Complaintsfor50 Floor

Floor Installation

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Initial Complaint
08/03/2024
Complaint Type:
Customer Service Issues
Status:
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.
April 2024. Had a 40' x 25' flooring installed. EVP recommended and guaranteed by sales person. In July, the flooring is buckling/bulging near stairway and railing. Have had several emails, phone conversations and texts with customer service representatives and HQ managment. No visit has been scheduled to observe and assess the problem
Business response
08/05/2024
We have reviewed the complaint from ************** regarding the buckling and bulging of the flooring installed in April 2024. We apologize for any inconvenience and frustration this issue has caused.
We are pleased to inform you that we have been in direct communication with ************** and have scheduled an assessment appointment for early next week. Our team will visit the property to thoroughly observe and assess the problem to ensure a prompt and effective resolution.
We are committed to addressing these concerns and appreciate the opportunity to rectify this situation.
Respectfully,
50Floor
Customer response
08/06/2024
This is a false statement. "have scheduled an assessment appointment for early next week". A phone call was received. *********** provided no scheduled date or time for the assessment. There have been a number of statements by the company regarding what they would do. However, nothing has been done.
Initial Complaint
07/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On July 6 2024 The installers arrived four hours late to install my carpet. I was not contacted by 50 floors that there were a delay. I have received the worst customer service ever from this company. People , please do the research find a better company. My carpet is popping up in some corners,it was cut too short and a damage.Some of my wires. I had appointment for today between 8 and 12 .No one has called and no one has showed up to do the repairs. **************** Continues lie and give me the run around about doing the repair. I wouldn't recommend this 50 floors to anyone.. I just contacted customer service again this morning.Saturday July 20th. No one is in the office or returning my calls . The worst customer service experience ever. Again no one has showed
Business response
07/22/2024
We sincerely apologize for the inconvenience and frustration you have experienced with our service. We regret that the installers arrived late on July 6, 2024, and that you were not notified of the delay. We understand the importance of timely and effective communication and apologize for falling short of your expectations.
We are also very sorry to hear about the issues with your carpet installation, including the carpet popping up in some corners, being cut too short, and the damage to your wires. We take full responsibility for these errors and are committed to resolving them promptly.
Our team is scheduled to arrive today to correct the issues. We apologize for the lack of communication regarding your appointment this morning and assure you that we are addressing this internally to improve our customer service.
Once again, we deeply apologize for the inconvenience. We value your feedback and will use it to ensure such issues do not happen again in the future.
Thank you for bringing this to our attention.
50Floor
Customer response
07/22/2024

Complaint: 22018571

I am rejecting this response because: the installers destroyed my system cutting the wiring all around and to complete the carpet and wiring repairs I have schedule another appointment. This is the Result of poor cuservice
Sincerely,
L Glass
Business response
07/24/2024
We understand your concerns and are committed to resolving this issue to your satisfaction. Our intention was never to cause such a disruption, and we deeply regret that our actions led to this situation.
Our records indicate you have spoken with a member of our customer care team. We have requested Ms. ***** to hire a contractor to address the cable issues with the sound system. Once the wiring repairs are completed, we will be more than happy to promptly return and finish the necessary carpet repairs.
We value your business and are dedicated to ensuring that all our customers receive the highest level of service. Please contact us directly at ************ to schedule a convenient time for the carpet repairs once the wiring system has been addressed.
Thank you for your patience and understanding as we work to make this right.
Respectfully,
50Floor
Initial Complaint
07/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Paid for flooring in early May. Floors were done improperly and incomplete. Company had been out multiple times and still had yet to fix or complete the job. Was lied to about installation and company policies as well as put on a plan we specifically did not want for payment. It has been almost 3 months of this and 50 floors has not reached back out to be in 2 1/2 weeks.
Business response
07/23/2024
We apologize for any inconvenience you have experienced. As of July 22, a member of our national experience team, ****, left you a voicemail to discuss your concerns. We are committed to addressing and resolving any issues you may have encountered. Please feel free to reach out to **** directly at ************ at your earliest convenience.
Thank you for bringing this to our attention. We look forward to speaking with you and finding a satisfactory resolution.
50Floor
Initial Complaint
06/29/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On August 30, 2023, I purchased flooring and had it financed with ***** Fargo. My contract amount that I signed showed a receipt for $3684.00. The total amount that was financed was $3985.50. I contacted 50th floor several times during the past year to ask where the additional $301.50 came from. They have not provided me with a contract that I signed in the amount of $3985.50 that was financed though ***** Fargo. Please provide the signed document stating that the amount was changed to $3985.50 or return my $301.50. **********************
Business response
07/01/2024
Thank you for bringing this matter to our attention. We understand your concern regarding the discrepancy in the amount financed for your flooring purchase.
Upon reviewing your account, we can confirm that your contract, initially signed on August 30, 2023, for the amount of $3684.00. An addendum was on signed on September 15, 2023, for $301.50, which adjusted the total amount due to $3985.50. This change was reflected in the receipt processed by ***** Fargo on October 2, 2023.
We apologize for any confusion caused and want to ensure transparency. We will promptly send you a copy of the updated contract and addendum to the email address provided.
If you have any further questions or require additional clarification, please feel free to contact us directly at ************.
Respectfully,
50Floor
Customer response
07/01/2024

Complaint: 21921808

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

Sincerely,

*****************************
Business response
07/01/2024
The signed paperwork was provided in our original response along with an email sent directly to the email provided.
Respectfully,
50Floor
Customer response
07/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We had 50 floor install flooring (02.01.20, 02.02.20 & aprox 3 weeks later at the end of Feb.) in our kitchen, dining room, laundry room, hallway, **************** Everywhere that 50 floor installed vinyl plank flooring has popped up, cracked, pealed, etc. We were told by another installer that the floors were installed too tightly, leading to the issue. We had this work done 1 month prior to Covid hitting. We notified the salesperson on 10.04.20 & 01.04.21 of the issues but no response. We notified the installers via text on 01.23.21. 03.20.21 emailed sales person and CC: 50 Floor email address off of local website. No responses. 11.01.21 Reached out to 50 floor direct emaill. No response. 11.19.21 called and had to leave a message. On 11.22.21 received a phone call & email response requesting pictures of our floors. Sent them over same day again. 11.23.21 Received a phone call telling us we are outside the 1 year warranty period which would have been 02.02.21. They said the lifetime warranty was only on the material not the installation. They allowed no extra time for the Covid shut down. I reached out ***************************************************** to give us the free installation special they were offering. I got no response. I filed a claim with the *** & local TV ********************************* called asking how to fix this. We told them we wanted our floors replaced & installed because they were not installed correctly before and we paid them for them. We were not paying them again. They assured us they would take care of it and apologized and then have not followed up or sent over their Corporate contact information they promissed during the phone call on 06.20.24.
Business response
06/26/2024
Thank you for sharing your detailed feedback regarding your recent experience with our flooring installation services. We sincerely apologize for the inconvenience and frustration you have experienced.
We understand that *******, a member of our customer service team within your local market has left a voicemail to schedule an assessment. At your earliest convenience, please return her call at ************ to set a day and time that works best for you.
Thank you for bringing this to our attention. We look forward to resolving this issue promptly.
Respectfully,
50Floor
Initial Complaint
06/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I paid $6700 for floors to be installed in my home. They were weeks late installing because the flooring was shipped to a warehouse in ******* when we live in *******. The salesman told us they would just seal our tile so it was level to put down our vinyl flooring, and they did so. These floors come with a 25 year water proof and damage warranty. 2 months after install, the floors are uneven, have water damage and moving under our feet. I've been calling for 5 months to get someone to come fix the damages and no one has even called me back. I've left more messages than I can count! PLEASE DO NOT USE THIS COMPANY FOR ANY OF YOUR FLOORING NEEDS!!!!
Business response
06/17/2024
Thank you for bringing this to our attention and for your patience. We sincerely apologize for the inconvenience and frustration you have experienced with your flooring installation.
We see you are currently working diligently with our national experience manager to come to a resolution that addresses your concerns and meets both parties' needs. Your feedback is crucial to us, and we are committed to resolving this matter promptly.
Respectfully,
50Floor
Initial Complaint
05/20/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Back in ***************************************** my bedroom I keep seeing flaw after flaw. Here is the list of things. 1-you can clearly see the seems 2- bed frame supports are all broken bed is sagging now. Bed was not removed from room when they installed carpet just slid it around causing the supports to break. 3- fraying on the edges where carpet meets other flooring. 4- sloppy cuts around floor vents 5-new added tack strips in closet will stab your feet. Spikes too long.6-Base boards barely cover the sloppy cuts on the wall.Now i am noticing where these seems are the carpet is buckling causing wrinkles in the carpet in multiple spots. Nothing was done about the carpet after the install back in 21. Its getting worse as the days go by. I would like new carpet or some sort of refund.
Business response
05/22/2024
It appears you have previously discussed this issue with a member of our customer care team, who offered to schedule an appointment for a billable repair.
Our records show that the installation was completed on November 6th, 2021, which means the one-year installation warranty expired on November 6th, 2022. 50 Floor is happy to conduct an assessment at no cost; however, any subsequent repairs will be charged at a discounted labor rate.
Please review the details of your one-year 50 Floor flooring warranty:
Gold Star One-Year Installation Warranty 50 Floor guarantees the quality of workmanship to be professional and in accordance with standards set by the flooring industry. Should further installation service related to the original installation of your flooring be required, 50 Floor will provide that service at no cost to you for the first year of your floor.
This warranty is valid only for original owner-occupied residential installations performed by a 50 Floor authorized independent contractor. It will be invalidated if the flooring condition is due to improper maintenance or cleaning, abuse, excessive moisture, vandalism, or alteration.
Respectfully,
50Floor
Initial Complaint
05/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Initial flooring install 8/14/23 of *** flooring the floors were making clicking sounds everywhere. The installer told us that the headlocks were bad and the flooring was defective but ******* the ** told us it was the underpayment that we were hearing, he then ordered more of the same *** flooring and when the installers came to glue the floors down this time they told us that it would cost $2000 more dollars in addition to the $10,865 that we had already paid to remove the existing tiles on our floors. Immediately after the *** was glued down before the installers left our home the planks were coming apart, completely separating from the padding which was glued to the floor. ******* ordered laminate flooring and told us that was an upgrade from what they had previously installed. The installer came back to our home and installed laminate flooring which is what we currently have now and the floors are making crunching and clicking sounds everywhere. The flooring instructions on the packaging say that the flooring should be acclimated to the home in the packaging for a few days prior to installing them. The acclimation process was never done prior to any of the flooring that has be put in our home. Our floors are extremely loud to walk on with crunching and clicking sounds almost everywhere we walk. This issue will devalue our home by a very large amount if not resolved. We have asked for a refund several times. We would like our money back so that we can have these floors removed and new flooring installed by a different flooring company. ******* the ** has been dismissive to us regarding our concerns. He will no longer accept or return any of our calls and sent us a text message (which I will attach to this complaint) telling us to not respond to his message and that he will not do anything more to correct the flooring issues and gave us an email address to customer service. I have sent ******* the same video I am attaching to this complaint showing the issues.
Business response
05/22/2024
Per the manufacturer's specifications, our flooring does not require acclimation when housed in a climate-controlled setting, which our warehouse meets.
In line with your one-year installation warranty, 50 Floor will gladly repair any installation errors at no cost within one year from the installation date. However, after reviewing your concerns, a refund or replacement is not warranted. Movement and sound are normal characteristics of a floating floor and not considered defects. Seasonal movement due to temperature changes is typical for all floating floors.
If you choose to have an inspection by a third party, it must be conducted by a certified flooring inspector. We will review their findings and consider a resolution based on the report. Please note that the cost of hiring the inspector will be your responsibility.
Respectfully,
50Floor
Customer response
05/23/2024

Complaint: 21726321

I am rejecting this response because:
There is something wrong with our floors whether they are defective or were not installed correctly. The sounds that our floors are making are not the typical sounds of a floating floor. We would like to have someone from 50 Floor to come out and evaluate our flooring and the issues that we are having. Preferably not your general manager ******* who seems to have taken the issues that we are having with our floors personally and is unable to treat us in a professional manner. He has told us to not contact him anymore (I have attached a video screenshot of his response to the video showing what is happening with our floors). Please see letter attached from a reputable flooring company who we have contacted to provide his professional opinion regarding the issues that we are currently experiencing with our laminate floors. We are absolutely not satisfied with our flooring that is either defective or incorrectly installed, the damages our home has sustained during the install and the horrible way that we have been treated as costumers by 50 Floor.
We have a video available of the current issues and noises that our floors are making available upon request. I am unable to upload any videos.

Sincerely,

*************************
Business response
06/04/2024
We wish to remind that a complete replacement of the upgraded flooring material has already been provided as a courtesy, free of charge, for this same issue. We reassert that movement and sound are inherent characteristics of floating floors and are not deemed defects. Seasonal shifts due to temperature fluctuations are common in all floating floors; thus, further replacement or refund is not justified based on the sound and movement of a floating floor.

Our position does not allow for a different resolution based on the opinion of another flooring company; however, we are open to examining a certified flooring inspection report and may consider a resolution contingent on the report's conclusions.

Respectfully,
50Floor

Customer response
06/06/2024

Complaint: 21726321

I am rejecting this response because: We would like someone from 50 Floor come and inspect the flooring because we are certain that there is something wrong. At the very least someone from 50 Floor could reach out to us so that we can send them a video of the issues that we are having. A certified flooring inspection could cost us thousands of dollars that we will not be reimbursed for even when they confirm that there is an issue. My email address is ************************************.

Sincerely,

*************************
Initial Complaint
05/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
April 2023 we contracted with 50 Floors to install engineered hardwood floors. We had problems with original installation so in February 2024 they agreed to reinstalled the same flooring. Since February 24, 2024 I've been trying to 1st get them to properly repair/ fix scratches in floors and glue spots throughout the 1800 sq ft install.Throughout this entire ordeal there have been 4 different installation companies here from 50 Floors to either install or repair, replace and/or clean glue from floors. 2nd get our money refunded.I have now requested a refund from 50 Floors and they have stopped communicating with me.The installer filed a claim with their insurance and I received $10,000 from the insurance company. I'm still wanting the return of the remaining $15,222.50 Floors has admitted that the glue will not come up. The installation contractor has tried multiple times to to clean the floors and the spots remain the same.The floors have scratches, spots of glue, residue, chips, indentations from tools used to fix flooring, glue come through seams between flooring boards. Missing and shoddy install of half round molding, leveling agent on baseboards and my new front door. Damaged dining chairs. Damaged king size bed.I have been trying to resolve this issue and have multiple texts messages that document everything that had happened since the February 24th installation and repairs. I can provide to you.I have documentation and pictures but too large to load.
Business response
05/14/2024
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration experienced regarding your flooring installation.
We understand the importance of resolving these concerns promptly and effectively; therefore, 50 Floor has committed to offering a full replacement to our client, without any additional cost. We recognize that you are already in communication with our national customer service manager and are actively working to fulfill the further requests made by ********** in order to move forward.
Respectfully,
50Floor

Customer response
05/14/2024

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.
I have a list of things that must happen before I will allow them to reinstall the flooring for the 3rd time. If these things are not met or the installation goes wrong again, I have requested a FULL refund.
Sincerely,

*******************
Initial Complaint
05/06/2024
Complaint Type:
Order Issues
Status:
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.
April 9th, *********************** responded to a bad customer review of ********************************************** ******* of ******** that I submitted on the Better Business website, he promised me a resolution of my complaint when I returned his call on April 10th, 2024. He asked very detailed questions of what transpired.I mentioned that I was told my price would be ***** instead I paid ********. I was told the *****.00 would cover any hidden problems that would found . I felt that it was a switch and bait I paid it to their contractor, I really felt I should have paid a 50 Floor employees since I was told it would be employees doing the work, but that was not true either. He promised a resolution of ******* which was over the *****.00 quoted.I have not heard from **************. I called 5/ 1/24 no return call. I use this ******* because of the ** advertisement.
Business response
05/10/2024
Thank you for bringing this matter to our attention and for taking the time to share your experience. We sincerely apologize for the accounting and communication errors that occurred during your interaction with 50 Floor flooring company. Ensuring a seamless and transparent process for our customers is paramount to us, and we regret that we fell short of your expectations in this instance.
We appreciate your patience as we worked to address your concerns. After thorough review, we have identified the discrepancies in pricing and service promised versus what was delivered, and we understand your frustration. Rest assured; we are taking steps to rectify this situation promptly.
As promised, we will be issuing a refund of $1,300 to you to compensate for the discrepancies in the quoted price and the actual amount paid. Please expect to receive further communication from us regarding the refund process within the next five business days.
We understand the importance of timely follow-up and are committed to improving our communication channels to ensure that such instances are minimized in the future.
Your feedback is invaluable to us, and we are grateful for the opportunity to address your concerns and regain your trust. Should you have any further questions or require assistance, please do not hesitate to contact us directly at ************.
Once again, we apologize for any inconvenience caused and thank you for your understanding.
Respectfully,
50Floor

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