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, Inc.

  9580 Delegates Dr Orlando, FL 32837-8374

  
• 

  50 Floor

  3614 Green Park Cir Charlotte, NC 28217-2866

  
• 

  50 Floor

  818 Bluecrab Rd Newport News, VA 23606-4219

  
• 

  50 Floor

  4851 S Collins St, Suite #100 Arlington, TX 76018

  

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:05/20/2024

  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.

  Back in ***************************************** my bedroom I keep seeing flaw after flaw. Here is the list of things. 1-you can clearly see the seems 2- bed frame supports are all broken bed is sagging now. Bed was not removed from room when they installed carpet just slid it around causing the supports to break. 3- fraying on the edges where carpet meets other flooring. 4- sloppy cuts around floor vents 5-new added tack strips in closet will stab your feet. Spikes too long.6-Base boards barely cover the sloppy cuts on the wall.Now i am noticing where these seems are the carpet is buckling causing wrinkles in the carpet in multiple spots. Nothing was done about the carpet after the install back in 21. Its getting worse as the days go by. I would like new carpet or some sort of refund.

  

  Business Response

  Date: 05/22/2024

  It appears you have previously discussed this issue with a member of our customer care team, who offered to schedule an appointment for a billable repair.

  Our records show that the installation was completed on November 6th, 2021, which means the one-year installation warranty expired on November 6th, 2022. 50 Floor is happy to conduct an assessment at no cost; however, any subsequent repairs will be charged at a discounted labor rate.

  Please review the details of your one-year 50 Floor flooring warranty:

  Gold Star One-Year Installation Warranty 50 Floor guarantees the quality of workmanship to be professional and in accordance with standards set by the flooring industry. Should further installation service related to the original installation of your flooring be required, 50 Floor will provide that service at no cost to you for the first year of your floor.
  This warranty is valid only for original owner-occupied residential installations performed by a 50 Floor authorized independent contractor. It will be invalidated if the flooring condition is due to improper maintenance or cleaning, abuse, excessive moisture, vandalism, or alteration.

  Respectfully,

  50Floor

• Initial Complaint

  Date:05/17/2024

  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.

  Initial flooring install 8/14/23 of *** flooring the floors were making clicking sounds everywhere. The installer told us that the headlocks were bad and the flooring was defective but ******* the ** told us it was the underpayment that we were hearing, he then ordered more of the same *** flooring and when the installers came to glue the floors down this time they told us that it would cost $2000 more dollars in addition to the $10,865 that we had already paid to remove the existing tiles on our floors. Immediately after the *** was glued down before the installers left our home the planks were coming apart, completely separating from the padding which was glued to the floor. ******* ordered laminate flooring and told us that was an upgrade from what they had previously installed. The installer came back to our home and installed laminate flooring which is what we currently have now and the floors are making crunching and clicking sounds everywhere. The flooring instructions on the packaging say that the flooring should be acclimated to the home in the packaging for a few days prior to installing them. The acclimation process was never done prior to any of the flooring that has be put in our home. Our floors are extremely loud to walk on with crunching and clicking sounds almost everywhere we walk. This issue will devalue our home by a very large amount if not resolved. We have asked for a refund several times. We would like our money back so that we can have these floors removed and new flooring installed by a different flooring company. ******* the ** has been dismissive to us regarding our concerns. He will no longer accept or return any of our calls and sent us a text message (which I will attach to this complaint) telling us to not respond to his message and that he will not do anything more to correct the flooring issues and gave us an email address to customer service. I have sent ******* the same video I am attaching to this complaint showing the issues.

  

  Business Response

  Date: 05/22/2024

  Per the manufacturer's specifications, our flooring does not require acclimation when housed in a climate-controlled setting, which our warehouse meets.

  In line with your one-year installation warranty, 50 Floor will gladly repair any installation errors at no cost within one year from the installation date. However, after reviewing your concerns, a refund or replacement is not warranted. Movement and sound are normal characteristics of a floating floor and not considered defects. Seasonal movement due to temperature changes is typical for all floating floors.

  If you choose to have an inspection by a third party, it must be conducted by a certified flooring inspector. We will review their findings and consider a resolution based on the report. Please note that the cost of hiring the inspector will be your responsibility.

  Respectfully,

  50Floor

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21726321
  
  I am rejecting this response because:

  There is something wrong with our floors whether they are defective or were not installed correctly. The sounds that our floors are making are not the typical sounds of a floating floor. We would like to have someone from 50 Floor to come out and evaluate our flooring and the issues that we are having. Preferably not your general manager ******* who seems to have taken the issues that we are having with our floors personally and is unable to treat us in a professional manner. He has told us to not contact him anymore (I have attached a video screenshot of his response to the video showing what is happening with our floors). Please see letter attached from a reputable flooring company who we have contacted to provide his professional opinion regarding the issues that we are currently experiencing with our laminate floors. We are absolutely not satisfied with our flooring that is either defective or incorrectly installed, the damages our home has sustained during the install and the horrible way that we have been treated as costumers by 50 Floor.

  We have a video available of the current issues and noises that our floors are making available upon request. I am unable to upload any videos. 

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

  

  Business Response

  Date: 06/04/2024

  We wish to remind that a complete replacement of the upgraded flooring material has already been provided as a courtesy, free of charge, for this same issue. We reassert that movement and sound are inherent characteristics of floating floors and are not deemed defects. Seasonal shifts due to temperature fluctuations are common in all floating floors; thus, further replacement or refund is not justified based on the sound and movement of a floating floor.
  
  Our position does not allow for a different resolution based on the opinion of another flooring company; however, we are open to examining a certified flooring inspection report and may consider a resolution contingent on the report's conclusions.
  
  Respectfully,
  50Floor
  
  

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21726321
  
  I am rejecting this response because: We would like someone from 50 Floor come and inspect the flooring because we are certain that there is something wrong. At the very least someone from 50 Floor could reach out to us so that we can send them a video of the issues that we are having. A certified flooring inspection could cost us thousands of dollars that we will not be reimbursed for even when they confirm that there is an issue.  My email address is ************************************. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/09/2024

  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.

  April 2023 we contracted with 50 Floors to install engineered hardwood floors. We had problems with original installation so in February 2024 they agreed to reinstalled the same flooring. Since February 24, 2024 I've been trying to 1st get them to properly repair/ fix scratches in floors and glue spots throughout the 1800 sq ft install.Throughout this entire ordeal there have been 4 different installation companies here from 50 Floors to either install or repair, replace and/or clean glue from floors. 2nd get our money refunded.I have now requested a refund from 50 Floors and they have stopped communicating with me.The installer filed a claim with their insurance and I received $10,000 from the insurance company. I'm still wanting the return of the remaining $15,222.50 Floors has admitted that the glue will not come up. The installation contractor has tried multiple times to to clean the floors and the spots remain the same.The floors have scratches, spots of glue, residue, chips, indentations from tools used to fix flooring, glue come through seams between flooring boards. Missing and shoddy install of half round molding, leveling agent on baseboards and my new front door. Damaged dining chairs. Damaged king size bed.I have been trying to resolve this issue and have multiple texts messages that document everything that had happened since the February 24th installation and repairs. I can provide to you.I have documentation and pictures but too large to load.

  

  Business Response

  Date: 05/14/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration experienced regarding your flooring installation.

  We understand the importance of resolving these concerns promptly and effectively; therefore, 50 Floor has committed to offering a full replacement to our client, without any additional cost. We recognize that you are already in communication with our national customer service manager and are actively working to fulfill the further requests made by ********** in order to move forward. 

  Respectfully,

  50Floor

   

  Customer Answer

  Date: 05/14/2024

   
  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.

  I have a list of things that must happen before I will allow them to reinstall the flooring for the 3rd time.  If these things are not met or the installation goes wrong again, I have requested a FULL refund.  

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

• Initial Complaint

  Date:05/06/2024

  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.

  April 9th, *********************** responded to a bad customer review of ********************************************** ******* of ******** that I submitted on the Better Business website, he promised me a resolution of my complaint when I returned his call on April 10th, 2024. He asked very detailed questions of what transpired.I mentioned that I was told my price would be ***** instead I paid ********. I was told the *****.00 would cover any hidden problems that would found . I felt that it was a switch and bait I paid it to their contractor, I really felt I should have paid a 50 Floor employees since I was told it would be employees doing the work, but that was not true either. He promised a resolution of ******* which was over the *****.00 quoted.I have not heard from **************. I called 5/ 1/24 no return call. I use this ******* because of the ** advertisement.

  

  Business Response

  Date: 05/10/2024

  Thank you for bringing this matter to our attention and for taking the time to share your experience. We sincerely apologize for the accounting and communication errors that occurred during your interaction with 50 Floor flooring company. Ensuring a seamless and transparent process for our customers is paramount to us, and we regret that we fell short of your expectations in this instance.

  We appreciate your patience as we worked to address your concerns. After thorough review, we have identified the discrepancies in pricing and service promised versus what was delivered, and we understand your frustration. Rest assured; we are taking steps to rectify this situation promptly.

  As promised, we will be issuing a refund of $1,300 to you to compensate for the discrepancies in the quoted price and the actual amount paid. Please expect to receive further communication from us regarding the refund process within the next five business days. 

  We understand the importance of timely follow-up and are committed to improving our communication channels to ensure that such instances are minimized in the future.
  Your feedback is invaluable to us, and we are grateful for the opportunity to address your concerns and regain your trust. Should you have any further questions or require assistance, please do not hesitate to contact us directly at ************.

  Once again, we apologize for any inconvenience caused and thank you for your understanding.

  Respectfully,

  50Floor

• Initial Complaint

  Date:05/03/2024

  Type:Order 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 signed a contract with 50 Floors 8/29/2023 with an addendum dated 11/15/2023. The contract was to replace wood flooring with ******** flooring on the house's main level, stairs and second floor landing. Due to water damage in the living room, I requested that up to 3 subfloors be replaced if required. My contract IDs are ********** and **********. The floor installation started 1/11/24. Due to some installation problems, the job wasn't completed until March 22. I had been told by ************ (salesman) that I wouldn't be billed until the installation was complete and if no subflooring or less than 3 pieces were used, I'd get a refund. I asked how much the subflooring cost and he said about $300 per piece. The floor billing started in February and I hadn't signed off on the installation. Also, no subflooring was installed, but I was being billed for it. I called Mr. ** numerous times concerning these issues. He told me he would pass my complaints to his manager. On March 11, I spoke with ********** at 50 Floors. He said he could get my job finished but he wasn't in charge of refunding any money. He told me to call 1-877-50-FLOOR *************). Although the job has been completed, I NEVER signed off on it. I signed off on the repair of the scratch done by the installers. I have tried calling 50 Floors and left messages but no one has returned my calls. Currently ***** Fargo holds the loan on the flooring.

  

  Business Response

  Date: 05/09/2024

  Thank you for bringing your concerns regarding your flooring installation to our attention. We apologize for the inconvenience and frustration you've experienced throughout this process.

  After thoroughly reviewing your case, we acknowledge the issues you've raised regarding the billing discrepancies and the lack of communication regarding the completion of the job.

  Regarding the billing concerns, we understand your expectation and have reviewed the details provided by *****. We can confirm that no subflooring was installed, as initially anticipated. Therefore, we agree that a refund of $375, representing the overbilling for the subflooring, is warranted. 

  Regarding the completion of the job and the lack of signed approval, we apologize for any miscommunication or oversight on our part. It's essential to us that our customers are satisfied with the completed work and that all aspects of the job are properly documented and approved.

  To address these concerns and ensure your satisfaction, we have taken the following steps:

  1.We have processed a refund of $375 to your account, which should reflect within fourteen business days to your ***** Fargo account. 
  2.We have updated our records to reflect that no subflooring was installed, as per your request.
  3.We have provided you with the signed certificate of completion along with documentation showing the breakdown of initial plywood breakdown and charge. 

  We apologize for any difficulties you encountered when attempting to reach us by phone. We are committed to improving our communication channels and ensuring that our customers receive prompt and attentive service.

  If you have any further questions or concerns, or if there's anything else we can assist you with, please don't hesitate to contact us directly at ************. We value your feedback and appreciate the opportunity to address your concerns.

  Thank you for choosing 50 Floors for your flooring needs.

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21665061
  
  I am rejecting this response because:

  
  I am rejecting this response because:
  !.  I did not signoff on the completion.  I don't know who signed my name on the Certificate of Completion but it wasn't me.  I did sign the SR for replacing the damaged boards.  
  2.  I don't know where the cut & paste line indicating 2 plyboards for $375 came from but it wasn't on any paperwork I had.  When I did the contract, I told **** (the vendor) to have at least 3 subfloor pieces in the contract due to possible water damage. He told me it would be included at about $375 per piece.  I needed to know this because this charge was going to a third party.
  3.  I have paid in full the ***** Fargo loan so the check needs to come to me.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/10/2024

  After consulting with the local market, we confirm that only two sheets of plywood were included in the order. We have provided a detailed list for your review. We apologize for any discrepancies in the pricing and are prepared to refund the original amount requested of $300 per sheet, totaling a refund of $600. As the ***** Fargo loan has been settled in full, we are ready to process the refund to the card we have on file that was previously used as a secondary form of payment.
  
  Respectfully,
  
  50Floor

  Customer Answer

  Date: 05/10/2024

   
  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,
  
  *******************

  Customer Answer

  Date: 05/30/2024

  In my initial complaint, 50 Floor agreed to pay me $600, date was 5/11/2024. I have not received the refund. Complaint # ********.

  

  Business Response

  Date: 05/30/2024

  We are pleased to inform you that your refund was successfully processed on our end on May 11th. However, please note that it may take additional time for the refund to appear in your account, depending on your bank's processing times. 

  We have attached the supporting documents here for your viewing. If you have any questions or need further assistance, please feel free to reach out to us.

  Thank you for your patience and understanding.

  Best regards,

  50 Floor

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21665061
  
  I am rejecting this response because: This Discover account was closed 5 months ago due to card being stolen.  I was expecting a check.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/03/2024

  Thank you for your response. We see you have spoken with a member of our customer service management team and confirmed the refund was applied to the replacement card. 

  If there is anything else, we can do or if you have any further questions, please do not hesitate to reach out at ************.

  Take Care!

  50Floor

  Customer Answer

  Date: 06/03/2024

   
  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:04/29/2024

  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 had 50 Floor install carpeting & vinyl flooring in July 2022. My first issue was I could not vacuum it. My vacuum would suction itself to the ************************ couldnt move it. I even bought a new vacuum thinking it would help, it did not. I tried calling customer service to ask what could cause this & the very **** answer was lady, were not responsible because you cant vacuum!! I asked if someone could come check out my issue & was told no!! If I wanted to pay them $159 service fee theyd send someone. So much for a warranty!! Next issue my dog peed on the ********** immediately cleaned it up with my rug scrubber, but it left a stain which started as a 2x3 ********* just continues to spread. Its now a 12x18 spot (I wouldnt believe it either if I didnt see it myself). It seems once any liquid gets into the area between padding & carpet it doesn't dry, ever! It just spreads. I also have an issue with the carpet lifting/bubbling in one area because its not stretched correctly (another carpet man pointed that out). This was a huge investment for some really poor quality carpet. I ended up overpaying them too, but unfortunately thats my own fault for not paying closer attention. Charge was $6500, I paid them $8700. It would be nice if they refunded my **************** like them to come see if it was installed wrong, silly me!! I had the carpet professionally cleaned today & I hope that will eliminate the stains. Live & learn!!

  

  Business Response

  Date: 04/30/2024

  Hi Valued Client,

  Thank you for bringing these issues to our attention. We sincerely apologize for the inconvenience and frustration you've experienced with your flooring installation. Your satisfaction is of utmost importance to us, and we are committed to resolving these issues promptly.

  We appreciate your proactive approach in having the carpet professionally cleaned, and we will take this into account as we assess the situation further.

  Regarding the difficulty you've encountered with vacuuming and the unresponsiveness of our customer service team, we deeply regret any miscommunication or lack of assistance you may have encountered. This does not align with our standards of service; therefore, your concerns were immediately brought to our corporate customer service team. Our records indicate you have spoken with a member of our team who has addressed your concerns in detail and has scheduled an appointment for Tuesday, May 14th.

  Once again, we apologize for any inconvenience these issues may have caused. Your satisfaction is our top priority, and we are committed to resolving these matters to your complete satisfaction.

  Thank you for your patience and understanding.

  Respectfully,

  50Floor

   

• Initial Complaint

  Date:04/13/2024

  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.

  Refunding instal & the cost original baseboards iwould make me whole, as no QUALITY standards floors or PADDING was laid, my original baseboard were damaged, leaving cracks and less than standard 8mm when local stores standard are 12mm to 22mm. I paid PREMIUM PRICE several $1k and they advertise FREE installation when $1500+ is spent. Refund iproperly calculated to starti all over, hire professionals to removie inefficient 8mm materials & reinstall 12mm floors with PROPER padding, & new surrounding area baseboards.The quote I sent GM didn't include new bordering, it was only for 8mm not the quality standard of 12mm. My mental anguish is PRICELESS, when I researched flooring company with A+ BBB rating & have been in contact with them since 1st business day of install & was ignored. Until I posted my review. Will consider updating to satisfied when my terms are met.

  

  Business Response

  Date: 04/19/2024

  Thank you for reaching out to us via the Better Business Bureau regarding your concerns. We value your feedback and aim to address this matter promptly and effectively.

  According to our records, you entered into a contract with 50Floor on March 11, 2024, for the installation of Classic Everglades Mahogany laminate flooring. Upon completion of the installation, you verified the product and signed a Certificate of Completion. Enclosed within this BBB complaint, you will find the signed documents for your reference.

  At 50Floor, we pride ourselves on offering a wide selection of high-quality laminate flooring options, including various colors, sizes, and price ranges. Our partnerships with leading manufacturers in the flooring industry instill confidence in both the quality of our products and the excellence of our installation services.

  As outlined in the contract, white quarter round was installed,which is standard practice during flooring installations. It is not uncommon for minor scratches or scoring to occur on baseboards during this process, as noted in line Q of the pre-installation checklist, initialed by you.

  We understand your dissatisfaction and are committed to resolving this issue. Our records indicate that you were previously offered $2,100 in compensation, along with the opportunity to schedule an appointment to verify the proper installation of padding as per the manufacturer's specifications. Regrettably, both offers were declined. However, they still stand should you choose to accept them.

  Furthermore, in accordance with your contract and our Gold Star One-Year Installation Warranty, we guarantee the professionalism and quality of our workmanship. If any further installation service related to the original installation of your flooring is necessary within the first year, we will provide it at no additional cost to you.
  

  We stand behind the quality of our products and installations and remain committed to your satisfaction. Please feel free to contact us if you have any further questions or if you would like to proceed with the offered resolution.

  Thank you for your understanding and cooperation.

  50Floor

  Customer Answer

  Date: 04/21/2024

  Please refund full payment to 50 Floor for install, materials, and the cost to replace my original baseboards that match the other flooring in residence. The refund would make me whole, as no QUALITY standard flooring or PADDING was laid, my original baseboard were damaged, leaving cracks and it is not PREMIUM floors, below standard 8mm as local store's standard is thicker and more durable 12mm to 22mm vinyl or marble. I paid PREMIUM PRICE for best QUALITY and 50 Floor advertises FREE installation when $1500+ is spent. Full refund is properly calculated to start project all over, hire professionals to remove insufficient 8mm cheap materials & reinstall *****mm vinyl or floors with 20 year warranty that protects customers on normal shoe wear, has PROPER padding, & new surrounding area baseboards, yet what was installed only has limited warranty. The wood floors that connected to what was installed by 50 Floor that I've had for years are buckling since 50's install. The quote I sent the ** didn't include new baseboard bordering, it was only for matched 8mm not the quality standard flooring of at least 12mm.

  My mental anguish is PRICELESS, when I researched and found 50 Floor company with A+ BBB rating. Disappointed as I've been in contact with them since 1st business day of install & was ignored, until I posted my BBB review. I can consider updating BBB review to satisfied when my refund terms are met. I can't find out how to update my concern's missing data, but hopefully can find the answers within my 7 attachments. Thanks for your review and consideration of the uploaded documents, referring to Home Construction Consumer Protection Act of home project document guidelines, as requirements are missing so it's Invalid and Voided due full refund. I'm request $6500, as I prefer they not come back to do any more damage.

  Best Regards,

  ****** 4/21/24

  

  Business Response

  Date: 04/25/2024

  Thank you for sharing your feedback with us. We genuinely apologize that the resolution we provided didn't meet your expectations. Your satisfaction is incredibly important to us, and we regret any inconvenience this may have caused.

  While we understand your concerns, we want to assure you that we stand by the resolution we've offered. Our team has thoroughly assessed the situation and believes this is the most appropriate course of action to resolve the issues at hand.

  Respectfully,

  50Floor

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21570803
  4/25/24 at 5:45p I'm sorry, I can't view 50 Floor's response, so I am rejecting response because I can't see any since my 4/21/24 response was submitted and there is a deadline. 

  Please, I don't want 50 Floor back to repair. I have attached 2 quotes with thicker and better flooring materials, new borders, padding, and transitions.
  I am over the age of 50 and considered disabled, so please work with me to resolve this matter with a full refund as soon as possible.

  If an offer based upon my requested terms have been submitted, please let me know in a new and separate response. I hope to avoid legal actions, but have been made aware that it may be an option to receive proper restitution.

  The contractors and quotes received are private communications and off limit under the home improvement and consumer protection acts. They are only to be utilized for submission of services evidence. Therefore, please do not contact or involve potential contractors in this dispute, as they are potential contractors.
  Sincerely,
  B Marks

  IMPORTANT / CONFIDENTIAL/ PRIVATE NOTICE - This message contains information that is subject to client, services, products, Home Improvement, Consumer Protection Acts, and/or confidential disclosure of applicable privacy laws. Noted on 4/21/24 and 3/18/24 submissions, without proper requirements to home improvement document, no money is due a contractor.
  Please note the notice to avoid contacting contractors, person, places, businesses, or entities of quoted installs. Do not copy or forward shared information with anyone outside of BBB without client's legal authorization. Do not share content or any portion of written electronic communications, as all is communication-protected legally.   
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  Dissemination, distribution, copying, or forwarding is strictly prohibited legally. Unauthorized interception of this message violates the ********** Communications Privacy Act, 18 U.S.C. 2510 et seq.  
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  Business Response

  Date: 04/26/2024

  Thank you for sharing your feedback with us. We genuinely apologize that the resolution we provided didn't meet your expectations. Your satisfaction is incredibly important to us, and we regret any inconvenience this may have caused.

  While we understand your concerns, we want to assure you that we stand by the resolution we've previously offered. Our team has thoroughly assessed the situation and believes this is the most appropriate course of action to resolve the issues at hand.

  Respectfully,
  50Floor

• Initial Complaint

  Date:04/10/2024

  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.

  Tile damaged on repair and never fixed.

  

  Business Response

  Date: 04/16/2024

  Dear Valued Client,
  
  Please accept our sincerest apologies for the oversight in not having the issue repaired, and we thank you for bringing this to our attention. We acknowledge that you are in touch with your local market, and an assessment has been scheduled for April 16th to further investigate your flooring concerns.
  
  We are committed to resolving your flooring issues promptly.
  
  Kind regards,
  
  50Floor

• Initial Complaint

  Date:04/10/2024

  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.

  This company must be really struggling or not sure what could be another reason to deceive the buyers like that. The sales guy who came to do measurements for our carpet in November 2023 had a sample of nice carpet on him that is what we thought we were paying for. However, on the day of installation they brought a very cheap bad quality (a lot worse than builder grade) carpet with a terrible chemical smell. When I lifted a corner I could literally see the light coming through the carpet and took pictures. Our old what they call builder grade carpet looked and felt much better quality (attached pictures of both carpet to compare). But it was too late to change the order because our old carpets have been ripped out really quick before I noticed the difference and we needed new carpets that very same day.This company sells really cheap terrible quality carpet that is $0.93 per sq ft at Lowes at triple the price. Their manager was also very unprofessional on the phone and said he could see the difference between the two carpets pictures I sent him but theirs was still the best quality and kept repeating it all over like a broken record. He said just wait till it blooms. Its been 4 months but still no blooming.

  

  Business Response

  Date: 04/12/2024

  Dear Valued Client,
  
  We regret to learn that your experience with our flooring service did not meet your expectations.
  
  Upon reviewing your file, we noted that the product verification was signed before the installation, confirming that the selected carpet was approved for installation. This process provided our client with the opportunity to confirm the product before installation. After the installation was completed, our client signed a certificate of completion,verifying that the installation met satisfactory standards. We kindly ask you to review the signed consumer documents.
  
  As the installation and the carpet, itself are not at fault, but rather a matter of personal preference, 50Floor is willing to replace it with a carpet of your choice by paying only our cost.
  
  50Floor takes pride in the quality of our products and the warranty of our installation. In line with your contract,50Floor provides a Gold Star One-Year installation warranty, ensuring professional workmanship that adheres to the flooring industry's standards. If additional service related to the original installation is necessary, 50Floor will provide this service at no additional charge during the first year following your installation.
  
  We understand your concerns and regret that you are dissatisfied with your experience; however, after a thorough examination of your signed contractual agreement, it is clear that 50Floor has met its contractual obligations as outlined in the attached signed documents.
  
  Sincerely,
  50Floor
  

  Customer Answer

  Date: 04/15/2024

  Thank you for your help in this matter!
  

  As I mentioned the installation crew was moving super quick and our old carpets have been ripped off by the time I saw the quality of a new one. We have two kids who needed their bedrooms to sleep in and we couldnt wait another week or so till 50 floor tries to look into this matter. It took forever to get an hold of their manager that day. Weve been trying since 8 am and were only able to reach him around 2:30 pm.
  All our furniture has been moved and pushed, no major damage just instability or shaking of the beds but I wouldnt want to go through this process again. It took us forever to clear dirt and dust from our windows, walls furniture because they had to scrape the floors and there was huge smoke of dust in every single room. With that being said we absolutely dont want to go through this disaster again and reinstall carpets again as 50 floor offering. All we ask is to adjust the price accordingly to their carpet quality which sells for $0.99 at Lowes not what we paid to 50 floors for it.

  Thank You!

  

  Business Response

  Date: 04/22/2024

  The customer was offered an alternative carpet selection, but chose to proceed with the original installation. 
  
  It should be noted that the installation and the carpet quality are not in question; it is simply a matter of personal taste. 50Floor is prepared to replace the carpet with one of your choosing, charging only the cost price.
  
  We acknowledge your concerns and are sorry to hear of your dissatisfaction. However, a detailed review of your signed contract confirms that 50Floor has fulfilled all contractual commitments as specified in the provided signed documents.
  
  Sincerely,
  50Floor

• Initial Complaint

  Date:03/30/2024

  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 reached out about my flooring warranty and the products they installed is not accurate. I purchased in 2022. We have pets and they walked through to recommended this laminate flooring that are 24 hours water resistant, wear resistance and joint integrity etc. Best for pets. Beforehand they sent people to install the flooring upstair they rushed. The floor looks ok and then when we had pet accidents we cleaned it up right after. However the laminate bumps mostly everywhere including peeled off laminate and scratches even under our bed that there is no accident but bumps? I contacted them in November 2023. They sent somebody to check it out and took pictures. They confirmed that people who installed the flooring did not do the right way. They said that the installer is the problem. The product they suggested is discounted. Before I bought, there is lifetime warranty included.I mentioned that we have lifetime warranty to have it replaced. They confirmed that there have. After that I heard nothing for months. I contacted to follow up every week since November. Nothing action had been taken. They kept telling me excuses. First- not enough staff, Secondly holidays came around the corner, Third they said they submitted vendor to warranty many times and heard nothing. Lastly they said it takes up to 3 to 6 weeks. I goes, It has been months now. Speaking at this moment it has been 4 months now. Nothing happens. I am tired of chasing to correct the situation i have ongoing. It impact my future plans.

  

  Business Response

  Date: 04/08/2024

  Thank you for your review. We apologize for any inconvenience your concerns have caused you. We see you have spoken with a member of our management team and an assessment has been scheduled for Tuesday, April 9th. 

  Respectfully,

  50Floor