Complaints
This profile includes complaints for 50 Floor's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 240 total complaints in the last 3 years.
- 88 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/18/2024
Type: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 6/13/2023 ***************************** with 50floor came out to measure rooms, discuss pricing, and the initial consult to have our floors redone. We discussed how part of the floor was uneven at the master bedrooms door and had a pad underneath to keep it even. She assured us the flooring installers would level it out that it *** just cost a little extra or they *** just leave the pad and I told her I was fine with it. We went into contract that day. The flooring was ordered and they came out and completed the job on 7/12/2023. We did notice a slight unevenness in the floor at the master bedroom as previously discussed but the flooring was staying together. Come January 2024 we started noticing the flooring was separating and no longer interlocking. We also noticed an area in the living room that started to pucker up and was split in a section. The contract and their website states We will repair or replace any areas that *** have issues due to installation for a full year from your installation date. And Our trusted major manufacturers provide lifetime warranties against defects, normal wear or structural integrity with stain, damage and water/ pet accident protection warranties ranging from 15 to 50 years. *** attempted to email them on their website several times, me and my husband have both called the ********** office to only be told the manager is out or didnt answer the phone and will give us a call back when hes back in office. On one call I asked the woman that answered if they get the emails we submit on the website and she informed me they filter through them and send them to the person it needs to go to and it can sometimes take several days. Ive been trying to reach someone about these issues for 3 months and have yet to speak to someone about any resolution. The most previous time we called we got no answer. Its been less than a year and its worrisome these issues are already present.
Business Response
Date: 04/10/2024
Thank you for your review and bringing this to our attention. We see an inspection has been scheduled for Tuesday, April 16th to assess your concerns and we look forward to bringing a resolution to this matter.
Respectfully,50Floor
Customer Answer
Date: 05/31/2024
Complaint: 21445273
I am rejecting this response because: *** from 50floor did contact me by phone on April 9th and asked that I text pictures of the problem areas and they did end up sending someone out to access the floors on April 18th. They said they would need to order more flooring and once it came in theyd be back out to fix the issue and notified us wed need to move the furniture out of the way and the flooring takes about 2 weeks to come in. Ive heard nothing since then so I texted the number *** gave me on May 28th and asked if there was any update and also tried to call the alternate number he originally called me from and did not get an answer. At this point its been 6 weeks since they said they be back to do repairs with no communication.
Sincerely,
*****************************Business Response
Date: 06/07/2024
We appreciate you informing us about this issue. We understand that you have already spoken with your local market, and we have scheduled an appointment for Friday, June 14th to complete the necessary repairs. Thank you once again for bringing this to our attention.
Respectfully,
50Floor
Initial Complaint
Date:03/18/2024
Type: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 purchased flooring and installation for my entire home from 50 Floors and the flooring was as expected and the installation was also mainly as expected with my sales person staying involved to help make the experience less stressful. The problem occurred because the installers got material into the upper part of my pipe when reinstalling the master bathroom toilet. After one day the toilet was clogged and could no longer be flushed due to the backup on Saturday. I called a plumber to the house and once he removed the toilet he could see the material clogging the top part of the pipe just under the toilet. He reached into the pipe and removed the material and then he reinstalled the toilet. He gave us a sample of the material in a plastic bag and in his report he states his findings. His findings, the sample, and the clog occurring when it did and why it did all show that this was a mistake made by the installations crew. They got material in the top of the pipe during the installation of the floor while they had the toilet removed and did not remove the material before reinstalling the toilet causing it to clog. I have tried many times to speak with the person who has the authority to reimburse me for the plumbing cost but he has not contacted me. I have spoken to both the installation manger and my sales person by phone and text about this problem and they have told me that the company will stand by their work and that they will contact the person I need to speak with and he will contact me. I have stated if they would like to see the bill, *******'s repost, and sample of the material left in the pipe by the installation workers I have all of this available. I have been assured numerous times that they have contacted him and that he would be contacting me soon, but he never has called, e-mailed, texted, or tried to contact me in any way to my knowledge. All I am asking for is to have the bill I received from the plumber reimburse. I am not asking for anything for my time (all of Saturday wasted) and not being able to use my toilet. This has been going on for several months now and I have been very patience but it appears that his is not going to contact me and correct his company mistake so further action is required. The resolution is reimbursement for the plumbing bill without further delay.Business Response
Date: 03/19/2024
Thank you for your review and bringing this to our attention. We sincerely apologize for any inconvenience this has caused you, especially the lack of communication on our part. Could you please attach within this complaint the invoice, plumbers report, along with photos of the material left in the pipe for further investigation?
Respectfully,
50Floor
Initial Complaint
Date:03/14/2024
Type: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.
In late December 2023, 40 Floors sent a rep to our house and we signed an installment agreement for flooring for 5 rooms in our house for approximately $7,300 and we have made around 4 payments of $600 each.They sent installers and out the flooring in. Only one of the installers spoke English so communication was almost impossible as he left our job site to attend to another. He left the others working at our site.They installed flooring and put quarter rounding in. I wanted all of the quarter rounding stained and they put in some that was white. The main issue is that in one bathroom they did not seat the toilet correctly so it has leaked and the flooring is backing up.Note they did come back and fix one bathroom.I have reached out continuously to our contact about the other bathroom via text and phone and have had no response since January. He said he would get back with me once the weather cleared and I have heard nothing.Business Response
Date: 03/15/2024
Hi Valued Client,
Thank you for bringing this to our attention. Please accept our sincerest apologies for the lack of communication here. We have noted that you have discussed a resolution with a member of our customer service management team. ********************** will order the materials needed to repair the damaged flooring in the bathroom and will ensure the toilet is properly reinstalled. Additionally, 50 Floor will replace any installed white quarter round with stained quarter round as necessary.
Respectfully,
50Floor
Customer Answer
Date: 03/17/2024
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,
***** And *****************************Initial Complaint
Date:03/11/2024
Type: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 contracted with 50 Floor to install ~900 sqft of vinyl flooring and ~400 sqft of carpet in November/December 2023. I was told that the vinyl flooring would be delivered to my home and I would need to store it inside at least 24 hours prior to installation. I never received the flooring. The installer showed up (Dec 2023) alone, even though the installation was supposed to include 2 installers. He had the flooring in his truck. He began the installation without allowing the materials to acclimate to the inside of my home. I began noticing gaps in my flooring in Feb 2023, I contacted 50 Floor. I was told they would have the installer come to inspect. The installer never showed up on the scheduled day/time. Instead he came several days later, unscheduled and unannounced and when I was not home. After calling, I was told i would receive a call to reschedule. I didn't get a call. I began contacting 50Floor, spoke to several people and everyone promised me a call back, resolution, something I never received anything. I finally spoke to someone who told me the ******* office was closed permanently. I was told to send pictures of my floor, which was now much worse. he emailed me back and said he would order flooring and I would receive $250 to secure my own installer and pay the installer directly. I told him I was not willing to do that. My contract doesn't stipulate that I would need to find someone to repair the mistakes made by their installer. I was again promised a call back and didn't get one. After many calls again, I was finally told I would be dealing with one gentleman. After following up with him week after week, he shipped materials to my home and said he was working to secure an installer in the area for me and other customers. After calling several times again, I never received a call back or response. The company did not follow through with their commitment or warranty on the work I paid for. I want a reasonable refund for the inconvenience, breach, and repair of my floors.Business Response
Date: 03/18/2024
We sincerely apologize for the frustrating experience you had with our company and want to take a moment to thank you for bringing this to our attention as this is certainly not the level of service you deserve. Our records show, **** our customer service manager was unsuccessful in reaching you via phone but was able to leave a voicemail. Please return his call at your earliest convenience at ************. Thank you, and we look forward to bringing a resolution to this matter.
Respectfully,
50FloorInitial Complaint
Date:03/08/2024
Type: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 purchased new flooring (7-3-20)for my entire condo with no room transitions. (Because I am getting up there in years and I kind of shuffle when I walk and trip in the air if you know what I mean). On 1-4-21 I call customer service with problems. Corners ********************* not locking like suppose to)coming up and 1 even broke off. Took pictures and sent them in. They came out claimed it was fixed but because this floor is not locking its worse. The company has closed the ******** customer service and the phones ring in la la land. I saw a commercial and called in saying I want a new floor. Then I told them the problem. They sent out a representative 1-22-24 to look at my floor *************** said he will send *********************, General Manager1-877-503-5667 as soon as he gets back to the office. Then I call Alex ************** he said he would send the report again. Its clear that this flooring is a manufacture defect - no longer selling - discontinued. So I think they should remove this flooring and relay something of an upgrade quality that I paid for $19,649.33.Business Response
Date: 03/14/2024
HI Valued Client,
We are genuinely sorry to hear of the frustrating experience you had with our company and want to take a moment to thank you for bringing this to our attention as this is certainly not the level of service you deserve. Our records show, **** our customer service manager was unsuccessful in reaching you via phone but was able to leave a voicemail. Please return his call at your earliest convenience at ************. Thank you, and we look forward to bringing a resolution to this matter.
Respectfully,
50Floor
Initial Complaint
Date:03/06/2024
Type: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 purchased a whole house of flooring from 50 Floors in September 2022. The floors were installed in October 2022. I had *** installed downstairs and carpet installed upstairs. I had to have the carpet replaced in January 2023 because the carpet was defective. I have had issues with the *** separating ever since it was installed. I questioned after the installation about the gaps at the edges. Installers explained it was a floating floor. These gaps were large. The shoe molding covered the gaps. But the floor continues to separate. I have had 50 Floors out to close the gaps numerous times. The last time they were here to fix issues was November 1, 2023. These are the same places that keep separating. I have one board with a 2 inch gap and another board with a 1 inch gap in my kitchen. I have tried repeatedly to contact the company and no one will return my calls or emails. I have contacted customer service and they have not responded. Any help is appreciated.Business Response
Date: 03/08/2024
Hi Valued Client,
Thank you for taking the time to communicate to us why our product/service did not meet your expectations. We understand you are in communication with your local 50Floor office, and an assessment has been scheduled for March 13th to address these concerns. Thank you for bringing this to our attention and we look forward to bringing a resolve to your flooring matters.
Respectfully,
50 Floor
Initial Complaint
Date:03/01/2024
Type: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 carpet they put down was the wrong carpet an now the seam in the living room is showing more an more everyday I call them an they came out for the incorrect carpet said it was the right one an left now the seam is showing an looks back. They offered me $200. Or pick another carpet a pay again I cant I am on a fixed income an saved many years to get new carpetBusiness Response
Date: 03/05/2024
On 2/27 50 Floor completed an in-home appointment (after the installation was complete) bringing the sample board to confirm the correct carpet was installed according to the signed contract. Customer signed the product verification verifying the correct carpet prior to the installation. We have included the signed contract, COC, and product verification for your viewing. As a customer courtesy we offered a $200 discount or choose a different carpet at a discounted cost minus the labor.
In keeping with the Gold Star Installation Warranty, we will schedule an additional appointment to assess the carpet seam concerns.
Respectfully,
50 Floor
Initial Complaint
Date:03/01/2024
Type: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.
Got LVT installed feb 8th and 9th.Floors started coming apart and leaving huge gaps. Got them Re-done April 27th (had to take off two more days) not to mention move my whole house out again. The sticky tape they put around the edges to hold my floors in place has my dogs hair stuck to it and I cant get it off.I have huge gaps all through out my house where the floor didnt lock even after they fixed it. The floor has several pieces where the edges poke up. Shoe molding is all jacked up bc they took it off to redo the floors then put it back on. So there are marks and scuffs and chips all in it. There are gaps under all of my door frames. Its about an inch gap from the bottom of door frame to the floor. Financed ****** Got an email stating I would get a full refund on 1/31 and still havent.I had been working with *********************** but he is no longer there. Called Fri 23rd and ******* said he would call me back within the hour. Never heard from him. Called back Monday and he asked me to send him pictures of the floor and the email I had stating I would get a full refund. He said he would be back in contact with me Tuesday. Still have not heard anything. My lawyer has advised me to go to small claims. Will be filing my claim Monday. So over this company. I own my own business and would never treat a client this way. I will spread the word to everyone I see how 50 Floor has done me.Business Response
Date: 03/05/2024
Hi Valued Client,
Please accept our sincerest apologies for any inconvenience this issue has caused you and we appreciate you taking the time to speak with our regional manager regarding your concerns. In keeping with your Gold Star One-Year Installation Warranty, 50 Floor has offered to complete a replacement of your flooring.
Respectfully,
50 Floor
Initial Complaint
Date:02/28/2024
Type: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.
Today marks 1 month since 50 Floor ripped out my flooring and STILL has not installed new LVT. Yes, one full month of walking on subfloor and not having my upstairs bathroom. If you are considering this company, this is your sign to get as far away from this company as possible. Here is my unfortunate (and unresolved) experience with them.Business Response
Date: 02/29/2024
We would like to apologize for your recent experience. We pride ourselves on our customer service and the high-quality standards we maintain. We understand that your home and time are of the utmost importance and that you have placed your trust in 50 Floor to add beauty and value to your home. After looking into your file, we see you and the 50 Floor management team have been in contact and scheduled an in-home appointment for 3/01 to discuss the situation and bring a resolution to this matter.
Please accept our sincerest apologies for the inconvenience this has caused you.
Respectfully,
50 Floor
Initial Complaint
Date:02/20/2024
Type: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 50floor come and do a free consultation. The salesman explained to me the fees. I tried to sign up through there credit financing and was not approved. I told the man I can try with my mom but she needs to be there. He then would not leave until I gave him money he started with )$1000 I finally said I can give you $200 I felt pressured in my own home. I told him I did not recover a receipt he said it will arrive soon. After he left I immediately contacted 50floor to make a complain about this guy and was promised a refund. They put me in contact with an Ericand he has ignored my emails since.Business Response
Date: 02/20/2024
Hi Valued Client,
We would like to apologize for your recent experience. We pride ourselves on our customer service and the high-quality standards we maintain. We understand that your home and time are of the utmost importance, and we will be sure to address this issue internally.
Our records indicate your contract has been cancelled a refund check of $200 was processed and mailed on 2/19. Please allow up to ten business days for the delivery to be completed.
Respectfully,
50 Floor
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