Complaintsfor50 Floor

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  0n 9/14/2022, 50 Floors's subcontractors came to install our vinyl plank flooring. After removing the existing plank laminate flooring, they dId NOT level or repair subfloor that they were supposed to do. Instead we were told because it was a doublewide mobile home the only way to level the seam running down the middle where the two sides join together was to grind down the steel beam underneath. I also pointed out the several areas in kitchen and living room that had been repaired before that needed to be leveled before the new flooring was installed. There were also several areas that squeaked that were to be fixed. They went ahead and installed the new vinyl plank flooring without doing anything to fix these issues. On the Certificate of Completeion I did not circle the answer as to whether or not I was satisfied with the installation. Most of the installers did not understand English and ignored my request to fix the problems.I contacted 50 Floors on 9/20/2024 to file a warranty claim as the product has failed. It is cracking in the areas that were not level and it dips down. Also the ends of several planks are peeling off. As others have reported, 50 Floors, blames everything one water. This certainly is not my issue. I was told because there is only a 1 year warranty on the installation that it would cost me over $1600 plus repair of the subfloor (should have been done initially). I have asked to have the product only replaced since it has a lifetime warranty. Another claim has been filed with their vendor. Once I receive the product I will have to hire someone who knows how to install flooring correctly. I DO NOT RECOMMEND 50 Floors as they do not train or vett their 3rd party contractors on vinyl plank flooring installation in mobile homes.

  

  Business response

  10/22/2024

  Thank you for taking the time to share your concerns. We apologize for the inconvenience youve experienced with your installation and understand how frustrating this situation must be. While the one-year installation warranty did expire on 9/15/2023, we have submitted a claim as of 10/22/2024 to the vendor concerning the product itself. As you mentioned issues with cracking and peeling planks, we will work through the claims process to address the product concerns.

  It may take between 30 to 90 days to process the claim. Unfortunately, this timeframe is beyond our control, but we are committed to keeping you updated with any new developments along the way.

  Regarding the subfloor issues you mentioned, our installation crew follows the manufacturer's guidelines for leveling and subfloor preparation. Please rest assured that we take the vetting of our installation teams seriously. We work closely with each team to ensure high standards of installation are maintained across various home types, including mobile homes.

  Thank you again for your patience as we work through the claims process. If you have any further questions or need additional clarification, please do not hesitate to reach out at ************.

  Respectfully,

  50Floor

  Customer response

  10/22/2024

   
  Complaint: 22453610
  
  I am rejecting this response because:
  As the attached picture shows the subfloor was repaired prior to the original laminate flooring being installed years before.  There were at least 3 to 4 of this type of repair and none were leveled by the subcontracted installers prior to installing the new vinyl plank.  As stated previously,  the seam where the two sections join together was not leveled either.  Given the flexibility of the vinyl product, I would like to know what the  product manufacturers installation guidelines say about floor prep before installation. 
  Sincerely,
  
  ***** *******

  

  Business response

  10/30/2024

  Thank you for your response.

  As the installation warranty expired on 9/15/2023, our ability to provide corrective measures directly is limited. However, in our commitment to your satisfaction, we invite you to seek a certified third-party flooring inspection. Should the independent inspectors report indicate any findings related to the installation or product that would fall under manufacturer guidance, we are happy to review the report and take it into further consideration.

  We appreciate your understanding and cooperation. For any questions, feel free to contact us directly at ************.

  Customer response

  11/04/2024

   
  Complaint: 22453610
  
  I am rejecting this response and will move forward with obtaining my own certified flooring inspection.  Results will be forthcoming. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The date of the work around December 18 2023 we had 50 floors to install some laminated floors though out our home the cost of the flooring was ******** the floors are lifting the floor around the stove is squeaking the sub floor is very weak. They sent someone out here to repair only one part of the floor they did not fix the problem. I have called so many times and no one is helping. Very frustrated at this point..

  

  Business response

  10/17/2024

  Thank you for bringing your concerns to our attention. We're sorry to hear about the issues you've experienced with your flooring installation. Our records indicate that you have spoken with your local market and scheduled a repair for October 22nd. We appreciate your patience as we work to resolve this matter.

  It's important to us that you are completely satisfied with your flooring, and we understand how frustrating this situation has been for you. Please know that we are committed to addressing your concerns thoroughly.

  If you have any additional concerns or need further assistance, please don't hesitate to reach out directly at ************. Your satisfaction is our priority, and we're here to help you every step of the way.

  Thank you for your understanding.

  50Floor

  Customer response

  10/23/2024

   
  Complaint: 22433972
  
  I am rejecting this response because: 50 floors set a appointment for October 22nd time 8:00 I called **** the ** and ***** around 7:15 am to verify we was still on no one answer no one called back I waited until 9:15 I go outside to go to work 2 worker showed up I called **** to inform him that I had to go to work the same thing I discussed with him the day we made the appointment if the workers would have showed up on time I could have waited until at 10:30 this would have gave them 2 hours to work.This situation is very mental and emotional stressful 
  Sincerely,
  
  ******* And ***** ****

  

  Business response

  10/25/2024

  Thank you for your patience and for sharing your experience with us. We apologize for the frustration caused by the delay and lack of communication on October 22nd, and we understand how this impacted your schedule and added stress.

  We want to assure you that we take your concerns seriously. Our team has now rescheduled your appointment for October 26th, and we are committed to ensuring everything goes smoothly. Our goal is to complete your project in a way that meets your expectations and respects your time.

  You can always reach out directly to our team if you have any additional questions or concerns at ************.

  Respectfully,

  50Floor

  Customer response

  10/26/2024

   
  Complaint: 22433972
  
  I am rejecting this response because:
  Came out with the same 3 boxes of flooring from my understanding from the 2 contractor that 50 floors sent out they will need at least 12 boxes of flooring to fix the floors they will need to cut around the whole bar area  then pull the floors up around the stove area. They didn't have no ply wood. I want the floor fix not patch. 
  Sincerely,
  
  ******* And ***** ****

  

  Business response

  11/04/2024

  Thank you for your feedback, and we apologize for the frustration this situation has caused. I want to assure you that we have ordered additional flooring material to address your concerns properly. Once the material arrives at our warehouse, we will contact you to schedule a time for the necessary repairs.

  We appreciate your patience and understanding as we work to resolve this matter. If you have any further questions or need assistance in the meantime, please dont hesitate to reach out at ************.

  50Floor

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer purchased laminate flooring in ****************************** so the floor has been falling apart. The consumer contacted the company&#***;to file a claim on 9/25/24. They asked for pictures which the consumer provided. They were told the pictures were sent to the manufacturer and the claim was denied, they said it was defective flooring. They were told they would provide replacement flooring for the consumer&#***;to install but the amount of flooring they are offering will not cover the floor they need to pull up. They would not offer additional flooring.

  

  Business response

  10/22/2024

  Hi Valued Client,
     Thank you for bringing your concerns to our attention. We apologize for any inconvenience you have experienced with your flooring and appreciate the opportunity to respond to your claim.

  We understand that you filed a claim on 9/25/2024 regarding the issues with your laminate flooring. Upon reviewing the pictures, you provided; we submitted the information to the manufacturer. Unfortunately, the claim was denied due to site conditions causing the damage, rather than a product defect. This determination was made based on the manufacturers evaluation. Additionally, we want to note that the one-year installation warranty expired on 3/15/2022, and the installation was completed in good standing on 3/15/2021.

  While the claim was denied, we are still committed to assisting you. We have offered to ship four cartons of material at no cost to help address the areas of concern. We also provided an option for a full replacement with upgraded material at cost, should you choose to move forward with that solution.

  If you would like to further pursue this matter, you have the option of hiring an independent certified flooring inspector through the National Wood Flooring Association (****). If an inspection report identifies any product-related defects, we would be happy to reopen the claim and review the findings. However, please note that any site damage will void the warranty.

  We are here to assist in any way we can and hope to find a resolution that works for you. If you have any questions or need further clarification, please feel free to reach out at ************. 

  50Floor

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been waiting for a refund of $1,100.00 for over three months. I have called several times. I have spoken to the manager twice. I eventually called the regional. He looked in to it. He assured me that I would receive my refund in two weeks. That two weeks was over a month ago. I call and left the regional manager a voice massage on September 26, 2024 that I was still waiting on my refund. I received a phone call that same morning from the store Manager ****. He basely apologized and said my check was sitting on someones desk and it never got mail out. he assured me that I would see it by the offing Wednesday which would have been the 2nd of October. I have have been very patient. My patients is wearing thin! At this point I feel like I'm having to beg for my money. Money that they had no problem receiving from my bank in three days. I'm seeking help from the BBB in this matter. Sincerely, La **** *****

  

  Business response

  10/14/2024

  We sincerely apologize for the delay in processing your refund and for any frustration this has caused. We understand your concerns and regret the inconvenience.

  We wanted to inform you that the refund check has been mailed, and we ask that you allow up to ten business days for delivery. This timeframe means the check should be received by Tuesday, October 15th, 2024. If you do not receive the check by this date, please let us know, and we will promptly issue a new check and arrange for FedEx delivery to ensure you receive it without further delay.

  Again, we appreciate your patience, and we are committed to resolving this matter swiftly. If you have any further questions or concerns, please don't hesitate to reach out.

  50Floor

  877-503-5667

  Customer response

  10/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22405185, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Lacole Brown

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vinyl floor was put into our home in November 2023 that floor is now buckling and coming up; we have had the installer back out who said it was moisture that caused the issue. This may be the case but I don't believe so. Another thing mentioned was there was no moisture barrier put down in the crawl space this was not mentioned by the sales person. I feel that this sale and installation was mishandle and that it is not fair that 50 Floors would walk away from a botched job with no answers. I am currently trying to sell my house and this is a big barrier to that being accomplished.

  

  Business response

  10/10/2024

  Thank you for sharing your concerns with us. We understand how frustrating this situation must be, especially as you're in the process of selling your home. We sincerely apologize for any inconvenience this has caused and want to work with you to resolve the issue.

  Our installation management team, Gary left you a voicemail on 10/08 to schedule an in-home assessment to review the flooring and determine the next steps. Please reach out to him at your earliest convenience at 407-467-0217 so we can move forward with addressing your concerns.

  We appreciate your patience, and we’re committed to ensuring this matter is resolved appropriately. We look forward to hearing from you soon.

  50Floor

  877-503-5667

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my floor for about $8000 back in 2021. The flooring originally within 6 months had 2 issues with installation in which they fixed the associated boards. Recently. SEPTEMBER 25TH, 2024, i contacted them to attempt to get warped floorboards beneath my computer desk repaired in which I estimate would be about 8 planks worth of replacement. They refused. As far as I see, they have a 15year limited warranty that should cover this problem. first problem being, there is a gap more than their 3mm present, 2nd problem being the flooring has warped. They are attempting to say it's water damage, and are attempting to blame water leaking in from a window on the problem. My windows are 4 years old, and outdate the flooring installation. They are brand new and are not leaking. I would appreciate assistance in this matter getting resolved. Upon resolution, i will rescind my low review based on this issue, and replace it with an appropriate 5 star review based on the performance i've gotten.

  

  Business response

  09/30/2024

  Thank you for sharing your concerns regarding your flooring installation and the recent issues you've encountered. We sincerely apologize for the inconvenience you've experienced.

  Our records indicate that you are currently working with our National Experience Team to resolve this matter. We understand how important it is to have your flooring in good condition, and we appreciate your patience as we work through this process.

  We want to assure you that we are committed to finding a satisfactory resolution for you.

  Thank you for your understanding, and we look forward to resolving this issue for you.

  Respectfully,

  50Floor

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased Vinyl flooring with a 20-year product warranty. The panels are curling up on the edges and the ends causing bad appearance and having chairs getting stuck on the edges.We began trying to get this resolved in Feb 2024. After a number of their employees, ***** and ****, supposedly trying to help, i was given the regional manager information, *** ****, in ***** area. He stated that neither of his employees did anything and they in effect lied to us. Mr. **** stated he would get with the manufacture on July 16 and get back to me. on July 24 I asked for a follow-up. Surprisingly he stated that he just heard from the manufacture. I have not heard anything since then and followed up twice, August 23 and again this morning without any response.

  

  Business response

  09/30/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you have experienced regarding your vinyl flooring and the communication issues youve encountered.

  Please be assured that your complaint has been forwarded to our local market for an update. We are currently working with the vendor concerning your open claim and will reach out to you as soon as we have more information.

  We appreciate your patience and understanding as we work to resolve this matter. Your satisfaction is important to us, and we are committed to finding a solution.

  Thank you for your understanding.

  50Floor

  Customer response

  09/30/2024

   
  Complaint: 22335182
  
  I am rejecting this response because:

  This is the same response we received from *****, **** and *** **** of 50 Floors.  We continue to hear how apologetic they are but nothing happens.  This has been ongoing for over 6 months, and we have been more than patient.
  
  Sincerely,
  
  **** ******

  

  Business response

  10/03/2024

  Thank you for your patience throughout this process, and we apologize for the frustration you have experienced. We understand your concerns and are actively working with our vendor to expedite the hiring of a third-party inspector for a full assessment of your flooring.
  
  While the timeline for this process is beyond our control, we are committed to keeping you informed and will ensure you receive a call to schedule the inspection as soon as it is confirmed. Your satisfaction is important to us, and we appreciate your continued understanding as we work to resolve this matter.

  50Floor

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

  Customer response

  10/03/2024

   
  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 accept this providing the inspection is performed by the end of October.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** ******** **************************************************************************** Email: ********************** Phone: ************** **Re: Damage Claim Against 50 Floor**Dear *********** am filing a complaint against 50 Floor for negligence that resulted in damage to my HV** system during a vinyl flooring installation at my home on July 30, 2024. Despite my turning off the central air conditioning to prevent dust from the removal of ceramic tiles from entering the system, I returned to find the ** turned back on by the installation crew. This unauthorized action caused the air filter to become clogged with tile fragments, subsequently damaging the ** blower and rendering it nonfunctional. The necessary replacement cost me $575.I seek full reimbursement for the repair costs due to the crew's oversight. Attached are the repair bill and photos of the damaged unit. I appreciate the BBB's assistance in resolving this issue.Thank you for your attention.Sincerely,***** ********

  

  Business response

  09/30/2024

  Thank you for bringing this matter to our attention. A representative from our National Experience Team, ****, has left you a voicemail and is available to discuss your concerns further. You may reach him directly at ************ at your convenience.

  We are happy to offer a refund for the air conditioning repair, pending receipt of the invoice and confirmation that 50 Floors installation was the direct cause of the issue. To assist with the complaint, we have attached photos from the installation, which show that our installers took the precaution of putting up plastic barriers in the doorways during the installation process.

  Please note that the installation was completed on July 30th, and a subsequent repair was performed on September 13th. The air conditioning issue was not mentioned until recently; however, we are fully committed to working with you to resolve this matter.

  Please provide the requested invoice so we can move forward, and rest assured, we are committed to resolving this matter.

  50Floor

  Customer response

  09/30/2024

   
  Complaint: 22332362
  
  I am rejecting this response because:

  To clarify, the workers turned on the air without our permission, and when we returned home, the ** unit was not covered during installation. Paid invoices have been emailed to your company at ********************************* but they bounced, and I will need full reimbursement. I look forward to resolving this matter. Best, ***** ********
  

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

  

  Business response

  10/03/2024

  Thank you for your response and for clarifying your concerns regarding the **** issue following the installation on July 30, 2024. We appreciate your patience as we work through this matter.

  After thoroughly reviewing the details of your complaint, including discussions with our seasoned installer and the signed Certificate of Completion (COC), we must respectfully decline to offer any compensation. Our installer confirms that the air conditioning was not turned back on during or after the installation process, and no mention of any AC issues was made until now. A copy of the signed *** has been provided with the complaint for your records. 

  We understand that you believe this situation has resulted from our installation, but based on the evidence we have, including the precautions taken during the installation, we do not find any negligence on our part.

  We value your feedback and appreciate the opportunity to address your concerns.
  

  Respectfully,

  50Floor

  Customer response

  10/03/2024

   
  Complaint: 22332362
  
  I am rejecting this response because:

  The ** unit was not wrapped because it sits outside the home. The ** return opening is in the work area (see attached picture) and fully exposed to debris, which consequently damaged the blower fan. The pictures you provided only show plastic covering the doorways and do not address the issue at hand. They are a blatant diversion from the facts.

  Most notably, your technicians turned on our ** unit which we had shut off as to protect the system. The homeowner has years of experience in the HV** field and knows the unit must be turned off to protect the system so that debris do not get pulled into the ** return. 

  I hope we can find a resolution to this matter.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid for services and product was not provided and or services completed. Refused to provide adequate contact information to resolve the issue. Have not refunded money for services they did not complete to meet the contract agreed upon and signed.

  

  Business response

  09/23/2024

  Thank you for bringing this matter to our attention. According to our records, you have been in contact with your local market, and we understand that your installation has been scheduled for Wednesday, September 25th. Were committed to ensuring that your installation is completed as planned and that everything meets your expectations.

  If you have any further questions or concerns before the scheduled installation, please dont hesitate to reach out at ************. We appreciate your patience and look forward to completing your project.

  50Floor

• Initial Complaint

  09/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Refused to honor contract and warranty. Ruined a $18k installation and stuck me with the repairs

  

  Business response

  09/26/2024

  Thank you for bringing your concerns to our attention. We understand how important it is to address your issues promptly.

  Our National Experience Manager, ****, has reached out and left a voicemail to discuss your concerns in detail. We encourage you to contact him back at ************ at your earliest convenience. **** is committed to ensuring that your experience with us is resolved to your satisfaction.

  We appreciate your patience and look forward to resolving this matter.

  50Floor

  Customer response

  09/30/2024

   
  Complaint: 22316472
  
  I am rejecting this response because:

  there was no resolution 

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

  

  Business response

  10/10/2024

  Thank you for your feedback. Our records indicate that you have been in contact with a member of our national customer service team regarding your request for paperwork. As requested, we have attached copies of both your original contract and the addendum for your reference. Please review the documents at your convenience, and if you have any further questions, please feel free to reach out. We appreciate the opportunity to assist you and thank you for your continued communication.

  50Floor

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

  Customer response

  10/10/2024

   
  Complaint: 22316472
  
  I am rejecting this response because:
  

  I've requested receipts of the repairs done. These were never provided

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

  

  Business response

  10/10/2024

  Can you please provide a little more detailed information as to when the repairs took place so we can further investigate? 

  Customer response

  10/10/2024

   
  Complaint: 22316472
  
  I am rejecting this response because:

  These Repairs were done in September of 2023 due to improper installation  

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

  

  Business response

  10/15/2024

  Thank you for clarifying. According to our system notes, we were onsite in September 2023 to begin the installation. However, the job was temporarily delayed due to the need for a new order of thicker material. Additionally, on 10/10/2023, the project was paused due to high moisture readings, which required time for the flooring to properly dry.

  We returned to the home to complete the installation on 10/15/2023. The Certificate of Completion (COC), which serves as verification and receipt that the installation was finished in good standings, is included in the signed paperwork we have on file for your records.

  50 Floor

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

*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. ↩