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Business Profile

Building and Construction

Builders Co

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Building and Construction.

Complaints

Customer Complaints Summary

  • 375 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:10/19/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Order for luxury vinyl plank flooring placed on 09/24/2024. Invoice paid on 10/02/2024. At no time was I ever provided with tracking information. I was told via email and phone that the *** would be 10/14/2024-10/18/2024. I called numerous times to ask about tracking and updated ETA and was never given that info. Heard different stories from different ************ to escalate but that never happened. The company canceled the order without any input from me, and now they are refusing to refund my money. Again, the product was never received, the order was canceled by the company, and they are refusing to refund my money. Thank you for any assistance you can provide.

  • Initial Complaint

    Date:10/14/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 some vinyl plank flooring on July eighth this year from super arbor. It was a discontinued product and this company said they had stock of. Dont hear anything for a couple weeks. Contacted them for an update and was told they were very busy. After a month I contacted them again with no results. After two months I told them I needed my product or a refund. They then told me they cant get the product and wanted me to pick a different one which will not work for this situation. Ive done some research about them and am finding lots of bad stories about this company. Thats why Im contacting you for some help.

  • Initial Complaint

    Date:10/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 an order for flooring from SuperArbor on 8/24. They received my order and when I inquired about the order on 8/29 I received a response stating that they had received my order but that it took 14 - 15 business days to prepare the order for shipping. I have contacted them numerous times regarding this order and all I receive in response are promises that they are working on fulfilling my order. It is now 10/8 and at this point I have lost all hope of receiving my flooring.

  • Initial Complaint

    Date:10/02/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    They don't have product, they arbitrage if they can and it ships from **********, Menards, Lowes, etc. They have ominous terms, such as minimum 7 weeks to order, they charge additional shipping etc. If you cancel, they automatically get 20% of the amount. THEY WANT YOU TO CANCEL.They will not ship your product, wait for you to get frustrated, then cancel and they get paid. This appears to be dispute-proof. **************** will never call you. Wait times are 95 minutes+. The chat agent will continuously tell you that "the fulfillment team is working on your order."The way around this is two-fold:1. Wait long enough for the original authorization hold to expire (perhaps your card company can help identify it); and 2. Change your card number/cancel your card so they can't re-charge you.When I told them (after 9 weeks) that they were unable to fulfill and my order is null and void, they said to document this cancellation by sending an email to ******************************** I ignored it.They then followed up and said I wasn't due a refund because the authorization hold had expired.

  • Initial Complaint

    Date:08/28/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Order for flooring through super arbor or arbor homes was placed on 7/10 after confirming item was in stock and a date range of delivery from sales agent on phone of July *****. Payment was made at time of purchase, company accepted my money. Since then there has been three delays in my order, latest of which specified a date range of Aug *****. It is now Aug 20th and I still do not have my product. After countless attempts to communicate with customer service and the single *************************** that has been made available to me, I have not been provided with any tracking information for my order nor will super arbor representatives provide me with the transportation companies information so I can communicate with them directly. At this point when I call and ask for a supervisor, I am told by the agent that he is always unavailable and she can only request a call back for me. After initiating this only option they give me, the supervisor ***** is now refusing to call me back to update me on the order and discuss my discontents. It has been over a month since my order was placed and moneys were collected by the company. I have been told that it is on the way for over 3 weeks now. I have been told it is coming from multiple different fulfillment centers and the story is never the same. As a customer, it feels helpless and like my money and product is being held hostage.

  • Initial Complaint

    Date:08/22/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 spoke to this company's sales **** and was told the tiles would ship in 3-7 business days. That was on July 27. I emailed on 8/3 and was told they have many orders ahead of mine and it might be 2-3 weeks before I would receive my order. On 8/5 they asked how they should proceed and I instructed them to place the order. Their email indicated the order would be delivered by 8/26 at the latest. I have emailed five times since 8/3 and the only reply I received was on 8/5. I tried calling twice and got a message that there was a 95 minute hold time. No one has emailed or called with a tracking number and I have asked many times for an update. It is clear that with 500+ grievances this company is a scam. They sell items they don't have and never communicate with the customer. Why isn't this company shut down for deceptive business practices? Why is it on the customer to bear the bulk of the aggravation and cost of doing business with them? I now have to contact the credit card company to fight for my money and wait until the bank decides to return it. This is a known offender so why are they still allowed to do fraudulent business? Can BBB file charges against this scam company?

  • Initial Complaint

    Date:08/13/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    After purchasing a tool kit at super arbor website, i received an email order confirmation and receipt for $148.99. 4 days later, with no further notification, i contacted them via chat. they were "confused" about what tool kit my order was. I sent them a copy of their email.Two more requests for an order update, and they sent a demand for further payment increasing the price to $199.The is an obvious bait and switch tactic, indicating fraud. see the attached screen shot for validation

  • Initial Complaint

    Date:08/06/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 placed an order for flooring on April 5th. We reached out via phone and email to receive status updates about the product we ordered. The communication was terrible and we were never allowed to speak to anyone in fulfillment or billing. After our delivery date was rescheduled 3 times, we asked to have the order cancelled and our money refunded on June 11th. They approved it and asked us to wait 7-10 business days. It is now August 6th and we still have not received our refund. This company is a scam and should not be allowed to operate.

  • Initial Complaint

    Date:07/16/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 February 22, I ordered what I believed would be a laminate floor to be delivered decently promptly $1556.22. A week later, I called a phone number and sent an email inquiring when my floor would/was going to ship. I heard back on March 1 via email saying their vendors were working hard on getting the floor shipped to me. Ive been asked for a phone number that I could more easily talk to somebody about this order. I was given the runaround. On March 9, I received an email after no correspondence that I owed an extra $516.06 for freight shipping. I called the company because why would you not charge shipping rates initially, nobody ever called back and I stupidly just accepted the fee because I wanted my floor. Which I believed to be discontinued at ***** nearby. One of my rooms has laminate flooring, and I wanted the same laminate flooring throughout the whole of my basement. On March 11, I was told my order was in process, but at this point I had started to become very skeptical. I then started to read reviews online about this company that I stupidly bought my laminate floor from. Everybody online is saying exactly what Im saying here, that this is a hoax of a company and they just steal your money and give you the runaround. I then finally spoke to somebody on the phone and told them I wanted my order canceled and she said she would cancel it for me. This did not happen. Ive been opened a dispute with my bank and now after 120 days of something not happening with the dispute and **** regulations they have replaced the charges on my card. So now I have paid over $2000 again for goods that were never received. I have tried to be in contact with the company asking when I would receive my credit for the order I canceled in March, with no response. I am not wealthy and I really would like my $2000. I have all of my correspondence and can provide all of that when needed.

  • Initial Complaint

    Date:07/11/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 ordered tile a month ago There was an extra charge for shipping and we were told they would let us know when it shipped. We are still waiting for the confirmation of that

Builders Co is NOT a BBB Accredited Business.

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