We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/05/2022

    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 flooring July 18, 2022 I used affirm to make my
    Purchase. I was then contacted days later for additional freight shipping. Which seemed odd to me that it wouldn't be included within the initial order. I asked for document stating the freight charges. All that appeared was an additional charge of 100.00 which I declined to pay. I felt it should have been included in my order initially. I told company to cancel my
    Order and the representative told me it wasn't fully processed since I needed to pay extra shipping. He stated it would be sent over to refund department. I just got notification from affirm
    Where super arbor made an adjustment to payment. They are trying to charge me 87.00 for product I never received and advised to cancel since it never processed. I expect the charges to be fully refunded to affirm.

    Business Response

    Date: 09/16/2022

    Business Response /* (1000, 8, 2022/08/29) */
    We believe the customer's complaint is valid, and we have already resolved the customer's concern by issuing a partial refund of $481.99 which was deposited to the customer's account on 8/3/2022. 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.

  • Initial Complaint

    Date:08/04/2022

    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.
    Placed order #***** with this company back on July 5 2022 for over $1,600 in flooring. We were told that we would be receiving the product in 2-3 weeks. Once two weeks had passed, I called on July 13 to get a status update. We were told that the product hasn't shipped yet but was "in fulfillment" and we should be getting it sometime the 2nd week of August. Seeing that is next week, I called today to get a status update on my order. I was reassured for a 3rd time that this is in stock but was told 6-8 weeks now. If it is indeed in stock, I just want it shipped. If not, then I want my money back.

    I called the Sunnyvale, CA police and talked to Officer ***** (************) who is telling me that the address (per what the BBB shows) is a fictious address and that the PH# is actually listed to a residential address two cities out of Sunnyvale....and this this is a scam. So I think the BBB should be reporting this to the FBI since this scam is crossing state lines.

  • Initial Complaint

    Date:08/04/2022

    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 placed an order on March 7, 2022, for a workbench costing $537.99. My credit card was charged immediately. I didn't know until after I placed my order that delivery would take 3-10 weeks. After about 9 weeks (May), I followed up via email and they said it would be a few more weeks (June). Then it was delayed a few more weeks (July). Then I did a bit more research and learned that the product had been *discontinued* by the manufacturer a few months prior. Maybe Super Arbor didn't get the memo because they kept trying to assure me that I would still receive it. By this time I was fed up and decided to buy a different product elsewhere.

    On July 9, 2022, I requested a full refund and was told it would take 3-5 days to process. On July 20, I asked about it and received no response. On July 22, I asked again. They said they "followed up with the team" and I should receive a confirmation email shortly once processed. Today, August 4, about four weeks after my initial request, I have still not received a refund.

    Also, their website shows the "BBB Accredited" emblem, and when I came here to the BBB website it says they're not accredited. Super Arbor should not advertise false accreditation.

    Business Response

    Date: 09/01/2022

    Business Response /* (1000, 9, 2022/08/29) */
    We believe the customer's complaint is valid, and we have already resolved the issue by processing a refund of $537.99 on 8/6/2022. 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 /* (2000, 10, 2022/08/22) */
    I received a full refund on August 20, 2022. This resolves the first part of my complaint. Regarding the website claim of BBB accreditation, as of today (Aug 22), the Super Arbor website still includes this claim, even though they are not BBB accredited.

  • Initial Complaint

    Date:08/03/2022

    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 Sep 9th 2021 I placed and order with Super Arbor #**** for 3 boxers of flooring. I was understanding with supply chain issues and was told 2-3 weeks the order would be shipped. I emailed them on Nov 1, 2021 and was told 3-4 weeks my order would be shipped. I then heard nothing from them and no shipping conformation. On Mar 25, 2022 I emailed and was told the expected shipping date would be April 20-27. I checked the flooring company's website and they do not even offer that flooring anymore so i assume they were never gong to tell me, just keep my money which i paid 313.07 USD in full when I placed my order. On JUL 19, 2022 I emailed asking for a refund for my order. I was told they would process my refund in 3-5 business days. it is not Aug 3, 2022 and i have not received a refund. My emails to them go unanswered. I just want a refund for my order so i do not have to deal with this company anymore.

    Business Response

    Date: 09/27/2022

    Business Response /* (1000, 8, 2022/08/29) */
    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, however, understand the customer's frustrations and 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, 2022/09/07) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I was told in early August they were going to refund the purchase. Have not received a refund and further emails I have sent went unanswered. Still no refund.

  • Initial Complaint

    Date:08/02/2022

    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.
    On 1/28/22 I ordered $271.70 worth of flooring tile from this website with an initial delivery date of 3-10 weeks. I have not received the order as of 8/2/22. Over the past 7 months, Super Arbor has not made any effort to contact with me. Any updates regarding my order have only followed my inquiries via email or phone on 8 separate occasions. I have received no explanations regarding the delays, only vague responses such as, "We're sorry for the delay. ETA is 2-4 weeks." Additionally, after I initially requested to cancel my order on 6/20/22, I received an invoice the next day for an additional $173.20 for freight shipping, with no estimated delivery date (I did not pay this and my requests for clarification have gone ignored). I have now submitted 3 requests to cancel this order and Super Arbor has not honored them or made any effort to remedy the situation. My goal is to report them as potential scam (already submitted) and be refunded the $271.70.

  • Initial Complaint

    Date:08/02/2022

    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.
    05/10/21 Order in the amount of $336.61 was placed online and I was charged for it.
    Lead time continued to be extended, I reached out in March of this year and was not given a response.
    07/13/22 I reached out again, did receive correspondence. They asked if I would like a refund or keep the order and I stated that I would like the refund. The individual asked that I send an email request for refund to their customer service address, which I did the same day. The individual confirmed the request was received, and that it was forwarded to their team, and to allow 3-5 business days to review.
    07/25/22 I reached out, and let the individual that was helping me that I had not received a refund and I was told they had followed up with their team, once processed, I would receive an email confirmation.
    07/28/22 I again reached out, letting them know I had not received my refund and that this needs resolved immediately or I would be contacting the BBB, and that 11 business days prior I was told 3-5 days. I was told this had been escalated to the team in high priority, and I should receive a confirmation email shortly.
    07/29/22 I reached out again and let them know I had not received correspondence or confirmation. No response was given.
    08/01/22 Immediate status of refund was requested by myself, and was told they had followed up with their team and requested this to be tagged as urgent.
    08/02/22 No further correspondence.

    I am afraid I cannot find the order confirmation email, but I can however provide a copy of the associated credit card statement if needed.

    Business Response

    Date: 08/23/2022

    Consumer Response /* (2000, 9, 2022/08/18) */
    Claim has been resolved after notifying company that BBB was contacted.

  • Initial Complaint

    Date:08/02/2022

    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 two mirrors (order#****) on 11/16/21 for a total of $433.21 USD.
    -I messaged in December about my order and was told it should ship in 3-4 weeks.
    -On 12/22/21 I received another invoice for an additional $261.36. When I messaged, they said the price of the item went up. I requested a refund due not agreeing to the new price.
    -I was told on 1/14/22 that a cancellation request was submitted.
    -All future correspondences of mine have been ignored and the the money has not been refunded.

  • Initial Complaint

    Date:07/31/2022

    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 flooring on 6/5/22 from Super Arbor's website-order # ***** for $5485. I emailed them on 6/6/22 requesting an estimated delivery time because I had time limitations which required a reasonable delivery date. They responded with an estimated 4-6 weeks for delivery. I emailed them 6 weeks later on 7/19/22 at which time they updated the estimate to an additional 5-6 weeks, which is well beyond the timeline of my project.
    I requested a refund on 7/19/22 and was informed that my request would be reviewed within 3-5 business days. After multiple emails and requests, I have still not been updated on the status of my request and have received what seems to be automatic responses with no included information. Without knowing the status of my request, I am unable to choose a different product and my project has come to a standstill, resulting in lost revenue of my business.

  • Initial Complaint

    Date:07/29/2022

    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.
    3/4/22 - ordered flooring and received confirmation email stating 3-10 wks for shipment
    3/22/22 - I reached out for an update
    3/24/22 - response was 3-5 weeks ETA
    6/14/22 - product still hasn't arrived and I reached out again for updates and asked to cancel order for refund
    6/20/22 - response asked for 3-5 business days to process refund
    6/29/22 - refund not processed and I asked for an update
    6/29/22 - response said We have alredy followed up on this request to the team. A confirmation email will be provided once processed.
    7/19/22 - still no refund and no further communication so I reached out once again for an update
    7/29/22 - still no refund and no further communication so I reached out once again for an update

  • Initial Complaint

    Date:07/29/2022

    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.
    The Company is a scam operation. They have multiple complaints with the BBB. Buyers never receive their purchases. Their website says cancellations & returns are allowed. They didn't give me a full refund. Initially I was told I'd receive a "Credit" only, not a refund. I challenged them because they're a California company and California law entitles buyers a full refund. It's illegal to issue a "credit only." They issued me a partial refunded of $323.20. I should and need to be refunded 100%. Thank you *****************

Builders Co is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.