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.
If you've experienced an issue
Submit a ComplaintThe 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:11/02/2022
Type: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.
***************************** (my Husband) and I signed a contract with 50 Floor on February 19, 2022. We hired 50 Floor to repace all of our carpeting with the flooring we bought from them and to place all new floorboards in our home.We paid 50 Floor 22,000$ total$5,000 was earmarked for the floorboards work.The salesman was ************ ; he did all of the measuring for the job.As it turned out, ************ did not measure correctly and there were not enough floorboards to complete the job.50 Floor refused to send someone to my home to measure the number of floorbards needed; instead, they just threw out a number and said is the number of floorboards needed. They did not give me an opportunity to speak to anyone about the work that was still to be completed .******* was the Employee who finished the work with the baseboards . His work was very shoddy and very unsatisfactory!!!50 Floor did nothing about the shoddy work and obviously arent planning to do anything about it.I want the work completed to our satisfaction, as they promised, or they should refund some of the money we gave them.
Business Response
Date: 11/07/2022
Hi Valued Client,
Thank you for your review. Our records indicate a member of our management team, *** left a voicemail and would like to discuss and schedule an appointment to resolve the concerns. If you haven't already, when you have a moment, please return our call at **********************.
Respectfully,
50 Floor
Initial Complaint
Date:10/20/2022
Type: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 June 28th 2022 A salesman from 50 floor ********* came to our home to quote a job. He went through about **** sq ft of our house upstairs downstairs measured everything and we told him we would like LVP waterproof flooring. He then proceeded to pull out two different brands of LVP flooring and told us that these two were specially made for stairs which we have a flight of stairs going to the upstairs master suite. One step up to the bathroom in our closet and one step to the bathroom in our master bedroom. We picked the color we wanted he assured us how beautiful it was going to be and they warranty all of their work and all the good stuff. Gave us a price when it came down to it of $16,000 for everything. I thought it was high but you get what you pay for so we agreed and signed the contract. We immediately paid 10k that night. Fast forward two months for material to come in. Called to schedule the install dates because it was a 2 day job. Scheduled the dates and immediately when they started ripping out the carpet upstairs is when I met ****. He called and said the floor was unlevel they need to do $1800 worth more of work for the floors to be correct so I have him the go ahead to make it right. After the first two days of work a lot of the flooring was completed and for the most part didnt look bad. The stairs however all of them havent been done. I called ************* said they will schedule another day to come finish the stairs. They scheduled another day they came and nothing was done. Then **** proceeds to tell me that the stairs cant be done as originally in the contract after all the materials were bought but they can be stained? The stairs upstairs also cant be done at all for some other reason. They left carpet on them! It looks ridiculous. They have been out 4 days and the job still in not completed. I contacted **** again he threatened to put a lien on my house if didnt pay remaining $6800. I told him No because the job is not done! Please help!Business Response
Date: 10/25/2022
HI Valued Client,
We want to thank you for bringing this matter to our attention and apologize for the experience you have had with 50 Floor.
Our records indicate an appointment is scheduled for October 25th to complete the stair(s).
Thank you for your time and patience in working towards a resolution.
Respectfully,
50 Floor
Initial Complaint
Date:10/20/2022
Type: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 install luxury vinyl tile all throughout my house in December of 2020. It started coming apart everywhere almost immediately. I had them come out and fix it twice. The second time they just put brown glue in the cracks. The glue came out and the boards are pulling apart even more. You can see the subfloor in several places. They sent someone out again to take pictures and address the problem. The man who came out said it was a mess and needed to be redone completely. He said he was writing a report and they would contact me. That has been over 3 minths now. I have called numerous times and was told the manager was no longer there but my paperwork should be on his desk somewhere and they would find it and call me. Still no call. At this point I would like them to come replace all the flooring or give me my money back so I can hire a. Company who knows what they are doing. I'm so embarrassed of my floor and it cost me a lot of money.Business Response
Date: 10/26/2022
Hi Valued Client,
We see you have spoken with a member of our management team and working towards a resolution.
Thank you for your time and patience and giving us an opportunity to address your concerns.
Respectfully,
50 Floor
Initial Complaint
Date:10/17/2022
Type: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.
******* came to my home on 8-29-22 and measured the upstairs are for flooring. He gave me a price and I went with it, however, being a senior citizen, I should have had someone with me. The quote was hand written and did not have a breakdown of the amount quoted. Such as how much the flooring was per square footage etc. So, I called 4 different people to get this information so that I would know I was not being cheated. They said that they dont do breakdowns. So I dont know where else to turn. The promotion they had was 60% off price of flooring. They quoted a price of ****** and 60% off made it *****. After I discussed it with a friend of mine. She said the price sound inflated. As a consumer, dont I deserve the specifics of what I am paying for?Hope you can assist me in getting the breakdown.Business Response
Date: 10/21/2022
Hi Valued Client,
We want to thank you for taking the time to speak with a member of our management team regarding the requested information above.
While we understand you would like to take some time, we thank you for the opportunity and hope to be able to work with you in the future. Until then your contact has been cancelled and a full refund has been issued. Please allow ten business days for the refund to be processed back to your original form of payment.
Thank you!
50 Floor
Customer Answer
Date: 10/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:10/12/2022
Type: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 flooring put in late June and early July. We tried to find a color that matched and found something comparable to our brown floors. What we received is red. I was quickly rushed to review the job at the end and gave me my receipt without even Having me check off to make sure i did a thorough review. I have called 3 times as we have nails popping, wood is chipped and the shoe molding was coming loose as the worker stood there. In addition the center of our room has mix matched wood. Over all the job looks really bad and this is not at all what I expected. I have called in 3 times with no response. Our new floor previously carpet now laminate floor is not installed correctly and I am disappointed to the point that I have the door shut to that room because I cant look at the color or the formatting of the wood and footing.Business Response
Date: 10/14/2022
Hi Valued Client,
We are sorry to hear you were less than satisfied with your flooring service. We strive for excellence and when we fall short of this, we try to do everything we can to resolve the issue.
We see you have been in communication with the local management team. 50 Floor has ordered material to replace the planks within the center of the room for a more compatible variation. We will also discuss quarter round stain options to see if our client prefers a different one than what was installed.
Thank you for your time and patience as we continue to complete a resolution toward your flooring concerns.
Respectfully,
50 Floor
Customer Answer
Date: 10/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:10/12/2022
Type: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.
50 floor installed material that was defective. Splitting is occurring throughout my home. I notified them because the material was guaranteed even though the installation has a one year warranty. I sent pictures as I was requested and never received a call back. I submitted a complaint through another company and received a call and was told they would come check it out however, that never happened.Business Response
Date: 10/17/2022
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.
After looking into your file, we see you and the 50 Floor management team have been in contact and a site visit has been scheduled for 10/17.
Thank you for time and bringing this matter to our attention.
Respectfully, 50 FloorCustomer Answer
Date: 10/19/2022
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.
In addition I would like to state that 50 floor has promised to replace the flooring throughout my home with same color pattern with an improved locking design.I hope this happens before the Thanksgiving holiday.
Thank you for your assistance.
Sincerely,
*********************Initial Complaint
Date:10/11/2022
Type: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.
September 29 2022 install flooring Following week later some assistance support the claims *********** to do flooring correctly oct 5 2022 still today un done floor need to order receive material because insurance lost 50% replacement because floor not complete this is on going they are asking **** hundred dollars 1 condition crack concrete to be seal concrete floor 2 polyurethane conditioner flooring the associated we do repair last week finally to move forward still today needed answer why problem not correct 2 week now it to order materials to correct this problemBusiness Response
Date: 10/12/2022
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. We see an appointment has been scheduled for 10/15 to address these concerns and want to thank you for giving us an opportunity to be able to stand behind our work. We offer our Gold Star One-Year Installation warranty which 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. Until then, thank you again for your review, and please feel free to contact us at ************.
Respectfully,
50 Floor
Customer Answer
Date: 10/24/2022
Starting day was 9/28/22 but it wasn't until 9/29/22 response was problem with van they explain still job wasn't complete correct next days salesman come out cannot understand why it's was incorrect installation from the condition lay out office send some one to assistance about problem solving issues took place week after completion wasn't still made following week ending others employee couldn't understand cutting corner to customers that is payment of 4,800to to products was total outstanding amount results was poor second service follow what was required now 10/19/2022 or should say 10/20/2022 was correct they claim after all was said done well talk about receive a refund request was looking for ****** but my time lost with my stuff in boxes my plant in/out no show and everything up side down 2 1/2 week wasn't easy ask for increasing lost they which of ****** bank refund to credit receive from well Fargo I received Compensating of ****** lost day and time from 50Floor not ****** dollars still have not received any attention from managers or supervisor when other people or customers should look out spam some comments company aren't doing to spam folksBusiness Response
Date: 11/01/2022
Our records indicate you have spoken with a member of our management team regarding a resolution of $225.00 refund which will be applied to your original form of payment.
Thank you for your time and patience.
Respectfully,
50 Floor
Initial Complaint
Date:10/09/2022
Type: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.
Tiles they layed are pulling up and breaking. Have paid for some tiles to be replaced. Other tiles are still pulling up. Have spoken with Axis, the manufacturer, and was advised to speak with 50 floors. Spoke with 50 floors and sent email pictures of the problems. They have not not responded to my emails or addressed our issues.Business Response
Date: 10/12/2022
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 assessment is scheduled for 10/14. Thank you for time and bringing this matter to our attention.
Respectfully, 50 Floor
Initial Complaint
Date:10/04/2022
Type: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.
Had a new floor put in in July 2022 the floor is not installed correctly. Glue coming thru seams, boards coming up and soft wavy spots thru out the floor. The toilet was never reattached correctly now it wobbles.Business Response
Date: 10/07/2022
Hi Valued Client,
We sincerely apologize for the concerns you are having with your flooring and want to thank you for bringing this to our attention.
In accordance with your Gold Star One-Year Installation Warranty, 50 Floor will be completing a complete replacement at no cost to our client along with having a member of our management team on site to oversee the reinstall. The replacement will be scheduled once the ordered material arrives to our warehouse.
We want to thank you for your time and patience along with giving us an opportunity to make things right.
Respectfully,
50 Floor
Customer Answer
Date: 10/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:10/02/2022
Type: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.
Sept 1 2022 we purchased flooring a couple weeks before this date this is the date of install that was not done according to plan. The installers did not properly do the install right and made a mess that they left us to clean up, along with one of them taking a apple phone charger from my home I notify the company the day after because of Labor day they did not contact me until Sept 6th which the girl that called was rude and would not give me the managers name however that afternoon the manager **************** called me back I ask them to come to my home to see everything the installers did wrong because I could not capture everything in pictures he said he was to busy to come out and I would have to send him pictures after he review my pictures he called me the next day to tell me they would fix all the problems so he had another manager ***** call me to set up another crew to come out so they came to replace vinyl flooring along with redoing the trim work they have been here the last two weekends fixing the problems that the first installers messed up. once this crew pulled up the vinyl flooring we saw all the underlying problems so we are now concern with the wood floor and carpet that the 1st installers did that is not being redone. 50 Floors has my pictures and the 2nd installers have took pictures of the underlying issues. I picked 50 Floors thinking they would be a respectable company and very disappointed that they are not. The contractors that they choose to come out disrespects your home and belongings and the poor workmanship, also surprise of the lack of involvement from 50 Floors. I know this company is trying to fix the problems we have with the 1st set of installers but there is other flooring and carpet that was installed that is not being redone so we are concern with the underlying issues of that flooring after seeing the issues of the vinyl floor being replaced.Business Response
Date: 10/05/2022
HI Valued Client,
Your feedback is essential to our continued growth, and we appreciate you letting us know about this.
After further investigating your account, we see an inspection is scheduled for Friday, October 7th with a member of our management team.
Thank you for your time and patience as we continue to work toward a resolution.
Respectfully,
50 Floor
Customer Answer
Date: 10/11/2022
A 50 Floors Rep did come to the house on Friday the 7th. he took several pictures and told me they would have a meeting and I should here from them by Tuesday it is now Tuesday and the end of the day and have not heard from anyone which I thought I might because Sunday we discovered some issues in the half bath when we went to use it we do not use this bathroom often and found that the contractors did not even bolt down the toilet we had also purchased rubber toilet gaskets for them to put down instead of the wax toilet gaskets so when we had to pull the toilet we found that they did not use the ones we purchase they used a wax gasket and they took our rubber ones this is the 2nd toilet we have had to replace since they have installed our floors, we also found the the pedestal sink was not put back together so when we had to fix the toilet we discovered that behind the sink and toilet the floor was not done so I sat down yesterday and emailed them our findings of Sunday. I have also ask for the contractors that they are using I want to know that they have a contract license and are insured because they are fixing my plumbing that it seems like they have no experience in plumbing. the Rep as more less told me that I would not get an extension warranty for the install he keeps talking about manufactures warranty when that warranty covers product and not the installation of the product also in reading 50 Floors warranty they say they do not cover seams in their warranty which I do not understand since they have created these seams my kitchen floor now has 3 cuts where they cut it and glued it which the first floor they lay down did not have any cuts and my bedroom carpet has a 12 inch section that was seamed and the carpet they pulled up did not. I did let him know that the contractors he was using did not get to come back into my house they have been here 3 different times unsupervised and they have not gotten these floors and trimming right. That being said since the warranty is off the table I am asking for a refund on the vinyl flooring and install of it so I can bring in another company to fix this I have been dealing with this since the 1st of Sept. we are very disappointed and upset on this whole install. Thank you ***************************;Business Response
Date: 10/17/2022
Hi Valued Client,
Please accept our sincerest apologies for any delays you have experienced.We see you have spoken with a member of our management team. 50 Floor has agreed to replace the vinyl with an upgraded luxury vinyl product and will also address the toilet concern during the replacement.
We sincerely appreciate you time and patience as we continue to work towards a resolution.
Respectfully,
50 Floor
Customer Answer
Date: 10/18/2022
I have talked to 50 Floors Rep and we have reached an agreement however the work of the agreement is not done we are waiting on the *** flooring to be ordered and the installation to be done. As long as the installation is done correctly I will be satisfied I will respond as soon as the work is complete. Thank you ***************************Business Response
Date: 10/26/2022
Replacement is scheduled for 10/29. We look forward to resolving.
Respectfully,
50 Floor
Customer Answer
Date: 11/02/2022
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,
***************************
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