Complaints

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

close

Find a Location

50 Floor has 35 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  50 Floor

  4701 Granite Dr Tucker, GA 30084-6306

  
• 

  50 Floor

  818 Bluecrab Rd Newport News, VA 23606-4219

  
• 

  50 Floor

  5525 Cloverleaf Pkwy Valley View, OH 44125-4814

  
• 

  50 Floor

  4851 S Collins St, Suite #100 Arlington, TX 76018

  
• 

  50 Floor

  670 Enterprise Dr Ste D Lewis Center, OH 43035-9441

  

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:02/19/2025

  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.

  Regarding carpet *********************** .We were deceived by our sales person who is a 50 Floors representative.We had numerous conversations regarding the type of carpet for our bedroom.Wanted a trackless carpet that did not leave footprints or vacuum marks. We were assured the carpet we chose was what we wanted wrong !!! Called the main office in ******* to complain. The manager ******* got back to us & said they would replace it but wanted to charge us $2850 more .. we paid $2850 for two rooms.. they admitted it was an error on the Sales persons side .In order to replace it in total it was going to be $5700.Told them we werent interested in getting robbed or taken advantage of. Would at least like to be credited for the bedroom carpet .

  

  Business Response

  Date: 02/20/2025

  We appreciate the opportunity to address your concerns regarding your carpet purchase and installation. At 50 Floor, we strive to ensure that every customer is satisfied with their *********************** selection, and we regret that your experience has not met your expectations.

  Prior to installation, all customers are provided with a Product Verification Form, which confirms that the selected flooring matches the order and is approved before installation begins. In this case, you reviewed and signed this form, verifying that the carpet delivered and installed was the correct product. This documentation is in place to ensure transparency and to prevent any misunderstandings about the selected flooring.

  While we understand your disappointment, we must emphasize that the carpet installed was the exact product chosen and approved by our client. However, as a good faith gesture, we are willing to offer an additional 10% discount off the quoted replacement cost should you decide to proceed with a new carpet selection.

  If you would like to move forward with this offer or have any further questions, please feel free to reach outto us at your earliest convenience. We appreciate the opportunity to resolve this matter and value your business.

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:02/11/2025

  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.

  flooring installed last March, has started to buckle in many places. contacted them they sent someone out to look at the problem and agreed there was a problem. said they were going to order material and fix the issues. it has been weeks and they will now not return my calls or text

  

  Business Response

  Date: 02/13/2025

  We sincerely apologize for the delay in addressing the issues with your flooring. We understand how frustrating this has been and appreciate your patience. The material needed for the repair has been ordered, and while we are unfortunately at the mercy of the vendor, it is currently scheduled to arrive at 50 Floor on 2/19/2025. As soon as it arrives, we will reach out to schedule your repair. Please know that we are committed to resolving this as quickly as possible.

  Thank you for your patience, and we appreciate the opportunity to make this right.

  50Floor

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

  Customer Answer

  Date: 02/13/2025

   
  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:02/06/2025

  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.

  Flooring was installed in home office in August of 2023. The room was a home office with a rolling chair present at the time of estimate completed by the salesman.A this time the floor where the office chair sits is cracking/separating and buckling at the seams. Contact was made with 50 Floor who has pointed to the office chair being the culprit of the floors failure and is refusing to make the repairs without compensation. Their reasoning is that use of the rolling chair is the cause and this is not a product failure. Nothing was communicated to us by 50 Floor that the use of a rolling chair would damage the floor. Again, the chair was present at the time of estimate. It should also be noted that there is an area rug between the chair and the floor. This has also been communicated to ******************************* of the damage were provided to 50 Floor.Had the salesman communicated the potential for issues due to the use of a rolling chair we would not have had the floor installed.

  

  Business Response

  Date: 02/11/2025

  We appreciate the opportunity to address your concerns. At 50 Floor, we take pride in delivering high-quality flooring solutions, and proper floor maintenance is the responsibility of the homeowner to ensure longevity and performance.

  After reviewing your case, we have determined that the damage to your flooring is the result of site-related conditions rather than a product defect or an installation issue. Rolling chairs, particularly in high-use areas, can place continuous pressure on flooring joints, leading to separation or cracking over time. While an area rug may offer some protection, it does not eliminate the impact of repeated rolling motion. This is a known industry consideration for hard surface flooring, which is why many manufacturers recommend the use of chair mats in office spaces to prevent such damage.

  As discussed, we have offered to complete the repair at a labor cost of $250. If you have enough leftover material from the original installation, this will be the only cost. However, if additional material needs to be ordered, there will be an additional charge. This offer remains available to help restore your flooring while ensuring a fair resolution.

  Please let us know how you would like to proceed, and we will be happy to assist in scheduling the repair at your earliest convenience.

  Respectfully,

  50Floor

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22907294
  
  I am rejecting this response because:

  As I said previously the room was an office complete with rolling chair at the time of estimate and installation.  Had you all done your due diligence in communicating the issue with the chair I never would have had the product installed to begin with. 

  You all ignored a know issue causing failure to secure the job.  Now that the failure has occurred you expect me to pay you more money to fix it.

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

  

  Business Response

  Date: 02/11/2025

  At 50 Floor, we strive to provide high-quality flooring solutions and transparency regarding maintenance and care. We understand your concerns; however, per our warranty terms, our installation warranty covers workmanship for one year, which expired on September 22, 2024. Additionally, this is not a material defect but a site-related issue due to the impact of rolling chairs, which can cause stress on flooring over time.

  While we understand your frustration, the responsibility for maintaining flooring under conditions such as office chair use falls under standard care and maintenance guidelines. As a result, this repair is billable, with the labor cost outlined in our previous communication. If you would like to proceed with the repair, we are happy to assist.

  Respectfully,

  50Floor

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

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22907294
  
  I am rejecting this response because:
  

  I have explained my side of it.  Nothing was said about the chair and you continue to cite "known industry standards" of an industry I do not work in.  This standard was never communicated and had it been the floor would not have been installed.

  I am not paying you to repair it, in my opinion you did not act in good faith during the estimate/sale and are not acting in good faith now.  If you refuse to repair it we can leave the this with the BBB as an answered/unresolved complaint, and I can leave reviews regarding the shady practice where applicable.

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

• Initial Complaint

  Date:02/05/2025

  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.

  **** ***** - ************************* Manage and ***** *******, General Manager of 50 Floor in ***************, *******, are a disgrace to this company, or maybe the company as whole is a disgrace. They just lie to you over and over again, promising to repair the not only incorrectly installed flooring in my entire house but they have also installed flooring that is defective and cupping (this I'm told is a manufacturing problem). *****, the **, came to my house and told me the flooring is installed incorrectly and you can see in the part of the flooring that is tearing up only 1 year after installation that there is no Poly Underlayment installed before they laid the flooring down. This Underlayment material is included in my contract and missing in the whole house. The flooring is from a company called ******** and is defective and cupping. 50 Floor could care less. I've paid in full over $16,000 and they are happy and don't care that my floor is wavy, bowing and bouncing and edges of the panels are splitting and popping up. I've been in contact with both **** ***** and ***** ******* since last April (almost a year) trying to get this corrected since they have both acknowledged the problem and promised to replace or repair my floor and neither one of them have ever called me back as promised or done anything but string me along with empty promises. They must like to take advantage of women.

  

  Business Response

  Date: 02/11/2025

  We appreciate you bringing your concerns to our attention. We understand the importance of ensuring your flooring is installed correctly and meets the quality standards expected. Our team has reviewed your concerns, and we are committed to taking the next steps toward a resolution.

  To properly assess the situation, we will be in touch within the next week to schedule an on-site evaluation. This will allow us to better determine the necessary course of action to address your concerns. We appreciate your patience as we work to ensure this is handled appropriately.

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

  Respectfully,

  50Floor

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

• Initial Complaint

  Date:02/01/2025

  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 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: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.

  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: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.

  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: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 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: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.

  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: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.

  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,
  
  **** ****