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.

  601 Bricksteel Ln Garner, NC 27529-9659

  
• 

  50 Floor

  818 Bluecrab Rd Newport News, VA 23606-4219

  
• 

  50 FLOOR

  561 Brick Church Park Drive Nashville, TN 37207

  
• 

  50 Floor

  2868 E Kemper Rd Cincinnati, OH 45241-1820

  

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:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We got our floors done in June 2022. We were advised from the rep that it was life time warranty. We have places of the luxury vinyl plank coming up and breaking off. On parts of the floor where there is not even heavy traffic. We also dont use a closet much because it has all of Christmas stuff in it, when I opened the closet, I noticed the work was never done. Yes we signed a contract on the floors stating everything was done. But this was an accident miss since we dont use that closet and everything looked great. Last year we didnt use that closet due to a death in the family and we didnt celebrate Christmas. I called the office for 50 Floors and the girl I spoke with in the *******, just didnt care and advised its been a year and I signed a contract. The workers knew what they did because they put a transition piece down and the floor wasnt finished. Im just asking for someone to come finish it. Also they want to charge me for someone to come look at the pieces that are tearing up, when I was told there is a life time warranty. And now Im being told its only a year warranty. This is not how you treat customers.

  

  Business Response

  Date: 12/19/2023

  Hi Valued Client,

     We would like to apologize for the experience you have detailed as this is not consistent with our company's standard of customer service. Our records indicate you have spoken with your local market and currently addressing the issues including the closet and have scheduled an in-home assessment for 12/27.  

  Thank you again for bringing this to our attention and we look forward to bringing a resolution to your flooring concerns. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 12/19/2023

  Waiting for the business to come out and make things right. Have a appointment with them on the 27th of December 

  

  Business Response

  Date: 01/05/2024

  Assessment completed on 12/27 found additional materials are needed to be able to complete the repairs which is scheduled for 1/12. Thank you again, for the bringing this to our attention.

  Respectfully,

  50 Floor

• Initial Complaint

  Date:12/17/2023

  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 my floors done by 50 floors a year ago and less then a month later they started to bubble in numerous areas. After several attempts to contact the store and receive help so they could repair them, they never returned a call! Last month I tried a different approach and scheduled an estimate for my stairs and downstairs of my home hoping that when they showed up I could bring up the issue upstairs, yet again I was disappointed as they never showed up. I scheduled another estimate and again the same result. When I called the local store I was able to get a hold of someone who told me that they didnt service *****!, but they advertised they do and they just did my floors last year. I asked her what was I to do to get my floors repaired and what happened to my warranty as well? She assured me that she would send the message to the store manager and they would return my call, again I was ghosted! I paid so much money to get my floors done and I was even going to give them the business for the remainder of my home and they let me down! Im very upset that this is unresolved and they continue to advertise they service ***** and they clearly dont! They dont care and have no business ethics whatsoever, their customer service is non existent as well and they have no business being in the business to make home owners dreams come true! My husband and I saved the money and took time from work to get it all together and done and we have bubbles in our floors and no warranty now either and I think its truly unprofessional the way they conduct their business!

  

  Business Response

  Date: 12/22/2023

  Hi Valued Client,

      We are sorry to hear about the challenges you have had during your recent flooring experience; however, we appreciate you bringing this to our attention. We see you have spoken with a member of our management team and an assessment has been scheduled for ******* 3rd.

  Thank you and we look forward to bringing a resolution to your flooring concerns. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:12/14/2023

  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 two rooms of hardwood flooring in our home in February of 2022. A few days later our front door was dragging on the wood. Two men came out, removed the door and sanded the bottom. A week or so later, it was dragging again. I was made to feel like it was somehow my fault. Nothing was done so I filed a BBB complaint. 50 Floor then called me to ask if I would remove the complaint if they satisfactorily fixed the problem. I agreed. Another rep came and cut off the bottom of the door which solved the problem. Now two board are buckling upward in the other room. I have contacted them repeatedly and have received no response. I talked to an actual person who told me to email a photo of the problem and a woman would call me that night or the next morning. I heard nothing so I sent her another email asking when I should expect to hear from her. I have heard nothing.

  

  Business Response

  Date: 12/18/2023

  Hi Valued Client, 

    We sincerely apologize the concerns you have been experiencing with your flooring and we want to thank you for bringing this to our attention. We also apologize our attempts to reach you at the email we had one file was not the most updated. 

  We see you have spoken with your local market and have scheduled an assessment for December 26th. 

  Thank you and we look forward to bringing a resolution to your concerns. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:12/12/2023

  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 entered a contract with 50 floor to have 3 bedrooms and two closets upstairs in my home carpeted. I was told the total would be $ **** dollars which have been paid. I have 2 issues one is that the carpet is not the quality I was led to believe I was paying for, unfortunately the way they do business makes that very hard to prove so I will have to live with that. My second is they did not order enough carpet due to a measuring mistake and had to leave one bedroom halfway done for a week while they ordered more carpet and the manager tried to act not only like I played a part in the mistake but that I got a closet carpeted for free so I should be happy. Never an apology nor even a thought about a discount for my inconvenience as I had a house full of company because of the holiday. Each time you would call they would put it off on another manager to tell you they didnt intend to do anything to make up for their mistake. Their salesman was your best friend until payment was received and then was totally unreachable.

  

  Business Response

  Date: 12/13/2023

  Hi Valued Client,

     We want to extend our sincerest apologies concerning the material shortage which occurred with the process of your floor installation. We see the installation was completed in good standings on 12/07; however, we pride ourselves in maintaining the highest quality standards of our customer's *********************** installation along with providing exceptional customer service; therefore, we will be sure to address these issues internally and also provide a refund to our client of $200 for any inconvenience this may have caused. 

  Once confirmed, please allow up to 7 to 10 business days for the refund to be processed to the original form of payment. 

  If you have any questions, or installation related concerns, please do not hesitate to contact us at ************.

  Respectfully,

  50 Floor

   

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20999566
  
  I am rejecting this response because:
  I do appreciate that you are making an attempt however I do honestly feel that a 10% discount is not to much to ask on my part. Honestly I feel that I deserve far more than that due to several factors however I am willing to accept $300.00 to bring this to a close. I hope that you can see my side to this and we can both part mutually satisfied. Thank you for your response.

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

  

  Business Response

  Date: 12/14/2023

  Thank you for your feedback. After careful consideration of your contract and details of the complaint, we respectfully decline the offer to compensation in the amount of $300. We appreciate your feedback, but we do not believe it is in the best interest of our company and we would like to honor our previous offer of a $200 refund. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20999566
  
  I am rejecting this response because: I feel what Im asking for is more than reasonable, however since you dont and I dont feel your offer is fair why dont we meet in the middle? $ 250 that way we are both compromising! I also very strongly feel there was a bait and switch done with the carpet. Yes it is the same carpet but just a much lower quality than what I was shown. Is there a way that are able to prove that the sample I was shown and what I was given are the same quality?

  thanks

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

  

  Business Response

  Date: 12/19/2023

  We will accept the $250 refund as a customer courtesy to bring a resolution to this matter. We can confirm the sample shown during the in-home consultation is from the same product line which is ordered directly from the manufacture. We stand behind our product, quality, and warranties; however, we have provided the contract, ordering details, product verification, and certificate of completion for your review. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 12/19/2023

   
  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:11/15/2023

  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.

  Back at the end of Feb beginning of March 2023. **** the sales rep with 50 floors came to our home. He showed us flooring samples that he had and measured our house. We originally had items samples from a couple of other flooring places that we shared with him as well. Telling him our likes and dislikes about the floor. Our biggest dislike was the big scenes that showed in between the floorboards. He informed us the floor that we liked wouldnt have seems theyre not like the other companies floor. these are better grade a floor better made and you will not see the seams. With that being said, we were excited and signed a contract to move forward installing our floors. Installation was at the end of March. I believe it was the 30th and 31st. The installers are wonderful. They were quick very quick professional and feel like they completed the job very fairly. It took me a little while maybe over a month or so to start really noticing all of the seams in the floor vertically and horizontally and pieces were it look like it was starting to pop up or peel. I reached out to 50 floors And sent pictures emails text messages phone calls. Only to have about 44 months pass before they even sent anyone to my home. They sent two of the younger guys from the install department to come take a look at my flooring. These guys could do nothing. They called the head of the install ****** and spoke to him and I didnt understand everything because they werent using English at all times. But at the end of it I was told ****** was going to come out and look at it . ****** came out and he agreed it wasnt an install error, but that there could be a defect in the quality of the flooring itself. He was going to pass that along to the office as time went on. I kept calling and getting excuses why your manager couldnt come out no one was in the office they were on vacation . Excuse after excuse. Finally, ******* came out last week said that was how the floors were supposed to look

  

  Business Response

  Date: 11/21/2023

  HI Valued Client,
  
  We are sorry to hear you are less than satisfied with your flooring experience. After speaking with our sales-representative it was verified the product was being compared to another product that had a micro-beveled edge which creates a visual impression of differentiation between planks. This is not carried throughout the installed luxury vinyl which consists of a square edge; however,seams cannot be 100% invisible.
  
  An assessment was completed by both the installation team and a member of our management team, which both determined there are no installation-related errors or material defects.
  
  We see the product verification was signed prior to the installation along with certificate of completion confirming the installation was completed in good standings. Please take a moment and review the consumer signed documents along with photos taken during the assessment.
  
  If you are experiencing any installation-related errors, per your contract, we will happily address these issues.

  Respectfully,
  50 Floor

  Customer Answer

  Date: 11/26/2023

   
  Complaint: 20876899
  
  I am rejecting this response because:

  The only attachments I see are the sheet that I signed upon walk thru of my home with the installer.  Which was primarily based on if I felt the installers did a good Job.  I also see 3 of the tons of photos I sent attached.

   

  i have a huge issues with being flat out lied to by the salesperson. He did see the sample I had in my home and told both myself and my husband that we would NOT SEE SEAMS.  Apparently, the samples we had werent the exact as the pieces of paper we based our purchase off of.  We CLEARLY shared our wants with **** and that was not what we were given.  
   reached out the 50 floors within 3 months to start discussing some of the issues that were very evident.  I sent lots and lots of pictures, made lots of call and sent at least 40 texts messages.  After sending out the young guys who did the install and then sending out ****** (installation company). And in NOVEMBER finally a 50 Floor representative comes to my home.  To tell me that that was how the floor was to look and he would have to talk to the rep about they was he explained the flooring to us .  November is too late for that.  Extremely horrible customer service.  Urghhhh

   

  we will say that the floor design/coloring/pattern and texture are what we were totally looking for and have no issue with that.  It is flat out the seam and how they line up .  And to make matters worse how we have gotten the run around for a minimum of 5 months. **************** is HORRIBLE and the way we were LIED to in my home by the sales rep.

   

  i am beyond disappointed!!!

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

  

  Business Response

  Date: 11/28/2023

  While it is great to hear you are happy with the design,coloring, and pattern, we are very sorry you are unhappy with the seams;however, 100% invisibility of the seams is simply not a possibility and would not have been promised by our seasoned sales representative. As previously stated, our luxury vinyl flooring was being compared to a micro-bevel edge flooring and after speaking with our General Manager and sales representative we stand behind our initial response.
  
  During each assessment it was determined and discussed the flooring was installed correctly and within industry standards. Additionally,dislike of individual plank seams which are part of the characteristic of the product does not warrant a refund or full replacement.
  
  A product verification was signed prior to the installation acknowledging the correct flooring was installed and your signed certificate of completion showed no issues which was determined during a final walk-through;therefore, 50 Floor has completely fulfilled the contractual agreement signed on March 17th, 2023.
  
  We want to add that in keeping with your Gold Star One-Year Installation warranty should any installation related issues arise within 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 flooring.
  
  Kind Regards,
  50 Floor

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20876899
  
  I am rejecting this response because: I am not satisfied with the response from 50 floors.  The seasoned sales representative definitely told us we werent having seams.  I dont care what floors we showed him, we were showing him what we were looking at and the things we liked and didnt like.  The fact that floors should have seams in some spots and not in others is unacceptable.  Completely inconsistent and for the manager to say that is how is should look is total BS.  Because I signed a document that said I was satisfied with the installation doesnt say I was happy with the final look of the product, two different things.  Again, here are more photos~ you can see where the seams are so evident and where they are not.  I will NEVER get the seams cleaned and they are going to be more visible over time.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/04/2023

  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.

  We have tried contacting the company to resolve and issue they are well aware of. During insulation, the company caused damage to my framework and also my furniture. I contacted the manager and he was well aware of the situation and came out to the house and looked at it. I told him how we ended up having to move all our furniture back, the company didnt do it because they had damage some of my furniture how the installation team was not on time did complete the job in a professional manor. I was contacted by ***** to go ahead and re-do my furniture piece that they damaged and he would reimburse me however, I dont feel like that address the compensation for the trim that Im gonna have to redo. We try to contact him several times now and if we cant contact him regarding this issue, why would I pay more money to redo my furniture when I know Im not gonna get a reimbursement. It seems that were not gonna be able to resolve this issue directly because I cant get a call back from him. I do have in detail something that I wrote out when they were doing their work, and I have the pictures that he actually saw himself.

  

  Business Response

  Date: 11/08/2023

  Hi Valued Client,

    We are very sorry to hear of this unfortunate situation and appreciate ************ as of 11/08 taking the time to speak with our general manager, *****. We sincerely apologize for any inconvenience caused by any damages to your furniture, and we will happily reimburse your receipts for any damages caused by our installation team.

  Also, if you are experiencing any installation related issues with your flooring that need addressing and in keeping with your Gold Star One-Year installation warranty, please do not hesitate to contact us at ************. 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. 

  Respectfully,

  50 Floor

   

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20826326
  
  I am rejecting this response because this does not just include furniture, this issue was with my time off work and now money out of my pocket to fix damage to trim. I know they sole with my husband as as of right now we are unable to find a person or business that is reasonable to refinish the furniture. Right now we have inky for individuals that refinish based on painting furniture. It would be better if we just received a ********************************************* your favor. I found someone one that will repaint furniture for $475 that does not include my time in moving the furniture picking up the furniture and taking off of work. I already took off one week during the flooring which working at $300 a day is a lot more than asking for $675 adjustment, they did say they would reimburse me with receipts. If I get somebody to actually repaint and change trim were looking at about $1200. We are willing to take the adjustment and take 475 for cabinet and 200 for paint so we can actually redo the paint and trim ourselves. I can not find some one to restore the furniture, which was antique and given to me by my family theres just not that many people that do that now days, so coming up with the receipt in a timely matter is not logical. And its also not logical for me to take this piece of furniture to more than one place. I would have to actually find an individual that does this on their spare time, not actual business. My husband did explain the situation, but I also showed him that I was unable to find a specific business that does that restoration in our area and it would actually cost everybody more to have this thing shipped somewhere. I would just have to get somebody to refinish it on their own time. Most places charge between four $475-$600. I feel that $675 adjustment is a small price to pay. I actually have more pictures of another piece of furniture that we found scratched that Im not even including because I used a paint that came with it because its a not a deep scratch. This is not even including the door in the bedroom that was messed up in the trim that is actually broke at the top. Sorry, but I am no longer resolving this thing through verbal conversations or text messages. I can get somebody to come out and estimate the trim and have that sent over by email but its gonna cost more I just figured if I did it on my own time I wouldnt have to take off of work  and $200 for a couple cans of paint was a fair negotiation. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/08/2023

  Thank you for your response. We completely understand the challenges you may experience with completing the furniture repairs; therefore, your resolution request of $675 reimbursement has been approved. Please allow up to 14 business days to receive your reimbursement by mail. 

  If you have any questions or concerns, please do not hesitate to contact your local market at ************.

  Respectfully,

  50 Floor

  Customer Answer

  Date: 11/08/2023

   
  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:10/27/2023

  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 have hesitated to send this review in the hope that 50 Floors would respond to this complaint and reimburse the cleaning charges they committed to. Regretfully, neither has happened, and I feel it my obligation to report this to the BBB. We researched and waited to hire the best floor company, but sadly we did not. The remainder of our house and our second home will not be using 50 Floors.On Feb. 24 we signed a contract with 50 Floor for service that began on April 3 and finished on April 7. Besides talking to the scheduler, we heard from no one until the subcontractor called the day before install. We were told that we would hear from ********************* or ***** at some point during the process but never did. Within two days of installation, we noticed water seeping through the newly installed floors which we found out was coming from the refrigerator that had not been replaced properly. We had not one to contact from 50 Floors because the only info we had was from the salesperson.The subcontractor had left his card, so we contacted him. He cut out a 10 ft X 5 ft damaged section in our kitchen and pantry, and more wood was extracted as the water damage had spread. Over the weekend, we had fans blowing to remove the moisture.The floor was torn up for several days before a moisture meter was brought to determine when new flooring could be reinstalled. This was the first time we had contact with an employee of 50 Floors after I had to insistently call about the water damage.When I called the number that I was given, ******* (I believe) was taken aback that anyone had provide his name or contact information. He clearly indicated that he should not be involved and I dont believe he ever was beside a phone call or two and provided a very inappropriate apology saying, Im sorry you were expecting to hear from [our office] pointing out that we, as customers, should never have expected to hear from him or his team. After having our house professionally cleaned the day after the initial instillation, a new blanket of dust settled over our downstairs. Expecting a resolution to the faulty install and financial compensation for the cleaning, I called a toll-free number and left messages, finally reaching a ***** who was to pass on the information to a ****. We heard nothing from the time we submitted images of the damage (as instructed) at 9:00 that morning until after 7:00 that evening. ***** was to have called a regional office and spoken to someone who was to leave a message with ******* who had left for the day.Additionally, the dishwasher was removed and installed incorrectly so that it would not close, a piece of quarter round was not installed above a switch plate, and a splinter of wood in the bathroom needed to be glued down. In addition, the flooring at a seam caught our foot and has lifted. Also, scores of stable marks are visible and when we brought it up were told to get a marker to conceal them. Is that not the job of the installed, to finish the job?After submitting our invoice for cleaning (as requested) we never received compensation.The office I contacted is located at ****************************************************************************.

  

  Business Response

  Date: 11/01/2023

  Hi Valued Client,

    We are sorry to hear about the challenges you have had during your recent flooring experience;however, we appreciate you bringing this to our attention. A member of our management team, ***** has been unsuccessful in reaching you by phone to discuss your concerns. At your earliest convenience, please return his call at ************.

  Thank you and we look forward to speaking with you soon. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20791503
  
  I am rejecting this response because, although ***** indicated that he was unable to reach me by phone, I have no missed calls from him. This has b een the problem from day one being unable to contact the company.

  Please confirm my number as ************. Mailbox is set up to receive messages, though ***** has left none.

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

  

  Business Response

  Date: 11/03/2023

  As of 11/03 our records indicate you have spoken with Korry, and we are currently processing a refund check of the invoice amount submitted to your local market. Please allow 7 to 10 business days to process. 

  If you need anything, please do not hesitate to reach out to us at ************.

  Respectfully,

  50 Floor

  Customer Answer

  Date: 02/06/2024

  This is a follow-up to a grievance with 50 Floor and subcontractor C. Sanginez (to be filed separately). On Feb. 24 we signed a contract with 50 Floor for service that began on April 3 and finished on April 7. Besides talking to the scheduler, we heard from no one until the subcontractor called the day before install. We were told that we would hear from ********************* or ***** at some point during the process but never did. Within two days of installation, we noticed water seeping through the newly installed floors which we found out was coming from the refrigerator that had not been replaced properly. We had not one to contact from 50 Floors because the only info we had was from the salesperson. The subcontractor had left his card, so we contacted him. He cut out a 10 ft X 5 ft damaged section in our kitchen and pantry, and more wood was extracted as the water damage had spread. Over the weekend, we had fans blowing to remove the moisture. The floor was torn up for several days before a moisture meter was brought to determine when new flooring could be reinstalled. This was the first time we had contact with an employee of 50 Floors after I had to insistently call about the water damage. When I called the number that I was given, ******* (I believe) was taken aback that anyone had provide his name or contact information. He clearly indicated that he should not be involved and I dont believe he ever was beside a phone call or two and provided a very inappropriate apology saying, Im sorry you were expecting to hear from [our office] pointing out that we, as customers, should never have expected to hear from him or his team. After having our house professionally cleaned the day after the initial instillation, a new blanket of dust settled over our downstairs. After several months and contacting the BBB, we were reimbursed for the additional cleaning required. I have been in touch with the ********* office which has requested images of faulty install. Consistent uneven floors, splintered and chipped wood, raised seams that catch feet, and lifting planks cover the floor and this is only what we can easily see that is not covered by rugs and furniture. Additionally, scores of stable marks are visible and when we brought it up were told to get a marker to conceal them. Is that not the job of the installer to finish the job? Our problem is with the installer but we feel that 50 floors is the responsible party. We will contact you regarding the installer in a separate complaint. See the uploaded image for a sample of our "new" flooring.

  

  Business Response

  Date: 02/08/2024

  Thank you for your feedback. Our records and signed paperwork show your installation was complete on April 7th, 2023. A repair to address the water damage, dryer vent, and any trims concerns was scheduled and completed on April 20th, 2023; however, in keeping with your contract and warranty, if you are experiencing any installation related issues, please contact us at ************ and we will be happy to address these concerns as you are still within your Gold Star One-Year Installation Warranty.

  50 Floor received a cleaning invoice from ****************** and a refund check was mailed on November 3rd, 2023, to the address associated with the account, for the complete invoice amount. Please see supporting documentation.

  Respectfully,
  50 Floor

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 20791503
  
  I am rejecting this response because the issue has not been resolved. Awaiting action to repair the floors.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/13/2024

  Thank you for taking the time to speak with your market. We see an assessment is scheduled for Thursday, February 15th with our AGM, ***** and we look forward to meeting you and bringing a resolution to your concerns. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 20791503
  
  I am rejecting this response because the issue has not been resolved. A representative from 50 Floor is scheduled to come out to our house on Friday, February 16. I will know more after that time.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/27/2024

  An assessment was conducted on 2/15 by a member of our management team. The results of this assessment has led 50 Floor to submit a vendor claim with the manufacture on behalf of ******************. 50 Floor has requested the vendor to have a third party certified flooring inspector conduct a more thorough inspection. The timeframe is determined by the manufacture; however, 50 Floor will continue to provide ****************** with updates once received from the manufacture. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 20791503
  
  I am rejecting this response because I have not received any resolution. The first claim 50 Floors submitted was for only a portion of the square footage under discussion. I contacted 50 Floor to notify them that the square footage was incorrect. After alerting them, they realized they had not provided the vendor all information required.

  I contacted them again for a status update and was told that I will hear from them March 7.

  My understanding is that this is in reference to the product used. As of this date, no independent inspector has been to our home.

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

  

  Business Response

  Date: 03/27/2024

  We see your claim was denied by the manufacturer which we have provided here for your view. With wood being a natural, living material that reacts to the surrounding environment the damage appears to be site related and would void the product and installation warranty; however, we would like to be able to provide a suitable resolution for both parties.

  Per the national wood flooring association (NWFA) guidelines hardwood flooring is inspected from an upright standing position no greater than 6' height distance 18 to 24" away in normal lighting. When you have a moment, please provide photos of the issues within these guidelines for further review. We also request photos of the entire room from ************ and request the number of planks that show the chipping, corners missing, etc.  

  Respectfully,
  50Floor

• Initial Complaint

  Date:10/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a down payment of 10K but I changed my mind and in the refund policy they promise to send the down payment back and refund it. They emailed me and confirmed the refund but have not received it yet. It is overdue.

  

  Business Response

  Date: 10/19/2023

  Hi Valued Client,

     Thank you for your review. A refund was processed on 10/16/2023 for $10,000. Please allow up to 10 business days for the refund to show on your original form of payment.

  We have attached a copy of your receipt for your viewing and or records. 

  Thank you for giving us the opportunity to provide a quote for your flooring project. If you have any questions, please do not hesitate to contact us at ************.

  Respectfully,

  50 Floor

• Initial Complaint

  Date:10/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had new flooring installed in June. We stared to notice splitting seams in August. I have called customer service 4 times, sent 3 emails with photos, and left 4 voicemails for the customer service manager, ****, with zero response. One seem has split nearly 1/2 an inch apart and you can see the subfloor. It is unacceptable at this point to not have received ANY type of response at all. We spent over $8000 on this flooring and need it to be repaired.

  

  Business Response

  Date: 10/19/2023

  Hi Valued Client,

     Thank you for bringing this to our attention. We apologize for the concerns you have been experiencing with your flooring. Our records indicate you have spoken with your local market and an assessment is scheduled for Friday, October 20th. 

  Thank you again for your review and we look forward to bringing a resolution to your concerns. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:10/10/2023

  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 bought flooring from ********************* was told that they would replace seals before reinstalling the toilets, now I have a leak in main bedrooms bathroom. This is my father's ********** is old, a toilet leaking under the new flooring is not acceptable. Please can you help me.

  

  Business Response

  Date: 10/12/2023

  Hi Valued Client,

     We are very sorry we failed to meet your expectations and want to thank you for your review. As of 10/12 our records indicate a member of our management team, *** was unsuccessful in reaching you via phone or unable to leave a voicemail. At your earliest convenience, please return his call at ************. 

  Thank you and for bringing this to our attention; we look forward to speaking with you soon. 

  Respectfully,

  50 Floor