Complaints

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:07/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  mailed check 5/31/24 for the company now know as Black Dolphin attempted to contact company twice with message on phone with another costumer and would get back with me,attempt to call one more time with same message, on my third call the phone had been disconnect Still trying to locate someone

• Initial Complaint

  Date:07/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On April 1, 2024, I contracted with this business to do a remodel project at my home. The contract was for $34,000.00. I put a deposit of $17,250.00 by check. They started the project on April 29, 2024 and were present at my home maybe 5 times. The only things done are some demolition and 3 windows placed, but not secured. The last time they have done any work at my home was approximately June 3, 2024. I have tried calling and texting, but it appears their phone service is disconnected or they have blocked me. On Monday, July 1, 2024, I drove to their place of business in ********** at approximately 11:30 a.m. and the place was closed and nobody was there. My home is a disaster with holes in the ceiling and walls. I have a mock kitchen set up in my livingroom with all other kitchen supplies boxed and put into another room.

• Initial Complaint

  Date:05/08/2024

  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.

  On March 12th, my husband and I paid Aey Plus Flooring $1200.00 to install flooring in two of our rooms. After scheduling two dates to install, and being told the flooring wasn’t in, On April 18th, I was told by the owner Ashley that it was never ordered. She expected it to be in the next Tuesday and installed on Wednesday. I told her if it didn’t come in the next week, we wanted a refund. The next week came and I heard nothing from her. I reached out and she said the flooring wasn’t in. I requested a refund. She told me that I would be charged a 35 percent restocking fee. I didn’t understand this as the flooring was not even in so I’m not sure what they had to restock. Ashley sent me an email stating my 3 options and I requested so not to lose money, to purchase the flooring. So when it came in, we would pick it up ourselves and install ourselves. We told her this. My husband called the following week to see if the flooring was in and she told him that she mailed out a check for $780. My husband and I were fine with this. We wanted some of our money back. After a week or so we hadn’t received a check, my husband called and she said to come in on Monday and she would just give him cash. He went in this Monday and she wasn’t in. She text me that evening that they’d be sending a cashiers check in the mail. My husband called yesterday and Ashley’s husband said they were going to the bank right then and they would call with the tracking number. They never called. I text Ashley last night, asking her for the tracking number and received no response. My husband called their business today and the secretary said they are not in. I don’t know what to do. There is a reason they are not giving us our money. We have a right to receive our money back. Please help! Thank you!

  Business Response

  Date: 05/09/2024

  I refunded ******* 780.00 yesterday in person (5/8/24). Minus 35% restocking fee for the flooring. 

  580.00 was paid per cashier’s check, the other 200.00 was paid in cash.

• Initial Complaint

  Date:05/07/2024

  Type:Order 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.

  Paid $1750 on 3/ 06 at store in Grove City which was for 1/2 of job.Asked for receipt with estimate and they couldn’t find and was supposed to Mail. We set installation date for April 29 &30 First contact with issues was April 29 when no one showed to start job.I called AEY 3 times and left messages (phone call times attached 829 am no answer 957am left message 1017am left message)They never called back and I called a 4th time at1140am and finally got Ashley the owner. She was confused and said they were waiting on my carpet and I told her wrong customer and she just said they had a mixup and would be at my house April 30 in am.(I had scheduled to be off Mon & Tuesday) They didn’t show Tuesday until 1052 am and was done with tear out and bone by 1 pm. The whole time sub contractor was complaining that they told him everything was ready to be laid after luan was put down. He said there was not enough subfloor and he left to go to shop to pick up and said he’d be back same day to load.He never came back but said he’d be here May 1 at 1030. He never showed ( text attached) He said he got tied up on another job and would be over May 2 1030. I took off that day and he didn’t show until until after 12 and still didn’t have the additional luan and put down what he had and was here @ he and said he was going for luan. He laid 7 1/2 PCs. Basically didn’t cut out just laid where they would fit ( attached are pictures he should have cut around and didnt)He didn’t come back and I called AEY because he also said they didn’t order enough productj I was assured by Dennis another owner that he would be back Friday morning with luan and finish laying it so my mom wouldn’t trip, also they had only ordered 26’ of flooring and needed 40’ . Dennis told me that someone had really screwed this up and he would take care of it. May 3 Jim showed and pulled up a small pc under fridge and sprayed mold spray , texted me and said he didn’t get luan and couldn’t do anymore that day ( text attached) I called Ashley at 326 and she returned my call and stated she met him at Busy Beaver and had purchased additional luan that morning and her husband would be here at 9am May 4th to lay luan.0n May 4th no one showed I called and no answer and she texted and said dog had puppies and he would be here soon.at 1122 I texted and asked about eta and she said they had to go to vet and would be here Saunday May5 @9 am ( copies of texts attached) on Sunday no show again. I texted no replies until I sent pictures and texts about omplaint going to be filed ( texts attached)

  Business Response

  Date: 05/08/2024

  ***** ****** gave Aey Plus half down for her job 1,725.00 

  I had my crew at her house for 3 days, tearing up existing tile and a subfloor underneath that. 
  

  When my crew tore the floor up, we found mold in many locations. We sprayed and treated the mold, it has to dry for 24-48 hours. She wanted us to install her floor immediately. She bashed my crews calling them liars and that she didn’t trust them. 
  

  I purchased 8 sheets of Luan for the job, cost $800. Tear up is $2.50 per square foot of each layer of flooring. Not to include my crews labor. 
  

  For compensation because Betty was upset I said I would cover the cost of 1/4 round and base board. She wasn’t satisfied. 

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  There was never a crew here , my parents can attest to that 1 guy was here a total of 3 1/2 hours in 3 days . There was not mold everywhere it was under refrigerator and I cleaned up what was in front and they sprayed behind fridge. She told me on phone that her guy could have laid flooring immediately  and he didnt . 
  Regards,
  
  ***** ******

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We purchased flooring (Feb. 2023) from AEY Plus Flooring with a 2 year warranty. part pf the flooring came up. We had extra flooring here so they did not have to bring any. We were told (by Connie) that AEY was purchased by Black Dolphin LLC and due to being the the new owner they will NOT honor the warranty! They had their people come out used the flooring we had and charged us $650 for a repair that should have been under warranty.