Business Profile

Floor Installation

50 Floor

Complaints

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

Customer Complaints Summary

241 total complaints in the last 3 years.
88 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/19/2024
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.
On February 8. 2024, email was sent to ******************* of 50 Floor outlining my dissatisfaction with lack of quality products received on Tuesday, January 30, 2024. 1. Flooring was ordered to "patch" an existing Floor (which was supposed to match existinand 2. Flooring also ordered for a small powder room.On the day if installation was advised by the installer that the flooring for (1) above did NOT match my current flooring. It would not "lock" to existing ************************* was "thicker" than existing floor! Fifty Floor kept suggesting that I use that flooring in my adjoining kitchen by using a transition piece! I did NOT want a transition piece because I wanted the "same" flooring in adjoining rooms (living room, kitchen & dining room!!Ref. item (2) above for powder room, the installed floor had "too many black knots". Original sample did not look like the product that they installed. Lots of black knots on a bathroom floor like f**** on the floor!! I no longer use that bathroom because of the terrible visual on the floor!!Note: -Both samples, were a misrepresentation of actual product. -I paid $761 (half of total bill) the day of the purchase, balance $761 was to be paid after installation. HALF of the product was not installed but 50 Floor only refunded me $11.00 because, per 50 Floor, the minimum sale is $800. That info is not in writing on my receipt. Even if it were they have no right to misrepresent their products. I 'm requesting that 50 Floor refund me minimum of $385 due to my dissatisfaction, ******************************* Fifty Floor did not deliver on the products that were initially represented to me.
Business Response
Date: 02/23/2024
Hi Valued Client,
Thank you for taking the time to communicate to us why our product/service did not meet your expectations. Please accept our sincerest apologies.
The original contract included the kitchen and the bathroom for $1,522 and a deposit was paid in the amount of $761.00 on the day of the sales appointment. An addendum was signed on 2/05/2024 to cancel the kitchen portion bringing your total for the bathroom only to $750.00; therefore, a refund was processed for $11.00 on 1/12/2024. We have provided signed documents for your review.
After further research, we have found that your flooring does have characteristics marks that are part of the product. Those attractive designs are created to give the floor a more natural look, which in turn, adds beauty and value to your home. We have provided photos of our sample boards that is representation of the product,color, feel, and thickness which also includes a photo that shows an overall room look of the product including the knots.

Respectfully,
50 Floor
Customer Answer
Date: 02/27/2024

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:02/13/2024
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.
On day of installation I filled out a form saying I was not satisfied with the work because of molding gaps near doors, the right side of the fireplaces outer hearth sticking up above the flooring, issues with molding around fireplace as it was very sloppily done and my toilet newly rocking back and forth. I spoke with someone in the local office about my complaints who gave me ***** phone number. I contacted **** 12/29/2023. **** came to my house 1/5/2024 and he recommended getting a plumber as there may have been damage to the ****** and said I would be reimbursed. The plumber came 1/7/2024. Total paid for plumber dispatch and toilet pull and reset came to $393.26. I sent a picture of the plumbing bill to **** on 1/8/2024 asking for reimbursement and he said he would send to regional manager and manager of sales. He told me he sent my information to his superiors on 1/5/2024. I contacted **** on 1/22/2024 asking for updates and who else I needed to speak with as nothing was being done about my complaints. He again told me he sent everything to his general manager, ****. He gave me Glens phone number on 1/22/2024. I reached out to **** via text message on 1/22/2024 but there was no response. I called ***** on 1/29/2024 and he answered. We spoke about all of my complaints and he mentioned coming out to look at the flooring and that he would get back in touch with me regarding options on resolving my issues. During our call I texted him the plumbing receipt and pictures of the areas of concern as he requested. I then did not hear from him. I texted **** on 2/1/2024 as I had not heard anything but he did not answer. I texted **** again on 2/2/2024 but he again did not answer. I called **** on 2/7/2024 but he did not answer. I called **** on 2/13/2024 but he did not answer. I would like reimbursement regarding the plumbers fees. I also request someone come and evaluate/remedy the flooring around the fireplace as it is unacceptable.
Business Response
Date: 02/19/2024
Per the signed pre-installation checklist installers will remove and re-set toilets and pedestal sinks; however, if height of flooring changes due to installation of new flooring, a licensed plumber may be required. The customer is responsible for hiring and paying for the cost of professional plumbing services. We have attached the signed document for your viewing. Please see line O within the checklist.
The height of the mantle in relation to the flooring was a product of the existing subfloor and the pre-existing installation of the mantle. The flooring is simply laid over the subfloor; however, 50 Floor has offered to purchase and install any trim of customers choosing.
Respectfully,
50 Floor
Initial Complaint
Date:02/12/2024
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.
Date work began was 01 February 2024. See attachments for detailed issues.
Business Response
Date: 02/13/2024
Hi Valued Client,
We apologize for the issues you have detailed and would like to address appropriately. As mentioned within the attached paperwork, photos were provided; however, we are unable to locate within the complaint. When you have a moment could you please upload any photos that represent your concerns? You may also forward them to *********************************** whichever is easiest for you.
Respectfully,
50 Floor
Customer Answer
Date: 02/13/2024
Photos attached.
Business Response
Date: 02/28/2024
Hi Valued Client,
As of 2/28, 50Floor has returned to dispose of the leftover carpet.

Per the manufacture guidelines, the laminate flooring must have an expansion gap of 3/8 on all sides to maintain consistent perimeter expansion space. An inspection was completed on 2/08 which was determined the flooring has been installed properly and within these guidelines.

50 Floors policy at the front door is to install either rd, shoe molding, or a transition to anticipate the need for an expansion gap; however, per the contact the client elected to not install any rd and would install their own transitions.

We do have the capability to complete a payment via square; however, we understand at time of service we were experiencing internet and equipment issues. We sincerely apologize for this and can understand the inconvenience of not receiving the 1% cash back;therefore, we will be to reimburse our client the $120.00.

We have attached all signed documents for your viewing along with our Gold-Star One Year Installation Warranty.

Gold Star One-Year Installation Warranty - 50 Floor guarantees the quality of workmanship to be professional and in keeping with standards set by the flooring industry. Should further installation service attributable to the original installation of your flooring be required, 50 Floor will return and provide that service at no cost to you for the first year of your floor.
Customer Answer
Date: 02/28/2024

Complaint: 21282197

I am rejecting this response because: Since the installer nailed several of the boards to my subfloor, I am requesting you send assurance you will honor the warranty to repair/replace issues that will mostly likely arise from nailing in a FLOATING floor. If this assurance is received, along with the $120 refund, I will consider this complaint closed with the BBB.

Sincerely,

*********************************
Business Response
Date: 03/04/2024
50 Floor will honor within the guidelines as requested. A refund of $120 has also been submitted. Please allow up to fourteen business days for the refund to appear to your original form of your deposit payment.
Respectfully,
50 Floor
Customer Answer
Date: 03/04/2024

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:02/08/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In March 2022 I had Bamboo flooring layed on the entire first level of my home (4 rooms plus foyer and hallway). I spent almost $11k. In March 2023 I noticed that multiple boards had spaced out throughout my kitchen, foyer and livingroom areas. After much debate, someone came out to inspect (I was charged $100) and then they scheduled a date to fix them.In December 2023 I've noticed that in the same area in the kitchen and living room there are boards spaced out again.I live alone and rarely wear shoes or allow others to wear shoes in the house. There is no reason why this should be happening. I called in December and was asked to send pictures so I did to the customer support email and the manager that I dealt with in March 2023. I received a notification from her email stating that she blocked me. I phoned customer support and was told that the division in my area was permanently closed and was given another email to send my request to. I waited a week or two and called again. This time I was given a different name and told that this manager would contact me. It is now mid February and I've heard nothing.I Would very much like for someone to contact me to please fix my floors or refund my money. I chose Bamboo because it's suppose to last. Not sure if it's the flooring or the workmanship but I shouldn't have to deal with my flooring shifting like this every year.
Business Response
Date: 02/13/2024
We sincerely apologize for the issues you are experiencing with your flooring and want to thank you for taking the time to speak with our regional manager. We are currently working to schedule an appointment to assess the flooring.
Respectfully,
50 Floor
Customer Answer
Date: 02/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
No manager has reached out to me despite my calls and emails. Please note that I live in the *******, ** area and
I can be reached at ************ for more discussion.
Thank you for taking the time to look into my flooring issues.

Sincerely,

***************************
Business Response
Date: 02/23/2024
We are currently still working to secure an installer to schedule an assessment to be able to determine a resolution and we will contact ****************** directly at the number provided within the complaint.
Respectfully,
50 Floor
Customer Answer
Date: 02/23/2024

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: 07/25/2024
This is my second time reaching out regarding the issues with the flooring I initially purchased back in March 2022. I began having a lot of spacing in my kitchen and family rooms. It was fixed in March 2023. In December 2023 I began seeing more spacing in my Kitchen. When I filed my complaint on the BBB site I received a couple responses (complaint #********), the last comment from the business stated that they were looking for a company to come and devaluation the flooring however I have not heard from anyone from 50Floors. This was in February 23,2024. This is ridiculous! I chose what I thought was a reputable company and what I ended up with is a company who wont stand by their product. Im soo disappointed and upset about the amount of money I spent.

Business Response
Date: 07/31/2024
Good day ****************** and thanks for taking my call. We plan to offer a solution to this issue and sincerest apologies for the delays thus far. We value your business and thank you for being in the 50Floor family!
Initial Complaint
Date:02/01/2024
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.
On 12/28 a 50floor salesmen (*********************) come out per our request for new flooring. We paid 1/2 of full payment. He suggest that we purchase 1/4 round. I asked what is a quarter round? He described and pointed around the entire area of install. I specifically pointed to the metal strips that are adjacent to the wood and kitchen tile (I pointed to the 2 metal pieces already in place) Paid 1/2 $1,059.72 On 1/11/2024 the installers arrived. We had removed 90% only the coffee table and TV and TV table in which they took the cords out incorrectly we went 24 hrs with no TV service bc they broke the cord.They removed all of the carpet, foam, and the 2 metal pieces that separated the carpet and tile and wood flooring.My husband arrived a saw the project to finish. When I arrived back home I asked my husband where's the 1/4 rounds. I phoned and emailed several times. Speaking to ***** she first state I did not purchase 1/4 rounds then I requested her to view my contract. Then she sched someone to come to install the 1/4 rounds. On 12/28 to my surprise he showed me what a 1/4 is and what I am requesting is 'transition' pieces. I stated but they threw them away. I called and emailed customer service again. ***** stated in her call to me on 2/01/2024 they threw them away as trash, we can look for them in the trash and you have to re install them yourself. I expressed that I have been mislead and lied to because you all never described the 'transition' pieces not to be 1/4rounds. Therefore the installers pulled up the 2 pieces threw them away and now telling me you will not return them. I stated that they stole both transition pieces bc you all will not find nor replace my property back where they found it. ***** stated its trash and we will not return them nor replace them. I have emailed, phoned them several times. Today 2/01/2024 ***** stated that they considered my transitions pieces trash they are not going to return nor replace them. My Contract ID#********** .
Business Response
Date: 02/07/2024
Hi Valued Client,
We apologize for any inconvenience caused by this issue and appreciate your review. As of 2/06 new transitions have been installed. If you have any questions, or need any further assistance, please do not hesitate to contact us at ************.
Thank you for bringing this to our attention.
Respectfully,
50 Floor
Initial Complaint
Date:01/26/2024
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.
The photos attached show some of the issues. The carpet has a 20 year warranty and the installation is guaranteed for 12 months. Since April of 2023 Ive been speaking with this company via text, email and phone. *** scheduled appointments to have them come to the house as well. Every time they request information, apologize and assure me that **** be rectified. They then stop responding and miss their appointment. I feel as if they are trying to delay until the installation warranty expires, that way they do not have to fix the issues. My goal is to receive what we agreed upon and for them to honor their warranty.
Business Response
Date: 01/30/2024
Hi Valued Client,
We apologize for any inconvenience these concerns have caused you, but we thank you for your review and bringing this to our attention. We see you have spoken with your local market who has completed an in-home assessment regarding the issues and currently working toward a resolution.
Respectfully,
50 Floor
Initial Complaint
Date:01/25/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
During the first week of December, I was cleaning and shredding papers. I came across a 2022 purchase order sheet from 50 Floor. I did some research and saw that I was never refunded ***********. I've attempted to call the ***************, ******** location where I initially ordered my carpet but was informed location was permanently closed. I had explained my situation to several representatives as well as, ***. I guess *** is some type of manager/supervisor. I ordered carpet in 2022 and canceled the order. I was informed I could get a refund on my deposit minus restocking fees on the grand total. I've called and left several messages with no response or resolution. Listed are records of my communication with 50 Floor representatives 12/04/2023, 12/08/2023, 12/12/2023, 12/13/2023, and 12/14/2023.I think it's very unprofessional and shows a lack of interest in resolving my issue. I've attached my supporting documents of the deposit along with an additional deposit that was made on a later date. I'm requesting a refund of ***********.
Business Response
Date: 01/26/2024
Hi Valued Client,
We sincerely apologize for any confusion or inconvenience this issue has caused you and we appreciate you bringing this to our attention. As notated in the complaint our policy does state that you were to be refunded your deposit minus the restocking fee; however, because of a clerical error on our part we will happily refund the entire amount of $1,800.
Please accept our sincerest apologies for the lack of communication and we will be sure to address this with our team to ensure this does not happen again.
Please allow up to fourteen business days for the refund process to be completed.
Respectfully,
50 Floor
Customer Answer
Date: 01/26/2024

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:01/22/2024
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.
50 floor installed my flooring in 2020. Less than a year later the floors were cracking and peeling up. I called and they sent someone out and they said that it was a manufacturer defect and sent someone out and replaced all of my flooring again. Less than a year later the floors were doing the same exact thing bit this time 50 floor kept bouncing me around and telling me that they were going to send someone to my house to inspect. No one ever came to my house and I have been going back and forth with them until a few days ago they told me that their system has changed and they do not have any of my information anymore. They are saying that they sent someone out to my house and that they have found it to be an installation issue this time. The problem with that is they have pushed it off so long and the "installation" is only covered under warranty for a year so now they are telling me that if they come out to look at my floors it will cost money and if any repairs need to be done that I will have to pay for them. At this point I can not deal with them anymore, all I wanted was more floors to be fixed but now I want a full refund for something that is falling apart.
Business Response
Date: 01/29/2024
Thank you for your review and bringing this to our attention. In order to provide an appropriate resolution, we see you have spoken with your local market and have scheduled an assessment for February 1st.
We look forward to bringing a resolution to your flooring concerns.
Respectfully,
50 Floor
Customer Answer
Date: 02/02/2024

Complaint: 21179994

I am rejecting this response because: 50 floor is still saying that the claim is going to be denied. Now they are claiming that it has to be water damage. Waiting to hear from a manager. This is the second time that my floors have needed to be replaced and this time they keep changing the reason so that they do not have to accept the claim.

Sincerely,

*********************
Business Response
Date: 02/05/2024
As previously stated, a replacement was completed at no cost to our client within the warranty guidelines on 4/1/2021 and have attached signed supporting documentation for your review.
50 Floor does understand your concerns and are very sorry that you are not satisfied with the results of the assessment performed on your floor on February 1st, ****; however, moisture related damage is a site related issue and would void the product warranty. 50 Floor can provide a discounted estimate for the cost of the replacement of the flooring; otherwise, 50 Floor has completed its contract agreement.
Please review your one-year 50 Floor warranty below:
Gold Star One-Year Installation Warranty, 50 Floor guarantees the quality of workmanship to be professional and in keeping with standards set by the flooring industry. Should further installation service attributable to the original installation of your flooring be required, 50 Floor will return and provide that service at no cost to you for the first year of flooring. ***This warranty is valid only for the original owner-occupied residential installations performed by a 50 Floor authorized independent contractor and will be invalid if the flooring condition is due to improper maintenance of cleaning, abuse, excessive moisture, vandalism, or alteration.
Respectfully,
50 Floor
Initial Complaint
Date:01/18/2024
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.
Floors coming apart through out my home. Snapping, popping and movement. Floor panels curling up causing gapping between planks. The last time I spoke with 50 Floors was 3months ago when they finely sent their assistant manager of the installation department to my house to look at the flooring he agreed there was a problem and he would get back to his boss, ************ and he should be intouch with me the next day. Needless to say, I've never been contacted by anyone. I have called, text and emailed. Please help
Business Response
Date: 01/24/2024
Hi Valued Client,
We are very sorry to hear you are experiencing issues with your flooring. We see your flooring installation was completed in good standings on July 8th,2022, and a service repair to address your concerns was completed on 9/22/2022.Please take a moment to review the consumer signed supporting documents.
Per your contract, 50 Floor offers a Gold Star Installation warranty which guarantees the quality of workmanship to be professional and in keeping with standards set by the flooring industry. Should further installation service attributable to the original installation of your flooring be required, 50 Floor will return and provide that service at no cost to you for the first year of flooring. Please keep in mind this warranty has expired and a repair service could result in a cost to our client if applicable;however, to be able to provide a suitable resolution to your flooring concerns,50 Floor has scheduled an assessment for February 2nd and will waive the fee for this assessment.
We also offer extensive residential manufacturers warranty on all hard surface products. If the results of the assessment allude to a claim, one will be submitted by 50 Floor on our clients behalf.
Thank you for bringing this matter to our attention and we look forward to bringing a resolution to your flooring concerns.
Respectfully,
50 Floor
Initial Complaint
Date:01/10/2024
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.
I had carpet installed on my stairs last may and the installation was very poor. The carpet only touches the walls one side, leaving gaps all the way down the left wall. I reached out to customer service to resolve the issue, however, they just sent my complaints to the installer, who then came to my house and confronted me on my complaints. They said nothing can be done to fix the issue and left. Every day I look at my stairs I regret hiring 50floor. The only solution is to replace the carpet.
Business Response
Date: 01/15/2024
Hi Valued Client,
Thank you for your review and bringing this to our attention. We would like to address your concerns and schedule an appointment; however, we have been unsuccessful in reaching out by phone, but was able to leave a voicemail. When you have a moment, please return *******, a member of our customer care team's call at ************.
Thank you and we look forward to speaking with you soon.
Respectfully,
50 Floor
Customer Answer
Date: 01/22/2024

Better Business Bureau:

50Floor reached out to me and schedule a carpet replacement for free by a different installer. The replacement has been completed and looks amazing. Thank you 50Floor.

Sincerely,

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

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