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.

  9580 Delegates Dr Orlando, FL 32837-8374

  
• 

  50 Floor

  3614 Green Park Cir Charlotte, NC 28217-2866

  
• 

  50 Floor, Inc.

  601 Bricksteel Ln Garner, NC 27529-9659

  
• 

  50 FLOOR

  561 Brick Church Park Drive Nashville, TN 37207

  

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:12/18/2024

  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.

  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: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.

  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

• Initial Complaint

  Date:12/10/2024

  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 decided to go with 50 floors because they told me that they could complete my flooring project in one day. This project ended up taking over two months and resulted in my husband and I having to take off seven days of work total. There were many problems with this job and many visits that were required for them to either come back with the correct material or Fix major issues that went wrong with the floor project. I was told that somebody would contact me over two months ago to discuss a resolution for all of the inconveniences and to also address all of them this time from work that resulted in financial loss. Nobody has contacted me despite all of my Messages and emails reaching out to try to get somebody to respond. To make matters worse, the last person that I spoke with gave me not one but two wrong emails for a supervisor to speak with and they both bounced back. I am reaching out for genuine support from the BBB because I have been ignored intentionally and not provided a resolution. I also didnt sign my contract at the end because I dont consider this job done, however, I have been billed for this project monthly on my payment plan. I do not consider this project complete until I have a resolution from 50 floors to compensate me for all of my husbands and my missed time from work and all of their wrongdoings, some of which were even harmful for my animals. I have much more documentation- texts and emails and pictures- they just wont upload

  

  Business Response

  Date: 12/16/2024

  Hi Valued Client,
  We appreciate the opportunity to address your concerns and provide clarity regarding your flooring project. We regret the delays and the inconvenience caused during your installation and want to assure you that we remain committed to your satisfaction.

  While unforeseen challenges required multiple visits to your home, we have stood behind our installation warranty by addressing necessary repairs and continue to be committed to completing the remaining repair near your fireplace under the terms of the warranty.

  Its important to note that the Certificate of Completion (COC) was signed on July 16, 2024, which confirmed the flooring was installed in good standing at that time. This documentation prompted **************** to process the financing for your project. For transparency, we have provided a copy of the signed paperwork for your review.

  To account for the inconvenience and time missed from work, we have offered a $1,000 refund as a resolution. This offer reflects our commitment to providing fair compensation and addressing your concerns. While we understand your frustration, this will be our final offer. We will, however, continue to honor all aspects of your installation warranty, including completing the remaining repair.

  We take customer concerns seriously and have worked diligently to resolve yours. If you have additional questions or, please dont hesitate to reach out.

  Respectfully,

  50Floor

  ************

• Initial Complaint

  Date:12/10/2024

  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 LVP flooring installed May 6 of 2022 with a lifetime warranty. Had a problem with the flooring in August was told that it is out of warranty. After some emails back-and-forth they finally sent someone out to repair it the gentleman that repaired it said the floor was installed improperly. Since then we have a bigger problem in the middle of the floor. They refuse to do anything about it.

  

  Business Response

  Date: 12/12/2024

  We appreciate you bringing this matter to our attention. We see that you have been in contact with a member of our National Experience Team regarding your concerns. As discussed, our team has reviewed your concerns and provided the applicable warranty details. If you have any additional questions or require further clarification, please do not hesitate to reach out to **** directly at ************.

  Thank you for bringing this to our attention. 

  Respectfully,

  50Floor

  Customer Answer

  Date: 12/17/2024

  We are waiting for independent inspector to come out this week.

  

  Business Response

  Date: 12/18/2024

  Thank you for your response. We understand you are awaiting an independent inspector to evaluate your flooring concerns this week. Once you have received the inspection report, please provide it to our National Experience Manager, ****, who we see has been in contact with you. **** will review the findings and work with you to address any issues outlined in the report.

  If you have any additional questions or concerns in the meantime, please dont hesitate to reach out.

  50Floor

  ************

• Initial Complaint

  Date:12/06/2024

  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.

  Hello, 50 FLOOR, *** sold me on a laminate hardwood floor and installed the floors successfully. You can see the floor in the picture has a nice wood grain and you can feel the grain to the touch. The issue is they did not use the same material on the stairs. The stairs do not match the floor - they are slick to touch and have a different wood grain pattern all together. The tone/color is similar but otherwise, this is not the wood laminate we selected. We were not informed a different material would be used on the stairs. Also, the stairs cost us more than $5K so this is unacceptable. It doesn't match - it looks cheap. They need to redo the stairs in a matching material. I have a video that demonstrates the issue but am unable to post here.

  

  Business Response

  Date: 12/09/2024

  Thank you for taking the time to share your concerns. We appreciate the opportunity to address this matter and provide clarity.

  The stair caps used in your installation are the coordinating stair caps designed to complement your selected laminate flooring. These stair caps are crafted to coordinate the tone and color of the flooring while meeting the necessary safety and durability standards for stairs. While they may differ slightly in texture or pattern from the planks used on flat surfaces, this is standard for laminate stair installations across the industry.

  We understand that visual and tactile differences can sometimes raise concerns, but the products used were the correct and industry-standard options for your flooring choice. Regarding the cost, the additional expense reflects the specialized materials and labor required for stair installations, which differ from standard flooring areas.

  As an additional option, we would be happy to complete a sand-and-finish process on the stairs at your expense. Please note, however, that this involves a different process from the laminate flooring installation, and we cannot guarantee an exact match between the two.

  If youd like further clarification or assistance, please dont hesitate to reach out to us directly at ************.

  Respectfully,

  50Floor

• Initial Complaint

  Date:12/05/2024

  Type:Order 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.

  50Floor ************* sent a salesman out and we decided to have some carpet replaced in two rooms. The salesman scheduled a time to have the work done and even made a call to someone to guaranteed the availability and time. We cleared the rooms and the first time they called to cancel was about 4:30pm the day before. We rescheduled for the following Saturday, the call came about 15 Minutes before scheduled time to be there and canceled again. It was scheduled again for two weeks later. We spoke to several people and did get to a ****** credit. The installer did show up this time, no call before arriving just showed up. No one new about the credit and they even demanded payment of the other half before installing. We did a $800.00 deposit with the salesman at the beginning and had to pay the remaining amount before installing. We did speak with a couple people and they were very blunt and ******* has been my experience if any company asked for money up front, go somewhere else. The whole experience with this company was very poor, people are rude and do not care.

  

  Business Response

  Date: 12/06/2024

  Thank you for sharing your experience with us. We sincerely apologize for the inconvenience and frustration you encountered during the scheduling and installation process. This is not the level of service we strive to provide, and we deeply regret that our communication and service did not meet your expectations.

  Our records indicate that you have spoken with a member of our national experience team, and as discussed, we will be issuing a refund of $150. Please allow up to 10 business days for processing.

  We understand how disruptive repeated scheduling changes and miscommunication can be, and we are taking your feedback seriously. Internally, we are reviewing these issues to ensure we improve our processes and prevent similar situations in the future.

  Thank you for bringing these matters to our attention. Your experience helps us grow and improve as a company. If theres anything further we can do to address your concerns, please dont hesitate to contact us directly at ************.

  Respectfully,

  50Floor

  Customer Answer

  Date: 12/06/2024

   
  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:11/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 30, a sales person from 50 Floor, ***, came to my condo to discuss flooring. Since it was the last day of the month and he had driven 90 minutes to get there, he asked me to go ahead and make a $500 deposit to lock in my price and prevent him from having to come back out later in the day in person. He told me it was refundable and that I would get a copy of the paperwork and the tentative tile choices. I did not receive any paperwork and when I asked him about it, he said he had typed in my email incorrectly and would contact corporate to get it corrected. That never happened.The next day due to a change in my employment status, I spoke to my sales person and canceled the flooring. He told me he would take care of it and refund the $500. Approximately a week later, 50 floor called me again to see when they should come back out and I told them I had canceled and was waiting on a refund. The person on the phone told me he could see it was in process and that I would receive it shortly Since then I have called the corporate office three times and they have refused to let me speak to the ************ and have assured me that they would have the manager call me back. I still have not received any calls nor a refund of the $500. I called corporate again this past Friday and told them if somebody did not call me back I would be filing a complaint with the Better Business Bureau.

  

  Business Response

  Date: 11/18/2024

  Thank you for bringing this matter to our attention. We take customer feedback seriously and appreciate the opportunity to address your concerns.

  Our records indicate that you have spoken with our management team, and we have confirmed that your $500 refund is currently being processed. Please note that refunds typically take a few business days to fully process.

  We sincerely apologize for any inconvenience or frustration caused by the delay and communication issues you experienced. It is never our intention to cause unnecessary stress, and we will take steps to ensure clearer and timelier communication moving forward.

  Should you have any additional questions or need further assistance, please do not hesitate to contact us directly at ************.

  Thank you for your patience as we work to resolve this matter promptly.

  50Floor

  Customer Answer

  Date: 11/21/2024

   
  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:11/13/2024

  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.

  In August, 2022, 50 Floor installed a new floor in my kitchen for $1146. ******** warranty I was told. 2 years later the floor is beginning to have gaps between the boards and is loose in places. I emailed the company to call about correcting the problem. I received a voice mail that said the warranty was expired and they would have to charge me to repair the floor. The person on the voice mail was not distinct and talked very quickly and I could not get all the phone number. I just want a floor that lasts longer than 2 years and I am not going to pay the same company who installed the problem floor that I have now. They can either come fix it at no charge to me or refund me a lifetime floor warranty minus 2 years use. At least a floor should last 20 years so that would be $1146 minus 10% so they would owe me $1,031.40

  

  Business Response

  Date: 11/20/2024

  Thank you for bringing your concerns to our attention. We understand your frustration and sincerely apologize for the inconvenience you've experienced with your flooring.

  We are committed to ensuring our customers are satisfied with their installations and take warranty-related concerns seriously. Our team will review your situation and the details of your warranty. One of our representatives will be in touch with you shortly to schedule an assessment of your flooring to better understand the issue and discuss potential next steps.

  Thank you for your patience as we work to address this matter. Please feel free to reach out to us at ************ if you have any further questions in the meantime.

  50Floor

  ************

• Initial Complaint

  Date:11/06/2024

  Type:Customer Service 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.

  Purchased 3 rooms of laminate flooring on Sept 16th. Flooring installed on 9/28/2024. There was a problem with one of the transitions that did not match. I pointed rhar out to the installer who called customer service on her way out. I also noticed a miscut along a wall that they tried to hide with quarter round. I also pointed this out to the installer at the time. After a few days I noticed that all of the transitions except one were not secured/installed properly. I called my sales *** and he gave me a number to call, which I did on Sept 30. I finally reached ****** ******, customer service ***resentative, on Oct 9 and she asked me to email pictures of the issues, which I did. Her email ***ly indicated that she would forward the pictures to the customer service department and they would respond within 24 hours. I received a call on Ict 18 from a customer service agent named ***** *******, who said he needed to look at the issue in person. As I had Covid, he asked me to call him back in a few days. I did that multiple times and left multiple messages. I also reached out to my sales ***resentative who left messages for ***** *******. I called and emailed multiple times to every contact and am still waiting for an appointment for ***airs. I am hoping that BBB can help me get these minor ***airs handled

  

  Business Response

  Date: 11/07/2024

  Thank you for bringing this to our attention, and we apologize for the delays you experienced in resolving these issues. We see that youve connected with our installation team, and an appointment has been scheduled for Thursday, November 7, to address and repair the concerns.

  We appreciate your patience as we work to ensure everything meets the high standards we aim for.

  Respectfully,

  50Floor

  ************

  Customer Answer

  Date: 11/09/2024

  Thank you for reaching out to the company on my behalf. A representative did come out in person to view the issues. He used liquid nails to secure the loose transitions and promised to send someone to replace the miscut piece of flooring and the transition that is not the right color. I will wait and see if that happens.

  

  Business Response

  Date: 11/13/2024

  Thank you for your patience, Ms. ***** Weve ordered the necessary material to complete the repair. Once the material arrives at our warehouse, we will contact you directly to schedule the repair. We appreciate your understanding and look forward to resolving this matter to your satisfaction. Please dont hesitate to reach out if you have any further questions.

  Respectfully,

  50Floor

  ************

  Customer Answer

  Date: 11/13/2024

  I appreciate that they have reached out to me to let me know that they have not forgotten about me. I realize that they are awaiting material to complete the repairs. I would like to keep this open until the repairs are completed to my satisfaction 

  

  Business Response

  Date: 11/20/2024

  Thank you for your patience and understanding as we work to complete the repairs. We are pleased to inform you that the necessary materials have arrived. Our team will be in touch with you within the next 48 hours to schedule an appointment at your convenience.

  Respectfully,

  50Floor

  Customer Answer

  Date: 11/22/2024

   
  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:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had carpet and flooring installed in January and while the price was nice, the after sales service has been quite lacking. While doing the install, the workers pulled one set of curtain rods out of one room, bent multiple door stops, put a hole in our $4000 bed which will void our warranty and the wood strip on the vinyl plank had to be redone and it is now cracking in multiple places. We received no paperwork on the warranty for the carpet or the vinyl plank we had installed. They also put a hole in the wall outside our bedroom and took paint off the corner on the stairs when moving carpeting upstairs. My wife called multiple times and the manager, *** I believe his name is, came out and basically did nothing and dismissed our concerns. Now I am going to need to contact them again about the cracking wood strip and I fear nothing will be done about it. I definitely will not look to them for future flooring needs.

  

  Business Response

  Date: 11/06/2024

  Thank you for bringing your experience to our attention. We apologize for the frustrations youve encountered, and any inconvenience caused by these issues. We are committed to making this right, and our records indicate that as of November 5th, our local market management team has been actively working with you to resolve the concerns youve raised.

  We stand firmly behind the quality of our products and installations, and we want to ensure that any remaining issues with your flooring are addressed to your satisfaction. We understand how important warranty documentation is, and we will work to make sure it is provided promptly.

  Please feel free to reach out directly if you have any further questions or concerns, and we appreciate your patience as we work to fully resolve this matter.

  50 Floor

  ************

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22516934
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 11/12/2024

  Please provide further details into the rejection. 

  Respectfully,

  50Floor

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22516934
  
  I am rejecting this response because:

  We had ****** come out to see the damage done and she basically blew off the entire list of issues.  The hole they put in the mattress she called a snag and she suggested we fix the curtain rod ourselves and the broken door stops we should just replace ourselves.  She was very insistent that my wife sign a "resolution form" before she left even though nothing was resolved. She was very rude and short with my wife who eventually asked her to leave.  I have a text from the area manager asking to come out next week with the regional manager of the installation team but having been blown off twice about the damages, once right after the carpet and flooring was installed and then the recent visit by ******, I am hesitant to do so.  My wife even called the corporate office but as of this response, they have not returned her call.  It appears that we may need to go to small claims court to get this resolved unless someone starts taking our concerns seriously.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 11/21/2024

  Thank you for sharing your concerns with us. We sincerely apologize for any inconvenience you have experienced. Our General Manager, *****, has already left a voicemail on 11/21 to discuss your concerns further and find a resolution.
  At your convenience, please return his call at ************. ***** is eager to speak with you and ensure we address any outstanding issues.
  We truly value your feedback and hope to resolve this matter as quickly as possible.
  Respectfully,

  50Floor