Business Profile

Floor Installation

50 Floor

Complaints

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

Customer Complaints Summary

240 total complaints in the last 3 years.
87 complaints closed in the last 12 months.

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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:05/12/2023
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.
50 floor installed my floor in the kitchen, washroom, half bath front foyer, hallway and pantry in late January of 2023. I was not satisfied and notified 50 floor immediately. The general manager as well as assistant manager came to my home in early February of 2023 to assess the damages done by the installers. It was agreed that measurements from kitchen to front door were incorrect and space in between tiles were not consistent throughout floor. The floor is not level and areas where theres more grout than others. The areas around walls and doors is patched. The doors to my pantry, half bath and wash room was shaved down too much which left too much space/gap between floor and bottom of door. The installers left excessive grout on my garage floor and poured grout in my flower bed. ***** was smeared against my walls and appliances. 5o floor initially agreed to replace floor until a different team which presented videos and pictures of jobs in progress and jobs theyve completed came to my home to assess floor, This new team pointed out multiple mistakes in the floor and even laughed at how bad the prior team installed floor. At that time I was assured by assistant general manager how qualified this new team was and that the new team will start the job to replace flooring in my home within 2 weeks. Within the two weeks I was offered a full refund. I immediately questioned the general manager why was I offered a refund and not a new floor. I shared my opinion that its probably cheaper for 50 floor to refund versus putting new floor down and manager agreed. I then requested to be compensated for the cost of a new floor in which I had an estimate from a different contractor , doors that were destroyed and the clean up of my walls and ********* was not able to hold family functions in my home during the holidays and going forward that were traditionally held at my home because of the condition of my flooring installed by 50 floor.
Business Response
Date: 05/18/2023
Hi Valued Client,
We are disheartened to hear of the unfavorable experience during the installation of your flooring, please accept our sincerest apologies as this is not the top-notch level of customer service, installation, and service that we strive for. With that, we have offered a 100% refund of the original contract price. Your review has also been forwarded to our management team for their review as well.
Respectfully,
50 Floor
Initial Complaint
Date:05/10/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Floors are scratched and crack as of April 16 to order a box new tiles the box we have is defective we tried to contact the manager to no prevail we regret getting the Floors supposed to not scratch but do
Business Response
Date: 05/16/2023
Hi Valued Client,
We apologize for the concerns you are experiencing with your flooring and would like to schedule an appointment to address. *******, our general manager can be reached directly at **********************.
Respectfully,
50 Floor
Initial Complaint
Date:05/09/2023
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 spent ****** for new flooring throughout the house. It has been over a year and in the master bathroom I have mold in between the tiles. I called to have it checked out and found out the toilet wasnt put back properly and I have a slow leak. The water pushed up behind the walls. I have talked to numerous people at 50 floor. ***** said I have a 5 day warranty and they will not help with mold removal. My bathroom is torn apart and now will be costing over ******. They dont care about the little people only the money. Disgusting way to run a business.
Business Response
Date: 05/11/2023
Hi Valued Client,
We are very sorry to hear of this unfortunate situation and appreciate you taking the time to speak with our management team regarding your floor installation which was completed in good standing on 12/30/2021. As noted on the pre-installation checklist and in keeping with your contract 50 Floor will warranty water leakage caused by installer error for five days after completion of installation.
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 attached signed documents.
Respectfully,
50 Floor
Customer Answer
Date: 05/11/2023

Complaint: 20040095

I am rejecting this response because:

Sincerely,

*******************
10,000 to fix their mistake. They need to be held Liable for part of this. Their installer did this.
Business Response
Date: 05/11/2023
As previously stated, we are very sorry to hear you are experiencing issues with your toilet; 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 12/30/2021 and the warranty has expired;therefore, we have completed our contractual agreement.
Respectfully,
50 Floor
Customer Answer
Date: 05/11/2023

Complaint: 20040095

I am rejecting this response because:

Sincerely,

*******************
prer several professionals you can not tell a slow in 5 days. The mold I have it do to a error made by your company. Take responsibility for your mistake and make things right. Dont let everyone know what a shady dishonest company you are. I certainly will.
Initial Complaint
Date:05/01/2023
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.
50 Floor came to install hard wood floors at my home and they didn't do steps which was part of the square footage.I reached out to 50 Flooring and they are giving me excuses and want return any of my calls. My steps need to have hard wood like the rest of my house. This is totally unexceptional and unprofessional. I have a contract with this company and I want my steps done are part of my money back.
Business Response
Date: 05/05/2023
Hi Valued Client,
Thank you for taking the time to bring this matter to our attention; please accept our sincerest apologies we did not meet your expectations.
Our records indicate you have spoken with a member of our management team regarding your concerns and after careful review of your signed contractual agreement, we see the stairs were not listed on the purchase order.
Please see the attached signed documents supporting 50 Floor has fulfilled its contractual obligations.
Respectfully,
50 Floor
Initial Complaint
Date:04/17/2023
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.
We bought LVT flooring in Feb 22. It was installed throughout the house except the bathrooms in Mar 22. In Jan 23 we began to see several areas start to cup. We contacted **************************** photos. Installers came to inspect the floor as it was still under warranty. They said there was an issue but provided no details. Asst ** ************************* contacted us stating the inspectors told her the floor had chipped ***************** damage. The photos clearly disprove this statement. She inspected the floor, took moisture readings & said the moisture was high. Our ** setting is within the flooring manufacturer's specs, between ***** with a humidity of 60% at the highest. She said it was a site issue not covered by warranty. I asked to speak to her supervisor; she said he would reach out later. ***** contacted us the next week saying they would order the materials & do the repairs at no cost. They brought the materials to the house to acclimate which wasn't done originally. Several days later they pulled up half of the **************** areas & discovered moisture between the ******************************* They determined there were no leaks; it was a result of sweating. They left stating they needed to dry. The next week ** ********************* contacted us stating it was a site issue & not covered under the warranty. I told him that the ** has been working fine the entire time, within temp & humidity specs of the manufacturer. I also said we were told the flooring was water proof. He said he could not cover the repair. Upon my request he sent a quote for $2226.57. This was provided AFTER they had removed the flooring & several baseboards. We asked to speak with his ************ said there was no one else to speak to. After some research we realized the underlayment used is not correct for LVT. 50 Floors used 6mil plastic & why the floor was sweating. The fact that we did not get a repair quote until after the floors had been pulled up reflects extremely poor ************************ service.
Business Response
Date: 04/20/2023
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. Our records show a member of our management team was unsuccessful in reaching you via phone but was able to leave a voicemail. When you have a moment, please return ****'s (General Manager) call at ************.
Thank you and we look forward to speaking with you soon.
Respectfully,
50 Floor
Customer Answer
Date: 04/24/2023

Complaint: 19946542

I am rejecting this response because:
We did contact the business and after speaking with the *** *********************, we are still not satisfied with their response. There was no compromise in his answers. He continued to state it was a site issue and was not covered.
They initially stated they would do the repair, came and pulled up the floors in the dining room and kitchen and then proceeded to state it was a site issue. There was not a quote given on the cost of the repair until after the floors were pulled up and I had to request it.
The company refuses to provide any recourse other than dealing with the local **. When pointing out the large number of complaints the ** stated that is what the BBB is for, to handle negative complaints.

Sincerely,

***************
Business Response
Date: 04/25/2023
Hi Valued Client,
Thank you for your feedback. As previously discussed, high levels of moisture were found during an in-home assessment (see attached photos) which is a site related issue and would void the product and installation warranty. Installing a 6-mil poly is an acceptable form of moisture barrier.
As noted on the product verification form on the day of installation the moisture was within the normal range of industry standards. Had moisture been high or prevalent on the day of installation, it would have been discussed and addressed before any installation is performed, because it would affect the installation and not follow the manufactures standards required by 50 Floor.
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 labor & material cost of $2,226.57.
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: 04/27/2023

Complaint: 19946542

I am rejecting this response because: The ** initially stated they would repair the floor at no cost to us. The installers come in, tear up half the floor and AFTER the fact state it is not covered. We are left with a concrete floor and now if we want our floor back we are required to pay for it to be replaced. We never had the choice to say no, we will leave the floor as is. When we attempted to ask for any other recourse and speak to someone else, we continue to get the same response, "I (**) handle anything in this market, there is no one else." When he stated he would repair it at no cost and demolishes our home and reverses his committment, we are required to pay more to have our home restored. No one would or should except those circumstances.

Sincerely,

***************
Initial Complaint
Date:03/29/2023
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.
We got our floors done by 50 floor on February 9th 2023. That is when the floors were started. The floors ended up taking longer than needed due to additional damage that was found. During this time one of our windows was broken, our walls were messed up and had holes and hand prints all over it. They left everything a mess and we had to pay to have the trash hauled off. We have been trying to communicate with 50 floor and the person they subcontracted to no progress. They tried to not give us as much as what we spent to fix their damages that they did. Now they wont contact us back to resolve this on going issue. We have pictures and videos of the damage and trash they left. We want something to be done and we dont want this to happen to someone else. My husband ********************************* had sent a previous claim to BBB but we have not heard anything. So I wanted to send one as well. Hope to hear from someone.
Business Response
Date: 04/03/2023
Dear Valued Customer,

We have reviewed the notes on your account and see that a refund in the amount of $658.49 was issued to the cc ending in **** on 3/17/23. This amount is for $173.49 Lowes receipt you provided, $300 for the window you stated was damaged, and $185 for the dumpster. We hope you find this to be acceptable and we apologize for any inconvenience this may have caused.

Respectfully,

50 Floor.
Customer Answer
Date: 04/06/2023

Complaint: 19870244

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:03/28/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When I ordered the flooring I was assured that the installer could move washer/ dryer.When the installers came today, he did not know how to do that, so I ordered them to leave.50 Floor has more than ****** of my ********************************* could not tell me when I would be getting a refund. In addition, they want to charge 20% cancellation fee, although they sent someone who couldn't do the job. I want my entire deposit back.
Business Response
Date: 03/30/2023
Hi Valued Client,
We have read your flooring job notes and see your local market's management team has provided a resolution to your concerns. Thank you for bringing this to our attention. If there is anything else, we can assist with please feel free to contact us at ************.
Respectfully,
50 Floor
Customer Answer
Date: 03/30/2023

Complaint: 19862487

I am rejecting this response because:
They have not completed the refund. When I have received my money back, the complaint will be closed.
Until then, no dice.
Sincerely,

*********************
Business Response
Date: 04/03/2023
Dear **************,

Refund was processed on 3/31/2023 and should be hitting your account today or tomorrow at the latest depending on your bank and their processes. Again, we apologize for any inconvenience.

Respectfully,

50 Floor
Customer Answer
Date: 04/03/2023

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.
However, until I have the money, things remain the same.
Sincerely,

*********************
Initial Complaint
Date:03/28/2023
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.
I had them came out to give me a price for our bedroom , we agreed on the price I paid them 750 dollars down a few days later after listening to my neighbors loud music I decided I needed more insulation under the floor so I called them and the girl told they could and would do it when they came out they didnt have it so I told them I didnt want it and they said they would charge me a restocking fee of 20 percent and they did 20 percent of the total bill they did not have to restock the whole bill I was fine with restocking fee frr the flooring but not the total bill
Business Response
Date: 03/30/2023
Hi Valued Client,
Thank you for your review. We apologize for the negative experience and see you have spoken with our management team and a full refund will be issued to the original form of payment. Please allow up to ten business for this transaction to be completed.
Respectfully,
50 Floor
Initial Complaint
Date:03/21/2023
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.
Six weeks ago we were told the job was finished. We were told by salesman it may take 2 to 2 1/2 days to put in 5 rooms of flooring; but when we returned home from work on day one, they were packing up saying they were finished. But within 10 minutes of them leaving, I found the bathroom door wouldn't close, the toilet was not caulked, there was quarterround not attached, a missing transition piece from the bathroom to bedroom, rubber piece that goes under the dishwash was not attached, and all nails in the transition piece from kitchen to livingroom were sticking up at least 1/2". We called ****, who is in charge of the workers, to tell him of these issues. He scheduled an appoiontment the next week to come look. That day arrived and he called to say he couldn't come-didn't make another apt. We called, finally reached him, set for the next week. That day came, he didn't call, he didn't show. About 10 days later he sent his assistant to look who agreed these ************* to be fixed, but we've not heard from them since. I reached out to the saleman, who said 50 floor had great service after the sale. He said he would try. No results. My newphew has tried to reach out but **** refuses our calls and texts. I paid the full amount due when they SAID the job was done. They were just in a hurry to fininsh and no one did any type of inspection to check these issues. I found them instantly, but they rushed out the door, so I've had to rely on the supposed manager. The name on the contract is ******** (or *****) *****. I am the co-owner of this home.
Business Response
Date: 03/27/2023
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 was unsuccessful in reaching you via phone but was able to leave a voicemail. If you haven't already done so, please give our General Manager, ***** a call at **********************.
Respectfully,
50 Floor
Customer Answer
Date: 03/27/2023
Yes, someone did call and leave a message and finally spoke to my sister. This matter is not resolved. We have spoken to several people over the last 6 weeks, but no one to date has actually fixed the errors. A new call was to be made today to make a date to come fix SOME of the issues. I will not close this complaint until all issues have been fixed to our satisfaction.
Business Response
Date: 04/03/2023
We have reached out to the customer and have a scheduled appointment set on 4/4/23 between 2-3pm for repairs and resolution.
Customer Answer
Date: 04/05/2023

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.
I would like to thank ***** who took responsibility for my issue and handled it himself.

Sincerely,

***********************
Initial Complaint
Date:03/15/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have made several attempts to resolve this issue to no avail. Please help.From: ***************************** <**************>To: *********************************** <***********************************>Sent: Monday, January 16, 2023 at 04:52:53 PM CST Subject: Fw: Carpet Photos What is the status of this request?***************************** ************ -From: ***************************** <**************>To: *********************************** <***********************************>Sent: Thursday, January 12, 2023 at 01:10:54 PM CST Subject: Carpet Photos This carpet has never looked clean. Ten minutes after vacuum it looks dirty. There was no way to determine what this carpet would look like until after installation. I am completely disappointed in the way it looks. This is unacceptable and and I am requesting a refund or replacement. I also have more photos if needed. Please advise disposition as soon as possible. ***************************** ************
Business Response
Date: 03/20/2023
Hi Valued Client,
We understand your disappointment with 50 Floor and agree that this is not acceptable. It is important to us that our customers are more than satisfied and we appreciate the opportunity to make this right. Our records indicate you have spoken with your local market, and we are working to replace your carpet.
Thank you for bringing this to our attention and we look forward to resolving this matter.
Respectfully,
50 Floor

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