ComplaintsforDolphin Carpet & Tile

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had new flooring installed in kitchen and entryway on March 6th. Install went well, everything looked good. The installers had me sign that the work was done. I later saw a text message saying not to sign the paper, but that was too late. My only issue is that a small strip of quarter round needs to be removed and appliances shifted back to the original positions (currently dryer vent is too cramped). After multiple calls, texts and e-mails, all I get is a promise that they will get back to me, but nobody ever does. Maybe a 15 minute fix, no material costs, but I cannot seem to get this resolved more than 6 weeks later.

  Business response

  05/17/2024

  We are sorry that ****************** is having difficulty obtaining service.

  We have reached out to our service department that has the following records.

  The installer called on March 11 to schedule service for March 14th

  The installer left a message on March 31st (no response)

  Installer was told by the customer that he was having a neighbor move the 1/4 round molding

  April 2nd, left a voice mail (no response)

  April 12th left another voice mail (no response)

  If any further service is still required, ****************** can reach out at any time to set up a service call. We provide a one-year installation warranty on all of our installation and would be glad to set up a time.

   

  Customer response

  05/18/2024

   
  Complaint: 21602194
  
  I am rejecting this response because:
  

  The installed must be calling the wrong number. I have not been called, and no voicemails have been left. I also have not spoken to a neighbor or anybody else besides Dolphin Carpet and Tile about removing the quarter round and moving the appliances back to their original position. I will contact the store directly again in hopes of resolving this issue.

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

  Business response

  05/25/2024

  Our installation manager confirmed with the customer on 5-24-24 that the service has been completed. We apologize for the delay and miscommunication and appreciate your business

  Business response

  05/28/2024

  The service was completed on 5-24-24

   

  Customer response

  05/28/2024

   
  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

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dolphin Carpet and Tile sold and installed in a home I own Mohawk RevWood floor covering. The planks had separated in a variety of places. I went to one of their stores to inquire about a remedy. The store and the sales person who sold me the product and service is who I spoke with. I also provided pictures. He said he would get back to me within a few days it was not day. It was two weeks and it was only after I left a vm for him his return email said he turned it over to his superior we ended up having a visit to the home. The superior agreed the planks had separated. He should me the warranty document that indicated a lifetime warranty He said he had to snd would call Mohawk. I asked if he though it would be covered by Mohawk to repair. He then adamantly poked the warranty in my face vicinity and indicated by words, it says right here, its a lifetime warranty, why wouldnt they That he would pursue it with Mohawk. Roughly around March 8th or so, he said ****** declined to cover the fix that was required. I was disappointed to say the least. I asked he please provide me the contact information for the Dolphin owner and the Mohawk person. He adamantly refused to provide either. Next day I sent and email to him and the original salesperson recapping our meeting he replied with an email saying the single family home was a rental property thats why it was not covered. The salesperson who sold this too me KNEW I was going to rent the home out, he did not ever mention the lifetime warranty was not effective if the home was rented out. I find that deceitful and wonder if Dolphin informs buyers of this when they sell this product. Ive asked twice now via email of Dolphin Carpet to please provide me a copy of the signed contract and terms and conditions of it that we contracted for. They have refused to answer. Id appreciate the BBB help in resolving this difference of opinion ************************* ************

  Business response

  04/05/2024

  Dolphin carpet received a service request on 2/19/24 from the salesman.  We contacted the customer and made an inspection appointment for 3/5/24. 
  Upon inspecting the flooring issue, I told the customer I will submit the information to Mohawk.  I also explained, in the event the claim is denied that he would be responsible for the labor involved to which he agreed to proceed with the claim. 
  The claim was denied as this is a rental unit, which is not covered under the warrantee. The materials are warranted by the manufacturer, not Dolphin Carpet & Tile. I let the customer know.  He became very upset and told me he would contact his attorney over a ****** or less for a repair.
  After many emails back and forth, both parties came to an agreement that included the scope of work and the removal/reply to the BBB complaint.  The work was completed to his satisfaction on 3/28/24.  I am still waiting for the executed agreement.  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Dolphin Carpet and Tile in June of 2021 looking for new flooring for my kitchen and stairs. They recommended luxury vinyl for the kitchen and stairs. Within 2 years the stairs started to crack and the kitchen floor is coming up at the seams. My wife cut her foot recently where one spot is coming up. When I first complained about the stairs, they came out a fixed one of the cracks. In the Fall of 2023, the kitchen floor got much worse and so did the stairs. Dolphin said the floor was 2 years old so customer service would probably not do anything. One of the store managers came to the house in November, took pictures, and said he would contact customer service. I have followed up several times but have not been contacted by customer service. My complaint is: a) A floor and stairs should last more than 2 years. b) they are the flooring experts and said luxury vinyl would be a good choice. I would have gone with tile had they suggested that. c) the floor and stairs have to be replaced as they have become tripping hazards. (we actually have heavy tape over some of the bad areas). If Dolphin Carpet will not stand behind their material and installation, I feel they should at least pay for the removal of the work they did.

  Business response

  02/22/2024

  We have agreed to replace the entire kitchen area. Any levelling or floor prep will be customers responsibility. They can arrange this full and final service with their sales professional at any time.

  Customer response

  02/25/2024

   
  Complaint: 21261813
  
  I am rejecting this response because:

  I hired Dolphin Carpet to professionally replace my kitchen floor during our kitchen remodel project. They were to remove the old vinyl flooring and replace it with new luxury vinyl purchased from them. Either they did not remove the old flooring properly or they did not inspect the sub flooring. If there was a problem with the sub-floor not being level, or any other problem, they should have brought this to my attention before putting down the new floor. I would have followed there advice as I wanted the job done right. Now I have to go through the mess and expense of replacing the floor of a remodeled kitchen.

  I feel the only fair remedy is for them to issue a full refund for this job. Order number 907612.

  Sincerely,
  

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

  Business response

  03/11/2024

  We stand by ready, willing and able to replace the kitchen area in its entirety. 

  Customer response

  03/11/2024

   
  Complaint: 21261813
  
  I am rejecting this response because:
  

  The original installation was done so poorly, I would rather have a refund and try another vendor.

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

  Business response

  03/12/2024

  The job was installed and inspected nearly two years ago. It is out of warranty but we will gladly come and service the kitchen area one last time with a full replacement. A refund is not an option.

   

  Customer response

  03/12/2024

   
  Complaint: 21261813
  
  I am rejecting this response because:

  1) They should have offered to replace the flooring when they first came out to see the problems. They did not offer and their customer service did not contact me either. That's what lead to my contacting BBB in the first place.

  2) A floor should last more than 2 tears. The same with the stairs. They should not crack and cause tripping hazards in 2 years time.

  3) I do not want to do business with them.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint for the poor quality of flooring installation services provided at my home, specifically the staircase, under order number ******, for which I paid $9,980 on December 3, 2022. The installation issues, including improper installation, excessive noise on the staircase, and areas left without proper caulking, remain unresolved despite multiple service calls.The laminate on the staircase was incorrectly installed, with several loose parts, leading to safety hazards and significant noise. Additionally, some areas were left without proper caulking, allowing moisture to seep underneath and potentially damage the laminate. Service requests to address these issues have consistently resulted in long scheduling delays, adding to the inconvenience. Despite repeated attempts by the company, the quality of installation remains unsatisfactory, indicating a lack of professional skill.I seek a full refund of the labor costs due to the unsatisfactory service. I acknowledge the material costs but the labor was not performed to a professional standard. Thank you for your attention to this matter.

  Business response

  02/06/2024

  An inspection was completed of the stair nose issues on February 6, 2024.

  We have agreed to send a flooring technician to re-set/re-do any loose stairnose that are present. This service is covered under their one-year installation warranty.

  *** from our installation department will reach out to schedule the service at no charge.

   

  Customer response

  02/07/2024

   
  Complaint: 21205946
  
  I am rejecting this response because:
  

  While I appreciate the willingness to address this particular concern, I must decline the offer as it does not fully address the scope of the problems identified with the flooring installation.

  It is crucial to understand that the staircase noise is just one of several significant issues. The inspector's findings, documented through photographs and video, have highlighted additional concerns that require attention. These include several steps that are unstable and move down when walked on, as well as issues with the landings. Moreover, there are areas where the flooring has been clearly damaged by nails and glue spills, which have marred the appearance and integrity of the flooring, rendering it nearly impossible to restore to its intended condition.

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

  Business response

  02/15/2024

  Our installer has attempted numerous times to contact this customer to arrange the service.

  We have agreed to supply additional stair nose and service the issues for the stairs. The additional issues onsite have been locally caused. The customer had a leak at some point that has caused damage to other areas. The installer will provide a quote to service those areas. Dolphin Carpet & Tile will provide up to two boxes of material as an accommodation but the labor will be the customers responsibility.

   

  Customer response

  02/16/2024

   
  Complaint: 21205946
  
  I am rejecting this response because:
  

  Thank you for the additional boxes and the proposed staircase repairs. Such gestures are appreciated and acknowledge the ongoing dialogue we have regarding the installation concerns. However, I must address a few critical points to ensure complete transparency and understanding as we move forward.

  Firstly, it's important to clarify that I have not received any phone calls from your team or the original installers attempting to resolve these issues, contrary to what might have been suggested. This lack of direct communication has contributed to my reservations about the process thus far.
  

  I also want to make it abundantly clear that I have independently addressed the water leak issue at my own expense and have not sought, nor do I intend to seek, any compensation or assistance from your company for this matter. Any suggestion to the contrary would be disingenuous and misleading. My focus remains on the quality of the installation work, which is entirely separate from the water damage I have remedied on my own.
  

  In the course of addressing some of the deficiencies left by the installation team, I found myself compelled to undertake repairs myself, including caulking numerous places and gluing down transitions that were left loose. These actions were necessary to mitigate immediate concerns but are far from a comprehensive solution to the problems at hand.
  

  While I acknowledge and appreciate the steps taken towards rectifying some of the issues, my confidence in the original installers' ability to resolve the remaining concerns to the required standard remains low. Therefore, I respectfully request that an alternative team be considered for any further necessary repairs or installations. This request is made in the hope of ensuring that the work is completed to a high standard, reflecting both the quality expected of [Company Name] or Dolphin and the investment I have made in this project.
  

  I believe that addressing these points directly and considering an alternative approach to resolving the outstanding issues will significantly contribute to a satisfactory resolution for all involved. I am committed to working constructively with your team towards this end and appreciate your attention to these matters.

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

  Customer response

  02/16/2024

  Please excuse the second to last paragraph in my last message where I mistakenly placed "[Company Name]". I was using a note taking application on my computer to help me dictate the message since I only have 30 minutes to submit my response on this window. I did not realize that I had copied that generic statement into my response. I look forward to a resolution to my case.

  Thank You,

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

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This review is about Dolphin Carpet and Tile, ****************************************************************************** *****. I would like to give kudos to the upfront service I received when I was selecting and buying my new $13,000 laminate floor. I'd put a lot of effort into selecting the best small, family owned company to do this rather than a big box store. Best, meaning customer service, not price, although the price was basically the same everywhere. I felt that I'd purchased a good product that would live up to all the reviews, from a reputable company, that would live up to all the reviews. Up front, again, they were very thorough, reliable, and communicative. But, I was disappointed that I found out the day of installation that the quarter round that they would be installing, did not match the floor, nor was it painted. I literally had to set up shop in my driveway and paint it as they were installing the floor. The floor looked beautiful, and the quarter round looked horrible. After approximately ***** months of easy care and a beautiful look, I noticed that certain planks were wearing (peeling top layer, snagging edges, lifting and separating, in 2 traffic areas. Also the threshold piece in the doorway between 2 rooms was cracked and disintegrating. Needless to say, the warranty for parts and labor were both expired. I am frustrated with the lack of pride of workmanship that has been exhibited by both my salesperson and the area manager who represent Dolphin Carpet and Tile. I was literally told that I should have had plastic mats down in those areas to prevent this from happening. Really? I need to put plastic on a laminate floor? It was suggested (by area man), but not acted upon, that maybe the installation was done improperly, meaning installed too tightly causing planks to buckle. I am of the opinion that when someone trusts your business enough to fork $13,000 over for a floor, the business makes it right, no matter when, but especially after a short period of time, even if it's out of warranty. They've offered to recommend another installer, but they will not pay for any repairs. They will be generous and not take another cut on the repair of the places where the floor is damaged. Who thinks that my floor ought to last longer than 15 months? I certainly do. I'd never have agreed had I known this was a possible outcome. I am filing this review because I've attempted to talk with them a number of times and have not received an acceptable response.

  Business response

  12/27/2023

  After inspecting ********************* jobsite (nearly two years after installation) it was clearly evident that the damage being reported was caused by her rolling office chair as well as her dining room chairs. We have offered to have one of our installers return and provide her an estimate for the repair at our cost as well as provide her up to two boxes of material at no charge. It was after this offer that she decided to post this review.

  We go to great lengths to make sure our customers are well informed on how to care for their new flooring. She had been advised multiple times (before the installation began, email reminders, and website instructions that soft felt pads are recommended under her dining room chairs or soft "roller blade" type wheel are to be used on her rolling chair.

  The issues present are not related to installation or material but is isolated damaged caused by improper care and maintenance. Even so, we have offered a solution. 

  We have also agreed to provide and install a new molding even though it was damaged nearly two years after the installation was completed.

  We provide a one-year installation warranty and make every attempt to satisfy every one of our customers. In this case, we believe that we have responded and have provided a more than fair solution.

  We stand by ready willing and able to proceed as discussed with the customer.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept 4, we had visited the Deerfield store and dealt with Salesperson ***********************. We completed a purchase for our whole home to be installed with porcelain tile in a white Eden ******** polished product (approx. **** sq feet) for a total of $21,000 including removal of our existing flooring, preparing the floor, removing existing baseboards, installing new flooring with materials and grout, reinstalling our existing baseboards and one step down trim piece. Since the installation began on Thursday, Sept 15, we have had nothing but issues and feel the Dolphin Carpet & Tile management need to be aware of the situation. First issue is that the installation crew identified that the tile was incorrect (shading and color was off from the product selected. Dolphin was contacted and stated new material would be delivered on Friday, Sept 16. Today, the wrong material (shading and color is off again) was delivered to our home. The installation crew identified the issue and contacted Dolphin. Per our sales representative's comment, this is being labeled that we are rejecting the product. Our sales representative also made us aware of two additional expenses in addition to our $21,000 already paid on the first day of install. The first being that they recommended new baseboards installed rather than reinstalling ones that were removed. They advised this charge was $5.39/foot. In our initial contract we paid $2/foot removal/install of existing, but our sales rep is failing to credit back that $2/foot off the $5.39/foot for new. The second being a miscalculation on primer material needed for ouor underlaying terrazzo flooring and needing $845 in additional primer. All was explained to Dolphin when obtaining our quote. Our sales rep has only provided a name of a manager to reach out to, no number, the website offers no complaint submissions. I have asked numerous times to speak with a manager, but failed to escalate my calls/requests.

  Business response

  10/02/2023

  We apologize for the miscommunication that occurred before the installation began. Senior management got involved and worked to bring this project back on track. We revised the order amount accordingly as well as worked with the customers to get the material they liked. The job was completed and signed off as being completed to their satisfaction on 9-25-23. 
  

  Should the customer have any future needs they can reach out to me directly so we can extend any courtesy possible. We truly appreciate their business.

• Initial Complaint

  06/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered my floors on March 12th Delivery was suppose to be march 20. Here we are 2 1/2 months later and no floors. Every time I called to follow up they kept saying two weeks. Finally I was told it was being held by customs. They have no idea when they will release my floors. Tried to find a different one but after spending close to 10K I was not going to settle. Ridiculous like they hold you hostage. Take you money and no floor. How can a contract be binding when you dont even receive the product. My installer has moved on to other jobs as this has taken forever and they have no idea when I will receive my order.. I dont understand how they do business like this. Do dissapointing.

  Business response

  06/13/2023

  We have been keeping the customer as we are provided new information regarding their shipment. They have been provided with the documentation regarding the hold on their container. We have offered for them to reselect or to wait until their special order material arrives. It is a highly unusual situation that is in the hands of the US Border control.

  We are working to get answers and the customer their material asap.

   

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/20/22 I purchased carpet from Dolphin carpet on Oakland Blvd in *************. I have been waiting for months and months for them to deliver me all of the carpet. As of 5/17/2023 I am still missing approx. $1100 worth of carpet. The store says they have some of it, but not all of it. The part they have is dirty/damaged and they have tried cleaning it 3 times for me and its still not acceptably clean (the carpet is white) and they are unable to locate the rest of the carpet they lost. They will not replace the carpet, they will not provide me a refund for the carpet, and the regional manager will not let me speak with anyone above him in his managment chain.

  Business response

  05/24/2023

  ****************** purchased a cut in area rug for two of his rooms. The pricing provided was for the amount of carpet required to cut in and install in these two room. After installation, he inquired about having some of the waste turned into additional rugs. He was provided a price to have this done. There was back and forth with the sizes of these additional rugs to be made and in the end they were cut and bound incorrectly. We (at our additional expense) ordered nearly double the amount of carpet that he originally had left over and made two new rugs at his request (7'8"X3' & 11'6"X2'6") which were MUCH larger than any pieces that could have been left over from his waste. Upon arrival he claimed that they were "dirty". We didn't necessarily agree but had them sent out for cleaning. We agreed that we would pay for his binding charges (these were not included in his original purchase). He returned to the store and was still trying to say they were "dirty", they were not. They were photographed and videoed by two of our managers. He grabbed the rugs from the showroom (on camera), loaded them in his car and took off form the store.  He soon after texted the manager trying to say that he didn't receive any rugs, after letting him know he was on camera taking them, he tried to say these were "loaners". Our business with ****************** has been completed. 

  We have provided all carpet and services as per our mutual contract. He has provided with 30% more material than he ordered at no additional costs including the additional carpet and binding he did not pay for. He them took teh rugs from the store and attempted to say he never received them. As indicated above, our business with ****************** is complete.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction=3/17/2023 amount=-=========$8030.80 Dolphin Carpet was to install laminate plank and carpet in 3 rooms and a stairway.On 3/18/2023 I entered Dolphin Carpet and told the salesman ************************** to cancel the order and the financing. He told me he didnt know how. That eve I received an email from him trying to talk me into staying in the deal.On 3/19 I sent an email to him again requesting that he cancel the financing. The next week I contacted the mgr **** and he said he would get back to me. He did not. The business did not try to resolve the problem. The contract #'s are ****** and ******. They are in violation of ********* right to cancel law.

  Business response

  04/07/2023

  We have discussed Mr. ****** request for a cancellation with him on April 6, 2023. He was provided with an option to cancel his signed contract and we are awaiting his response.
  His contract for special order flooring materials is clearly marked as non-refundable. He entered into an agreement with a third-party provider of financing that while 0% interest to the consumer has substantial costs to Dolphin Carpet & Tile. We have offered to cancel his order on the condition that he absorbs a portion of these finance fees.
  We stand by ready willing and able to install his flooring as contracted. We are in discussions and trying to work out the order in order to move forward with **************.

  Customer response

  04/13/2023

   
  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

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased tile from dolphin carpet , November 2022. when the installer arrived, I was clear in telling him, I did not want any small tile pieces as the tiles are 32" square and little slivers of tile would not look right. . he assured me he knew what he was doing. at that point I left. I came back the next day and the tile was already installed in the living room with a 3" border of tile at one wall, after I specifically told the installer " no little pieces of tile" He said," no one will see it. As it was only one wall" , I thought I might be able to live with it that way. I came back the next day and saw there were borders of little slivers of tile at every wall. I called my salesman *********************** immediately to stop the work. he said he would take care of it. unfortunately, he did not. I came back the next morning and not only did they not stop the work but they had two thirds of the apt finished. I told the installer the salesman should have stopped the work the previous day ,,,,the installer told me, no one contacted him. I then tried to contact the regional manager, *****************, He never returned my call so I went to his office to tell him the issue. When **** saw the layout, he agreed that the installer did not plan the tile positioning correctly and it would have to be repositioned. at that time the installer grudgingly agreed to the correction, however he then added a charge of 500 dollars to shave the bottom of the doors to accommodate the tile. I agreed. Next day, I received a call from the installer that more tile was needed due to his error and I would would have to pay an additional 340 dollars. the flooring was then completed. when I returned to the apt, I found that blinds were broken , furniture chipped, doors would not open as they were not shaved correctly and another door was not reinstalled, moldings were not replaced. and every wall was damaged the entire apt was in shambles. I was told they are not responsible.

  Business response

  02/01/2023

  Dolphin Carpet & Tile strives to satisfy 100% of our customers. We have gone above and beyond to accommodate to Mr. ***** concerns. Upon completion he inspected the entire installation and signed off that he was completely satisfied. We appreciate the business and apologize that we did not fully delivery the experience that exceeded his expectations.

  Customer response

  02/01/2023

   
  Complaint: 18880953
  
  I am rejecting this response because:your response is ridiculous. firstly, I did not sign off on any approval of the job as your installer never returned. secondly, just look at the ridiculous damage your installer incurred. he first said he would replace the blinds, and then said he never even saw them. my unit was left in terrible condition, doors were not reinstalled, toilets were left in the shower stalls. I find it hard to believe you can make your statement when you have seen the photos.....shame on you.
  
  Sincerely,
  
  ***************

  Business response

  02/11/2023

  We appreciate **************** concerns regarding his project with Dolphin Carpet & Tile. It was a major construction project involving removing existing tile floor, baseboards etc. It was fully explained at the time of sale that some minor damage is possible. **************** and scratches are not abnormal for this type of project.

  There is a difference of opinion regarding the blame of who damaged the plastic blinds. Our installers insist there scope of work was no where near the blinds.  We have attempted to resolve these complaints with the customer. Unfortunately we have been able to satisfy the customers expectations.

  Dolphin Carpet & Tile provides a one-year installation warranty for all of our work. Should the customer have any installation issues he can set up this service at any time.

   

   

  Customer response

  02/13/2023

   
  Complaint: 18880953
  
  I am rejecting this response because:
    Not only did the installer ruin the blinds in question but they actually ripped moldings off the wall without even scoring the joint first and did not replace some of the doors they removed. All that dolphin has done is tell me that none of the damage or unfinished work is their responsibility. I have the photos to back up my claims.  
  unfortunately I made a bad decision In giving them my business but I certainly will not make the same mistake twice and i will broadcast their lack of responsibility wherever possible. 
  Sincerely,
  
  ***************

*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. ↩