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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

  • 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:08/20/2022

    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.
    Ordered this grill and waited over a month and contacted Super Arbor. They informed me that the order was pushed back one to two months. I asked them to cancel my order. I received an email that I would be refunded in 3-5 days. That was over a month and a half ago. I have not heard from them since and received no refund. Company has BBB accredited on their website but they are obviously far from that!!

    Business Response

    Date: 09/15/2022

    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 ****************** 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.

    Business Response

    Date: 10/03/2022

    Business Response /* (1000, 8, 2022/09/15) */
    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.

    Customer Answer

    Date: 02/01/2023

    This case has not been resolved. I have still not received my refund!!

  • Initial Complaint

    Date:08/18/2022

    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.
    My wife and I ordered flooring in March 6,2022. The amount of $774 was deducted from our bank account the next day. A text message came through saying they would contact us us in 3-11 weeks with shipping information. We waited about 13 weeks to contact them through their website. A generic email response came back saying someone would contact us soon. The next day another generic whisk said 2-3 more weeks. We waited four weeks to email them again and received the same generic response. Finally in June, we found a phone number on the website,spoke to someone who once again said 2-3 weeks. Now it is late August and we have yet to receive any further information.

    Business Response

    Date: 10/11/2022

    Business Response /* (1000, 8, 2022/09/15) */
    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, 2022/09/22) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    The company had once again left us in limbo and told us that they will redound to us in regards to a refund in 3-5 days and that was on September 5,2022. It is now September 23,2022 and we have heard nothing further regarding the refund.

  • Initial Complaint

    Date:08/18/2022

    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 ordered a dishwasher from this company almost a year ago and never received it. At purchase, they informed me that shipping may take up to 10 weeks. As time went on there kept being excuses and I kept getting the runaround as to when I would get my product. The total cost that I paid including shipping was $1,100. I've asked for a refund three times already and I keep getting told that someone will contact me in 3 to 5 days and that this matter is being escalated to management but nothing happens. All I want is my money back for a product that I never received.

    Business Response

    Date: 09/13/2022

    Business Response /* (1000, 8, 2022/09/05) */
    We believe the customer's complaint is valid, and we have already resolved the issue by processing a refund of $1,120.41 on 8/25/22. 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, 10, 2022/09/12) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    The refund was issued and the situation was made right

  • Initial Complaint

    Date:08/18/2022

    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 on 3/31/22. Order #****, $696.50 paid in full using a credit card. Was given a 3-10 week delivery window. I inquired about the order after 10 weeks via email and received a response that I would receive shipment in 4-5 weeks. After 5 weeks I inquired about the order again via email and the response was 4-5th week of August. I replied the new timeframe was unacceptable and requested a refund. On 8/9 they responded that my card would be refunded in 3-5 business days and provided a receipt stating my card was refunded. As of today 8/19 I still have not received the refund. Attached are images of receipts and false claims of the business being BBB accredited. I can provide images of the email correspondence if requested.

    Business Response

    Date: 09/13/2022

    Consumer Response /* (2000, 9, 2022/09/06) */
    Filed a dispute with my credit card company then a refund was issued.

  • Initial Complaint

    Date:08/18/2022

    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 ceiling tiles from a company and they said they were in stock. I purchased them 4/7/2022 and they said they were in stock. It is now 08/18/2022 and they have not sent the items. I questioned where they were several times and was told each time it was just a few more weeks. I asked for a refund over two weeks ago and keep sending inquiries about my refund and I am told it is still in processing. I had to purchase the items from another vendor and I just need my money refunding. The company did not hold up their side of the agreement and they will not complete my refund. My order number is #****. I want a full refund because I gave them more than enough time to complete the order.

    Here is the purchase from my account
    Search Results
    Date Description Withdrawals Deposits Balance
    04/07/2022 DEBIT CARD PURCHASE XXXXX**** ********************************
    $501.11 $7,485.52

    Business Response

    Date: 09/15/2022

    Business Response /* (1000, 8, 2022/09/15) */
    We understand the customer's frustration but we believe the customer's complaint is NOT valid at this time as the customer also recently opened a dispute with their card provider on 8/30/2022. Typically, any refund is put on hold when a dispute is opened until a resolution is reached. After we submit a formal response to the customer's card provider, we ask for your consideration to close this complaint as the customer's concern is already being addressed directly with the customer's card provider.


    Consumer Response /* (3000, 10, 2022/09/21) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    The company has stated they will not refund my money until I drop the complaint with my credit card company. I don't see why I would drop any complaint BEFORE my money is refunded. This company has failed to send the items in a timely manner or process my refund in a timely manner. I do not feel like I can trust them to follow through if I drop the disputes. As soon as they refund the money fully, since none of this is a failure to perform on my part. I will drop all disputes. I am frustrated and disappointed it has had to come to this over a simple refund for items that were never received.

    Business Response /* (4000, 18, 2022/10/21) */
    This was disputed with the financial institution.

  • Initial Complaint

    Date:08/18/2022

    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.
    Back in March 2022 my husband and I placed an online order to Super Arbor for some flooring. The original arrival date was stated as 3-11 weeks. Five months later we have yet to receive our product yet the $775 we're deducted from our account immediately after we placed the order. We have emailed and called this company and continue to get a generic email or verbal response that states 2-3 more weeks until our product will be delivered. At this point we would like a full refund for our order.

    Business Response

    Date: 09/23/2022

    Business Response /* (1000, 8, 2022/09/05) */
    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:08/17/2022

    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 flooring from Super Arbor on Feb 26, it says 3-10 weeks to receive the item. I waited this period of time and didn't receive the flooring. On 26 May I requested to cancel my order and give a refund for the purchase, after allowing more then enough time for the company to get the flooring sent out. On 1 June I messaged again to cancel my order and refund my money for the purchase and then a third time in the 15th of June. They finally processed the cancellation, but after four contacts to the company, I have not received a refund. I called again today and they can't resolve the refund issue, so I am reaching out to get assistance resolving this problem. I have all the email communication from the beginning of this purchase. Thank you ****

    Business Response

    Date: 09/23/2022

    Business Response /* (1000, 8, 2022/09/05) */
    We believe the customer's complaint is not valid at this time, as we have already resolved the issue by processing a refund of $598.72 on 8/6/22 for order #****, while the other order #**** was canceled and refunded on purchase date. 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:08/17/2022

    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 LVP flooring online on July 27th for $5319.27 (Order#*******/*********). Their automated confirmation email committed to delivery of the product by August 3rd-10th. I never received a shipping confirmation. On August 4th I requested that the order be cancelled and that I receive a refund. They responded that they would resolve this issue within 3-5 business days. After no response within that period I followed up via email and phone call and was assured the request would be escalated. It is now August 17th and I've received neither the product nor the status of my refund request.

    Business Response

    Date: 09/23/2022

    Business Response /* (1000, 8, 2022/09/05) */
    We believe the customer's complaint is NOT valid at this time as the customer recently opened a bank dispute on 8/20/2022, three days after the customer also opened a BBB complaint. The customer is only eligible for a partial refund with a 20% cancellation fee that applied on the partial refund already issued on 8/18/2022. We have already submitted a formal response to the bank and we are still waiting for a resolution to be reached. Thus, we ask for your consideration to close this complaint as the customer's concern is already being addressed directly with the customer's bank. Typically, any refund is put on hold when a bank dispute is opened and until a resolution is reached.

  • Initial Complaint

    Date:08/16/2022

    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.
    On 4/20/2022 I placed an order through superarbor.io for flooring, at a cost of $773.49
    I did not receive a confirmation email so reached out in May and was told that my order would be received and should ship in 4-5 weeks. Order number is #***** which was a red flag in itself.
    I followed up again in June, was told my order was running late and would ship in 3-4 weeks from that time. I followed up again in July and was told it would be shipped in August at which point I requested a refund. On July 18 I was told that my request would be sent to the 'team' and to allow 3-5 business days for a response. July 30 I followed up on my return, was told it was 'still in progress'. August 4 I followed up again, was told the same thing, and again August 16.
    It is very clear that I am not going to receive a refund on this item. This company is selling products that it does not have and is a complete fraud. The phone line is disconnected at this point. The one time I did speak to someone, they were extremely rude and defensive.
    Please help!

    Business Response

    Date: 09/05/2022

    Business Response /* (1000, 8, 2022/09/05) */
    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:08/16/2022

    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.
    Ordered a door October 2021. It was not received several months after placing order, order was canceled. Many requests have been made with no resolution after many attempts. Company stated we would be reimbursed but no communication now from them.

    Business Response

    Date: 09/23/2022

    Business Response /* (1000, 8, 2022/09/05) */
    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.

Builders Co is NOT a BBB Accredited Business.

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