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

  818 Bluecrab Rd Newport News, VA 23606-4219

  
• 

  50 FLOOR

  561 Brick Church Park Drive Nashville, TN 37207

  
• 

  50 Floor

  2868 E Kemper Rd Cincinnati, OH 45241-1820

  

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:08/23/2024

  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.

  Issues: Color of stairs doesnt match flooring installed and cannot add a runner to my stairs, forceful sign off practices First, we will start with the sales **** who even though I originally wanted hardwood stairs so I could put a runner on them, he advised me that *** treads would match better and I could still put a runner on them so if I want it to look best, I should get the **** Not only did the treads they installed not match but then sales *** tells me after its installed that 50 Floor will not put a runner on *** and it will void their warranty. But what Im most upset about is the color. To speak more on the fact that they dont match, it turns out 50 Floor got stair treads from another manufacturer that was close the flooring they installed in the rest of the house because the treads from the correct manufacturer were still on back order and I had already waited 8 months for which I was happy to wait for the floor I wanted. When the installers arrived, they assured me that, even though I thought the treads didnt match before they pulled up the carpet, that they were the correct treads for the flooring I was putting down. So I agreed to let them start with the hopes that it would look better after it was installed. It did not. I didnt want to sign off on the color of the stairs but the installers said they wouldnt leave until I did so I felt bullied to sign off. So I reached out to 50 Floor to express my dissatisfaction and customer service confirmed that the incorrect treads were installed and stated that they would ***lace the *** treads for free once the manufacturer gets it in stock. That was four months ago. Today I reached out and was told that the manufacturer of my flooring discontinued the matching stair treads and therefore I would have to pay to have them come out and ***lace with hardwood and a stain. I have been paying for stairs I didnt want for 4 months and now its going to cost me extra money to get them fix them.

  

  Business Response

  Date: 08/30/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues youve experienced with your stair treads and the overall resolution process. We understand the frustration regarding the color mismatch and the inability to add a runner to the *** treads.

  Please be assured that we are committed to providing a satisfactory resolution. Our team is actively working with you directly to address the concerns and find a solution that meets your expectations. While we recognize that this has been a challenging situation, we are dedicated to resolving it as swiftly and effectively as possible.

  We appreciate your patience and understanding as we work through this matter.

  50Floor

• Initial Complaint

  Date:08/15/2024

  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.

  Two weeks ago I had flooring installed in two rooms - one room was the master bedroom. The team leader was out sick but the other two installers arrived and got started between 10:30-11 am. the team leader is the only person who speaks English which meant it was extremely difficult to communicate with the installers. They decided that rather than remove the furniture from the room, they chose to move side to side. I gave the space to work and checked in periodically.They finally completed the job after 7 pm. When getting ready for bed, I found my nightstand contents were a complete disaster - 90 percent of the contents were not in the place I keep them in and just a complete mess. The next morning I went to sweep and clean the floor and saw that my footboard had been broken at the leg. The bed is 2 1/2 years old and was not damaged prior to the installation l. I contacted the installation manager and told him the issues. I sent pictures via email at his request. He said he would get back with me. I got a quote for the footboard replacement and gave him the information. On the Sunday after the installation I received a call from customer service regarding my experience with the installation. I informed her of the issues and she said someone else would be in contact with me. Last Wednesday the team leader contacted me and asked for the same information and pictures that I had emailed her supervisor. Then the installation manager called me back. He was rude, disrespectful and blamed me. Afterwards I contacted someone above him to inform them of the overall situation regarding my personal property and how I was treated by the employees. Again I was told someone would be in contact. My husband called the salesman who came out and sold us the flooring. The salesman said he would follow up and forward to the appropriate Regional Manager. It has now been two weeks and still nothing. This is unacceptable. The cost of the footboard $407.00.

  

  Business Response

  Date: 08/15/2024

  We sincerely apologize for the experience youve described, and we understand how frustrating this situation has been for you. Our records indicate that you have recently spoken with a member of our corporate office, and we will be processing a refund of $406.58 to your original form of payment, as requested. Please allow five to seven business days for the refund to be processed and reflected in your account.

  Please know that your feedback is very important to us, and we are committed to ensuring that situations like this are handled with the utmost care and professionalism. If you have any further concerns or require additional assistance, please dont hesitate to reach out to us directly.

  Thank you for bringing this to our attention, and we apologize again for any inconvenience this has caused.

  Respectfully,

  50Floor

  Customer Answer

  Date: 08/15/2024

   
  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:08/05/2024

  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.

  on 5/24/24 i ordered Dreamweaver Montauk (60 oz.) 294 garden rock carpet. we ordered he thickest due to high traffic, for 3 large rooms approx. 900 sq. ft., the 1st open date was 6/19/24. i then stripped the house for installation everything went into the closets and ******************** carpet was laid in 2 ************ taped it so we didn't trip. the installers showed me that the carpet is a manufacturer defect and could not be cut properly or seamed together properly (seamed together? the sales lady only said a seam @ each door, seams that i wasn't told i would have) now it's one 20 ft, seam in each room plus at each ********* would fray wear it's cut) they reorder it, 6/25/24 they came to redo it, again the new carpet has a manufacturer defect, and it is of lesser quality 40oz. all of this was happening with numerous calls to numerous different people. i was told by a manager of 50 floors to vacuum to 5x's and it would be the same and to trust him i wouldn't even see the seams. (they only have 12 ft. wide not 15ft. wide which is what i need in each room. so i wait each day by the phone, i only have a house phone, for them to call me with the right 60 oz. , no manufacturer defect so it doesn't fray. well, i've called every day for a month, leaving voice mails, my house packed up like i moving and fraying carpet. i paid the 1/2 down when i ordered it.

  

  Business Response

  Date: 08/09/2024

  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration you've experienced with your carpet installation. We understand the importance of receiving the correct product, especially after the challenges you've faced.

  We wanted to inform you that the new Dreamweaver ******* (60 oz.) carpet you requested has arrived. Our local market team will be reaching out to you within the next 48 hours to schedule a new installation appointment. We are committed to ensuring that the installation is done correctly and to your satisfaction.

  If you have any further questions or concerns, please don't hesitate to contact us directly at ************. We appreciate your patience and look forward to resolving this matter for you.

  Respectfully,

  50Floor

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22093546
  
  I am rejecting this response because: that is not what we agreed to, myself and *********************** agreed to a full refund of $2971.50.
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/13/2024

  Dear Valued Client,
    Thank you for reaching out and sharing your concerns with us. We deeply regret the inconvenience you've experienced during the carpet installation process. We understand that the situation has been frustrating, and we appreciate your patience as we worked to resolve the issue.

  We want to clarify that while we understand your request for a refund, we did not agree to this, but instead, we forwarded your request to our management team for consideration. Unfortunately, after careful review, the refund request was denied. However, we are committed to fulfilling our contractual obligations and pleased to inform you that the correct Dreamweaver ******* (60 oz.) carpet has arrived and is ready for installation. We would like to schedule the installation at your earliest convenience to complete the project.

  As a gesture of goodwill for the inconvenience youve encountered, we would like to offer you $250 in compensation. While we believe this situation does not justify a refund, we hope this compensation, along with the installation of the correct carpet, reflects our commitment to your satisfaction.

  Please let us know a convenient time to schedule the installation, and feel free to contact us directly if you have any further questions or concerns.

  Thank you again for your understanding.

  50Floor

• Initial Complaint

  Date:08/03/2024

  Type:Customer Service 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.

  April 2024. Had a 40' x 25' flooring installed. EVP recommended and guaranteed by sales person. In July, the flooring is buckling/bulging near stairway and railing. Have had several emails, phone conversations and texts with customer service representatives and HQ managment. No visit has been scheduled to observe and assess the problem

  

  Business Response

  Date: 08/05/2024

  We have reviewed the complaint from ************** regarding the buckling and bulging of the flooring installed in April 2024. We apologize for any inconvenience and frustration this issue has caused.

  We are pleased to inform you that we have been in direct communication with ************** and have scheduled an assessment appointment for early next week. Our team will visit the property to thoroughly observe and assess the problem to ensure a prompt and effective resolution.

  We are committed to addressing these concerns and appreciate the opportunity to rectify this situation.

  Respectfully,

  50Floor

  Customer Answer

  Date: 08/06/2024

  This is a false statement.  "have scheduled an assessment appointment for early next week".  A phone call was received.  *********** provided no scheduled date or time for the assessment. There have been a number of statements by the company regarding what they would do.  However, nothing has been done.

• Initial Complaint

  Date:07/20/2024

  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.

  On July 6 2024 The installers arrived four hours late to install my carpet. I was not contacted by 50 floors that there were a delay. I have received the worst customer service ever from this company. People , please do the research find a better company. My carpet is popping up in some corners,it was cut too short and a damage.Some of my wires. I had appointment for today between 8 and 12 .No one has called and no one has showed up to do the repairs. **************** Continues lie and give me the run around about doing the repair. I wouldn't recommend this 50 floors to anyone.. I just contacted customer service again this morning.Saturday July 20th. No one is in the office or returning my calls . The worst customer service experience ever. Again no one has showed

  

  Business Response

  Date: 07/22/2024

  We sincerely apologize for the inconvenience and frustration you have experienced with our service. We regret that the installers arrived late on July 6, 2024, and that you were not notified of the delay. We understand the importance of timely and effective communication and apologize for falling short of your expectations.

  We are also very sorry to hear about the issues with your carpet installation, including the carpet popping up in some corners, being cut too short, and the damage to your wires. We take full responsibility for these errors and are committed to resolving them promptly.

  Our team is scheduled to arrive today to correct the issues. We apologize for the lack of communication regarding your appointment this morning and assure you that we are addressing this internally to improve our customer service.

  Once again, we deeply apologize for the inconvenience. We value your feedback and will use it to ensure such issues do not happen again in the future.

  Thank you for bringing this to our attention.

  50Floor

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22018571
  
  I am rejecting this response because: the installers destroyed my system cutting the wiring all around and to complete the carpet and wiring repairs I have schedule another appointment. This is the Result of poor cuservice  

  Sincerely,
  L Glass

  

  Business Response

  Date: 07/24/2024

  We understand your concerns and are committed to resolving this issue to your satisfaction. Our intention was never to cause such a disruption, and we deeply regret that our actions led to this situation.

  Our records indicate you have spoken with a member of our customer care team. We have requested Ms. ***** to hire a contractor to address the cable issues with the sound system. Once the wiring repairs are completed, we will be more than happy to promptly return and finish the necessary carpet repairs.

  We value your business and are dedicated to ensuring that all our customers receive the highest level of service. Please contact us directly at ************ to schedule a convenient time for the carpet repairs once the wiring system has been addressed. 

  Thank you for your patience and understanding as we work to make this right.

  Respectfully,

  50Floor

• Initial Complaint

  Date:07/20/2024

  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.

  Paid for flooring in early May. Floors were done improperly and incomplete. Company had been out multiple times and still had yet to fix or complete the job. Was lied to about installation and company policies as well as put on a plan we specifically did not want for payment. It has been almost 3 months of this and 50 floors has not reached back out to be in 2 1/2 weeks.

  

  Business Response

  Date: 07/23/2024

  We apologize for any inconvenience you have experienced. As of July 22, a member of our national experience team, ****, left you a voicemail to discuss your concerns. We are committed to addressing and resolving any issues you may have encountered. Please feel free to reach out to **** directly at ************ at your earliest convenience.

  Thank you for bringing this to our attention. We look forward to speaking with you and finding a satisfactory resolution.

  50Floor

• Initial Complaint

  Date:06/29/2024

  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.

  On August 30, 2023, I purchased flooring and had it financed with ***** Fargo. My contract amount that I signed showed a receipt for $3684.00. The total amount that was financed was $3985.50. I contacted 50th floor several times during the past year to ask where the additional $301.50 came from. They have not provided me with a contract that I signed in the amount of $3985.50 that was financed though ***** Fargo. Please provide the signed document stating that the amount was changed to $3985.50 or return my $301.50. **********************

  

  Business Response

  Date: 07/01/2024

  Thank you for bringing this matter to our attention. We understand your concern regarding the discrepancy in the amount financed for your flooring purchase.

  Upon reviewing your account, we can confirm that your contract, initially signed on August 30, 2023, for the amount of $3684.00. An addendum was on signed on September 15, 2023, for $301.50, which adjusted the total amount due to $3985.50. This change was reflected in the receipt processed by ***** Fargo on October 2, 2023.

  We apologize for any confusion caused and want to ensure transparency. We will promptly send you a copy of the updated contract and addendum to the email address provided.

  If you have any further questions or require additional clarification, please feel free to contact us directly at ************.

  Respectfully,

  50Floor

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21921808
  
  I am rejecting this response because: I was not provided a copy of what you say was signed in September. Me paying off a balance with ***** Fargo does not let 50 Floor off the hook for providing me documentation of a change in the balance. I am asking for the document that you say I signed with 50 Floor stating the new balance. If that cannot be provided, I am requesting the difference of $301.50 back.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/01/2024

  The signed paperwork was provided in our original response along with an email sent directly to the email provided. 

  Respectfully,

  50Floor

  Customer Answer

  Date: 07/08/2024

   
  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:06/24/2024

  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 50 floor install flooring (02.01.20, 02.02.20 & aprox 3 weeks later at the end of Feb.) in our kitchen, dining room, laundry room, hallway, **************** Everywhere that 50 floor installed vinyl plank flooring has popped up, cracked, pealed, etc. We were told by another installer that the floors were installed too tightly, leading to the issue. We had this work done 1 month prior to Covid hitting. We notified the salesperson on 10.04.20 & 01.04.21 of the issues but no response. We notified the installers via text on 01.23.21. 03.20.21 emailed sales person and CC: 50 Floor email address off of local website. No responses. 11.01.21 Reached out to 50 floor direct emaill. No response. 11.19.21 called and had to leave a message. On 11.22.21 received a phone call & email response requesting pictures of our floors. Sent them over same day again. 11.23.21 Received a phone call telling us we are outside the 1 year warranty period which would have been 02.02.21. They said the lifetime warranty was only on the material not the installation. They allowed no extra time for the Covid shut down. I reached out ***************************************************** to give us the free installation special they were offering. I got no response. I filed a claim with the *** & local TV ********************************* called asking how to fix this. We told them we wanted our floors replaced & installed because they were not installed correctly before and we paid them for them. We were not paying them again. They assured us they would take care of it and apologized and then have not followed up or sent over their Corporate contact information they promissed during the phone call on 06.20.24.

  

  Business Response

  Date: 06/26/2024

  Thank you for sharing your detailed feedback regarding your recent experience with our flooring installation services. We sincerely apologize for the inconvenience and frustration you have experienced.

  We understand that *******, a member of our customer service team within your local market has left a voicemail to schedule an assessment. At your earliest convenience, please return her call at ************ to set a day and time that works best for you.

  Thank you for bringing this to our attention. We look forward to resolving this issue promptly.

  Respectfully,

  50Floor

• Initial Complaint

  Date:06/11/2024

  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 paid $6700 for floors to be installed in my home. They were weeks late installing because the flooring was shipped to a warehouse in ******* when we live in *******. The salesman told us they would just seal our tile so it was level to put down our vinyl flooring, and they did so. These floors come with a 25 year water proof and damage warranty. 2 months after install, the floors are uneven, have water damage and moving under our feet. I've been calling for 5 months to get someone to come fix the damages and no one has even called me back. I've left more messages than I can count! PLEASE DO NOT USE THIS COMPANY FOR ANY OF YOUR FLOORING NEEDS!!!!

  

  Business Response

  Date: 06/17/2024

  Thank you for bringing this to our attention and for your patience. We sincerely apologize for the inconvenience and frustration you have experienced with your flooring installation.

  We see you are currently working diligently with our national experience manager to come to a resolution that addresses your concerns and meets both parties' needs. Your feedback is crucial to us, and we are committed to resolving this matter promptly.

  Respectfully,
  50Floor

• Initial Complaint

  Date:05/20/2024

  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.

  Back in ***************************************** my bedroom I keep seeing flaw after flaw. Here is the list of things. 1-you can clearly see the seems 2- bed frame supports are all broken bed is sagging now. Bed was not removed from room when they installed carpet just slid it around causing the supports to break. 3- fraying on the edges where carpet meets other flooring. 4- sloppy cuts around floor vents 5-new added tack strips in closet will stab your feet. Spikes too long.6-Base boards barely cover the sloppy cuts on the wall.Now i am noticing where these seems are the carpet is buckling causing wrinkles in the carpet in multiple spots. Nothing was done about the carpet after the install back in 21. Its getting worse as the days go by. I would like new carpet or some sort of refund.

  

  Business Response

  Date: 05/22/2024

  It appears you have previously discussed this issue with a member of our customer care team, who offered to schedule an appointment for a billable repair.

  Our records show that the installation was completed on November 6th, 2021, which means the one-year installation warranty expired on November 6th, 2022. 50 Floor is happy to conduct an assessment at no cost; however, any subsequent repairs will be charged at a discounted labor rate.

  Please review the details of your one-year 50 Floor flooring warranty:

  Gold Star One-Year Installation Warranty 50 Floor guarantees the quality of workmanship to be professional and in accordance with standards set by the flooring industry. Should further installation service related to the original installation of your flooring be required, 50 Floor will 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. It will be invalidated if the flooring condition is due to improper maintenance or cleaning, abuse, excessive moisture, vandalism, or alteration.

  Respectfully,

  50Floor