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Business Profile

Building and Construction

Builders Co

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 373 total complaints in the last 3 years.
  • 33 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/13/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 ordered a bathroom sink from Super Arbor in February 2022 and was told it would take up to 10 weeks to deliver. On May 6th I was told it would be delivered the first or second week of June. On June 30th I was told it would be delivered by July 26th. On August 3rd, after waiting 6 months without the sink being shipped I cancelled rhe order and requested a refund. I was told the refund would be sent within 5 business days. After more than a month I have not received my refund. I have tried to contact Super Arbor numerous times via online chat, email and telephone. No one returns my messages.

    Business Response

    Date: 11/01/2022

    Business Response /* (1000, 5, 2022/09/24) */
    We believe the customer's complaint is valid and we have already escalated this concern to get the customer's order refunded. However, it must be noted that all discontinued and discounted item sales are final and cannot be canceled, returned, exchanged, or refunded after the order confirmation email notification is sent. All canceled orders will have a 20% cancellation fee, with no exceptions. The customer was aware and agreed as part of the Terms & Conditions upon checkout when he/she purchased the items. We would like to ask for your consideration to let us resolve this complaint in our favor and allow us to resolve any other issue(s) the customer may have directly with them.

    Consumer Response /* (3000, 13, 2022/10/19) */
    ***Document Attached***
    I received the attached email from Super Arbor claiming it refunded my payment, but my credit card company confirmed today that no such credit was received from Super Arbor.

  • Initial Complaint

    Date:09/12/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 on their website 10/6/2021. Order #**** in the amount of $341.16 which I charged on a credit card. I still do not have the tile and have asked them a total of 4 times to refund my credit card. They send me messages saying my case has been escalated but never give me a refund

    Business Response

    Date: 10/11/2022

    Business Response /* (1000, 5, 2022/09/24) */
    We believe the customer's complaint is valid and we have already escalated this concern to get the customer's order refunded. However, it must be noted that all discontinued and discounted item sales are final and cannot be canceled, returned, exchanged, or refunded after the order confirmation email notification is sent. All canceled orders will have a 20% cancellation fee, with no exceptions. The customer was aware and agreed as part of the Terms & Conditions upon checkout when he/she purchased the items. We would like to ask for your consideration to let us resolve this complaint in our favor and allow us to resolve any other issue(s) the customer may have directly with them.

  • Initial Complaint

    Date:09/12/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    Super Arbor
    ORDER #*****
    Thank you for your purchase!
    Hi ******, we're getting your order ready to be shipped. We will notify you when it has been sent.

    Please note our shipping times vary. It can take 3-10 weeks to ship orders, depends on the item, zip code, number of orders in front of you. Please check the shipping FAQ on our website for more information.

    View your order

    or Visit our store
    Order summary

    File and Rasp Set, 12 Pc. × 1 $11.99

    LARSON Villager 36-in x 81-in White High-View Wood Core Storm Door × 1 $189.00

    Subtotal $200.99
    Shipping $39.99
    Taxes $15.30
    Total $256.28 USD



    Customer information
    Shipping address
    ***********************************************************************************************************************
    United States
    Shipping method
    Standard up to 40 Payment method
    ending with - $256.28

    This order was placed on April 10th 2022 I requested shipping information several times over 4 months and was always told 2 more weeks or by end of month. On August 16th I requested order be cancelled now I'm getting same runaround they are saying they are working on it. The company had no problem charging my credit card on April 10th 2022 but now can't seem to issue a refund. I would like my money returned to me now.
    i noticed numerous similar complaints with BBB Also this company proudly displays on their website that they are a BBB member Logo and all I don't understand how they can do that.
    Again I would like an immediate refund
    Thank You ***

    Business Response

    Date: 09/24/2022

    Business Response /* (1000, 5, 2022/09/24) */
    We believe the customer's complaint is valid and we have already escalated this concern to get the customer's order refunded. However, it must be noted that all discontinued and discounted item sales are final and cannot be canceled, returned, exchanged, or refunded after the order confirmation email notification is sent. All canceled orders will have a 20% cancellation fee, with no exceptions. The customer was aware and agreed as part of the Terms & Conditions upon checkout when he/she purchased the items. We would like to ask for your consideration to let us resolve this complaint in our favor and allow us to resolve any other issue(s) the customer may have directly with them.


    Consumer Response /* (2000, 7, 2022/10/01) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    I accept the resolution and am aware of the 20 percent nonrefundable portion of my order.

    However, I must stress that this was not a discontinued Item, and I will only accept immediate refund.

    Thank You

    Consumer Response /* (3000, 14, 2022/10/18) */
    it has now been over 2 weeks since this complaint was supposedly resolved. I have still not received a refund or any correspondence from Super Arbor.

    Any Help would be appreciated, they have held my money including shipping and taxes for over 6 months!

    Thank You

  • Initial Complaint

    Date:09/12/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Ordered flooring in May and was quoted 4 to 5 weeks. Checked in on the order in late-June and got no reply. Checked in again in July and got no reply. In August I asked them to cancel the order and refund my money because they were DOUBLE the quoted time. They didn't reply. I asked again and they then emailed me for another $100 in shipping. I refused and asked for a refund again. No reply. I have emailed 5 times since with no reply at all. Goods never sent and no contact now. Order information is below:
    I have not been refunded for these orders.
    *************************

    Business Response

    Date: 10/03/2022

    Business Response /* (1000, 6, 2022/09/24) */
    We believe the customer's complaint is NOT valid at this time, and we have already resolved the customer's concern by issuing refunds for both orders: $312.47 for order #***** and $285.99 for order #***** on 9/12/22, which was deposited by the customer's card provider on 9/21/22. We would like to ask for your consideration to close the complaint as the customer's desired resolution of a refund has already been addressed and catered to.


    Consumer Response /* (2000, 8, 2022/09/30) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    My refund hit the bank this week, so I am fine with this EXTREMELY VALID complaint to now be closed.

  • Initial Complaint

    Date:09/11/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 put in an order for flooring 2 months ago but was informed after the fact that it would be months before anything would ship. This scenario did not work for our project. Their website says to submit an email for refunds or cancellation. I submitted an email a week after the order to cancel it and was told that the email was forwarded to customer service. They said I would receive a reply 3-5 day after submission. I've received nothing and have no way to cancel the order or get a refund. It appears many others have had the same issue. My last email again requested cancellation and I received no reply after that.

    Business Response

    Date: 10/03/2022

    Business Response /* (1000, 5, 2022/09/24) */
    We believe the customer's complaint is NOT valid at this time, and we have already resolved the customer's concern by issuing a partial refund of $950.99 for order #****** and $950.99 for #****** on 9/12/22, but the customer still opened chargebacks for both orders for the deductions made in the final refund. We would like to ask for your consideration to close the complaint as the customer's desired resolution of a refund has already been addressed and catered to and the customer is not due anymore refund.


    Consumer Response /* (2000, 7, 2022/09/30) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:09/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 May 23, I ordered 8,745.91 in primarily in flooring and the other was a shower head. Initially the wait time was 2 months, then kept getting pushed out until finally they told me it would be in at the end of October. I was not going to wait anymore since according to their track record that time would get close and they would push it off again. I asked for a refund over a week ago and heard nothing, I instant messaged the company and was told they would let me know when the refund was coming. Then nothing. Order #*****. I would like my refund and I would like them to stop selling things they cannot fulfill. Someone needs to sue this company and if I don't get my money back quickly it will be me.

    Business Response

    Date: 10/11/2022

    Business Response /* (1000, 5, 2022/09/24) */
    We believe the customer's complaint is valid, and we have already resolved the customer's concern by issuing a full refund of $$7125.08 on 9/15/22, which was deposited to the customer's account on 9/23/22. We would like to ask for your consideration to close the complaint as the customer's desired resolution of a refund has already been addressed and catered to.

  • Initial Complaint

    Date:09/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Made a purchase for disher oak flooring on May 20, 2022. Paid $1,688.69. Told item was in stock. Deliver could take 5-10weeks. Made several calls to get status of order and left messages no return call. On June 22, 2022, I receive an email that Disher Oak flooring was running late and would not be delivered until Aug 16-17, 2022. I call and spoke with someone requesting a refund since they did not fulllfil their part of the deal. They assured me it would be delivered in Aug. so I decided to wait. I then checked Home Depot and was told item discount unused. They call manufacturer Home Decorators Collection who said the same thing. So there was no Disher Oak flooring to be had. I called several times and finally got through on Aug 25th because I have not received my order. I requested that I receive a full refund because they could not deliver the product I purchased several months in advance. Rep told me he would forward request to cancellation team. I called back Sep 6 and stated I have not heard from the cancellation team and that I would be reporting them to the BBB. I received a refund notification on Sep 9 in the amount of $1,338.99. They kept 20% of my payment. That is absolutely ridiculous. They kept $350
    and affirm charged me $487.65 in finance charges. So that is a total of $837.65 for flooring that I have never received, nor would I ever. I find this very hard to believe. Please help me right this wrong.

    Business Response

    Date: 09/24/2022

    Business Response /* (1000, 5, 2022/09/24) */
    We believe the customer's complaint is valid, and we have already resolved the customer's concern by issuing a full refund of $1,338.99 on 9/8/22, which was deposited to the customer's account on 9/9/22. We would like to ask for your consideration to close the complaint as the customer's desired resolution of a refund has already been addressed and catered to.


    Consumer Response /* (3000, 7, 2022/09/30) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I did not receive a full refund. The business kept about 20% of amount paid. I paid $1688 and received $1388 back as a refund. When I get a full refund, my issue would be resolved.

    Business Response /* (4000, 15, 2022/10/21) */
    Our refund policy clearly indicates that all orders are subject to 20% cancellation with no exceptions.

  • Initial Complaint

    Date:09/07/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    Bought flooring online in February cost $862 said it would take a few months, fine understood with covid and stuff expected that. Few months pass start getting responses it's gonna take longer okay one extension no problem now it's September still haven't received flooring or a refund which has been requested few times. They keep telling me their team is working on refund which is also a lie. Refund the money! I have several emails I can download and attach as well if needed

    Business Response

    Date: 10/18/2022

    Business Response /* (1000, 8, 2022/09/24) */
    We believe the customer's complaint is valid and we have already escalated this concern to get the customer's order refunded. However, it must be noted that all discontinued and discounted item sales are final and cannot be canceled, returned, exchanged, or refunded after the order confirmation email notification is sent. All canceled orders will have a 20% cancellation fee, with no exceptions. The customer was aware and agreed as part of the Terms & Conditions upon checkout when he/she purchased the items. We would like to ask for your consideration to let us resolve this complaint in our favor and allow us to resolve any other issue(s) the customer may have directly with them.


    Consumer Response /* (3000, 10, 2022/09/30) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    If I knew I was never going to get it I would've never ordered it.

  • Initial Complaint

    Date:09/07/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 ordered 2 cabinets about 5 or 6 months ago and still haven't received it. I called and talked to someone and he told me I would get it by August and still haven't received it. My order number is 9477. I want my cabinets or a refund. I'm sick of waiting for my order and getting a run around from them.

    Business Response

    Date: 10/11/2022

    Business Response /* (1000, 8, 2022/09/24) */
    We believe the customer's complaint is valid and we have already escalated this concern to get the customer's orders refunded. However, it must be noted that all discontinued and discounted item sales are final and cannot be canceled, returned, exchanged, or refunded after the order confirmation email notification is sent. All canceled orders will have a 20% cancellation fee, with no exceptions. The customer was aware and agreed as part of the Terms & Conditions upon checkout when he/she purchased the items. We would like to ask for your consideration to let us resolve this complaint in our favor and allow us to resolve any other issue(s) the customer may have directly with them.

  • Initial Complaint

    Date:09/06/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 placed order# ****** online on 8/22/22. When I received my order confirmation, I saw the order's lead time might be up to 10 weeks. Not wanting to wait this long, I reached out to the company immediately to ask for a cancellation. I spoke to an agent on the phone who told me to email them. I did so and was informed that there was a 20% cancellation fee, with no exceptions. I very clearly, and in multiple communications, explained that I did not want to pay a cancellation fee. I was told that my case was being escalated but I never heard back from anyone other than to say "we've forwarded your request to our team" or "allow me to escalate this concern to our team". The last instructions I gave were to tell them if they could not waive the cancellation fee then to just give me an order status so I could confirm how long I would be waiting to receive my order. That was on 8/30/22.

    Today I received a partial refund for my order. Still, no communication to go along with this from their "team". I was clear that I did not want to pay a fee and if they were going to enforce a fee then I would not cancel my order, but they canceled and charged the fee anyway.

    I want the remaining amount refunded since they completed the cancellation and charged a fee against my wishes. They made no effort to discuss this with me before canceling my order and charging this 20% fee of $405.88.

    Business Response

    Date: 09/24/2022

    Business Response /* (1000, 8, 2022/09/24) */
    We believe the customer's complaint is valid, and we have already resolved the customer's concern by issuing a partial refund of $1,758.00 on 9/5/22, which was deposited to the customer's account on 9/6/2022. We would like to ask for your consideration to close the complaint as the customer's desired resolution of a refund has already been addressed and catered to.


    Consumer Response /* (3000, 10, 2022/09/30) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    The partial refund is not sufficient. There remains a $406.57 balance in the Affirm loan. I will be satisfied by a full refund of this remaining balance.

    Business Response /* (4000, 18, 2022/10/21) */
    Our refund policy clearly indicates that all orders are subject to 20% cancellation with no exceptions.


    Consumer Response /* (4200, 20, 2022/10/24) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    A 20% cancelation fee with no exception is unreasonable and predatory when you hide your lengthy shipping times behind a link and do not plainly communicate them prior to submitting the order. I requested to cancel within minutes of receiving the 10 week lead time for my purchase.

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