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:02/01/2025
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 transaction is related to carpet ***************** of Contract: 12/28/2024 Cost of Service: $5,394.85 Deposit of $2,697.85 paid on 12/28/2024. Remainder due upon install.Carpet was to be installed in a single day. This was a central consideration in decision to select 50 Floor.Initial installation on January 9, 2025, but installers did not bring enough carpet and could not complete the job.They left us with an uncarpeted main stairway; including leaving exposed carpet tacks on all ********* addition to an incomplete job and a mess, this posed a health and safety hazard for our young children who's rooms are at the top of the stairway.50 Floor assured us they would resolve the issue quickly.Over the next week we made multiple attempts to contact 50 Floor .In each case, 50 Floor assured us that the General Manager would contact us that same day. No one ever contacted us from 50 Floor.On January 20, with no resolution and no communication from 50 Floor for 11 days, I contacted 50 Floor customer service and told them that I would be filing a complaint with BBB and ************************************** as well as hiring a new contractor to finish the job.That finally got their attention and they arranged to complete the job a full two weeks after the initial installation.While we were waiting on completion, my daughter punctured her foot on the exposed carpet tacks.Given the poor level of service, delay, health and safety hazard, and complete lack of responsiveness from 50 Floor, I notified them that I will not pay the previously agreed amount and requested a negotiation to reach an equitable resolution.The contract specifies that such disputes shall be resolved by negotiation, mediation, and arbitration; in that order.50 Floor has not responded to our claim or request for negotiation.Instead of following the claim resolution stipulations of the contract, they have sent a letter which threatens a lien on our property.
Business Response
Date: 02/05/2025
Thank you for sharing your experience, and we sincerely apologize for the delays and communication issues surrounding your carpet installation. We understand your frustration and regret not meeting your expectations.
The installation was completed in good standing on January 23, 2025, as verified on the signed Certificate of Completion. We appreciate your patience during this process and understand the inconvenience caused by the delay.
We want to resolve this matter in line with the dispute resolution terms outlined in your contract. Weve offered a $500 concession to reach a fair resolution which can be taken off of the final balance due.
Please reach out to us directly to finalize this.
Thank you for your understanding. We look forward to resolving this promptly.
Respectfully,
50Floor
************
Customer Answer
Date: 02/11/2025
Complaint: 22887699
I am rejecting this response because:The proffered concession of $500.00 is insufficient.
I have provided the following itemization to 50 Floor via separate email.
$100 per day for the unfinished work and health & safety hazard left in our home. Initial install January 9. Completion January 23. $100 x 15 days = $1,500.00
$400 dollars to compensate for the additional time I had to take off of work in order to accommodate the second install day.
$500 dollars to compensate for time we have had to spend, and are continuing to spend, in coordination with 50 Floor to resolve this issue.
Total adjustment of -$2,400.00. Total remaining balance of $297.85.50 Floor made an initial offer of $439.51 and has increased it to $500.00.
I am certainly willing to negotiate in good faith on these items and hope that we can reach an agreement; however, 50 Floor has not shown any interest in actually negotiating to reach agreement.
Thank you very much for your efforts BBB. I do appreciate the service that you provide.
Sincerely,
***** ******Business Response
Date: 02/12/2025
We appreciate your continued communication regarding this matter. As previously stated, we regret the delays in your installation and have offered a $500 concession as a goodwill gesture. While we understand your concerns, we do not compensate for time lost or additional coordination efforts.
The installation was completed in good standing on January 23, 2025, as confirmed by the signed Certificate of Completion. As outlined in our contract, all payments must be made in full before any warranty claims or further service considerations can be addressed.
Our offer of $500 remains our final concession toward resolving this matter, and we will not be offering any further adjustments. Please contact us directly at ************ to finalize this resolution.
Respectfully,
50Floor
Customer Answer
Date: 02/12/2025
Complaint: 22887699
I am rejecting this response because:50 Floor's assertion that "As outlined in our contract, all payments must be made in full before any warranty claims or further service considerations can be addressed" is a blatant misrepresentation of the intent of this contract clause. This language is pulled from the Limited Warranties and Intended Use clause which specifically applies to claims for defects or damages associated with the flooring product. This is not applicable to the current situation. This is not a warranty claim for defects or damages. This is the second time that 50 Floor has attempted to misrepresent the contract language.
This is a request for adjustment of cost based on the level of service provided. 50 Floor represented themselves as providing high-quality service with one-day install and instead provided low-quality service with a 15-day install during which time they left a health and safety hazard in my home, cause an injury to my child, and ignored multiple attempts to seek a resolution. This situation did not arise from issues beyond 50 Floor's control but is a direct result of internal communication failures between 50 Floor and their installers which was compounded by external communication failures between 50 Floor and the client. If 50 Floor had represented themselves and their level of service honestly, then we would never have signed a contract with them or agreed to the contract value. 50 Floor is now expecting to be compensated as though they provided top-tier service and held up their side of the contract. We are simply requesting an adjustment of the contract value based on the reality of the level of service provided.
I am also in receipt of another letter from 50 Floor threatening a lien on my property unless payment in full is made by 2/14/2025. The letter does not acknowledge our ongoing attempts to negotiate a resolution with 50 Floor nor the active communication on this matter from BBB. This letter does not acknowledge the very clear language in the Mediation and Arbitration of Disputes clause of the contract which specifies a clear path for resolution of disputes, claims, or controversies.
We remain open to a good-faith negotiation, but thus far we have not experienced any good-faith from 50 Floor.
Sincerely,
***** ******Initial Complaint
Date:01/28/2025
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.
Poor installation by 50 floor.Poor product..interlock not wide enough to support weight (see hired inspector report).Horrible customer service with constant runaround. Tile in kitchen came up. Warned 50 floor I would fall..and did 1:30 in the am. Had to call ambulance for my cut foot. After 5 months and so many lies..AND most recent request by them is they want ME to pay $800 for a certified flooring inspector!! I AM DONE! I just want a refund.Business Response
Date: 01/29/2025
50 Floor has previously discussed this matter with Ms. ******** and determined that the issues with her flooring are site-related due to a weak subfloor, rather than a manufacturing defect or an installation-related concern.
Ms. ******** has been advised that if she believes this assessment is incorrect, she may hire an independent certified flooring inspector to conduct an evaluation. Should the inspection determine that the issues are due to a manufacturing defect or improper installation, 50 Floor is willing to reopen the case, review the findings, and explore a resolution, which could include reimbursement for the inspection cost and a potential replacement.
50Floor
Initial Complaint
Date:01/15/2025
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.
Salesman mislead, mis-informed , and mis-represented the product, the company and the project process. We were told the product we selected was better than anything from a "box store". Turns out not only is it available locally it is also on the low end of average for other products in the same category. $3.19 a square foot .Materials would have been $2600, we were charged $7900 with "free installation ". $5300 dollar mark up. The installation team was phenomenal. ***** and his crew did an amazing job of making things right to compensate for an inferior product and poor sales representation. The color is what we wanted, however, it feels cheap. Because it is. Expected more for $8000 , plus after financing. Worst home improvement projects ever.Business Response
Date: 01/16/2025
Thank you for bringing your concerns to our attention. We take all feedback seriously and appreciate the opportunity to clarify this matter.
Per the signed contract dated October 26, 2024, the cost of the materials and services, was agreed upon prior to the commencement of the project. The installation was completed on December 4, 2024, in good standing, with the correct materials installed as specified in the contract.
We understand you feel the pricing is higher than expected. However, the agreed-upon cost reflects not only the materials but also the professional services provided. These terms were fully disclosed and accepted at the time of signing.
To address the inconvenience of return trips during installation, we offered a $300 discount as a gesture of goodwill. Beyond this, we are unable to provide further adjustments, as the project was completed in accordance with the agreed contract terms.
We are pleased to hear that the installation team delivered exceptional service, and that the final product met your desired aesthetic. We regret that you feel otherwise about the overall experience and encourage you to reach out if there are any further concerns about the completed installation.
Respectfully,
50Floor
************
Customer Answer
Date: 01/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******. It is unsatisfactory and I feel my complaint is falling on deaf ears. I honestly give up and will take the $300. ****** learned
Sincerely,
***** ********Initial Complaint
Date:01/15/2025
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.
We are seniors living in ************. We were contracted with 50 Floors to install are flooring on January 15. I have been calling the last 4 days and could only get to the call center which said they would have someone call back and marked it urgent. No one ever called me back! In preparation for install we followed all 50 Floors recommendations. Pack up and removed all items that would be in the way. Because we are getting new furniture we also had 2 couches, 2 loveseats, and 4 chairs removed and are sitting on patio chairs at present. Trying to make install as easy as possible. Waiting on January 15 I finally found a phone number that was different and finally got to talk to someone. I was told the job was canceled because the pricing was wrong and they would refund our money which they had since the end of December. Foolishly we had paid in full. Then was sent new pricing and told the product was not ordered yet. How long did they know this! I think quite awhile. Why did no one call us???? We are here sitting on patio chairs feeling stupid. Communication has been non assistant. I tried so many times to talk to someone and couldnt get passed the call center, who knew nothing. How this company has an A+ rating from the BBB I dont know. We were relying on this rating in our decision to go with 50 Floors. Waiting to get our money back! Other then money we have been greatly inconvenienced and will remained inconvenienced for sometime to come.Business Response
Date: 01/16/2025
Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience and frustration youve experienced.
As of January 16, 2024, a full refund has been initiated. Please allow up to fourteen business days for the refund to fully process.
We regret the breakdown in communication and are taking steps to address this internally to prevent similar situations in the future. If you have any further questions, please feel free to reach out directly.
Thank you for your understanding, and we apologize again for the inconvenience caused.
Respectfully,
50Floor
************
Customer Answer
Date: 01/16/2025
Complaint: 22813944
I am rejecting this response because:
Sincerely,
******* & *** *********The inconvenient to us has been great! Furniture has been removed from house, things packed away and moved out of the area for install. You knew this job was canceled you said do to the price being to low probably weeks in advance and never told us. You never returned our calls. Communication was non existent! You had our money since late December and a simple refund is not satisfactory to us. This is how you keep your A+ rating with the BBB and you should not have this rating. I used this rating to make my decision and now after reading all the complaints you simply refund and keep your rating and that is not right
Business Response
Date: 01/21/2025
Thank you for sharing your concerns. We sincerely apologize for the inconvenience youve experienced during this process. Our records indicate that as of January 21, a voicemail was left by our national experience team to address your concerns and discuss this matter further. We truly value the opportunity to resolve this with you and encourage you to return our call at your earliest convenience at ************.
Your feedback has been shared with our team to help improve our communication and overall customer experience. We remain committed to making this right and appreciate your patience.
Respectfully,
50Floor
Initial Complaint
Date:01/12/2025
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.
We had 50 come out and gave us an estimate for new flooring. We decided to go with the *** flooring it was installed on January 31, ******************************************************* one area of the flooring called and they came out and fixed it. Well in November the same area is coming up as well as an area in the kitchen and then there is an area by the front door that is fracking. Called 50 floors they sent someone out to look said they would order the flooring and call to set up to do the repair. About a week later ***** the area manager called and said he needed to come and look at the flooring. Fine he came and said the flooring would need to be ordered and would call when it comes in. A few weeks go by I called ***** and he said it was not in yet but hopefully before the holidays. Well it is now January 12th and I have called ***** every day for the last week and had to leave a message with no return calls. I dont appreciate being ignored.Business Response
Date: 01/17/2025
Thank you for bringing this to our attention, and we sincerely apologize for the delay and frustration youve experienced. We understand how important it is to have your flooring issues resolved promptly.
We want to assure you that the materials needed for the repair have been ordered, and the current estimated arrival date is January 23rd. While we are doing everything possible to expedite the process, please note there may be unforeseen delays due to factors beyond our control.
Once the materials arrive, we will reach out immediately to schedule your repair. In the meantime, if you have any further questions or concerns, please dont hesitate to contact us directly at ************.Thank you for your patience,and we look forward to resolving this for you soon.
50Floor
Customer Answer
Date: 01/17/2025
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:01/10/2025
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 ordered Vinyl flooring for most of the house on May 18, 2017. Flooring install completed Sept. 29, 2017. Vinyl flooring was installed over Luan in the kitchen and didn't realize at the time that it would cause a problem. We were at home at the time as well as our contractor doing work on our home. Had we been advised, our contractor would have removed the luan. Sometime later, our dishwasher broke and we had to have 50 Floor removed flooring before the old washer could be removed and a new washer installed. Our new ***** dishwasher failed just past its warranty. Again 50 Floor remove flooring to remove and install a new washer. I called and asked if we could resolve the issue so we would not too continue with this problem. I was told by their customer service representative that we would have to continue calling each time we needed the dishwasher worked on. Now our Media Dishwasher needs work. I called 50 Floor and they said there would be a charge. I tried to explain and asked to speak with the manager. He told me our contract was too old and they could do nothing; the flooring was installed correctly. Today, January 10, 2025, I spoke to **** T. *****, ********************* Experience Manager, **********************, LLC *********************************************************; ********************************** ************. I repeated the problem and asked if they would agree to remove the existing floor in the kitchen only. I would be responsible for removing the Luan. Then 50 Floor would return to reinstall the flooring in the kitchen. He refused and offered to send me a check for $150 to have the work done. This is not acceptable. The work should have been done correctly at the original install. I am not asking for money only a floor that does not have to be removed every time the dishwasher needs repair.Business Response
Date: 01/13/2025
Thank you for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to address this matter.
The installation of your vinyl flooring was completed on September 20, 2017, and as outlined in the signed documentation you received at the time of purchase, the installation warranty expired on September 20, 2018. Its important to note that the flooring was installed correctly, up dishwasher after the removal of the toe kick, which is standard practice in the industry.
In 2020, as a one-time customer courtesy outside of the warranty period, we removed and reinstalled the flooring at no charge to you, covering both material and labor costs. While we strive to ensure customer satisfaction, we are unable to offer additional repairs or modifications for this matter, as it falls outside the terms of the original warranty.
To assist with resolving the current issue, we have offered a $150 check as a courtesy to help offset the cost of addressing the flooring around the dishwasher area. We believe this to be a fair resolution given the circumstances and age of contract.
Respectfully,
50Floor
Customer Answer
Date: 01/13/2025
Complaint: 22796175
I am rejecting this response because: This is a continuing problem with repairs and replacement of the dishwasher. I have asked that this problem be resolved before and was told that I would need to call 50 Floor and have the floor removed each time the dishwasher needed to be repaired. $150.00 would not cover these needs. Correct instillation of the flooring should have taken this into consideration.
Sincerely,
**** ****Business Response
Date: 01/13/2025
Thank you for your continued feedback. As previously stated, the installation of your flooring was completed correctly in 2017. We understand your frustration with the ongoing issue regarding the dishwasher and the need for floor removal. In 2019, 50 Floor offered to remove the luan and replace the flooring at a cost, but you chose not to move forward with that service at the time.
Due to the age of the flooring and the contract, we are no longer able to offer additional services for this issue. However, as a courtesy, we are still offering a $150 check to help with any costs related to the flooring. We hope this gesture can help in resolving this matter.
Unfortunately, we are unable to provide further resolution due to the expiration of the warranty and the age of the installation. We appreciate your understanding.
50Floor
************
Customer Answer
Date: 01/13/2025
Complaint: 22796175
I am rejecting this response because: Your token response of $150.00 is not adequate. We should not have the financial hardship of having someone remove and reinstall our flooring each time the dishwasher needs service. We petition 50 Floor to offer a permanent solution to our flooring problem.
Sincerely,
**** ****Initial Complaint
Date:01/06/2025
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.
A year ago I bought carpet from 50 Floors. The carpet is now buckling. I contacted *** ******** twice and he never responded . I received a email from ****** ****** who asked me to send pictures, which I did. He responded and said that I needed to get the carpets cleaned and to send the receipt to him, I responded and asked him if I would be reimbursed and he said no we are doing you a courtesy by having the rugs stretched. First of all I spent quite a bit of money on the carpet, and its been down for a year which is why I want to know why is it buckling after only a year. I also sent an email to ******, and as of yet I have not gotten a response back from anyone about this carpet cleaning bill.Business Response
Date: 01/07/2025
Thank you for reaching out and sharing your concerns. We understand your frustration, and wed like to provide some clarity on this matter.
Your carpet installation was completed on February 10, 2023, the installation warranty expired on February 10, 2024. While the warranty period has passed, 50 Floor is committed to ensuring your satisfaction and has offered, as a courtesy, to restretch the carpet at no cost to you.
Its important to note that carpet maintenance, including professional cleaning, plays a crucial role in preserving the condition of your flooring. Proper cleaning helps prevent issues like buckling, which can occur due to a variety of factors, including changes in humidity, foot traffic, or lack of maintenance. Unfortunately, the cost of cleaning is not covered under your warranty or by 50 Floor.
We kindly request that you have the carpets professionally cleaned using the hot water extraction method, which is the recommended method for maintaining carpet integrity. Once the cleaning is completed, please email us a copy of the receipt so we can proceed with scheduling the complimentary restretch.
50Floor
Customer Answer
Date: 01/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I have no choice but to find that this resolution is what it is.
Sincerely,
***** ***** *******Initial Complaint
Date:12/26/2024
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.
50Floor came to install flooring in my house 10 December 2024. They were to install laminate in our basement and carpet in our two sun rooms. The installed the basement first, and then the carpet 11 December 2024. Upon arrival I gave the first half of the payment $9440.42. They had a crew of five men. They finished in one day. Then the next day they did the carpet in both sunrooms. They worked late into the evening on 10 December, and came about 9:00 a.m. 11 December. They finished the carpet on the same day. I paid them the remaining balance of $9,440.42. I I was constantly being rushed, and didn't get a chance to inspect the flooring in the basement until after they left. Most of the laminate had lines in them like railroad tracks. It is over the entire basement. I have been trying to reach 50Floor and the call goes to an overseas call center. I have been lied to constantly. One person said he was in **********, and then asked me what state I was in. I told him that if he knew where Birmingham was he would know what state I was in. He never would respond to my statement. I asked to speak to a supervisor in customer service in the *************. He further stated, now that no one was answering the phone in the ********** customer service ***** and would send a ticket for someone to contact me. It is amazing how I could talk to local people when they wanted my money now can't receive any response. I also found a couple sets of my dumbbells missing..Business Response
Date: 01/07/2025
Thank you for bringing these concerns to our attention. We deeply regret hearing about the issues youve encountered with your flooring installation and the challenges in reaching our team. We strive to provide quality service and clear communication, and its clear we fell short in this instance.
We understand your concerns regarding the appearance of the laminate flooring in your basement and the overall experience during the installation process. To address this, we have scheduled an assessment for January 9th to evaluate the flooring and determine the appropriate steps to resolve the issue.
We appreciate your patience as we work to address these issues and restore your confidence in our services. If you have any additional questions or need further assistance in the meantime, please dont hesitate to contact us.
50 Floor
************
Initial Complaint
Date:12/18/2024
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 flooring is defective or damaged during installation. I contacted 50 Floor and they asked me to send pictures and I complied. They falsely claimed that the issue was from moisture in subflooring and refused to send anyone to inspect in person and refused to adhere to the " lifetime Warranty".Business Response
Date: 12/18/2024
Thank you for reaching out to share your concerns. Weve reviewed your complaint and have spoken with our local market team, but we dont see any recent record of a call or additional correspondence regarding this issue. However, we are more than happy to investigate this further to assist you.
Could you please provide the year your installation was completed and any updated photos that show the current condition of your flooring? This information will help us better understand the situation and take the appropriate next steps.
We value your feedback and want to ensure your concerns are addressed. You can send the requested details via this complaint.
Thank you, and we look forward to hearing from you soon.
50Floor
Initial Complaint
Date:12/13/2024
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 have already provided a detailed explanation on the Consumer Complaint Form that was sent to me from BBB. I have also provided pictures and receipts. I returned it to BBB Serving ***************** at ******************************* ********************************************.Customer Answer
Date: 12/13/2024
After paying 50 Floor $6,637.00, we have a luxury vinyl floor that continues to separate, scratch and the edges turn up. We have had to get 50 Floor to replace it or repair it 5 times since 4-10-23. We have to message and call them many times before getting any results. Weve spoken to ******** Meridith, ****, ,****, and ******* on numerous occasions. There has been a communication problem from the beginning with the company as well as the installers. The last time they were here, they GLUED the planks. Now, they are separating again.Business Response
Date: 12/16/2024
Thank you for bringing your concerns to our attention. We regret that youve experienced ongoing issues with your flooring installation and apologize for any frustration this has caused.
Your luxury vinyl flooring installation was completed on 4/10/23, and as outlined in the signed contract, our one-year installation warranty expired on 4/10/24. However, as a courtesy, we provided additional repairs beyond the warranty period in an effort to ensure your satisfaction.Moving forward, while we are unable to offer further service at no cost, we are happy to assist under the following terms:
Labor Costs: Any additional repairs will require the standard labor charges.
Material Costs: 50 Floor will provide the necessary materials at no charge for this repair.Please refer to your signed paperwork for details on the warranty terms. If you wish to proceed, we would be happy to coordinate the next steps. Feel free to contact us directly at ************ to discuss this further.
Thank you for giving us the opportunity to address your concerns, and we appreciate your understanding.
50Floor
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