Quite the thread...

In case it wasn't already said... Criminal and civil law are not mutually exclusive..

Is it a civil/contract dispute, without a doubt and the limited facts I have seen from the OP, and another customer I have crossed paths with show there may be a case..

Is it criminal, perhaps if a pattern of willful misconduct can be shown but that is a much higher bar to cross and it will be tough to claim without hard evidence, which in itself might be hard to come by..