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

  4701 Granite Dr Tucker, GA 30084-6306

  
• 

  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 Charleston Metro

  3250 Goodiron Way North Charleston, SC 29418-3487

  

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:01/06/2025

  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.

  A year ago I bought carpet from 50 Floors. The carpet is now buckling. I contacted *** ******** twice and he never responded . I received a email from ****** ****** who asked me to send pictures, which I did. He responded and said that I needed to get the carpets cleaned and to send the receipt to him, I responded and asked him if I would be reimbursed and he said no we are doing you a courtesy by having the rugs stretched. First of all I spent quite a bit of money on the carpet, and its been down for a year which is why I want to know why is it buckling after only a year. I also sent an email to ******, and as of yet I have not gotten a response back from anyone about this carpet cleaning bill.

  

  Business Response

  Date: 01/07/2025

  Thank you for reaching out and sharing your concerns. We understand your frustration, and wed like to provide some clarity on this matter. 

  Your carpet installation was completed on February 10, 2023, the installation warranty expired on February 10, 2024. While the warranty period has passed, 50 Floor is committed to ensuring your satisfaction and has offered, as a courtesy, to restretch the carpet at no cost to you.

  Its important to note that carpet maintenance, including professional cleaning, plays a crucial role in preserving the condition of your flooring. Proper cleaning helps prevent issues like buckling, which can occur due to a variety of factors, including changes in humidity, foot traffic, or lack of maintenance. Unfortunately, the cost of cleaning is not covered under your warranty or by 50 Floor.

  We kindly request that you have the carpets professionally cleaned using the hot water extraction method, which is the recommended method for maintaining carpet integrity. Once the cleaning is completed, please email us a copy of the receipt so we can proceed with scheduling the complimentary restretch.

  50Floor

  Customer Answer

  Date: 01/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I have no choice but to find that this resolution is  what it is.
  
  Sincerely,
  
  ***** ***** *******

• Initial Complaint

  Date:12/26/2024

  Type: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.

  50Floor came to install flooring in my house 10 December 2024. They were to install laminate in our basement and carpet in our two sun rooms. The installed the basement first, and then the carpet 11 December 2024. Upon arrival I gave the first half of the payment $9440.42. They had a crew of five men. They finished in one day. Then the next day they did the carpet in both sunrooms. They worked late into the evening on 10 December, and came about 9:00 a.m. 11 December. They finished the carpet on the same day. I paid them the remaining balance of $9,440.42. I I was constantly being rushed, and didn't get a chance to inspect the flooring in the basement until after they left. Most of the laminate had lines in them like railroad tracks. It is over the entire basement. I have been trying to reach 50Floor and the call goes to an overseas call center. I have been lied to constantly. One person said he was in **********, and then asked me what state I was in. I told him that if he knew where Birmingham was he would know what state I was in. He never would respond to my statement. I asked to speak to a supervisor in customer service in the *************. He further stated, now that no one was answering the phone in the ********** customer service ***** and would send a ticket for someone to contact me. It is amazing how I could talk to local people when they wanted my money now can't receive any response. I also found a couple sets of my dumbbells missing..

  

  Business Response

  Date: 01/07/2025

  Thank you for bringing these concerns to our attention. We deeply regret hearing about the issues youve encountered with your flooring installation and the challenges in reaching our team. We strive to provide quality service and clear communication, and its clear we fell short in this instance.

  We understand your concerns regarding the appearance of the laminate flooring in your basement and the overall experience during the installation process. To address this, we have scheduled an assessment for January 9th to evaluate the flooring and determine the appropriate steps to resolve the issue.

  We appreciate your patience as we work to address these issues and restore your confidence in our services. If you have any additional questions or need further assistance in the meantime, please dont hesitate to contact us.

  50 Floor

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

• Initial Complaint

  Date:12/18/2024

  Type: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

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