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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:10/25/2023

    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 purchased Smartcore Canopy Oak flooring from the vendor online Order #AR721328). The price for shipping 4 boxes was calculated "at the time of checkout". The cost for shipping was calculated at $49.99. Approximately one week later I received an email from the vendor requesting I pay an additional $96.64 for shipping. When I called to inquire about the difference, they said according to the terms posted on their website, they can change the price for shipping at any time. I reluctantly pair the additional costs. When I received the flooring, the product was not what I ordered. I received flooring that looks similar but is not the Smartcore I ordered. I received plain white boxes of a generic/similar flooring but not what I ordered.

  • Initial Complaint

    Date:09/11/2023

    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.
    On 11/2/2022, I placed an online order (order #******) for flooring with this company that advised it will be shipped in 2-7 weeks. After no update from the company was sent regarding shipping or the like, I emailed them on Feb 23rd 2023. This was their response on Feb 27th, 2023 "Hi *******, We're sorry your delivery is running late. Our vendors are working hard to ship as quickly as possible. Current ETA is between the 3rd-4th week of March. We will email you a confirmation once it ships, which will also include tracking information. We apologize for any inconvenience this may have caused. Thanks, Super Arbor Team". Then, after still no response to any shipping information, on 6/6/23, I emailed them to cancel and refund my order. On 6/8/23, this is their response, "Hi *******, We will forward your cancellation request to the team. Please allow them **** business days to review and process this request. In the meantime, please let us know if you have any questions or concerns. Thanks,Super Arbor Team". Again, there was no update given about this refund, so I emailed them about it on 6/27/23, but received no response at all. Then, I called them on 7/23/23 and was told that my call will be "escalated" and I could expect a return response. on 7/23/23, I also sent an email to them asking for them to refund my order and received this reply on the same date, "Hi *******, This is an automated message to let you know that we've received your message. You will hear back from one of our customer agents in the next 3-5 Business days. Thank you for your patience! Super Arbor Team". Again, since there was no response, I called them on 8/28/23, and spoke to ******** there, who advised me that she has no access to my information other than to request "management" to review my claims in "escalations".

  • Initial Complaint

    Date:09/11/2023

    Type:Billing 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.
    DATE: 4-18-2022 / AMOUNT: $898.88, / Business provided nothing. / Ordered 8 - 14 ft. of SM-RIB GALVALUME STEEL 29 GAUGE ROOF/ SIDING PANEL RED. / Business did not try to resolve problem. / ACCOUNT NO. ***** / No advertising. The order has still not been delivered. I called and sent e-mails but nobody has contacted me.

  • Initial Complaint

    Date:08/24/2023

    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 on January 2,2023 and was told delivery would take roughly 90 days. In April I reached out to get an update and was told it would be at the end of may. In June I began to reach out requesting they cancel and refund my order. It has been very difficult to speak with anyone or get responses via email. Each correspondence I have had has taken multiple attempts to make contact. Finally on July 7, 2023 I was told my order was cancelled and should have a refund within ******************************************************************************************************************************** his name and was told the refund would take 20 days from date of cancellation. I still have not received a refund and have again started the process to try and make contact with someone in the organization. My order totaled $938.10. I am not hopeful I will ever see this refunded considering the order was now placed over 8 months ago.

  • Initial Complaint

    Date:08/23/2023

    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.
    Ordered some flooring and they said they didn't have it. Ask for refund and have not heard anything for a month

  • Initial Complaint

    Date:08/16/2023

    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 floors from Super Arbor online at the end of July 2023. I ordered what I thought was SmartCore Pro LVT floors in the color Canopy Oak I since it was discontinued and I needed to finish my house. What I received was not in SmartCore pro boxes (even though they said it was the true stuff). They said they had to repackage it because the original boxes got wet. Contractor tries to install this knockoff c*** and it was extremely difficult to install, nothing like SmartCore pro that we installed in another part of the house. We have leftover boxes of the real SmartCore pro and you couldnt even use it with these floors. Out of 20 boxes used, 8 boxes worth broke. They claim it is real SmartCore pro and it isnt they refuse to refund me because they need the entire order back Hello, we tried to install it and 30% of it broke!!! Complete scam!!!! I am now out $2,000 and then had to go and spend another $4,000 on real LVT to finish the job! This company should be shut down!

  • Initial Complaint

    Date:08/02/2023

    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.
    i ordered flooring through their webiste ************************************** and it was may 2022 and have not recieved product asked for refund serval times. called company and spoke with live person and they assured my refund was approved and still no refund. here is some of the messages that were sent.. also have emailed them twice since may and now they will not respond at all Order #***** Super Arbor <*******************************>You <*********************>Fri 5/12/2023 12:15 PM Hi ********,We have followed up on this request with the team.A confirmation email will be provided shortly once processed.We apologize for the delay.Thanks,Super Arbor Team On Wed, May 10, 2023, at 10:43 PM, *****************************. **** <*********************> wrote:Need status of my refund please??On Thu, Apr 13, 2023, at 04:25 PM, *****************************. **** <*********************> wrote:I would appreciate a response from someone I have even tried to call the office and no answer and no return call.On Mon, Apr 10, 2023, at 09:52 PM, *****************************. **** <*********************> wrote:Im checking on my refund. I still have not received it in my bank account. Can you give me the status?On Thu, Apr 06, 2023, at 03:27 PM, *****************************. **** <*********************> wrote:I still have not received my refund. Its been over 10 business days. Thanks On ******** 11, 2023, at 06:09 PM, Super Arbor <*******************************> wrote:Hi ********,We will forward your request to the team.Please allow them **** business days to review and process this request.In the meantime, please let us know if you have any questions or concerns.Thanks,Super Arbor Team On Fri, Mar 10, 2023, at 06:11 PM, *****************************. **** <*********************> wrote:I would like a refund.On Mon, Jan 09, 2023, at 06:29 PM, Super Arbor <*******************************> wrote:We have left a note in the order to proceed with your request should there be any issues and ask them to expedite the process.As soon as we hear back update on the delivery, we will let you know.Thanks,Super Arbor Team On Sat, Jan 07, 2023, at 03:35 PM, *****************************. **** <*********************> wrote:If i will not be getting my product this month I would like to get a full refund please. Thank you.On Fri, Dec 09, 2022, at 09:53 PM, Super Arbor <*******************************> wrote:We appreciate your patience and understanding.We'll let you know if we see an update on the order.if you don't hear back, please feel free to reach out and we would be happy to assist.Thanks,Super Arbor Team On Thu, Dec 08, 2022, at 05:23 PM, *****************************. **** <*********************> wrote:I would like to keep it for now.On Wed, Dec 07, 2022, at 10:37 PM, Super Arbor <*******************************> wrote:Hi ********,I'm reaching out to let you know that we're experiencing a higher-than-usual demand for this flooring, and unfortunately, your order has been impacted by the delay.We can only ask for your understanding, and we are doing everything we can to get your much-needed box to you as soon as possible. The lead time for this item is between the 2nd-3rd week of January.Please advise us on how you would like us to proceed with the order.Thanks,Super Arbor Team On Wed, Dec 07, 2022, at 12:03 AM, *****************************. **** <*********************> wrote:Just wanted to get update on order status please?? Thanks On Tue, Oct 04, 2022, at 10:22 PM, Super Arbor <*******************************> wrote:Hi ********,Thank you for confirming.Our fulfillment team will update you if we see a significant update in the delivery schedule.Feel free to reach out for real-time updates.Thanks,Super Arbor Team On Tue, Oct 04, 2022, at 01:47 PM, *****************************. **** <*********************> wrote:I do still want the materials i have already paid for it. Just please keep me updated. Thank you On Mon, Oct 03, 2022, at 06:37 PM, *****************************. **** <*********************> wrote:Thanks for response but you state as i was advised oct.I was advised sept not October. When these dates change you should reach out to us and inform us.(...)

  • Initial Complaint

    Date:07/31/2023

    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 made a purchase on-line from Super Arbor on September 2, 2022 fo Hunter Adirondack 52-in **************************** Indoor Ceiling Fan (5-Blade) 2 Order Number is ****** $379.96 Plus tax and shipping for a total of $454.05 Delivery on the fans was delayed past a reasonable date, so I e-mailed and cancelled the order. I have been e-mailing them multiple times (about twice a month) since then. They respond via e-mail that they are working on it, but after 9 months is ridiculous. No merchandise was ever received by me. Tried to call numerous times at ************, but never connect. Call goes to answering recording but they never call back.By the way, this is the second complaint I have made to the BBB and I have never received a response from you either.

  • Initial Complaint

    Date:07/27/2023

    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.
    March 2022 I ordered flooring from this company with no follow up information provided about delays in shipping. After reaching out dozens of times and being told it was "on hold" and "waiting delivery form manufacturing" I filed a BBB complaint against them and was assured by the company and the BBB that it would be handled by the company in question. I gave them the opportunity to correct this and several more months went by. I spent $900 on flooring and now I have asked for a refund, they assured me they would process the refund in "**** business day" and it has now been 45 days. I want a solution to this asap. I would like a full refund. Previous BBB claim details : Complaint ID#: ******* Business Name: Super Arbor

  • Initial Complaint

    Date:07/05/2023

    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.
    On December 30th 2022 I ordered ****** on order ****** for 40 boxes of flooring which was in stock at the time the *** was 2 to 7 weeks. I went back and forth every couple weeks. They would extend the *** date stating it was not in stock and I was not interested in their alternative but they would issue me a refund if I want it. Finally, a few weeks ago I asked for a refund because I was tired of waiting they said they would issue it within 7 to 10 days. I've not received a refund and I am not heard back from anyone. I have 7 months of emails to back up all my claims. You cannot reach anyone via phone and you can no longer track your order status. Item was not discontinued at the time that I ordered it

Builders Co is NOT a BBB Accredited Business.

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