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

  3614 Green Park Cir Charlotte, NC 28217-2866

  
• 

  50 Floor, Inc.

  601 Bricksteel Ln Garner, NC 27529-9659

  
• 

  50 Floor

  818 Bluecrab Rd Newport News, VA 23606-4219

  
• 

  50 Floor

  5525 Cloverleaf Pkwy Valley View, OH 44125-4814

  

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:03/09/2023

  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.

  04/09/22 We sat down with a sales rep( ************************** and decided to let them remove carpet from the upstairs hallway and redo our stairs. In June they came to install the flooring and redo the stairs. Only one person spoke very little english. When it came time to stain the stairs, he showed me the stain in the can and asked if this is what I want. It was black looking so I assumed it was what I had picked out. On the paperwork it says " Hardwood - Expresso , Risers - Primer white" **** we picked out looked black. Black would match the flooring we picked out. So when they were done, the stairs were not black. Not even close. When I tried to talk to the gentleman, I got a blank stare. So when my husband came home he said he would be okay with it. But it still bothered me because it was not what we picked out. And i wasn't given any paperwork from anyone. So in December we called them back to get an estimate on the bedrooms to remove the carpet and install hardwood laminate. ***************************** was the sales rep that came out. I told him they did a good job other than they busted a hole in my wall and halfway fixed it and the stairs were the wrong color. So he told us that it was still within a year that if I called customer service that they would correct it. So that is what I did. I called on 12/21/22. I got to privilege to deal with a manager named ******* out of the ******************* He accused me of changing my story which let me know that he wasn't really listening and taking in all the details. He got an attitude with me and the last time I heard from him he was suppose to call ************************* and see is she could give them some info and he said he would call me back and have never heard anything. So I contacted headquarters on 01/04/23 and they too heard my story and said we will get back to you. And I made a comment on their ******** page and they started messaging me. Again my story was told. I have more flooring that needs to be done and I have had people ask who did mine. As of right now, I cannot and will not give them a reference of any kind. I would suggest recording and videoing any and all transactions with 50 Floor. Take a picture of what you pick out and keep EVERYTHING in a file. I did get recordings of my dealings with *******. The pictures attached show what it should have been and what it is.

  

  Business Response

  Date: 03/16/2023

  Hi Valued Client,
    Thank you for taking the time to communicate to us why our product/service did not meet your expectations. Please accept our sincerest apologies. After further research we see the agreed upon stain of choice, Espresso, was used to complete the stairs and signed a certificate of completion on 6/08/2022. As stated, it was brought to our attention months later; however,we want you to be happy with your stairs and move forward with providing an amicable solution. 50 Floor will be happy to complete a secondary stair sand &refinish if our client is willing to provide the stain and at discounted labor cost of $294.00.
  We have attached the signed documents for your viewing.
  Respectfully,
  50 Floor

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19562023
  
  I am rejecting this response because: I feel like the salesman told us what we wanted to hear to make the sale. He said they would take care of it . Yes the paperwork shows expresso but the picture we seen when we picked it out looked black. No one is admitting their mistake. Our original plan was to find someone that was honest and did a good job. The lady we seen took measurements of the whole house knowing this was the plan. We were showed pictures of different kinds of stain for the stairs. What we picked was black. What she wrote down was expresso. What we got was not what we picked out.  I will keep what I have but I will not let them do the remainder of the house and I will not give a review other than to record everything said and take pictures of  everything you pick out because when somthing goes wrong they will call you the liar.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/21/2023

  We are very sorry to hear of your disappointment with our resolution and want to thank you for your feedback. We will continue to honor our offer to resolve and if granted the chance to move forward, please continue communication with our local market's management team at ************.

  Respectfully,

  50 Floor

• Initial Complaint

  Date:03/04/2023

  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 11/22/2022, I hired 50 floor to install some luxury flooring in my kitchen and wooden trim to match my existing trim. Also, Carpet was to be installed in my living room and front room, along with thresholds. The job took several visits to my house due to the kitchen trim not being installed correctly and it did not match my existing trim. The crew came back and corrected the trim and matched the trim to the existing trim. Also, there are 3 boxes of luxury flooring that was left at my house that was not needed that I was charged for due to the estimator not knowing how to measure the proper measurements for the kitchen. See pictures. The carpet was not stretched and tacked down so ******************** had to come back and stretch and tack down the carpet. The thresholds/transitions to each room were not completed. The first and only time the thresholds/transitions were put down was the new kitchen flooring up against my old carpet. A week later ******************** came back and put the new carpet down but did not do the thresholds/transitions. Still to this date the thresholds/transitions have not be installed. I have had several email contacts with the contractor/50 floor employee and had had not resolution on the finishing up of the job so I could pay the remained of the bill.On 11/22/2022, I wrote a check for $2,437.50, when the project was complete, I was supposed to pay the rest of $2,437.50 for a total of $4,875.00. However, I have not made the final payment due to the fact the job has not been completed. There has been email chain with 50 Floor employee ******************* pertaining to fixing the forementioned issues and picking up the extra unneeded kitchen flooring material and being credited for it. However, his promises of reduction of my bill, the fixing of the thresholds/transitions and the pick-up of material has not been completed. A lien has been put on my house by 50 Floors.If you have any questions please feel free to contact me.*********************

  

  Business Response

  Date: 03/09/2023

  Hi Valued Client,

     Thank you for taking the time to bring this matter to our attention as it gives us an opportunity to review and address the specific concerns at hand.

   As previously discussed, a refund of $126 was applied to the balance for the transition concern. We also offered to refund for the left-over material pending pick up arrangements.

  50 Floor would like to honor our previous conversations or attempt to re discuss and resolve the concerns, but we have been unsuccessful in reaching our client by phone or mail.

  Please see supporting documents and at your earliest convenience return ***** call at ************.

  Respectfully,
  50 Floor

• Initial Complaint

  Date:02/28/2023

  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.

  We had our bedroom/hall done by 50 floors and in hall a piece was coming up, I called and they sent someone promptly to correct it, now my threshold to bathroom came loose, called about a month and a half ago, spoke to *************************, she said she needed pics sent, I do not have a cell phone to take pics, she said have children take pics, I do not have any, have grandchildren take pics, really?? I finally had someone take pictures this past Friday and sent them, now she calls and says she needs better pics lol, I talked with other people in 50 floors asking for help as ****** cant seem to help me, ****** calls back and tells me I can't help that you don't know how to take pics OMG really, she said she needs different angle pics! She is just giving me a runaround! I call back and spoke again with ******* who was supposed to have ****** (mgr) call, now ****** calls back saying she can have service come out but it will cost us 220 plus materials, really???? after all the money we spent on this floor and we told them we were going to have our living room in same flooring, terrible and condescending service, they took our money and now no service or help in resolving the problem just aggravation. We just wanted that piece fixed so the rest of the floor doesn't get ruined.

  

  Business Response

  Date: 03/01/2023

  HI Valued Client,

     Thank you for your review and bringing this to our attention. We sincerely apologize for the negative experience. Our records indicate you have spoken with a member of our customer care team and an appointment has been scheduled for Friday, March 3rd to re secure the transition at no cost to our client. 

  Thank you again, and we look forward to seeing you soon. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:02/22/2023

  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.

  Bought hardwood floors from 50 floors in December of 2021. The floors were installed July of 2022 and they looked great until it came time to put the trim down! The trim looked so cheap and not completely painted compared to the floors. We let them put the white trim down because it looked better than the grey. While putting down the trim they accidentally put in white trim in front of the fireplace like a framed picture. I called 50 floors to explain that I didnt like the white trim around the fireplace. The installer shows up with a piece of trim he had never shown us that looked perfect with the floors! The installer tells me to call management, they will reimburse you the monies for the trim, and I will come and install the trim when you get it. So I called 50 floors back to inform them that I prefer the new trim that was replaced in front of the fireplace. So they returned the cost of the trim, which was $300. Unfortunately, it took 3 months to get all the trim. Finally, I got all the trim and called the installer, as he told me, he told me he was going out of town and would install the trim upon his return from his trip. This is Nov. of 22 I never got a call back. I finally call him by Dec. 13 and he tells me he will come and fix when he gets ready . I called the manager and he tells me we dont have to install them because thats not our responsibility. It surely is how you give us monies for the trim and your installer says he will install but doesnt! This is business and I except all my monies back we have paid for installing trim that was part of our $8700 bill per my conversation with the installer and manager. They had better trim and didnt install it with the floors! And I was told I am not the first customer to complain about the trim!! So why keep buying trim the doesnt match your floors? We had to spend an extra $600, like I told the manager I was verbally told by your company they would fix their problem and they did NOT!

  

  Business Response

  Date: 02/27/2023

  Hi Valued Client,

     We apologize for your unfavorable experience with us and appreciate you bringing this to our attention. With every flooring project we strive to ensure each installation is installed properly and to industry standard. Our records indicate you have spoken with a member of our management team and have refused further service. In order for 50 Floor to complete a resolution, please continue communication with a member of our management team, ***** at ************ ext.

  Respectfully,

  50 Floor

• Initial Complaint

  Date:02/13/2023

  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.

  Order high end quality carpet and padding from company for my 82yr old mother in her home. I was not there the day of the install, i went over last Friday 2.10.2023 and it is the cheapest carpet and padding that could have been put down not to mention that it isn't the color that was on the contract. It doesn't even smell new. I call customer service the same day and left a message no phone call back - stated today he was out for a sick child 50 floors has no other managers to cover?He tells me because the care taker that was at my mother's home signed the completion "oh well" and it is the same carpet and padding just not the color. If that was even the case WHO CARES IT ISNT CORRECT.I spend $600.00 on a pod and $2500 for a moving company to pack all belongings and move into the pod for this installation to occur.The local customer service representative would not admit to the mistake and then wondered why i was angry. Start with the fact it isn't even the CORRECT COLOR.I request to speak to his boss a regional manager and it is top secret information and would not give it to me. I have never experience such poor service and i am a repeat customer

  

  Business Response

  Date: 02/20/2023

  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 time and bringing this matter to our attention.

  Respectfully, 50 Floor

• Initial Complaint

  Date:02/12/2023

  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.

  On 06-14-22 I signed a contract to replace my wood floor. The work started on 07-18-22. The contractor (***) sent 1 installer. He didn't have the equipment necessary to remove the exist. floor. He came back the next day with a small push machine and still couldn't do it.. He said he needed a heavier machine.The *** called me and said the machine was going to cost me another $400. I ask why and he stated that it is for unforeseen conditions. I told him that the contract did not specify anything like. He asked me to share the ******** had to do it before he rented the equipment. I was under duress since my house was already a mess and I needed the job to start asap. The installer came back with a 600# machine causing damages to my paver walkway, and some bricks while pushing ***************** inside the house. The installer couldnt manipulate ***************** and quit the job. The contractor sent a new crew a few days later.The work was finished on 08-09-22 but there was a punch list the *** had to finish. I notified the *** immediately about the problems and he promised to send the crew back as soon as possible. On 08-11-22 they sent one of the installer to fix the problems and he said he couldn't do it and left. The *** promised to take care of my and he was going to find someone to repair the damages. Later he informed me that it was better if I could find a local person to do it. I agreed to it but it took me some time to find someone. On 12-20-22 I finally found a handyman that said he could do it and I sent the *** a copy of his estimate. His response was that he wasn't going to pay for all the repairs until he talked to his boss. But he never got back with me. I kept sending texts asking if he talked to his boss and he just ignored me. He did not even answer my calls.

  

  Business Response

  Date: 02/16/2023

  Hi Valued Client,

     We want to thank you for bringing this matter to our attention. Please accept our sincerest apologies for the inconveniences that these concerns have caused you. Our records indicate you have spoken with local market and have agreed to a refund amount of $1,200. Please allow up to ten business days for this transaction to be processed. 

  Thank you again for giving us the opportunity to make things right. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:02/10/2023

  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.

  50 Floor showed me pics of the flooring I was ordering and it looks nothing like what I ordered. I'm not sure if this was installed incorrectly but it is not what I envisioned for our home as it looks like tiger stripes on my floor. This needs to be resolved and something done about this as this is not acceptable. I have tried to call the install contact to no avail as this is not a good product as they never tried to level the flooring and there are spots where it seems to be popping up.

  

  Business Response

  Date: 02/14/2023

  HI Valued Client,

     Thank you for taking the time to communicate to us why our product/service did not meet your expectations. We apologize for your frustrating experience as this does not live up to our usual standards of customer service. 

  After further research, we have found that your flooring does have characteristics marks that are part of the product; however, we understand this look may not be for everyone and we appreciate the opportunity to make things right.

  We see you and the 50 Floor management team have been in contact and a resolution have been reached. 50 Floor will replace the flooring and absorb the cost of the labor while our client with purchase and choose a new floor.

  Thank you again for allowing us the opportunity to address your concerns.

  Respectfully,

  50 Floor

• Initial Complaint

  Date:02/09/2023

  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.

  All upstairs flooring (except one bathroom) was replaced on April 12-13,2022. On 4/13 I sent the install manager, *******, pictures of damage to a light fixture on 4/12. The installers were onsite and aware at the time it happened and said they would replace the glass cover that was broken. The second issue occurred the night of 4/13 after the install was complete. The company advertises that they move all furniture and upon completion of the flooring, will put furniture back in place. A bed was put back incorrectly which caused the frame to bend and box springs broken. I spoke with ******* and sent pictures of all damage. He said I would receive a call from ******************* a general manager with the company. There were some minor work that still had to be completed and they scheduled to come out once parts came in and those tasks were complete. On May 20th, ****************** (project ******** ***** (installer) came to inspect. An apology was given and I was assured I would receive a refund for the money spent to replace the bed frame, however the light cover was not replaceable because he had never seen that happen before during an install job. I inquired about the refund with ***** on several dates (7/13, 7/18, 8/12) via text and other dates via phone. I received one text response on 7/18 stating Double checking with accounting to make sure they have the request form submitted. Ill update you tomorrow if thats right. I did not receive an update. I have made several attempts and called the online customer service number. They took a message and said someone from the local office would call. I never received return calls. We replaced the frame twice and finally the box springs because it could not be fixed. It is frustrating that they advertise moving furniture as a selling point. Had we know the potential for these issues we would have moved the furniture ourselves. If the company would just stand by their word of making this correct that would be appropriate.

  

  Business Response

  Date: 02/16/2023

  Hi Valued Client,

    Thank you for taking the time to communicate to us why our service did not meet your expectations. We agree this is not acceptable and would like to apologize for the negative experience. 

  We have every desire to address your flooring matters. Our management team is currently reviewing over the details of your concerns to be able to provide the best resolution possible.

  Thank you again for bringing this to our attention. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 19371144
  
  I am rejecting this response because: their response to my calls has always been one that says someone will respond or I will hear back and I get the run around. I will not accept more words but rather need to see action from this company. Its been too many months of chasing them. 
  
  Sincerely,
  
  ****** Peace

  

  Business Response

  Date: 02/23/2023

  A refund of $250.00 has been submitted. Please allow ten to fourteen business days to process to your original form of payment. 

  Thank you again, for bringing this to our attention. 

  Respectfully,

  50 Floor 

  Customer Answer

  Date: 02/25/2023

   
  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,
  
  ****** Peace

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had hardwood installed in 2016 and chose 50 floor because of the Lifetime warranty they advertise. When the install day came they had already delivered 3 in wood to the house, but that was the incorrect size, we wanted it to match the 2 inch so they went to the warehouse and got the material. The installed the product that day instead of letting the floor acclimate for a few days. The wood is now warping and we have tried numerous times with calls and emails (with photos) to get a response. We finally got a response today after a year of trying and they say that they only honor 1 year install warranty despite advertising lifetime. It is an install issue, so the manufacturer will not cover the cost and they are now saying that we have to pay to fix their spotty workmanship. They refuse to stand behind their work and are preying on consumers by advertising a Lifetime warranty without backing it up.

  

  Business Response

  Date: 01/30/2023

  Hi Valued Client,

     Thank you for bringing this to our attention. We see an appointment has been scheduled for January 30th with a member of our management team to assess your concerns. 

  Thank you again for your review!

  Respectfully,

  50 Floor

  Customer Answer

  Date: 02/03/2023

  Someone did come out to inspect the issue and send the information to the 50 Floor corporate office.  He stated that they would contact me within **** days, which would put us at expecting a response by 2-9-23.

  

  Business Response

  Date: 02/13/2023

  Our records indicate an appointment has been scheduled for March 13th to have the flooring refinished. 

  Thank you again for bringing this matter to our attention and we look forward to the scheduled appointment. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 02/17/2023

  We do have an appointment scheduled to have the floor refinished and we will see if that remedies the issues we have.  It is important to note that they are still wanting payment to fix the issue that they caused which is unfair.  I am sure that they will lose more than $700 from the reviews I left across multiple platforms and will remain there if I am still required to pay to fix the issues.  I have gotten over 500 views.

  

  Business Response

  Date: 02/27/2023

  We make every effort to exceed all our customers expectations and are regretful that you are unhappy with our resolution but appreciate you sharing your feedback.

  Per your 50 Floor contract we provide a Gold Star One-Year Installation Warranty which consist 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. 

  We thank you for bringing your concerns to our attention from your 2016 installation and we look forward to working with you on 3/13. 

  
  

• Initial Complaint

  Date:01/24/2023

  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.

  50 floor was contracted to come out and replace the floors with a final planking. They did not follow the directions of the manufacture. And the floor has started to separate and has caused injuries to my autistic son. A manager with the company came out and admitted that it was their mistake and then I would hear back. But I never did. Ive had two separate flooring contractors come out and state that the floor was improperly installed. Additionally the manufacturer of the flooring stated they get multiple cars a week from dissatisfied 50 floor customers. They took advantage of my wife when she was single and collected the money and did not complete the job as they had Stated.

  

  Business Response

  Date: 01/27/2023

  Hi Valued Client,

     Thank you for your review and bringing this matter to our attention. Please accept our sincerest apologies for any inconveniences this issue has caused you. 

  It is our understanding that a manager has reached out to you, and we are currently working toward a resolution. 

  Thank you again for your review and giving us an additional opportunity to further address your concerns. 

  Respectfully,

  50 Floor