. Once received, we will review the details and follow up with you as soon as possible.

  We truly value your business and are pleased to hear that youre happy with your floors. Our goal is always to provide a positive experience from start to finish, and we appreciate the opportunity to resolve this matter.

  Thank you for your patience, and we look forward to assisting you further.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:02/19/2025

  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.

  Regarding carpet *********************** .We were deceived by our sales person who is a 50 Floors representative.We had numerous conversations regarding the type of carpet for our bedroom.Wanted a trackless carpet that did not leave footprints or vacuum marks. We were assured the carpet we chose was what we wanted wrong !!! Called the main office in ******* to complain. The manager ******* got back to us & said they would replace it but wanted to charge us $2850 more .. we paid $2850 for two rooms.. they admitted it was an error on the Sales persons side .In order to replace it in total it was going to be $5700.Told them we werent interested in getting robbed or taken advantage of. Would at least like to be credited for the bedroom carpet .

  

  Business Response

  Date: 02/20/2025

  We appreciate the opportunity to address your concerns regarding your carpet purchase and installation. At 50 Floor, we strive to ensure that every customer is satisfied with their *********************** selection, and we regret that your experience has not met your expectations.

  Prior to installation, all customers are provided with a Product Verification Form, which confirms that the selected flooring matches the order and is approved before installation begins. In this case, you reviewed and signed this form, verifying that the carpet delivered and installed was the correct product. This documentation is in place to ensure transparency and to prevent any misunderstandings about the selected flooring.

  While we understand your disappointment, we must emphasize that the carpet installed was the exact product chosen and approved by our client. However, as a good faith gesture, we are willing to offer an additional 10% discount off the quoted replacement cost should you decide to proceed with a new carpet selection.

  If you would like to move forward with this offer or have any further questions, please feel free to reach outto us at your earliest convenience. We appreciate the opportunity to resolve this matter and value your business.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:02/11/2025

  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.

  flooring installed last March, has started to buckle in many places. contacted them they sent someone out to look at the problem and agreed there was a problem. said they were going to order material and fix the issues. it has been weeks and they will now not return my calls or text

  

  Business Response

  Date: 02/13/2025

  We sincerely apologize for the delay in addressing the issues with your flooring. We understand how frustrating this has been and appreciate your patience. The material needed for the repair has been ordered, and while we are unfortunately at the mercy of the vendor, it is currently scheduled to arrive at 50 Floor on 2/19/2025. As soon as it arrives, we will reach out to schedule your repair. Please know that we are committed to resolving this as quickly as possible.

  Thank you for your patience, and we appreciate the opportunity to make this right.

  50Floor

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

  Customer Answer

  Date: 02/13/2025

   
  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:02/06/2025

  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.

  Flooring was installed in home office in August of 2023. The room was a home office with a rolling chair present at the time of estimate completed by the salesman.A this time the floor where the office chair sits is cracking/separating and buckling at the seams. Contact was made with 50 Floor who has pointed to the office chair being the culprit of the floors failure and is refusing to make the repairs without compensation. Their reasoning is that use of the rolling chair is the cause and this is not a product failure. Nothing was communicated to us by 50 Floor that the use of a rolling chair would damage the floor. Again, the chair was present at the time of estimate. It should also be noted that there is an area rug between the chair and the floor. This has also been communicated to ******************************* of the damage were provided to 50 Floor.Had the salesman communicated the potential for issues due to the use of a rolling chair we would not have had the floor installed.

  

  Business Response

  Date: 02/11/2025

  We appreciate the opportunity to address your concerns. At 50 Floor, we take pride in delivering high-quality flooring solutions, and proper floor maintenance is the responsibility of the homeowner to ensure longevity and performance.

  After reviewing your case, we have determined that the damage to your flooring is the result of site-related conditions rather than a product defect or an installation issue. Rolling chairs, particularly in high-use areas, can place continuous pressure on flooring joints, leading to separation or cracking over time. While an area rug may offer some protection, it does not eliminate the impact of repeated rolling motion. This is a known industry consideration for hard surface flooring, which is why many manufacturers recommend the use of chair mats in office spaces to prevent such damage.

  As discussed, we have offered to complete the repair at a labor cost of $250. If you have enough leftover material from the original installation, this will be the only cost. However, if additional material needs to be ordered, there will be an additional charge. This offer remains available to help restore your flooring while ensuring a fair resolution.

  Please let us know how you would like to proceed, and we will be happy to assist in scheduling the repair at your earliest convenience.

  Respectfully,

  50Floor

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22907294
  
  I am rejecting this response because:

  As I said previously the room was an office complete with rolling chair at the time of estimate and installation.  Had you all done your due diligence in communicating the issue with the chair I never would have had the product installed to begin with. 

  You all ignored a know issue causing failure to secure the job.  Now that the failure has occurred you expect me to pay you more money to fix it.

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

  

  Business Response

  Date: 02/11/2025

  At 50 Floor, we strive to provide high-quality flooring solutions and transparency regarding maintenance and care. We understand your concerns; however, per our warranty terms, our installation warranty covers workmanship for one year, which expired on September 22, 2024. Additionally, this is not a material defect but a site-related issue due to the impact of rolling chairs, which can cause stress on flooring over time.

  While we understand your frustration, the responsibility for maintaining flooring under conditions such as office chair use falls under standard care and maintenance guidelines. As a result, this repair is billable, with the labor cost outlined in our previous communication. If you would like to proceed with the repair, we are happy to assist.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22907294
  
  I am rejecting this response because:
  

  I have explained my side of it.  Nothing was said about the chair and you continue to cite "known industry standards" of an industry I do not work in.  This standard was never communicated and had it been the floor would not have been installed.

  I am not paying you to repair it, in my opinion you did not act in good faith during the estimate/sale and are not acting in good faith now.  If you refuse to repair it we can leave the this with the BBB as an answered/unresolved complaint, and I can leave reviews regarding the shady practice where applicable.

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

• Initial Complaint

  Date:02/05/2025

  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.

  **** ***** - ************************* Manage and ***** *******, General Manager of 50 Floor in ***************, *******, are a disgrace to this company, or maybe the company as whole is a disgrace. They just lie to you over and over again, promising to repair the not only incorrectly installed flooring in my entire house but they have also installed flooring that is defective and cupping (this I'm told is a manufacturing problem). *****, the **, came to my house and told me the flooring is installed incorrectly and you can see in the part of the flooring that is tearing up only 1 year after installation that there is no Poly Underlayment installed before they laid the flooring down. This Underlayment material is included in my contract and missing in the whole house. The flooring is from a company called ******** and is defective and cupping. 50 Floor could care less. I've paid in full over $16,000 and they are happy and don't care that my floor is wavy, bowing and bouncing and edges of the panels are splitting and popping up. I've been in contact with both **** ***** and ***** ******* since last April (almost a year) trying to get this corrected since they have both acknowledged the problem and promised to replace or repair my floor and neither one of them have ever called me back as promised or done anything but string me along with empty promises. They must like to take advantage of women.

  

  Business Response

  Date: 02/11/2025

  We appreciate you bringing your concerns to our attention. We understand the importance of ensuring your flooring is installed correctly and meets the quality standards expected. Our team has reviewed your concerns, and we are committed to taking the next steps toward a resolution.

  To properly assess the situation, we will be in touch within the next week to schedule an on-site evaluation. This will allow us to better determine the necessary course of action to address your concerns. We appreciate your patience as we work to ensure this is handled appropriately.

  If you have any further questions in the meantime, please dont hesitate to reach out.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:02/01/2025

  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.

  The transaction is related to carpet ***************** of Contract: 12/28/2024 Cost of Service: $5,394.85 Deposit of $2,697.85 paid on 12/28/2024. Remainder due upon install.Carpet was to be installed in a single day. This was a central consideration in decision to select 50 Floor.Initial installation on January 9, 2025, but installers did not bring enough carpet and could not complete the job.They left us with an uncarpeted main stairway; including leaving exposed carpet tacks on all ********* addition to an incomplete job and a mess, this posed a health and safety hazard for our young children who's rooms are at the top of the stairway.50 Floor assured us they would resolve the issue quickly.Over the next week we made multiple attempts to contact 50 Floor .In each case, 50 Floor assured us that the General Manager would contact us that same day. No one ever contacted us from 50 Floor.On January 20, with no resolution and no communication from 50 Floor for 11 days, I contacted 50 Floor customer service and told them that I would be filing a complaint with BBB and ************************************** as well as hiring a new contractor to finish the job.That finally got their attention and they arranged to complete the job a full two weeks after the initial installation.While we were waiting on completion, my daughter punctured her foot on the exposed carpet tacks.Given the poor level of service, delay, health and safety hazard, and complete lack of responsiveness from 50 Floor, I notified them that I will not pay the previously agreed amount and requested a negotiation to reach an equitable resolution.The contract specifies that such disputes shall be resolved by negotiation, mediation, and arbitration; in that order.50 Floor has not responded to our claim or request for negotiation.Instead of following the claim resolution stipulations of the contract, they have sent a letter which threatens a lien on our property.

  

  Business Response

  Date: 02/05/2025

  Thank you for sharing your experience, and we sincerely apologize for the delays and communication issues surrounding your carpet installation. We understand your frustration and regret not meeting your expectations.

  The installation was completed in good standing on January 23, 2025, as verified on the signed Certificate of Completion. We appreciate your patience during this process and understand the inconvenience caused by the delay.

  We want to resolve this matter in line with the dispute resolution terms outlined in your contract. Weve offered a $500 concession to reach a fair resolution which can be taken off of the final balance due. 

  Please reach out to us directly to finalize this.

  Thank you for your understanding. We look forward to resolving this promptly.

  Respectfully,

  50Floor

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

  
  

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22887699
  
  I am rejecting this response because:

  The proffered concession of $500.00 is insufficient. 

  I have provided the following itemization to 50 Floor via separate email. 

  $100 per day for the unfinished work and health & safety hazard left in our home. Initial install January 9. Completion January 23. $100 x 15 days = $1,500.00
  $400 dollars to compensate for the additional time I had to take off of work in order to accommodate the second install day.
  $500 dollars to compensate for time we have had to spend, and are continuing to spend, in coordination with 50 Floor to resolve this issue.
  Total adjustment of -$2,400.00. Total remaining balance of $297.85.
  

  50 Floor made an initial offer of $439.51 and has increased it to $500.00. 

  I am certainly willing to negotiate in good faith on these items and hope that we can reach an agreement; however, 50 Floor has not shown any interest in actually negotiating to reach agreement. 

  Thank you very much for your efforts BBB. I do appreciate the service that you provide.

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

  

  Business Response

  Date: 02/12/2025

  We appreciate your continued communication regarding this matter. As previously stated, we regret the delays in your installation and have offered a $500 concession as a goodwill gesture. While we understand your concerns, we do not compensate for time lost or additional coordination efforts.

  The installation was completed in good standing on January 23, 2025, as confirmed by the signed Certificate of Completion. As outlined in our contract, all payments must be made in full before any warranty claims or further service considerations can be addressed.

  Our offer of $500 remains our final concession toward resolving this matter, and we will not be offering any further adjustments. Please contact us directly at ************ to finalize this resolution.

  Respectfully,

  50Floor

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22887699
  
  I am rejecting this response because:

  50 Floor's assertion that "As outlined in our contract, all payments must be made in full before any warranty claims or further service considerations can be addressed" is a blatant misrepresentation of the intent of this contract clause. This language is pulled from the Limited Warranties and Intended Use clause which specifically applies to claims for defects or damages associated with the flooring product. This is not applicable to the current situation. This is not a warranty claim for defects or damages. This is the second time that 50 Floor has attempted to misrepresent the contract language.

  This is a request for adjustment of cost based on the level of service provided. 50 Floor represented themselves as providing high-quality service with one-day install and instead provided low-quality service with a 15-day install during which time they left a health and safety hazard in my home, cause an injury to my child, and ignored multiple attempts to seek a resolution. This situation did not arise from issues beyond 50 Floor's control but is a direct result of internal communication failures between 50 Floor and their installers which was compounded by external communication failures between 50 Floor and the client. If 50 Floor had represented themselves and their level of service honestly, then we would never have signed a contract with them or agreed to the contract value. 50 Floor is now expecting to be compensated as though they provided top-tier service and held up their side of the contract. We are simply requesting an adjustment of the contract value based on the reality of the level of service provided.

  I am also in receipt of another letter from 50 Floor threatening a lien on my property unless payment in full is made by 2/14/2025. The letter does not acknowledge our ongoing attempts to negotiate a resolution with 50 Floor nor the active communication on this matter from BBB. This letter does not acknowledge the very clear language in the Mediation and Arbitration of Disputes clause of the contract which specifies a clear path for resolution of disputes, claims, or controversies. 

  We remain open to a good-faith negotiation, but thus far we have not experienced any good-faith from 50 Floor.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/28/2025

  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.

  Poor installation by 50 floor.Poor product..interlock not wide enough to support weight (see hired inspector report).Horrible customer service with constant runaround. Tile in kitchen came up. Warned 50 floor I would fall..and did 1:30 in the am. Had to call ambulance for my cut foot. After 5 months and so many lies..AND most recent request by them is they want ME to pay $800 for a certified flooring inspector!! I AM DONE! I just want a refund.

  

  Business Response

  Date: 01/29/2025

  50 Floor has previously discussed this matter with Ms. ******** and determined that the issues with her flooring are site-related due to a weak subfloor, rather than a manufacturing defect or an installation-related concern.

  Ms. ******** has been advised that if she believes this assessment is incorrect, she may hire an independent certified flooring inspector to conduct an evaluation. Should the inspection determine that the issues are due to a manufacturing defect or improper installation, 50 Floor is willing to reopen the case, review the findings, and explore a resolution, which could include reimbursement for the inspection cost and a potential replacement.

  50Floor