Complaints
This profile includes complaints for 50 Floor's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 237 total complaints in the last 3 years.
- 75 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered flooring in August 2024 from 50/50 Flooring took weeks to receive flooring and when received was the incorrect color. Manager said they would correct and reschedule in Oct. Came brought wrong color again, did not install or correct left carpet in garage. Told the finance company when bill was disputed that install was completed in Aug/24 which it was not. Ive called and left message numerous times and no response. POC ****** stopped responding. Called corporate left message no response. Received notice in Feb of 0.00 balance with ****** company, received call in March saying acct is past due 50 flooring shows work complete but the carpet is still in my garage and no one has called back or came to fix . Horrible service, unresponsive, terrible business. The account is for M ******* and C ******
Business Response
Date: 04/18/2025
Thank you for bringing this to our attention. We sincerely regret the frustration and inconvenience this experience has caused.
Our records indicate that multiple attempts have been made to contact you at the number on file to address and resolve your concerns, but we have not yet been successful in reaching you. We would appreciate the opportunity to speak with you directly to go over the details and determine the best path forward.
At your earliest convenience, please return our call at ************ so that we can assist you further. We are committed to resolving this matter and ensuring that your concerns are properly addressed.
Respectfully,
50Floor
************
Initial Complaint
Date:04/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This began on 10/19/2024, we still trying get our floor completed. The job was only supposed to be for one day , which its still on going. The finally finished on 11/4/25. When I came on to inspect, the contractor who they sent out she had cut all of my door frames 2 inches or more. It look like she just lost her mind. She had nails exposed on my baseboards , glue is still on my floor. We have parts of the floor pulling up. I immediately text ***** the guy that was over the people who were working at my home. He was rude trying to say my frames were already that way. We went back and forth. The district mgr reached out to me the next day. I sent pictures to him, they agreed to replace my 4 doors and frame. I had to go and get three estimates, which they decided to go with **********. ***** never made it back to finish putting my trim down, ********** came in finished part of the job. The contractor from ********** did complete the job. We still have a section not complete. Del- district mgr, has been assisting me . The balance that I owe is 2640 minus the total for the repair on my doors and frame. I refuse to pay until my frame is completed and the fix these repairs. I paid 2600 at the beginning of the job. I received a text on4/9/25 stating they are sending me to collections due to non payment. I told him I want my them to finish the repairs. I have no problem paying once ALL repairs are completed. I told him I am now going to seek legal actions. I am going to upload pictures. This is unacceptable I trusted them with my home , this is a nightmare. I was told by ***** that to repair this last frame will need to be by a contractor . I had one to come out . I am waiting on the estimate but 50 floor trying to send me to collections. It wasnt my fault it their contractor, that BOTCHED my home. See uploaded picturesBusiness Response
Date: 04/15/2025
We appreciate the opportunity to respond to Ms. ********** concerns and sincerely regret the frustration this experience has caused her.
Ms.********** installation began in October *************************************** November 2024. During her post-installation inspection, she expressed concerns regarding visible glue, nail exposure on baseboards, and the condition of the door frames. Upon review of the photos she provided, our team acknowledged that four doors and corresponding frames would require replacement. We agreed to deduct the repair costs from her remaining balance once documentation of the final expense was submitted.
At ************* request, the district manager, Del, remained in ongoing communication to assist with these matters. In March 2025, our team returned to her home to repair any areas of concern minus the doorframes; however, ************ declined to allow the work to proceed until the door frame repairs were completed. While we certainly understand and respect her preference to prioritize that portion of the work, we are unable to finalize her invoice or apply any deductions until we receive a valid contractor quote or invoice confirming the cost of the final door frame repair.
As of today, we are still waiting on that final estimate. Once it is received, we are happy to proceed with deducting the verified amount from Ms. ********** remaining balance of $2,640 and will consider her account resolved upon completion of any outstanding warranty-related service items.
We are committed to honoring our warranty and ensuring all necessary installation corrections are made in accordance with that policy. However, to ensure we can move forward, we kindly ask that Ms. ********* provide the pending documentation for the final door frame repair within the next 10 business days.This will allow us to process the appropriate deduction and avoid any further delays in final resolution.
We remain available and willing to coordinate any remaining warranty repairs and appreciate her prompt attention to this final step.
Respectfully,
50Floor
Initial Complaint
Date:04/11/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 3/26/2025 50 floors collected $3,000 from me so that they could order the selected laminate flooring. After a few days, they arrived with the laminate ready to install then advised me that they cannot install it due to foundation problems on the floor. Ever since that day, I have contacted CS to request my money back and no one seems to have an answer for me as to when I will receive my $3,000 back. I have left several messages and have also sent emails but as of today, I have not been contacted by anyone at the business.Business Response
Date: 04/15/2025
We sincerely apologize for the inconvenience and frustration you've experienced. We appreciate you bringing this to our attention and truly regret that our communication and response time have not met your expectations.
Weve left a voicemail to personally offer our apologies and confirm that your refund has been submitted. Please allow up to seven business days for processing. We understand how important this matter is, and we are committed to ensuring that it is resolved promptly.
If you have any further questions or need assistance, please do not hesitate to reach out to us directly.
Thank you for your patience and understanding.
Respectfully,
50Floor
************
Customer Answer
Date: 04/20/2025
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:03/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 3/14/25 I scheduled repair service with 50 Floor. Repairs were scheduled for 3/25/25.I paid the deposit of $496 No one showed up on 3/25/25, I received no call / email / or text. I have tried for 6 hours to get in contact with a supervisor and have been unsuccessful.Business Response
Date: 03/28/2025
Were so sorry for the inconvenience caused by the missed repair service on 3/25/25 and the lack of communication from our side. We understand how frustrating this must be, and we sincerely apologize for the mix-up.
To make things right, weve updated you with an estimated service date of either 3/28/25 or 3/31/25, depending on any shipping delays. As a gesture of goodwill, weve also applied a $50 discount to your contract and will be sending two cartons of flooring directly to your home at no charge.
We truly appreciate your patience and understanding as we get this sorted out. If you have any questions or need anything else, dont hesitate to reach out to us at ************.
Thank you for choosing 50 Floor, and we look forward to completing your repair service soon.
Respectfully,
50Floor
Initial Complaint
Date:03/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We are dealing with devastating consequences to improper installation of the flooring in the lower level of our home. We were told by 50 floor that a properly installed vapor barrier between the concrete and our plank flooring would prevent any moisture or water damage. A few months after installing, we noted cupping and warping of boards. I reached out to the company to discuss our issue and determine why we are experiencing this. A representative was sent out, removed two planks in a dry section of the room and determined that there was a vapor barrier present in that area. 50 floors said that they would not be responsible for any of the damage and we would have to remove the destroyed flooring ourselves. Upon our removal of the destroyed floors to prevent further damage and mold growth, we were shocked to discover that a vapor barrier was largely missing and patchy especially in areas of water damage. This was documented in pictures and video sent to 50 floor. The company was only able to produce an installer picture showing one corner of the room that had a properly installed barrier present, but no photographic evidence that a barrier was installed in the areas of concern and damage. According to the subcontracting manager, the vapor barrier should be wall to wall and overlapping and this is certainly not the case for the scarce pieces that were thrown down as there are several large areas of concrete with no barrier at all. Our family is forced to lose the space in half of our home while we wait for correspondence from 50 floor in regards to their poor installation and the damage it caused to our flooring. We paid more than ****** for installation and materials for our flooring and now half of the work is destroyed and we are left without a floor at all in half of our *************** has yet to contact me about a resolution and replacement of my flooring and proper installation even though they state a one year warranty for installation issues.Business Response
Date: 03/31/2025
We understand the frustration this situation has caused and appreciate the opportunity to review your concerns. Customer satisfaction is important to us, and we take installation matters seriously.
After reviewing the details of your installation, we have escalated this matter for further evaluation. To determine the root cause of the moisture issue affecting your flooring, a professional remediation company will need to assess whether the source is due to external site conditions, such as, excessive moisture seeping through the slab, or if there were installation-related concerns.
If the remediation company determines that external factorssuch as but not limited to foundation issues or improper gradingare contributing to excessive moisture, this would be a matter for your homeowners insurance.
However, if no external work is required to prevent water intrusion, we will move forward with covering the replacement of your flooring as per our installation warranty.
Respectfully,
50Floor
************
Customer Answer
Date: 03/31/2025
Complaint: 23112257
I am rejecting this response because you are not addressing the obvious issue with your company installation, complete with photo and video evidence, that your company did not follow basic mandatory procedures of installation on a concrete subfloor. Why was there no vapor barrier present in many areas? Was it due to improper training of employees, laziness, cutting corners on cost? None of these are good explanations and reflect very poorly upon your company.I have attached two documents that you requested that explain in detail what is recommended moving forward and why there was moisture developing on a concrete slab with no vapor barrier present.
It seems very odd to me that a company that sells and installs flooring needs help distinguishing the proper way to install and prep a subfloor. Nonetheless, these are the documents attached.
I look forward to coming to an expedited resolution on our issue.Sincerely,
******** ******Business Response
Date: 04/08/2025
Thank you for your response. As discussed, the resolution is for 50 Floor to install new flooring in the basement using a 6-mil poly barrier at no cost to Ms. ******* with the customer responsible for having the concrete slab sealed prior to installation.Initial Complaint
Date:03/15/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Transaction date: 1/29/25 Carpet install date: 2/7/25 or 2/8/25 Carpet and install cost: $1400.00 Complaint: Defective carpet installed and install not to customer satisfaction. Per attached letter, vendor *** agreed, when visiting home, carpet defective and redund advised. As of 3/15/25, vendor Management.has not refunded $1400, recharged customer credit card $1400, and has not spoken to customer to explain. ***************** has not returned calls after multiple messages left with staff.Business Response
Date: 03/17/2025
We understand your frustration and appreciate the opportunity to address your concerns. As part of our commitment to customer satisfaction, we offered a full replacement of your flooring at no cost under your warranty. However, we understand that you have chosen to decline this resolution.
At this time, we are unable to proceed further while there is an open dispute with your credit card company. If you would like to move forward with the full replacement under your warranty, we kindly ask that you communicate with your credit card provider regarding this resolution and withdraw the dispute. This will allow us to complete the replacement as agreed upon under the terms of your warranty.
Please let us know how you would like to proceed so we can assist you accordingly.
Respectfully,
50Floor
************
Customer Answer
Date: 03/17/2025
Complaint: 23071368
I am rejecting this response because: 50 Floor's statement that our dispute ticket with Discover has to be closed in order to receive a refund for defective carpet is not true. Per Discover, our ticket can remain open until 50 Floor provides a document of refund to ***** ********' Discover account for full refund of $1400.00. At that time the Discover ticket will be closed. At no time will we agree or accept a replace of carpet and installation from 50 Floor. Per Federal Protection Act we have the right to request a refund. We will accept nothing less.
Sincerely,
******* ********Customer Answer
Date: 03/17/2025
Complaint: 23071368
I am rejecting this response because: 50 Floor's statement that our dispute ticket with Discover has to be closed in order to receive a refund for defective carpet is not true. Per Discover, our ticket can remain open until 50 Floor provides a document of refund to ***** ********' Discover account for full refund of $1400.00. At that time the Discover ticket will be closed. At no time will we agree or accept a replace of carpet and installation from 50 Floor. Per Federal Protection Act we have the right to request a refund. We will accept nothing less.
Sincerely,
******* ********Business Response
Date: 03/17/2025
We understand your concerns and appreciate the opportunity to address them. Per the terms of your warranty, we have offered a full replacement of your carpet and installation at no cost to you. Our warranty does not provide a refund option, but we remain committed to resolving this issue through the approved replacement process.
If youd like to proceed with the replacement, please let us know, and we will coordinate the next steps.
Customer Answer
Date: 03/18/2025
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:03/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The workmanship is sloppy and incomplete, the stairs has gaps big enough for change to rest in . The trim was cut and pieced together in ,2 in pieces all around the base board, some stain some not. They knock a hole in my drywall and stuff packing materials and installation foam to cover up, leaving foam installation on new floor. No trim on wall behind the washer and dryer. The tread on the steps are too short for the stairs leaving holes on the side of each stairs filled in with wood putty very visually light in color and ugly. Debri from previous floor is poking through new floor.The trim has large gaps not flush with wall or baseboards, my existing base boards beat up with gashes from the use of hammer in sted of using a nail gun. Some areas have sharp nails from nail gun sticking out of trim. I call the co.and talk with Mr. ****** and sent pictures of the discrepancy, I was told that there is a one year was on the work and I would be charged start at $75.00 to come and install the issue. I later revived a call stay that they would waiver the fee, but they cannot do the work for free. I was told someone would contact me for an appointment. No one contacted me as of yet.Business Response
Date: 03/12/2025
We sincerely apologize for any frustration this experience has caused. 50 Floor stands behind our workmanship and warranties, and we appreciate the opportunity to address your concerns. As of 3/06, an email was sent to Ms. ***** at ********************* which is the email we have on file, to schedule an assessment at no charge. We remain committed to resolving this matter and encourage Ms. ***** to respond to the email or reach out to our customer service team at her earliest convenience. Please see the attached communication for reference. We appreciate your patience and look forward to assisting you.
Respectfully,
50Floor
************
Initial Complaint
Date:03/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
50 Floor put in new floor they were called out once to fix problems with the floor. I now have more problems were the floor is seperating and lifting. I have been calling them since the end of January to fix the floor and have had no dates to fix the floor and it is March 10th. When you call they have no manager on duty and no one that can give you appt. I spoke with **** she answers the phone and tells you the managers ****** and ****** are not available. This is a floor that I am paying almost ********* and it is not 6 months old. There is no way I should be having this kind of trouble this soon.Business Response
Date: 03/12/2025
We sincerely apologize for the frustration youve experienced. 50 Floor stands behind our products and installation, and we want to ensure your concerns are properly addressed. We see you have spoken with your local market team and have scheduled an appointment for 3/15 to assess your concerns for a resolution. Please dont hesitate to reach out if you have any further questions. We appreciate your patience and look forward to assisting you.
Respectfully,
50Floor
************
Customer Answer
Date: 03/14/2025
Complaint: 23046160
I am rejecting this response because: here it is 3/10/14 and they canceled the appt for 3/15/25 they do not have installer that speaks English. Abd another one has had an accident as the consumer this is what have been dealing with since the end of January. They want me to open my schedule up but that would mean me being off work for the 3rd time. I have given and given. I am seeking a full refund at this time
Sincerely,
**** ********Business Response
Date: 03/14/2025
We understand your frustration and sincerely apologize for any inconvenience you have experienced. To clarify, the original installer was only available on 3/15; however, per your request to have a different installer complete the repair, we were unable to schedule an additional installer within the timeframe given.
We recognize that your availability is limited, and we are diligently working to accommodate your request for an appointment after 5 PM on 3/17. We also offered alternative dates, including 3/22, which was not suitable for your schedule, and 3/29, which you declined as you preferred an earlier resolution. Other than 3/17, we understand that Saturdays are your only available days, and we are making every effort to coordinate an installer who meets your preferences.
Please know that we stand behind our products and warranties and remain committed to addressing your concerns as quickly as possible. We appreciate your patience as we work toward a solution that best accommodates your needs.
Respectfully,
50Floor
************
Customer Answer
Date: 03/14/2025
Complaint: 23046160
I am rejecting this response because one it is not accurate. I gave additional dates and you wanted to send me the same installer that did not fix the problems on his second time out and spoke no English! You had a customer using a translation app to try to get the job right and he still could not do the job. You can not ask a customer to continue to try to communicate with someone that does not speak English had I know this was going to be the service I was going to have I would have never bought the floor but that was all hidden from me until he arrived. I am now asking since it appears this is the only installer you have to have my money refunded and you can have this nonfunctional floor back. This floor has caused me an injury to my right heel and asking me to continue with a dysfunctional floor for 2 months is inadequate please follow your warranty. Please do not continue to try BBB that you have appts available or my floor would have been fixed on 3/15/25. For as much as I have paid you should have someone out here any time I am available.
Sincerely,
**** ********Business Response
Date: 03/18/2025
We see that you are scheduled for service on March 22nd between 7:30-8:30 AM, and we look forward to completing the necessary work. If you have any further questions or concerns, please dont hesitate to reach out.
Respectfully,
50Floor
************
Customer Answer
Date: 03/18/2025
Complaint: 23046160
I am rejecting this response because: they have canceled there appointments in the past numerous times at the last minute so I have no faith they will show up and actually send someone that speaks English. If they fail on this appointment I am requesting a full refund and they can have their faulty floor back. I can not and will not keep making appointments for them to cancel and for me to be inconvenienced. I am a working person as well.
Sincerely,
**** ********Initial Complaint
Date:03/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Faulty material flooring buckling and coming apart notified company inspector state floor was faulty and verified complaint. Company rep ******* stated company not responsible would not replace.Business Response
Date: 03/06/2025
Thank you for bringing this matter to our attention. After speaking directly with Mr. ********** we have determined that this complaint is not related to 50 Floor but rather pertains to another flooring company. We kindly request that this complaint be removed from our record, as we did not provide services to Mr. ******************* appreciate your understanding and attention to this matter.
50Floor
************
Initial Complaint
Date:02/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
1/31 we met with a sales **** paid a down payment, on Monday 2/3 the installation started. Our neighbor gave us a gift card for $300 of a friend or relative making a purchase. She gave it to us on Monday. We called the sales *** and he didnt know anything about it and asked that we send a picture. He then told us to contact the office. They said the person that would take care of it on the conclusion of the floors. This person was the installer and knew nothing of it. **************** got involved and said it would not be honored because it wasnt presented on purchase. I was contacted by ******* guaranteed me hed do what he could and get back to me either way and that was over two weeks ago and I have not heard a word. We were happy with the floors but very disappointed in this as they should have credited our account and the friend that gave us the gift card should have received $50. The fact that a company this size wouldnt have informed their employees of this before using it was very disappointing. The company did nothing to follow up and make this right. The gift card was presented before the job was done and completely paid for. If they dont want to honor this promotion they should not offered it. I find that deceiving. Thank you for your help in advance.Business Response
Date: 02/24/2025
We sincerely apologize for the frustration and inconvenience this situation has caused. We appreciate you bringing this to our attention, and we want to ensure we address your concerns appropriately.
To verify the gift card, we kindly ask that you send a clear copy of both the front and back within the response of this complaint. Once received, we will review the details and follow up with you as soon as possible.
We truly value your business and are pleased to hear that youre happy with your floors. Our goal is always to provide a positive experience from start to finish, and we appreciate the opportunity to resolve this matter.
Thank you for your patience, and we look forward to assisting you further.
Respectfully,
50Floor
************
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