Complaints

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

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• 

  50 Floor

  205 Hembree Park Dr Ste 170 Bldg A Roswell, GA 30076-5734

  
• 

  50 Floor, Inc.

  9580 Delegates Dr Orlando, FL 32837-8374

  
• 

  50 Floor

  3614 Green Park Cir Charlotte, NC 28217-2866

  
• 

  50 Floor, Inc.

  601 Bricksteel Ln Garner, NC 27529-9659

  
• 

  50 FLOOR

  561 Brick Church Park Drive Nashville, TN 37207

  

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:06/26/2023

  Type:Customer Service 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.

  Just horrible ! Whoever they used to actually install the floors installed my floors incorrectly, and after a year I already have gaps in my flooring. I called and they sent someone out and all they did was glue the gaps together and Im still face with the same issue.Now theyre telling me that theyll need to rip up my floors to see if theres an issue with my sub flooring . They want me to agree to this without an actual estimate. so if I let them pull my floors up and the price is too high to repair, they will not reinstall the floors they pulled up. Mind you my house is brand new. Im sure during install they wouldve noticed something was wrong with my subfloors.. this is just a poor excuse in order to not fix the problem. *** emailed and called and have yet to receive a response from a manager which i requested. I just want my floors that I paid good money for fixed.

  

  Business Response

  Date: 06/27/2023

  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 currently working toward a resolution. Thank you for your time and bringing this matter to our attention.

  Respectfully,
  50 Floor

• Initial Complaint

  Date:06/26/2023

  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.

  (Ticket # TI - BARSWNGQ) On 05.05.2023 I reached out to 50 Floor stating that we're experiencing problems (started occurring 6 to 8 weeks prior) with the Axis Cor Performance Flooring Vinyl plank floor that was installed in our kitchen (and other rooms on 12/20/2019 for $ ******; Purchase Order 01-140780). The flooring was micro spliced and cut to fit at the seams and sides. These small and thin pieces are now breaking up and have loosened out of the floor. The transition piece for the dining room and kitchen came right up one day. This has greatly impacted our family. The issue with the floor has created a safety hazard. From cutting bare feet, to tripping, and snagging on socks. The uneven walking surface has decreased the quality and value of the home.I sent pictures and requested an in person inspection as well as a repair at NO cost. My initial claim was denied stating that my installation warranty expired. I then requested that my claim be escaladed. The Assistant Manager stated that they could file a manufacturing claim with Axis Cor on my behalf. The manufacturing claim was denied on 06.22.2023 stating that damages are flared ends evident of a fractured locking system. Axis Cor noted that flared ends can occur due to subfloor issues, ****** aggressive engagement of the product, and installation of heavy cabinets or islands. We have the product in two other rooms and have had no such damages. In addition, the cabinets are original to the house and are the same cabinets the day the flooring was installed (home inspection and pictures available). Plus the flared ends damages are in traffic area. 50 Floor stated that they would repair the flooring at cost to me! If the flooring was not inspected in person and a damaging factor can not be identified I find it punitive to require me to pay again for a product and service that I have paid for. I have replied to 50 Floor requesting that my claim be escalated and submitted to the General Manager.

  

  Business Response

  Date: 07/03/2023

  Hi Valued Client,

    We are very sorry to hear of the concerns you have been experiencing with your flooring and appreciate you bringing this to our attention. We see you have spoken with a member of our management team and are working towards a resolution. Thank you for your candid feedback and we look forward to bringing a resolve to your flooring matters.

  Respectfully,

  50 Floor

  Customer Answer

  Date: 07/04/2023

  Kitchen replacement offered for labor cost. Reply email sent with questions.

  

  Business Response

  Date: 07/10/2023

  Thank you for your email. Our records indicate a member of our customer care team provided a response to your questions/email. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 07/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by 50 Floor in reference to complaint ID ********, and I have accepted the offer to replace the kitchen floors for the cost of $400.00 labor only barring any potential subfloor issues. I am awaiting subfloor repair estimates. 
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:06/11/2023

  Type:Delivery 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 my carpet (Thin Ice color) installed over 1 year ago. I paid for gray vinyl transition pieces to match the Thin Ice carpet that were never installed. I've contacted several people at the office for 50 floor, in order to schedule the installation of the gray vinyl transition pieces. I still have yet to have this matter resolved. Please contact me to remedy this situation and schedule the proper installation. It's been over 1 year. Thank you.

  

  Business Response

  Date: 06/13/2023

  Hi Valued Client,

    Thank you for bringing this to our attention. We sincerely apologize for any inconvenience this delay has caused you. Your review was forward to our management's attention, and we see an appointment has been scheduled for **** 14th. 

  Thank you again, for your review.

  Respectfully,

  50 Floor

  Customer Answer

  Date: 06/13/2023

   
  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:06/09/2023

  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.

  In March 2023, a salesman came to my mothers house at my request to provide a quote for sheet vinyl for her laundry room and master bathroom. While he was here I asked for a quote for hardwood flooring for the bedroom ********. He provided both, then had both my mother and I complete a credit application on his iPad. She was approved, I was not, because I am not on the mortgage or deed. I said okay, maybe later. The salesman left and stated that he would continue to work on financing for me. April 5, 2023 the installers came with my flooring and hers. They completed the install of both floors. Approximately 2 weeks later I received certified mail from 50Floor threatening a lien on property I dont own unless I paid them $4637.66 immediately. I called the finance company the salesman had indicated would be handling the account once he got it straightened out. They had no information on me in their system.I then received a call from the salesman stating that I needed to go to my bank and get a loan, **** my vehicle title, ask my sisters for money, or whatever I had to do to pay them because he is a **** employee and if I dont pay it will be taken out of his pay and he cant afford to pay for my floors. In the first 2 weeks of May sometime I received a 2nd letter certified mail from 50Floor demanding payment. I followed up with the finance company again, they still had nothing on me in their system. On June 8, 2023 I made contact with ****************** again; they still have no record of me or my account in their system. Today, June 9th, 2023 I received a lien notice in the mail from 50Floor on the property where the installation was done, which I have no ownership in.

  

  Business Response

  Date: 06/16/2023

  ****************** signed a contract with 50 Floor on March 28th, 2023, with financing being sought if proof of ownership was provided, if not client is 100% responsible for the cost of the contract at time of installation. Work was completed in good standings by 50 Floor on April 5th, 2023. After unsuccessful attempts to collect payment, a lien was filed on the real property at the address of the contract and work completed.

  Please note; once the balance has been satisfied in full the lien will be removed.

  Please see the attached signed supporting documents. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20166748
  
  I am rejecting this response because:

  According to the Contract and Certificate of Completion both, I do not have a balance. Yet now you say I owe you money. This feels like a scam. Last Friday I received a call from the director of finance at your ******* Office and was in a meeting and couldnt talk to her. Ive been attempting to call since early Friday afternoon unsuccessfully. 
  

  Ive been watching your commercials on TV all weekend, and would like to offer this. If youll take 60% off as advertised all weekend, Ill give you a credit card number today. At that time this account will be paid and you will then remove the lien on my parents house. 
  
  I am now out of work, long-term disabled and have no income nor any prospects for income in the near future. 
  

  The amount you claim I owe despite the contract and COC indicating otherwise is $4637.66. I will provide a credit card number for  $1855.07, which is 40% and reflects your current 60% off special. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/23/2023

  ****************** is financially responsible for the contract signed and agreed upon on March 28th, 2023. Financing was not approved as ****************** was unable to provide proof of home ownership as requested. Work was completed in good standings on April 5th, 2023. 50 Floor has fulfilled its obligation as stated in the contract.

  Please note once the balance has been satisfied in full the lien will be removed. 

  Respectfully,
  50 Floor

   

• Initial Complaint

  Date:06/06/2023

  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.

  For 4 months I-have been given the runaround and the company has not solved my situation. I purchased waterproof and scratch proof floor because I have dogs.After 1.5 months the floor appear to be bulging 3 people have come to inspect including the installer (non-English speakers). One them called and tried explaining the issue and what he said was not at all what he said in Spanish nor did it make sense. I called again and was told they send a manager which to this day has stood me up 4 times without calling.The inspector and installer agree that there is no humidity on the floor so it has to be a material defect . I have attached pictures.

  

  Business Response

  Date: 06/09/2023

  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 brought your review to our management teams' attention and see an appointment has been scheduled for 6/19 to assess your concerns. Thank you for again for bringing this matter to our attention. 

  Respectfully,
  50 Floor
  

  
  

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20150483
  
  I am rejecting this response because:

  
  I am so sorry I didnt reply sooner because Your message came in the spam folder.
  The company was supposed to come to my house yesterday to inspect the floor again (5th time) and it did not happen.
  I received a call after 5 pm to excuse himself and to set another appointment.
  He was supposed to arrive between 1:00pm and 2:00 pm.
  At this point I want a refund because of all the issues to replace the floor ( I have been complaining from a month later after the installation). The installer even verified that it was a manufacturers issue not an installation error.
  It been after 4 months and nothing has been done.
  I appreciate your support with this situation.
  
  Respectfully, 
  ***********************
  
  

  

  Business Response

  Date: 06/27/2023

  Please accept our sincerest apologies for the missed appointment and we thank you for bringing this to our attention. Your concern was immediately directed to the local market management's team and see as of 6/26 an assessment has been completed. The material needed for the repairs have arrived to our warehouse and a voicemail was left to schedule a repair appointment. If you haven't already, please return *****'s call at ***********************. 

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

  Respectfully,

  50 Floor 

  Customer Answer

  Date: 06/27/2023

   
  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:05/28/2023

  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's Salesman *************************** mis-represented the Flooring sold to **, showing a small sample that did not represent the appearance of the flooring that was actually installed on 5/15/2023.We paid $7500 for the total installed vinyl Plank flooring. The installers did a great job installing the material provided, but the Flooring Planks from "Legendary Floors" - Style Magnolia - Color Arlington. did not look like the small Sample provided during the sales call. Even the Manufacturer's website does not show or describe all the "distress marks" or "Manufacturing Marks" impressed into the Floor Pattern. 50-Floor will not return calls or send a customer Service Representative to inspect the material provided and discuss the issue.

  

  Business Response

  Date: 06/02/2023

  HI Valued Client,

     We are very sorry to hear you are not satisfied with your flooring purchase. After looking into your file, we see the product verification was signed prior to the installation which is an important step in allowing the consumer to verify the product before the installation begins, which you will find attached to this BBB complaint. Please take a moment and review the consumer signed documents.

  While your flooring does have characteristics marks that are part of the product, these attractive designs are created to give the floor a more natural look, which in turn, adds beauty and value to your home; however, as of 6/01 a member of our regional management team, *** was able to leave a voicemail to discuss your concerns. Please return our call at ************.

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

  50 Floor

  Customer Answer

  Date: 06/04/2023

   
  Complaint: 20114459
  
  I am rejecting this response because:

  50 Floor is not providing any kind of customer service, they lied about leaving a voice mail on 6/1/23 and they totally misrepresented the materials they were providing.

  The flooring manufacturer also is to blame since their website does not display the product adequately or describe the appearance.

  See attached file for more details.

  If 50 Floor does not provide some type of resolution we will seek legal assistance.

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

  

  Business Response

  Date: 06/07/2023

  As stated, a product verification was signed on the day of installation which states you have verified the style and color and accept complete ownership of the delivered product. This gave 50 Floor permission to begin the installation.

  50 Floor does understand your concerns and offers to replace the flooring with a new floor to your liking at cost.

  Please accept our sincerest apologies if our previous call was not received; however, you are open to discussing in further detail, please contact our Regional Manager, ***, at ************. 

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20114459
  
  I am rejecting this response because:

  We have already paid $7500 for flooring to be installed and we should not have to pay again for it to be replaced.

  50 Floor should accept responsibility for improperly marketing this type of flooring.

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

• Initial Complaint

  Date:05/25/2023

  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.

  On 2/11/23, ********** person of 50 Floor, came to my house and I decided on vinyl luxury plank flooring for my basement. 3 weeks later, the installers came to install the flooring and determined they could not install due to the basement floor slanting. **** came back 2 more times, and finally I decided on a carpet. At the time of the initial install, the cement floor was exposed- for over 2 months and the installers messed up my gas fireplace, which caused me to call 2 fireplace companies and have another $1,048 in expenses. When the installers came for the carpet, one of them jammed the drain hose of the washer into the drain pipe, causing the pipe to overflow all over my new carpet. I have contacted ****, and the *************************** 3 times and no calls have been initiated. Due to the length of time between the carpet install, and today (4/29/23 and 5/25/23), there is mole in/on/beneath the carpet. I want new carpet and reimbursement for the fireplace expenses that I incurred.

  

  Business Response

  Date: 05/30/2023

  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 are working towards a resolution.

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

  Respectfully,

  50 Floor

• Initial Complaint

  Date:05/17/2023

  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 had carpet installed by 50 Floors. At first, we loved the job that was done. After a while, the carpet began to roll in three rooms. We contacted 50 Floors. After much discussion, they finally sent someone out to fix it and guaranteed it would not happen again. Wrong! It happened again. One room is a guest room that no one uses. This time they would not send someone to fix it. They wanted to charge ** $250 to fix something they did not do right the first two times. I would not recommend them to anyone. They do not stand by their word. Buyer beware!!!

  

  Business Response

  Date: 05/17/2023

  Hi Valued Client,

    We are very sorry we failed to meet your expectations and want to thank you for your review.  A voicemail was left on 5/17 by a member of our customer care team to schedule an appointment for a carpet re stretch at no charge. Please return *******'s call at ************.

  Respectfully,

  50 Floor

  Customer Answer

  Date: 05/17/2023

   
  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:05/15/2023

  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.

  - Amount of money still owed for non professional work. - The lack of professional installation. - Dumped unused cement in flower bed. - From start to finish, to a month to half way complete. And still dealing with them. - Pay attention to installation, tried put cardboard down as leveling. - Wrong calculation on square footage. Ran out of flooring to complete. Had to wait almost 3 weeks. ( during Easter gathering while my home was a mess)- 1-2 days turned into a month. - Still have areas that need repairs but all 50 floors is concerned with is getting paid.

  

  Business Response

  Date: 05/19/2023

  Hi Valued Client,

     Please accept our apologies for the concerns that transpired during the installation. Our records indicate you previously spoke with a member of our management team in which a $500 compensation refund has been offered toward your original balance. 

  In keeping with your 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. If you are experiencing any installation related issues, please give us a call directly at ************.

  Respectfully,

  50 Floor

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20060395
  
  I am rejecting this response because: 

  Some one higher up need to come and do an inspection of the poor quality installation that has been installed. I can guarantee that if this was their home, they would not be satisfied either. Everything from the gaps that are appearing from repairs, that should have never occurred to the residue left on the floor from their adhesive. I should be happy and excited to show off new flooring but instead embarrassed due to the quality of the install. This has been the worst experience I have ever encountered. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/23/2023

  Hi Valued Client,

      We are more than happy to schedule an appointment for an inspection of your flooring. Please give us a call at ************ ext.: 2409.
  
  Also, as previously stated in accordance with your Gold Star One-Year Installation Warranty, if there are any installation related errors, we are happy to provide the necessary repairs at no cost to you.
  
  Respectfully,
  50 Floor

• Initial Complaint

  Date:05/13/2023

  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 purchased carpet April 2023, for 2 rooms. One of the rooms I had to move the carpet downstairs because of my mom's disability. The salesman would never call me back to come measure the room, so I had to call the office. When he did return, he tried to charge me double of what the room cost. From the beginning I never felt like I received any sale. When I told him to cancel the entire order that's when he reduced the price. This whole experience was horrific! Then the installers were the worst. They came in complaining about the furniture being heavy, throwing my furniture around any kind of way. Then I asked them to assemble my bed frame but don't worry about putting the mattress on. Of course, they didn't assemble my bed. Then to top it off the installers didn't remove one rm of the carpet because of dog urine. Which was not on the entire carpet because the room was loaded with old furniture's. They left the carpet in my driveway and told me I had to dispose of it. I'm not happy with the way I was treated throughout this sale and would never recommend anyone. I need someone to come pickup this carpet from my driveway!

  

  Business Response

  Date: 05/17/2023

  Hi Valued Client,

    HI Valued Client,
      We sincerely apologize for the inconvenience this experience has caused you and we want to thank you for bringing this to our attention. We see you have spoken with a member of our customer care team regarding your concerns and the carpet was disposed of as of 5/16. 

  Your review was also forwarded to our management team as we will use this to better our service. 

  Thank you again for your review and giving ** the opportunity to speak with you directly. If you need anything, please feel free to give ** a call.

  Respectfully,
  50 Floor