50 Floor

On 6/3/21 everything was explained to 50floor rep, job was quoted and agreed on. On 6/16/21 - 2 installers came out, they said they would need to replace the subfloor and would cost me an additional $1500. I postponed the installation to get the job requoted. On 6/23/21 50 Floor rep came out and requoted the job again, I made sure he understand ALL floor repairs that need to be done. 8/11/2021 – Installers came back out, this time the job supervisor said they cannot move the furniture (even though their TV commercial says the will move all furniture). I told them to lets cancel for now until I can talk to someone at 50-Floor. Once I was going to cancel the installation, their out of state rep first said 50Floor will move and pay for storage of my furniture. He then changed this to they cannot pay for the storage of my furniture but would give me $100.00 concession using a Market Share reduction. I finally agreed to pay for a storage POD for my furniture. In the end the installers did move the furniture out into the storage POD and back inside the house when they finished the job. The process with 50 Floor job quoting and managing was very frustrating. However the installers were very profession, moved the heavy furniture and did a top notch job.

The decision to hire 50 Floor in Nashville, TN will always be one of the most regrettable decisions we have ever made concerning our home. They ran out of materials in the middle of the job, badly damaged our home, put us through weeks of delays and stress, lied to us, threatened us, and bullied us, charged our credit card without our permission, and refused to give us adequate compensation for all that they put us through. We hired them to install carpet in an upstairs room, 2 downstairs rooms, a hallway, and a stairway as well as laminate in one small room. Additionally, we needed a new subfloor installed in the upstairs before the new carpet was installed there. We liked the product and warranties that 50 Floor offered and their price was only slightly higher than what we were quoted elsewhere. We felt that 50 Floor was our best choice because of the quality of their products and the promise of professional installation teams. We signed a contract to pay 50% up front and to pay the rest upon satisfactory completion. They did not send professional installers to our home. The installers did not speak English, act professional, or show any respect for our time or our home. They did not call to say they were on their way as we were told they would and they arrived late. Within minutes of entering our home, I was on the phone with a translator in order to explain the work that was to be done. After one hour spent ripping out the old carpet, they left without telling me or explaining why they were leaving. I called the installation manager and told him of the language barrier and inquired why they left. He blew off my concerns and told me they went to purchase supplies for the sub-floor because they didn’t know the measurements. Measurements were taken by the salesman on both occasions that he visited our home, so I did not understand why installers were sent without the correct supplies. They were gone for 2 hours! This was very frustrating given that I had taken a day off work for this and that the work was supposed to be completed in one day. A couple hours later, the installers approached me with a problem. I could not understand what they were trying to tell me, so I was back on the phone with the translator who informed me that they didn’t have enough carpet to finish the job. The installers wanted to leave and come back to finish another day when they had more carpet. At this point, only the subfloor and carpet upstairs was complete while the rest of the house still had ripped up carpet! I insisted that they use what carpet they had to finish the stairway and living room so that we could at least function in the house. This was completed after 8:30pm and still left one bedroom without carpet. AND THIS IS WHERE THE NIGHTMARE REALLY BEGAN. As the installers were leaving, we saw that screws were protruding everywhere in our downstairs ceilings. While installing the subfloor upstairs, they had used screws that were too long! We had 176 screws protruding through our custom wood ceilings downstairs! We were horrified. Back on the phone with the translator again, who was useless except to assure us that a manager would call first thing the next morning to address the damage. The next morning, we were not contacted by anyone. I waited until 10am and called the installation manager. At first, he belittled the damage and accused me of overreacting! After a very heated discussion, he reluctantly agreed to come out to look at the damage. After seeing the damage, he promised to work with the general manager on a solution. He also confirmed that the installers did not know that they were supposed to complete the carpet in one day. We still do not have an answer as to why they were sent to our home without knowing the work that was to be done and the timeframe in which it was to be done. And he also could not explain why they did not have the proper supplies or enough carpet to finish the job. The next week, the installation manager called to inform me that they had found a company that may be able to repair our ceilings. He did not give me the name of the company when I asked, but said he would put them in contact with me. In the meantime, we also found other damage to our home, which included dents in our hardwood floors, a scratch on the headboard of our bed, a clock knocked off the wall, and gouges in our baseboards. That damage was not acknowledged and still has never been acknowledged. My husband and I ultimately repaired these things ourselves. Another four days went by and I never heard from the company that was supposed to repair our ceilings. I also still had no information on when the rest of the carpet and our laminate would be installed. So I called the installation manager again. He acted surprised that I hadn’t heard from the restoration company that was to repair the ceilings and said they had told him they would call me. I again asked for the name of the company and he said he didn’t have it. By this point, I suspected I was being lied to and insisted on speaking to the general manager. In the meantime, the restoration company finally called me later that day and said they had received my information from 50 Floor only 30 minutes earlier. When the general manager called, he was very defensive and would not acknowledge any wrongdoing when I informed him of all the ways that our installation had been botched. After a very heated discussion, he promised to get me an update on the repair work and when the flooring would be finished. This was 9 nine days after our original installation date and our house was still damaged and also still packed up, knowing that the carpet laid upstairs would have to be torn back out to remove the screws from the subfloor, in addition to finishing the carpet in the room that was never completed, as well as the room with the laminate. After several more days, we finally coordinated having the floors and repairs to the ceilings all completed in one day, 17 days after the original installation. 50 Floor sent the installation manager to our home that day to oversee yet more non-English speaking installers. At our insistence, they installed all new carpet again as we were worried that dye lots may not match and that the carpet being torn back out would be damaged. They also installed the laminate without incident. The restoration company had given no guarantees that our wood ceilings could be repaired, but they were able to conceal most of the screw holes so as not to be noticeable. Since the ceilings were custom wood, replacing them was not an option because then they would not have matched the rest of the ceilings in our house. So while not as noticeable now, all 176 holes are still there and will always be there and we will have to live with that as long as we own the home. The installation manager left before the work was complete, but told me the installers would have some paperwork to sign when they finished so that they could be paid. We had no intention of signing anything and told him I’d call the general manager the next morning. When the installers presented us with the paperwork, it was to confirm that the work was completed and also listed the amount due as $0. We had paid 50% of the cost up front and had planned to negotiate a discounted payment on the back end with the general manager. Since $0 was listed as due, we assumed they were waiving the final payment as a courtesy for all they had put us through. We were very relieved by this. I sent an email to the general manager the next day thanking him for his efforts to make everything right. We were more than ready to move on from this unpleasant and stressful ordeal. 11 days later, our credit card company notified us that 50 Floor had placed a charge on our credit card. It was a charge for the full final 50%! We had spoken to no one since the install was completed and no one had reached out to discuss payment. We were still under the impression that no payment was due. So I was back on the phone for another heated discussion with the general manager, who again did not acknowledge any wrongdoing and said it was ridiculous that I would expect any discount when the work was completed per the contract we signed with them. He also could not explain why we were given something to sign that said $0 balance was due and refused to acknowledge that this was misleading. He even accused me of writing it in. And then he threatened to refund our credit card and just send us to a collection agency instead! He finally offered a $300 refund (only a 4% discount), which I refused. I asked to speak to his boss, but he put me in contact with customer service in the Atlanta office, who offered a $600 refund (only an 8% discount) which I would get only if I signed an agreement promising not to share our terrible experience with others. We refused that offer in order to help prevent others from making the same mistake that we did.

It over a month as the said to get the product in. The first time schedule was before a Thanksgiving, we had everything put away ready for the installers. Two showed up looked at area, they first said they didn’t have enough material, they said they’d be back in 20 minuets and never came back, not even a phone call. Our home was in total disarray as we were wanting floors done by Thanksgiving. I called the next day speaking with the General Manager, Ron Lucenta. The GM agreed that was the way it should have been handled and he’d get another crew out to install flooring. He also said he’d take money off the bill for the poor service. He wanted to send the installers out Wednesday, the day before Thanksgiving which we said wouldn’t work due to us preparing Thanksgiving dinner. They came out on Nov. 28th. This crew was great & did an outstanding job. I wouldn’t recommend 50 Floor, but if you decide to then tell them you only want Tim, Juan, Wilson. If they balk on this crew, cancel quick do business with another company. I called the GM back and he became argumentative, raising his voice denying he said certain things about the service & bill. When we got the final bill there was no credits on it. I wouldn’t recommend 50 Floor to anyone and encourage all potential customers to stay away.

I would give the sales part of it an "A". He was wonderful. The installation people, I would have to give them a "C". Their installation people are not very professional. I would put the caveat, though, that the sales person should receive an "A" for professionalism. He was wonderful. I would certainly buy something from him again, but the installation people were rude. I would possibly use them again. I would use the sales person again, I would have to make sure I didn't get the same installation crew. If they were going to use them, to ask for a professional installation team. They didn't speak any English. There were two of them. They did a good job, but they spoke no English. They were rude. I guess the supervisor was very rude. I gave them a nice tip, a $40 tip. They didn't bother to thank me, they didn't thank me for using their company. They were just very, very, unprofessional. I would say they were untrained. They probably didn't have any training on how to handle customer service.

Horribly corrupt company!

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