Complaints

This profile includes complaints for Dolphin Carpet & Tile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Dolphin Carpet & Tile has 9 locations, listed below.

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  Dolphin Carpet & Tile

  3550 NW 77 Court Miami, FL 33122

• 

  Dolphin Carpet & Tile

  8791 SW 133rd St. Miami, FL 33176

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  Dolphin Carpet & Tile

  172 N. University Dr. Pembroke Pines, FL 33024

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  Dolphin Carpet & Tile

  1471 West Hillsboro Boulevard Deerfield Beach, FL 33442

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  Dolphin Carpet & Tile

  2224 S. University Dr., Tower Shops Davie, FL 33177

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  ***************

• Initial Complaint

  Date:11/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased new vinyls flooring from Dolphin Carpet and Tile. I paid extra money to have the floor leveled. Due to improper installation of the flooring, it pops and cracks when walking across the floor. They didnt level the floor properly. I have two flooring experts that have told me that is the cause of the popping and cracking. Dolphin also installed the baseboards wrong. I paid for quarter round to be installed in the kitchen and bathrooms and it was never installed. Dolphin did come out to look at the flooring twice and refuses to correct the problem. I the paperwork states its a full one year warranty on the flooring and installation. Its been installed less than an months. Any assistance in getting the problem fixed would be greatly appreciated. I paid nearly $20,000 for this this flooring. Thank you!

  Business Response

  Date: 11/11/2022

  Three managers form Dolphin Carpet & Tile have inspected the jobsite on two separate occasions. We agree with her concerns regarding her baseboards and rounds and have offered to service these issues multiple times. The first visit by our installation manger, no noise of any type could be heard. Any slight noise that was heard during our second inspection is normal for this type of floating floor. Our installers inspected the subfloor prior to installation and all areas were well within industry tolerances required for the installation of this floating floor. Dolphin Carpet & Tile was not contracted or paid to do any type of leveling in her home contrary to her complaint.
  The installation was completed in April (not less than a month as she indicated). Dolphin Capet & Tile provides a one-year warranty for any installation related issues. We stand by ready willing and able to service her baseboards and rounds at any time. She can call her sales professional to set up this service.