50 Floor review: Poor customer service and communications

The Tampa 50 Floor issue at my residence remains unresolved for over four months with no resolution in the near future. On October 26, 2023, I submitted a formal repair request with 50 Floor concerning my newly installed engineered hardwood flooring at my residence, for which I paid almost $20,000.

On October 31, 2023, your flooring installation techs arrived at my home for an evaluation. One of the techs took pictures and a video some of the problem areas for review. The supervising tech on-site during this evaluation stated that the flooring was properly installed with the necessary padding and no wall pinch points. However, this tech also mentioned that the hardwood was making cracking sounds and was very slushy when walking on it. Approximately three weeks later, Shawn Shaco (Tampa 50 Floor Store Installation Manager) informed me that Joe Bell (Tampa 50 Store General Manager) had made a final decision, based on reviewing the video, that the flooring was fine with no problems.

I stated to Shawn Shaco that the flooring was unacceptable, and thus he proposed an option to contact the vendor (supplier) and have an independent third party examine the issue if I desired, so I agreed. According to Shawn Shaco, this person would be hired by the vendor and isn’t a Tampa 50 Floor Store employee. On November 9, 2023, Shawn stated he was placing the evaluation order request in immediately, and I needed to wait approximately 4 weeks for the independent evaluator to contact me. Additionally, Shawn Shaco stated that if there was a problem with the flooring installation, the install company (subcontractors) would reimburse me for substandard installation, or the vendor (supplier) would be responsible for payment to me due to defective flooring material. I did receive a screenshot (which is attached) from Shawn Shaco with a date of December 11, 2023, when my independent evaluation request was placed in the system, but nothing ever became of it. I have been waiting months without being contacted by the flooring independent evaluator, not to mention never receiving a call from Jason Greening (50 Floor Regional Manager) nor Joe Bell (Tampa 50 Floor Store General Manager) concerning the flooring problem. I paid 50 Floor for quality flooring and installation, so it's their responsibility to ensure that this independent evaluation process is properly completed. Tampa 50 Floor touts their the “best warranty with no hassles” and “top notch customer service” which has not been my experience so far.

BOTTOM LINE: It’s now March 1, 2024, I am no further forward and need to know the next course of action to rectify this issue. I have continually pursued Shawn Shaco by phone for answers and return calls are only provided sporadically. A successful company with a track record of reliability and dependability is usually driven by several key factors including great employees and satisfied customers. To this point, I'm disappointed in the lack of customer service, poor communications, and unacceptable performance demonstrated by the 50 Floor company. Any manager with decision-making abilities, who truly cares would have addressed this problem months ago by personally contacting the supplier/independent evaluator and stating the importance of this evaluation. If needed, hold the supplier accountable because this issue is well past the acceptable timeframe and reflects negatively on your company. I have been more than patient waiting for resolution, but if you are unable or unwilling to move forward let me know, and not just string me along under the pretenses of resolving the flooring issue with the vendor (supplier).

Norbert Marcelle

Phone: [protected]

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