Fifty Floor

We opted to use 50 Floors to install carpet in our 3000 Sq ft home. We had storm damage and needed to replace our rug, and our carpet in other home areas had wrinkles.

So why not? 50 Floors is not the cheapest, but they sold us on the brand and quality of the product. They even stated they would work with us on our availability, or so we thought.

The When initial sale was made, it was agreed that we wouthe ld install 2nd floor first while 1st floor was being restored from storm damage and installation of the 1st floor would be scheduled at a later date. This was aggreged and approved by the installation manager even noted on the flooring purchase order.

We were told we are customer service focused. The following week, when the scheduling manager called we were told that this is indeed not possible to accommodate.

When scheduled the 1st day the installation start window was 8-11 AM on November 28th, 2022. At 11:45 AM the installation team showed up. The gentleman showed up with his wife, he stated that they were it.

I raised concerns as we were also told by sales and by the install team that this was a two day install. The installer stated, his crew all called in sick. We were told by the sales agent we were in good hands.

The installer transported our brand new carpet with a disturbing beat up white van and a questionable trailer to our home.

Validation of the carpet type and color was conducted by myself and my wife. There was no tags confirming the color, or even the make and brand of the carpet.

Frustrated by the current hours of prep work for the this installation to take place, the disturbing delivery method, and questionable timing of whats about to happen. Blinded by the sun we assumed color was what we picked. We agreed and the work began, several hours later we noticed the carpet seemed a bit darker and thicker than our initial viewing and sales sample selection. But we decided to proceed forward to just "get the job" done and just accept it.

Day one ran late into the night and only half of the 2nd floor was done, and our children could not use their rooms and we had been staying upstairs as well, as the 1st floor had been stripped of the carpet weeks prior to make storm damage repairs.

We assumed and even asked the installer to do the 1st floor 1st as we felt it would speed the installation, but he stated he wanted to do the harder areas 1st. We asked him to stay a little longer so he could finish the last bedroom to have a place for my daughter to sleep, they accommodated. Finishing sometime around 9:30 PM, note only half of the 2nd floor. I expressed my concerns to the saleswomen throughout the day via text.

Made attempts to call, but never picked up. When the installer and his wife were packing up for the end of day we accommodated them to use our microwave as they had prepared some food as they had not eaten all day. We let them, as they were packing up I noticed and informed the installer his tire on his trailer looked low, he said it would be ok. I warned him of the safety concern and he said it will be ok.

He drove off, only to return shortly with a flat. He knocked on my door asking if he could use my compressor I would gladly assit and filled the tire for him. His last statement was I will come very early to get the job done. I stated I am up at 7AM feel free to start then he said ok.

He also made a statement that 50 Floors wanted to send him to another job the next day.

Day one concerns, we later discovered that our HOA complained of the installers blocking one side of the road the entire day into the night. We were also, in distress learning of our "high quality"," high end carpet" was being measured and cut in the road. We had not know this as we work remotely in the back of the home while they were installing.

Day two, concerned that installer has not shown up by 9 AM. After stating he would be coming at 7 AM as previously stated the night before.

A little after 9 AM we receive a call from the Orlando 50 Floors office that the installer broke down on the highway and cannot come till Thursday. We were insured that they were ok, just no vehicle. I had even offered to pick them up, their tools all still here from the previous day. Not sure what happened to his sick crew's availability or any other crew from 50 floors as we had plans to head out of town on Thursday.

Called the sales rep as expressed in the sales pitch any issues to call her. She never answered the phone when called, I texted several times. She told me to be patient as most of the crews are dispatched to help storm victims. I was like I am one of them as well, I had storm damage as well, hence this carpet install.

We can only assume that 50 Floors indeed dispatched this installer to another job, as they could not accommodate this installer or his wife transportation to this job. I would have gladly picked them up, or even sent them a Uber or cab to come finish the job.

Also on day two, we noted marks on the walls, base boards and noted the quality of the rug was not what was intended. This was supposed to be an upgrade to the builders product line. Even noted from the installer this rug would not last years to come as marketed in the saleswoman's pitch.

Day two asked the Orlando office to update us on any and or all changes in the installation process.

Expressed numerus times on how this was a huge inconvenience to our daily lives and also the upcoming out of town trip.

Day three called Orlando office for an update as no calls at all from them. No change and no one available so I decided to call the corporate office, explained my situation with the Orlando office I was given complete attention by the agent. Explained all that has happened and our current unknow completion date, maybe Thursday but considering the pace and what has been completed to date doesnt look like they would finish on time for our trip and concerned with the finical impact on this as well. The agent ensured the regional manager would call me by 11 AM and see if we can get this situation in a better standing.

The regional manager never called me, but shortly after at 9:30 AM the Orlando office called me to say the installer was available and would be there by 10 AM. By 11 AM had to call the office to see when he would be there. I was greeted with he should be there by now. He showed up around 11:45 AM and began with installation on the 1st floor, he stated it would be faster.

He worked late again finishing the 1st floor and completing the 2nd floor. He asked if he could come Thursday morning to finish the stairs he was tired, it was sometime after 10 they left.

Day four stairs was completed and we left for the trip.

Concerns of the aftermath

One of the bedrooms the screen was removed for some reason and never replaced. Carpet fibers all over the window sill, in the window frame and on the roof. I guess they pushed the old carpet out the window.

Also noted paint chips there as well.

Markings all over the walls in hallway upstairs, staircase walls, Livingroom wall and bedrooms of the entire home.

Baseboards, doorway trims, stairway trims all chipped, scratched and scuffed.

Numerous carpet fibers everywhere all over home, garage, driveway, road and lawn. Still cleaning today.

Scratches on my router on both sides.

Our vacuum smells like the motor is burning up on the new carpet, very difficult to push on new carpet as well.

Two day installation took four days, three over 10 hour days.

Noted two visible seems in high traffic area, Installer even noted this rug was not high quality you will see traffic wear in one year.

Carpet fibers clogged my AC filter twice.

The carpet was cut in the road, who knows what kind of chemicals, pollens, germs, bugs or who knows what was collected in this process.

I also, noticed also somehow my garage flooring was chipped in several places where the carpet was being stored.

Several of our monitors and one of our computers was covered in carpet shavings.

We have now also noticed, when walking upstairs all the downstairs lighting make noise and shake. Concerns on the padding that was used, we are supposed to have the thickest and best padding. We paid extra for it.

In summary, we paid over $13000 after discounts for a high-quality product (we paid more for supposedly the higher brand) stain resistant, limited lifetime warranty, professional installation and first-class customer service.

I feel this was not the case at all and this is my 1st and last purchase with 50 Floor. I am completely dissatisfied with all of thee above and hope no one else has to experience what we have. I feel I will be burdened with repeating this process within the next 1-3 years and let me ensure you I will do my due diligence on whom I use next. I intend to file this complaint as far as it will go and I will gladly share my experience with others as to ensure others do not go through this as well.

Just as if I was had I had an excellent experience. My personal and professional social media contacts will be made aware of 50 Floors discrepancies as well as my fellow Veterans.

We posted a Google review and someone from 50 Floors stated looking into it, That was days ago. My hope is that others will see this and be skeptical before making a purchase with them.

Let me tell you about our experience. When the salesman David came over he assured us that our remodeling of carpet for the stairs, laminate for upstairs bedrooms and tile work in the bathrooms would be completed in one day.

What we had to do was just remove the bed covers and all would be okay. (1st LIE) Well the carpet did not come in at the same time as the other flooring, no big problem we went with it. Well a couple of weeks later they came to do the laminate and tile work and told us it would take 2 days, so we had to use 2 days of our vacation when we were told 1 day. Well they got there and did not have the right molding for the laminate we ordered white a natural color was sent.

They had to bring the right color the next day. well before the started they told us we needed to pay $6000.00 before they could start. We put $3000.00 dollars down and financed the rest when the salesman (David) was here. The installer had to call his boss and talked about 20 minutes, then I had to call the Charolotte location to get things straight, someone had left that part of the paperwork and work began about 1.5 hours after they had arrived.

Once finished it looked good.

Well the carpet for the stairs came in about 2 weeks later. Meredith (Charlotte) called me the following Tuesday and told us we were the first job on Saturday the 22nd of April at around 0800. Well we waited that day and no one showed up at that time. About 30 minutes later Meredith called me and said it was raining hard in Charlotte and they were waiting.

She also asked if we had a garage they could work in as not to get the carpet wet. We told her yes, they could back up all the way under our overhang and the carpet would not get wet. Well we waited until about 0900 she called back and said they were cancelling and would have to reschedule. I asked her about the garage and she told me the carpet might get and mold blah blah and she did not want her guys out in a tornado warning.

(LIE 2) It stop raining about 10 minutes later and the sun shone the rest of the day and since we live north of Charlotte it had stopped in Charlotte. I called back and got no answer, they really cleared out fast. I did leave a mesage but received no returned. She finally called me back on Tuesday and said she had us down for the first job on Saturday April the 29th, because the installer wanted to get done early because of his son's birthday party.

(LIE 3) Well Mike the installation manager called us on Thursday and told us he had us scheduled on that Saturday as the 2nd job and the installers would be there about 0900. (LIE 4} Well at 0930 I called the installer and was told by him they gave them a big job 1st and he would be there around 12 noon. I called the Charlotte location and complained about the lack of communication and customer service told me they had spoken with the General Manager and he would have the Installation Manager call me shortly. (LIE 5).

No one arrive at 12 noon so at 1220 i called the installer back and he told me it would be about 3pm. I called the store and again got the same story. (LIE 6) No one was there at 3pm. Called installer again and was told 6pm.

Called the store again same story. (LIE 7) No one at 6pm so I called the installer at 6:45 and said listen just tell me the truth are you coming, he said he was on his way. They finally got here at 7:30 pm and finished at 9:pm. They did a good job.

I am not blaming the installers, I am blaming the lack of communication that your people have at the Charolette store. The lack of customer service and the total disregard they have for their customers is unbelievable! My wife and I waste 2 Saturdays wait on your people, so no I would never recommend 50 Floor to anybody not even my worst enemy.

Oh by the way, I still have not heard from Meredith the Scheduler, Mike the Installation Manager or the stores General Manager! ( BIG LIE 8)

Don Hoyle

1648 Wild Turkey Lane

Concord NC 28025

704-783-****

ddhoyle57@***.com