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:07/28/2022
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 would like them to come out and repair the damage to my floors. I also would like them to pay me for the damage to my toilet and glass table they broke.
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 have completed extensive research and our records indicate your installation was completed in good standards on 11/07/2019 per signed documents; with, no indication of a glass table broken during installation.
Also, per your contract, 50 Floor will warranty gas and water line leakage caused by installer error for 5 business days after completion of installation.
50 Floor provides 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. This warranty is valid only for 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 or cleaning, abuse, excessive moisture, vandalism, or alteration.
After careful review of your signed contractual agreement, we see 50 Floor has fulfilled its obligations as stated in the signed documents.
Respectfully
50 Floor
Initial Complaint
Date:07/26/2022
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.
The men came and expected us to move the furniture. There's a big crack in the flooring in front of the refrigerator. I have emailed and called the customer service personnel. I have received nothing since May 19th 2022. We paid them and you would think they would work with us.Business Response
Date: 07/28/2022
Hi Valued Customer,
Thank you for taking the time to give us a review. We sincerely apologize about the delays in service, and we hope to make this right.
We see you have been in communication with a member of our customer care team and an appointment has been scheduled.
Thank you for your time and patience as we work to resolve the issues.
Respectfully
50 Floor
Customer Answer
Date: 07/28/2022
I would like to withdraw my compaint. 50 Floors has contacted us and are going to come make the necessary repairsBusiness Response
Date: 07/29/2022
Hi Valued Client,
Thank you for your updated response! We are ecstatic the repairs are being completed and we appreciate your time and patience as we work toward completion.
Thank you!
50 FloorInitial Complaint
Date:07/25/2022
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.
My wife and I purchased some premium vinyl plank flooring from 50 Floor, *************, ** and paid $2600 for it in our master bedroom and master bathroom. I was told that this product was very durable and water resistant and shouldn't have any problems in the master bathroom. It was installed in September 2020. The flooring had a manufacturer's warranty of 20 years and a labor warranty of 1 year. Last week my wife pointed out to me that where the end of the planks come together in the master bath that the edges were curling up. The affected area is approximately 18" in front of my bathroom vanity. I called the company about it and was told by an assistant manager named ***** that they would have to charge me $250 to come out and replace the affected area because there had obviously been a leak and that the warranty was out. I told him that I was going to file a complaint about them, but he didn't care! I told him to forget it and that I would tell anyone who would listen to never use them due to poor service and character! I then hung up! His general manager ******* called back and left me a message saying that he was willing to help me out. I called him back and left a message to please call me, but I have yet to hear back from him!Business Response
Date: 07/26/2022
Hi Valued Client,
Thank you for your review. We see an appointment has been scheduled to address and repair your concerns.
Thank you for providing your time and patience.
Respectfully
50 Floor
Customer Answer
Date: 07/26/2022
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:07/24/2022
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 ORDERED FLOORS FROM 50 FLOORS BACK IN JUNE OF 2022,HERE IT IS ALMOST THE END OF JULY AND HAVENT HEARD ANYTHING.I WAS PROMISED FROM ***** REP THE FLOORS I CHOOSE WERE IN STOCK AND WOULD BE SCHELDULED INSTALL WITHIN 2 WEEKS.I HAVENT HEARD FROM 50 FLOOR AT ALL AND HAVE CALLED THE ***** REP AND **** THE ** MULTIPLE TIMES AND NO ONE HAS RETURNED PHONE CALLS OR EMAILS FOR STATUS UPDATE.Business Response
Date: 07/26/2022
Hi Valued Client,
We apologize for the delay and want to thank you for your review and bringing this to our attention.
We see your installation has been scheduled for 7/28.
Thank you for your time and patience as we look forward to your upcoming flooring installation.
Respectfully
50 Floor
Customer Answer
Date: 07/31/2022
Floors were started on dates promised so thank you for that.however the floors are not finished mainly transition strip is not covering carpet and carpet is starting to roll up.******* i think is his name said he was going to fix it when he returns from vacation(unkown when that is)Business Response
Date: 08/11/2022
Thank you for your time and patience as we continue to work towards a resolution.
Respectfully,
50 Floor
Customer Answer
Date: 08/11/2022
Still waiting for carpet/transition area repaired.the carpet is starting to curl up and becoming a trip hazard/safety issueBusiness Response
Date: 08/23/2022
Hi Valued Client,
We see an appointment was scheduled for 8/22, but understand we weren't able to complete the intended repair. We are working to complete a resolution and will continue to update our client.
Respectfully,
50 Floor
Customer Answer
Date: 08/23/2022
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:07/20/2022
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 entered into a contract with 50Floor to complete luxury vinyl flooring and carpet. The vinyl flooring was completed on 4/5/22. Carpeting was scheduled to be installed on 4/23/22. The installers arrived at my residence at 2:00 p.m. stating the had to reschedule because they didnt have enough staples to do the job. I spoke to ****(management) and was rescheduled 2 weeks later. I made it clear that I needed a 8:00 a.m appointment. I received a 9:00 a.m appointment. The installer showed at 2:30 stating that he would have to reschedule because the measurements were incorrect and he didnt have enough carpet to do the job. I spoke to ****** and **** regarding a reduction in price for wasting my time. However, I never received a clear cut price. I was told that I would receive a call to reschedule the installation date. I received a call on 7/11/22 from the scheduler and was rescheduled for 7/20/22 carpet installation for the first morning appointment. I was told I should receive a call around 9:00 from the installer. When I asked about the ****/ reduction she was unaware and only works in scheduling and stated ****** the person who I corresponded with previously was fired. I was transferred to someone who never responded. On 7/19/22 I received a call confirming 9:00 first appointment. I also spoke to **** regarding a reduction in price that was previously promised, he offered $100 off, I rejected that price. He asked what I thought was fair, my response was $500. **** stated he had to speak with his boss and would call me in the morning with the price. On 7/20/22 the third appointment I never received a call from **** or the carpet installer. I called **** at 2:47pm, no response. I received a call from the installer at 3:02pm. I specifically requested a morning appointment because I had a 4:00pm appointment with my client. At this point Im exhausted dealing with this company and want a fair resolution/compensation.Business Response
Date: 07/22/2022
Hi Valued Client,
We want to truly thank you for your review and sincerely apologize for any inconveniences the delays have caused you as this is not the type of service we strive to provide.
Our records indicate you have spoken with a member of our management team in which your $500 reimbursement request has been granted and an installation date has been set as well.
If you have any further questions or concerns, please feel free to contact us at ************.
Respectfully
50 Floor
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