Complaints

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

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• 

  50 Floor

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

  
• 

  50 Floor, Inc.

  601 Bricksteel Ln Garner, NC 27529-9659

  
• 

  50 Floor

  2868 E Kemper Rd Cincinnati, OH 45241-1820

  
• 

  50 Floor

  2500 Central Pkwy, Suite C Houston, TX 77092

  
• 

  50 Floor, Inc.

  9580 Delegates Dr Orlando, FL 32837-8374

  

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:08/27/2022

  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 contracted with 50Floor to replace all the flooring in our home in April 2022. As of today they still have not completed the installation to our satisfaction. The Assistant General Manager, *************************, has advised us that he does not have time to read our letters, we get no response from the main office and we can no longer reach Cleiton as he does not answer phone/text and the message is full and does not allow a message. He came to the house on 7/21/22 and wrote up a work order for all the problems we have from the installation. He advised he would have another crew come on Monday August 1st to do the repairs. He expected a half day work and assured us he would schedule his best crew, order the product and have the repairs completed. However, we had to call at him at 9:45am when no one had shown up to find out he scheduled on Tuesday instead of Monday (which we were unable to be present for the repair). So rescheduled to Thursday August 11. On Thursday 1 man, ******, showed up with 5 pallets of product. He was not told what was needed done and was under the impression that we had 1 unfinished room that needed the product laid in. He advised that the issues we have will require most of the upstairs floor be removed and relaid - he did not have enough product or a team to handle, AND advised it was at probably a 2 day job. ****** advised ******* was on vacation and would be in touch on Monday. We have also voiced concerns about the way the floor was laid, not following the manufacturer instructions, and requested documentation of the warranty. As of today we have been able to get in touch with *******. We are asking for help getting this flooring properly laid, the warranty information, and the damage to our wall in the bathroom repaired. He has in the past offered to give us a discount based on the problems but has never came through. We are asking for your help to get a resolution. Attached are our letters we have sent including pictures.

  

  Business Response

  Date: 08/31/2022

  Hi Valued Client,

     Thank you for bringing this matter to our attention and we sincerely apologize for the delays. 

  We see you have spoken with a member of our management team and an appointment has been scheduled for 9/08.

  Thank you for your time and patience as we work toward completing the necessary repairs.

  Respectfully,

  50 Floor

• Initial Complaint

  Date:08/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had 50 Floors install new vinyl in our living room and dining room in January 2019. Good job. Had a small rip in the vinyl a year and a half ago. Had them repair it for ******. The patch started to come up last month. Called and scheduled a repair. The installers came on August 24 2022 and took up the old patch and put a new one down. I told the installers that it was not the same color but they put it down anyway. I called 50 Floors that day and had to leave a message. No one called back. I called again on the 25 and left a message, no call back. I called again (twice) on the 26th and left messages, no call back. They finally called back the afternoon of the 26th and they told me there was nothing they could do about it. The repair this time cost me $250.

  

  Business Response

  Date: 08/29/2022

  Hi Valued Client,

     We sincerely apologize you are not happy with our services; however, as previously discussed with our customer care team prior to the repair, due to the original roll of the vinyl's production date being 2019, the color can vary due to dye changes which can occur during the production stage of the flooring.

  Unfortunately this is completely of our hands. Please see signed attached paperwork stating the repair was completed accordingly. 

  50 Floor guarantees the quality of workmanship to be professional and in keeping with standards set by the flooring industry.

  Respectfully,

  50 Floor

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17783351
  
  I am rejecting this response because: As you can see the patch is so different that we will have to replace the entire floor. I told the installers when they were starting to replace it that it was a very different color. Instead of telling me that they could not match it. It had been patched by 50 Floors a year ago but that patch was coming up. I just don't think I should have to have paid a total of $450.00 for two failed jobs. And now are facing having the entire floor done again.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/30/2022

  Hi Valued Client,
     While we can understand the frustration you are experiencing with your flooring as previously stated, a site tear is not covered under the manufacture or our one-year installation warranty nor does it extend beyond a year from date of installation or repair. 

  While we make every effort to complete a vinyl patch with the same color has the originally installed flooring; in rare situations the color/shade can vary due to production which was previously discussed with customer prior to the repair and agreed to via signature. The product production process is completely out of our control. 

  If interested, we are happy to re-discuss and answer any questions regarding a possible replacement option with our client at a standard rate.
  Please see attached signed repair paperwork from both repairs.

  Respectfully,

  50 Floor

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17783351
  
  I am rejecting this response because: I do reject the response but I cannot fight big business and win. Thanks for your help and close the case.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/18/2022

  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 floors installed a floor in our downstairs. It came with a 10 year warranty. We have uneven flooring, and can not get anyone to look at it without paying them to come out.

  

  Business Response

  Date: 08/23/2022

  Hi Valued Client,

      We are sorry to hear of the challenges you have been experiencing and would like to discuss in further detail.

  Our records indicate a member of our management team ***** has been unsuccessful in reaching you due to not being able to leave a voicemail. 

  When you have a moment please give us a call back at ************ ex 5845.

  Respectfully,

  50 Floor

• Initial Complaint

  Date:08/15/2022

  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 have been trying to get assistance with a warranty claim filed August 1st for flooring done in my home by 50 floor. I have called at least on 6 different occasions and spoken with customer service and/or left voicemail messages. I have sent no less than 5 emails, yet I still do not have any update as to when and how this will be resolved.The flooring is loosening and coming ** in various areas within my dining/kitchen. This is as a result of an actual reinstall completed in September ************************************************************************************** June 2021. I am extremely frustrated and disappointed in this company.

  

  Business Response

  Date: 08/19/2022

  Hi Valued Client,

     We sincerely apologize for your experience with us and want to thank you for bringing this matter to our attention.

  Our records indicate of member of our management team left a voicemail on 8/18. When you have a moment please give us a call back at either ********************** (****) or ********************** (*****).

  Again, we want to thank you for your review and we look forward to speaking with you soon. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17719079
  
  I am rejecting this response because: I called **** back twice and left two voicemail messages. One on the 18th and one on the 19th and no one has called me back. 

  I just received this notification which includes a number for the gentlemen. **** didn't leave any contact information for the gentlemen, but she did leave his name.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/25/2022

  Hi Valued Client,

     An appointment with the general manager has been scheduled for Thursday to assess the concerns. 

  Thank you for your time and patience as we continue to work towards a resolution. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:08/14/2022

  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.

  They ripped out the carpet in my basement then said they found moisture and couldnt lay the floor, completely ruined my basement floor and just left. They laid the ripped up carpet over the bare floor and left

  

  Business Response

  Date: 08/16/2022

  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 within industry standard. Unfortunately, due to your subfloor being covered by existing floors, there are times when the installation team is unable to determine the extent of the work necessary to properly complete your installation until the take up has been completed. After further research, we see high moisture was detected along with concrete material concerns and while this is an unfortunate and unique situation, we sincerely apologize, but in order for us to ensure, warrant, and properly install the new flooring these issues would need to be addressed by a general contractor.
  
  Our records indicate a full refund has been processed. Please allow ten business days for refund to be completed to your original form of payment.
  
  If you have any further questions or concerns, please feel free to give us a call at ************ and we are happy to re discuss this situation in further detail. 

  Respectfully,

  50 Floor

• Initial Complaint

  Date:08/02/2022

  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.

  I hired 50 Floor to put hardwood in my entire upstairs and stairs. It was determined that the stairs had to be completely rebuilt because it was particle board. I paid an additional $2360 for this for a total of $16,960 for this job. The stairs were never finished. The additional sanding and extra coat were not done, the 1/4 round left undone as well as a giant crooked hole cut out of the brand new step. I have spoken with Connor ****** once. He has not returned my calls. I have an incomplete project. ************* walked out on the job when he learned I had called the company about his shoddy post and rail installation. I need the project to be completed including replacement of the bottom step that was butchered by their contractor.

  

  Business Response

  Date: 08/08/2022

  Hi Valued Client,

     We are deeply sorry to hear of your recent experience with us and want to thank you for your review.

  Our records indicate you have spoken with a member of our management team to be able to move forward with a resolution. 

  Thank you for your time and patience.

  Respectfully,

  50 Floor

     

  Customer Answer

  Date: 08/08/2022

   
  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:07/31/2022

  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 new floors put in the downstairs of my home. I now have ******* jams that look like an animal has chewed them.I called and sent pics to local store in ********* and was told they do not grow door jams.I signed the contract with them and they will not fix the problem.If,I had known they would damage my door jams,I would not have let them do the work.I should have gone with another company.I just want my door jams fixed!!!!!!!!!!!!!!

  

  Business Response

  Date: 08/02/2022

  Hi Valued Client,

     While we can understand the frustration you are experiencing,50 Floor is not responsible for adjustments to doors, door jambs or casing due to height difference which is part of the process with a new installation. 

  Please see attached supporting signed documents.

  Respectfully
  50 Floor

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17648721
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/04/2022

  Hi Valued Client,

    Thank you for your response.

  We have reviewed your signed contractual agreement and see 50 Floor has fulfilled its obligations as stated in the signed documents.

  Respectfully,

  50 Floor

• Initial Complaint

  Date:07/29/2022

  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.

  50 floor came out to my home in December of **************************** on my entire second floor. It was the worst installation job. They came back out to do repairs once and decided they needed to redo an entire bedroom because it was so poorly done. When they set a date Feb 19, 2022 to come out and replace said room no one showed up. Since this time another manager came out to see what was wrong only to find more seems throughout all bedrooms. (their manager said it was the worst install he had seen) Needless to say I don't want them coming out to touch the carpet. Only wanted to give me a 50% refund said a manager would call me on a Monday July 11th. I have heard from no one left numerous messages for ******************************* and no on returns my calls. This is pattern for this company weeks and weeks of no return calls and excuse after excuse. All I want is a 75% refund. Thank you for any help you can give me.********************************

  

  Business Response

  Date: 08/02/2022

  Hi Valued Client,

  We sincerely apologize for the issues that transpired during your time with us. 

  While we stand behind our Gold Star One-Year Installation Warranty we understand you have denied any further service; therefore, we see you have spoken with a member of our management team and a refund is being issued.

  Please allow up to ten business days for the refund process to be completed. 

  We want to thank you for your time and patience along with giving us an opportunity to address your concerns. Again, please accept our apologies.

  Respectfully

  50 Floor

   

  Customer Answer

  Date: 08/02/2022

  I took the 50% refund and walked away I dont ever want those people back in our home.  8 months it took them to resolve this,  8 MONTHS.  People wouldnt call back for weeks.  I have every single date I called someone and left messages,  Worst customer service I have ever had.  They should not have a good BBB rating IMO.  

  

  Business Response

  Date: 08/04/2022

  Hi Valued Client,

      We are very sorry for the inconvenience you experienced during this process and want to thank you for your feedback. 

  Respectfully,

  50 Floor

  Customer Answer

  Date: 08/04/2022

   
  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. It was my only choice, unfortunately and it took me writing to the BBB and posting a review on ****** to get someone to respond after 8 months of waiting.  

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

• Initial Complaint

  Date:07/29/2022

  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 purchased Berber carpet from 50 Floor. Shortly after installation, we noticed multiple snags. We contacted customer service, who was very slow to respond. An inspector said it looked like it could be a defect in the carpet roll, and if the carpet manufacturer didn't "make it right," 50 Floor would. After all the back and forth (outline in the attached pdf), the final decision was that our dog caused the snags.We've always had Berber; in fact, we were replacing 13-year-old Berber, that didn't have snags or runs. The salesman was at our house to show us samples; he saw our dog. The inspector saw our dog. The kennel that the dog is in for ********************************************** it; there are no snags.We are stuck with a carpet that we must be careful about when living on. We are careful when vacuuming; we have an area rug in the bedroom and living room and have to tell our 6-year-old not to run or practice karate in certain areas of the house.Date of transaction: November 29, 2021 The amount we paid the business: $6,543.00 What the business committed: carpet replacement or refund Nature of dispute: poor quality carpet: difficult customer service Please read the attached pdf with more details and reach out if you have any questions. We've uploaded six pictures, but I have over ********************************************* We look forward to hearing from you.***********************

  

  Business Response

  Date: 08/02/2022

  Hi Valued Client,

  Thank you for providing your time and patience. 

  The 50 Floor office previously filed a claim with the manufacture, concerning your home's flooring installed back in December 2021. An inspection was completed by a certified third-party inspector. Sadly, the claim was denied by the manufacture due to pet damage which is not related to manufacturing or 50 Floor.

  Please see attached supporting documents. 

  Respectfully

  50 Floor

   

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17630182
  
  I am rejecting this response because:

  Thank you for looking up the report that was done for the manufacturer.  We disagree with the inspection because we were told by the 50 Floor salesman that our household was "made for this type of carpet.  Just look at your old Berber how durable it still is after all these years".  I noticed in the inspection report that no other inspection had been done.  That is incorrect!  50 Floor had previously sent out their own inspector and stated to us that our carpet shouldn't look like this and that if the manufacturer found that there isn't something wrong with the production of it, that 50 Floor would make it right.  Where is the inspection from the 50 Floor inspector that came to look at it?  What I can include is pictures of our old Berber that is still in our dog's kennel as well as our stair runner that was bought on Amazon for less than $250.  Which doesn't show a single sign of wear even though our dog goes up and down it multiple times a day!  There are multiple snags and runs (which we pointed out to every inspector) in locations where our dog simple wouldn't even fit!  Again, we are concerned with the manufacturers report.  Where is the 50 Floor report?  Why were we lied to by the salesman and inspector from 50 Floor?  Since we were deceived from both the salesperson and 50 Floor inspector we feel we could at least report it to the state AG for deception and possibly go to small claims court since we really don't have much else to lose.  We continue to make payments on a product that is shameful to let others see, so at least 50 Floor is happy and able to maintain their payroll.

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

  

  Business Response

  Date: 08/08/2022

  Hi Valued Client,

      Our records indicate you have spoken with a member of our management team and we are working towards a resolution. 

  Thank you for your time and patience. 

  Respectfully,

  50 Floor 

• Initial Complaint

  Date:07/29/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the worse experience with 50Floors. *** technicians did a great *** but everyone outside of the technician didn't know what was going on. When the sales rep came for my consultation I was promised something that wasn't fulfilled. *** sale rep stated that I would get my baseboards replaced to match my other baseboard. I informed the sale rep that I had another appointment with another company right after her. She asked what she could do for me to cancel the appointment with the other company, and I told her I wanted a lower price and baseboards to match my other baseboard. *** day of the install I asked the techs if they were aware of my baseboard request and he stated that it wasn't on the order. He called his manager and inquired about it. *** manager stated that it wasn't apartment of my order. *** manager called me and assured me they could replace them, but it would be a $700 charge. I explained to her that was incorrect. I requested the telephone number of the sales rep ( couldn't locate at the current time) and the manager was very relucted about the request. She asked me to hold. She clicked over and contacted the sales rep. *** manager told me that the sales rep remembered the conversation, but there was a miscommunication somewhere. After ending the call I located the sales rep number. I called her and explained to her the dilemma. She kept stating that there was a miscommunication. I strongly believe things were said in order for me to sign up with 50Floor. If I knew what I know now I wouldn't have went with 50Floor. Also to end the install job the tech asked for payment. I explained to him that I financed the job. He stated that he didn't see that on his paperwork. He had to contact his manager again. When he called the manager stated the system was down and she couldn't verify at the time. *** tech ended up taking a picture of my invoice that the sales rep provided and showed him my cc that I received. *** ball was dropped once again.T

  

  Business Response

  Date: 08/02/2022

  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.

  We sincerely apologize for any miscommunication you have experienced as this is not the type of customer service we strive for. 

  Our records indicate a member of our management team has spoken with our client and offered two options which consist of compensation or 50 Floor purchases the baseboard with installation. 

  Thank you for your time and patience in this matter. 

  Respectfully

  50 Floor