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:10/05/2023

  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.

  Prior to the install they came to my house to do an inspection and consultation. They installed our flooring on May 5th, 2022. Our dishwasher was not put back in the correct position which made it unusable. We noticed the floor was separating in different areas. We corresponded with the *** ************* receptionist, ******. We also have odd creaks in the floors. My family gets startled from the creaking, saying they thought someone was walking close behind them. The kitchen area was done very poorly, with a lot of uneven spots & various cracks in the flooring. They fixed areas in the kitchen and laundry room which returned with new ones. They told us that our subfloor was to blame for the separation & creaking. A third-party inspector found no issues. We informed 50 Floor. Ive called over 50 times, every time we saw a new problem. We sent emails with pictures. Worst of all, my disabled husband fell in our kitchen due to the uneven floors on August 16, 2023. I informed *******. On August 31, 2023, ******* came to my house to look at the problem areas, he said he would get back to me. As of October 5, 2023, he hasn't. Unfortunately, on September 1st, 2023, my husband passed away while recovering from spinal surgery he had due to this injury. During my husbands ****** at our house, I purchased runners to cover the separated flooring. I was nervous about someone tripping or falling due to the floors. I have become very frustrated looking at the poor condition of the flooring I paid over $15,000 for & that it never seemed like fixing it was a priority. I dont want to fix things or replace the flooring. The has been a HORRIBLE experience, I want a FULL refund. I am very disappointed with the workmanship and lack of professionalism I experienced dealing with 50 Floor. This has been a very daunting & exhausting experience. My ********** didnt deserve this; we simply were trying to make improvements to our home and now I wholeheartedly regret ever contacting 50 Floor.

  

  Business Response

  Date: 10/10/2023

  Hi Valued Client,
      We want to start off by expressing our sincerest condolences for the passing of your husband and our hearts go out to you at this difficult time.

  Thank you for your review and bringing this to our attention. Our client did reach out to us regarding the issues with her flooring. Our records indicate a repair was completed on 10/22, 2/28/23, &5/17/2023; however, due to the circumstances surrounding the concerns about your flooring, we would like to offer a complete replacement at no cost to ************** using a premium waterproof laminate.

  Respectfully,
  50 Floor

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20700087
  
  I am rejecting this response because at this moment, I don't trust 50 Floor to return to my home. I've reached out to the company numerous times due to their poor quality of work. I've been patient when previously waiting for their responses about all the problems I'm experiencing in my home. The company has not proven to me they are a reliable company. I'm not satisfied with their work and lack of professionalism. I would prefer a full refund so I can find a reputable flooring company. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/16/2023

  50 Floor does understand your concerns and are very sorry that you are not satisfied with the resolution. We stand behind our resolution, warranties, and installation and have offered a complete replacement at no cost to our client with a premium waterproof laminate. 
  Respectfully,
  50 Floor

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20700087
  
  I am rejecting this response because: I don't feel comfortable or confident working with 50 Floor any further. I still have not received any correspondence from ******* the ** or any one else from 50 Floor outside of this BBB complaint. My experience with 50 Floor has been unsatisfactory. The floor continues to get worse, this shows the quality of their work. I would like a full refund. 

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

  Customer Answer

  Date: 10/27/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  

  Business Response

  Date: 10/27/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  Date:10/03/2023

  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.

  I had 50 Floor come out to quote flooring for approximately ****sqft. The individual who came out was very nice, identified himself as an employee ( vs independent contractor) multiple times and identified that being the difference between 50Floor and other companies- that their installers, etc. are employees. Being an attorney, I fully understand the difference and h the e benefits to being in control of employees. That was a huge plus for me and why I wound up hiring them. Once installation day came, the installers showed and said they couldnt complete in one day. Since I was told by the office when they scheduled the installation that it would be a two day job, I was confused. The installers were frustrated and told us that they had another job the next day. After wasting almost two full hours with the office trying to convince their employees to stay and do their job, they agreed to get started. The office ( **** ) assured me that they would be there the next day to compete the job. Come to find out that the sales associate nor the installers were employees. While I paid for an overage, as is required for carpet, there was not enough carpet ordered. the entire job was NOT complete and additional carpet had to be ordered. I spoke to the overall manager, ***************, multiple times during the installation. He assured me that he would compensate me by reducing the overall price I was paying, but would wait for the number because what if something else went wrong. It was a valid point since nothing had gone right yet. We discussed that nothing would be turned over to ***** Fargo, who was handling the financing, until the full job was completed. I asked him to send an email to reiterate both those points so i had it in writing, and he did. I still dont have the carpet, had to file a dispute with **************** and *** wont return my multiple emails. They charged for the entire job and didnt complete it.

  

  Business Response

  Date: 10/06/2023

  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 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 an appointment has been scheduled to complete the carpet installation on 10/11. In fairness to our client, we would like to address the amount of the discount once the installation is complete. 

  Thank you again, for your review and we look forward to continuing to resolve this matter. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20693056
  
  I am rejecting this response because: I have yet to be contacted by ***************, the manager.  I WAS contacted by **** to cancel the 11th installation date and have not confirmed another date..  Most importantly, I have not received any confirmation that they have pulled back the charge to ***** Fargo.  Since they have restated that they want to address a reduction in the overall cost, then ANY number sent over to ***** Fargo is incorrect and more importantly, the job is not yet finished.  I want there to be nothing due to ***** Fargo until everything is completed and the compensation piece is situated - which is what they stated would be the case.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/12/2023

  Thank you for your response. We see as of 10/11 the installation has been completed. Our records indicate *** left a voicemail on 10/11 to discuss the ***** Fargo terms of refund and compensation amount of $250.00; however, we would like to discuss them in further detail. If you could please return his call at **********************.
  We have attached the signed paperwork for your viewing, and we hope to hear from you soon.
  Respectfully,
  50 Floor

• Initial Complaint

  Date:10/02/2023

  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.

  they installed a laminate floor system on 9/29/23. one of the transition strips they installed is too thick and will not allow the bathroom door to close. have notified the sales associate and the manager who are both refusing to return my calls. I want them to fix this s**** up. Tham/nk you.

  

  Business Response

  Date: 10/02/2023

  Hi Valued Client,

     We sincerely apologize for any delays in communication on our part as this is not the level of customer service we strive. Our records indicate you have spoken with a member of our management team and currently working to resolve your concerns. 

  Thank you for review and bringing this matter to our attention. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:10/01/2023

  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 purchased flooring 2 years ago. The floor is buckling and coming unglued. When I called they said there was nothing they could do about it I saved a long time to improve my home and now it is worse then it was before

  

  Business Response

  Date: 10/04/2023

  Hi Valued Client,   

      Thank you for your review. As previously discussed, we are very sorry to hear you are experiencing issues with your flooring; however, please take a moment to review the consumer signed documents. 50 Floor will happily repair any issues caused by installation error within the documented timeframe. We see your flooring installation was completed on 9/14/2021 and the warranty has expired.

  50 Floor has offered to complete a replacement of your vinyl flooring with luxury vinyl is suitable at a discounted cost.

  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. 

  Respestfully,

  50 Floor

• Initial Complaint

  Date:09/25/2023

  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 purchased premium vinyl flooring for my basement steps in August of 2022. We have been wondering why the stairs make a lot of noise, My husband looked more closely and realized the glue is not holding and the flooring lifts from the steps very easily. I understand that we are over our one-year warranty; however, the company either used the wrong glue or did not prepare the floors properly. The told me it would be $150 just to send someone to look at the floors. They said they didn't know how we had been taking care of them so they could not cover the problem; however, if you won't send someone to look at them you won't be able to see that we are not the problem.

  

  Business Response

  Date: 09/25/2023

  Please accept our sincerest apologies for the negative experience you have had with us; however, we thank you for your review and bringing this to our attention. We see you have spoken with a member of our management team and a repair appointment has been scheduled for October 4th. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:09/12/2023

  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.

  Had a bedroom installed carpet. 1st time it was short with exposed seam. 2nd time they replaced the carpet used the wrong padding and seam still showing. 3rd time still no padding replaced seam still showing all after repair. 4th time they still haven't showed after a month. Nothing has been asked for such as a discount or anything until now.

  

  Business Response

  Date: 09/18/2023

  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 a member of our customer care team, ******** has been unsuccessful in reaching you by phone but was able to leave numerous text messages. With that being said, if you could please return her call at ************ as we would like to discuss a resolution that works best for you and 50 Floor. 
  Thank you and we look forward to speaking with you soon.
  Respectfully,
  50 Floor

• Initial Complaint

  Date:09/11/2023

  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 roughly **** Sq ft of flooring installed in October of 2022. There were issues with the flooring shifting leaving gaps throughout the home so they sent the same installer back to re-install a large portion of the floor to correct the issue. After less that 30 days the same issue reoccurred. I tried reaching out the the company without response. I sent an email explaining that I would reach out to the veteran and military assistance program to have them engage on my behalf and finally got a response. They again sent the same installers to replace sections of the floor and it only got worse. I still have gapping and now have dried epoxy spots.I reached out again and talked with the *** ***, and finally got to the point that the company agreed that it was either a product defect or an improper install being that the laminate flooring was installed over a slab foundation and the floor was not leveled prior to install as is generally required. Slab foundations are never perfectly level. To this we agreed but the ** only agreed to replace the large open areas of the home since I did not see issues in the bedrooms rather than a total replacement. Last week I moved furniture and found issue in the bedrooms and reached out to ***** again. He made an appointment to come out and look at the job and see if we could get the ** to approve a full reinstall. I left work early that day to come home and he never showed up. I called 50 floor and they told me that ***** had a death in the family and thats why he missed the appointment. I just spoke with ***** about the flooring and he told me he did not have a family emergency but that he was simply too busy to let me know he couldnt make it because he works 3 jobs and forgot about the appointment. I paid ****** something for my new floor almost a year ago and am still trying to get it fixed. I would like a refund so that I can pay someone else to do the job correctly or receive a full reinstall with a new installation team.

  

  Business Response

  Date: 09/12/2023

  Hi Valued Client,

     Thank you for the taking the time to share your review. We would like to apologize for the experience you have detailed as this is not consistent with our company's standard of customer service. 

  We see you have spoken with a member of our management team and agreed to a complete flooring replacement which is scheduled for 10/09. 

  Thank you for bringing this matter to our attention. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:08/31/2023

  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.

  Good if you do not need them repair or replace. I received floors March 2020 and notified them a few months later there was an issue. Due to COVID I did not allow them to come in at that time and explained when the pandemic died down I would schedule for someone to come out. I spoke with them the beginning of 1/2021 and explained we were in the next variant that happened fall of 2021 and I would call back. I called around March/April of 2021 and the installer that laid my floors came back and measured for replacement and said someone would call me when the floors were in for installation. No one called; I called c/s numerous times and no return call. I even spoke to manager *** on 8/2021 whom never returned my call and sense had been told that he was fired for the same reason (not following up). Finally I contacted BBB around May 2022 that's when ***** immediately called me after BBB contacted 50 Floor. ***** looked at notes and said it was ridiculous that I was going through this and assured me the floors would be replaced ASAP. ***** said the order that was to replace my floors were no longer in and would need to send someone else to re-measure and reorder for replacement. After calling c/s back many times, leaving messages when they transferred me to someone still no return call. August of 2023 I thought to schedule for installation just to get someone out to look at the floors. Someone came, I explained and they said immediately about the floors should not had lifted & bubbled and took photos. He submitted information for someone to call back and the person came out very rude, didn't want me to ask any questions. He said someone would call. Spoke to Diamond and she said water damage. I explained no, the floors are worst from not being replaced. Spoke to Diamond again and she said she was advised by management the floors were out of warranty and she would not allow me to speak to a manager. ******* said a manager was not available, she never checked.

  

  Business Response

  Date: 09/12/2023

  Hi Valued Client,
      Thank you for your feedback and bringing this to our attention. As per your contract 50 Floor will warrant the flooring for up to one-year of your installation date which expired on March 11, 2021;however, our records show the initial concern was related to 1/4rd issues. We have made several scheduled attempts to address these issues within your warranty date, however those scheduled events were cancelled by the customer;however, we are happy to complete the 1/4rd repair/replacement at no cost to our client.
  
  50 Floor did complete an assessment as a customer courtesy outside of this warranty on August 23rd, 2023, and found moisture related concerns which is a site related issue and would void the product and installation warranty. 50 Floor will offer to complete a flooring replacement with 50 Floor absorbing the labor cost to take up the flooring and install new and our client would be responsible for the material cost based on her selection as the original flooring is no longer available. ************** would be responsible for the cost if any unforeseen circumstances of the subfloor were to arise.
  
  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

  Customer Answer

  Date: 09/12/2023

  The floor was install March 2020 a week before the Pandemic hit and the country was closed.  I called within a month of the installation 3/2020 and we both agreed of the Pandemic and I would not have anyone come to my home during that time.  I called back in January 2021 to advise I still did not feel comfortable; however around February 2022 someone came out to access the issue and said someone would call be to schedule the installation when the flooring was available. I then continuously called back to see if the flooring was in and no one never called me back, not even the managers that I continuously escalated to and spoke to.  It was never the same person because everyone seem to never be available at the time of my calls at that point.  Finally, I escalated to BBB and ***** called in June 2022 and stated the flooring that was ordered for me for the repair is not there anymore and someone would need to come back out to measure.  From there it went down hill again and I never heard from anyone again and when I called back ***** or non of the people I spoke to before was no longer worked for 50 flooring.  Finally I decided in 2023 to schedule a regular installation appointment to get someone out so I can be heard face-to-face.  The person that came out explained that during my time of issues the company was going through a major reconstruction with new people including the management and some had even been fired due to drooping the ball on many complaints and the manager specifically *** that I had also dealt with was fired for that specific reason.  He explained that they no longer had that flooring and he took pictures.  I finally got someone out there again for the assessment and it came back that I was out of warranty.  Unfortunately, between the Pandemic and 50 flooring not following up as promised we are now in 2023 with the same issue. My floor is also sunk in and bouncing when you walk on it, which the installer that came out noted and the person to access the issues with the flooring saw.  I paid for additional subflooring and evidentially it was not laid as it should had.  BTW, the person that came on to access my floor this last time in August 2023 was very rude and barely wanted me to ask any questions.  I will not pay for a floor from 50 floor that I already paid for and it was not installed properly from day one and I brought it immediately to there attention after the installation in March 2020.  It is not my fault there employees did not follow up and they were all fired for similar reasons.  It also is not my fault that you no longer have the floor.  I think this is very sad for the amount of money I spent and you want me to correct your mistakes at my cost.

  

  Business Response

  Date: 09/14/2023

  50 Floor is happy to repair or replace any 1/4rd concerns at no cost to our client which our records indicate was the original documented concern.

  As previously discussed, moisture related damage is a site related issue and would void the product warranty; however, 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. 50 Floor has offered to complete a replacement of your flooring at a discounted cost. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20547662
  
  I am rejecting this response because your company did not follow up with me as explained in the earlier responses. What you are referring to is an excuse. If your company would had followed up as expected we would not be here today. Where is your companies responsibility in this matter?
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/18/2023

  As previously stated, we are happy to honor the 1/4rd repairs outside of the warranty at no cost to our client; however, any other repairs related to the moisture damage as the previous assessment concluded will be at a discounted rate. 

  50 Floor does understand your concerns and are very sorry that you are not satisfied with the resolution; however, after careful review of your signed contractual agreement, we see 50 Floor has fulfilled its obligations as stated in the signed documents.

  Respectfully,
  50 Floor

  Customer Answer

  Date: 09/18/2023

   
  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. If you are repairing the areas that need to be repaired and my wrong color molding and it was laid incorrectly at no charge I will accept the free repair at no charge to me. If these obligations are not fulfilled at no charge to me then I will not accept anything out of my pocket. I hope this will be resolved very quickly because at this point I have no trust with your company until proven different. What will the warranty be on the finish repairs?
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20547662
  
  I am rejecting this response because:

  
  Complaint ID: ******** Date Filed: 8/31/2023 The week of Monday 9/18 an unknow person called claiming to be from 50Floor with no name was left on my voicemail. I called the number and left 3 different voice messages to a generic voicemail. On last night Monday 9/25 an unknow language barrier male called me. I hung up the phone because I could not understand the person. The person then texted me and advised that I was looking for 50Floor to repair my floors and I had the wrong number. That really scared me and made me at that point very discomfort with the 50Floor company. At this point I would like to request a full refund to get my floors replacement at a more reparable company.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/29/2023

  A voicemail was left on 9/18 by our General Manager, *** to discuss and schedule an appointment to complete the 1/4rd repair. At your earliest convenience please return his call to schedule a day and time that works best for you at ************. We have also notified the market and GM of your previous attempts to return his call. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20547662
  
  I am rejecting this response because I spoke to *** on 10/04 @ 3:00PM and he said they were replacing borders. The man came out to my house about a month ago to verify that my floor was bouncing and sinking in and I never mentioned borders the the man that came out. The borders was just snot issue not the issue the man came out for last month. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/12/2023

  As previously discussed, 50 Floor is happy to repair or replace any 1/4rd concerns at no cost to our client which our records indicate was the original documented concern.

  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; however, moisture related damage is a site related issue and would void the product warranty. 50 Floor has offered to complete a replacement of your flooring at a discounted cost OR complete replacement of the 1/4 round at no cost to our client. 

  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. 

  We do understand due to the covid pandemic your flooring concerns were delayed before; however, please consider that your one-year installation warranty has expired and any site related issues will voice the product warranty. 

  Respectfully,
  50 Floor

• Initial Complaint

  Date:08/29/2023

  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.

  Bad installation, Im waiting to fix more thsn 6 month, Manager on ************** isnt professional, abouth it .

  

  Business Response

  Date: 09/01/2023

  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 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 a repair appointment has been scheduled for 9/02. Thank you for your time and bringing this matter to our attention.

  Respectfully,

  50 Floor

   

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20539933
  
  I am rejecting this response because:
  Job is not fix yet , they came out and fix some , but bad installation from another installers still my problem on the other part of my house , they need to come and do the job right , Im not happy with the other part of my house. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/07/2023

  Hi Valued Client,
     We apologize the recent repair was not completed to your satisfaction; however, a final agreement was discussed and agreed upon between ************** and our management team. The completed work took place on 9/05 and consist of: taking up two layers of existing subfloors,reinforcing where needed, installing new plywood and new flooring in the hallway. Customer agreed to install new transitions to connect the two floors.

  Please see attached supporting signed documents. 

  Respectfully,
  50 Floor

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20539933
  
  I am rejecting this response because:
  They did half way, and yes we was concerned, but bad installation in the other part of the house  , was done by another company 50 floor hired to do the floor and tha company dont work with them anymore , because the bad Job they was doing , I pay almost ****** dollars for this job , and Im not accepting any other but good installation on my floor , that all we need from 50 floor nothing elses.  They did half way , we only asking to finish the other half and we done , but I cant accept nothing less . Anothers thing they responding now because I did this report, before this I wait 6 months and no response , I think Im been very patient about this but I think is about time resolved this problem 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/24/2023

  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.

  Signed 2 contracts one for hard wood floor and one for carpet. Come to find out the service rep who wrote up the contract wrote them up incorrectly and created an addendum that cancelled out the hard wood contract. At the time of signing both contracts I provided two checks at 50% of price. One for hardwood and one for carpet. 50 floor applied both to carpet and did not honor hardwood contract. This is there sales rep issue. The price for the hardwood should be refunded. $1080

  

  Business Response

  Date: 08/29/2023

  Hi Valued Client,
    Thank you for your review and feedback. As previously discussed with a member of our management team a contract was signed in the amount of $2161.81 for hardwood flooring;however, an addendum was signed changing the hardwood to carpet bringing the new contract total to $13,653.50.
  Our records indicate three payments have been received in the amounts of $6565.00, $1080.00, & $6008.50 bringing the total amount paid to $13,653.50 which completes the account as paid in full.

  The signed documents are attached for your review.

  Thank you again for bringing this to our attention.

  Respectfully,
  50 Floor