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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:03/21/2023

    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.
    Dear Super Arbor Customer Service,I am writing to express my deep disappointment and frustration with your company's handling of my recent purchase. On December 20th, 2022, I placed an order with Super Arbor for a product that I was eagerly anticipating. However, as of March 21st, 2023, I have yet to receive my item.When I first reached out to inquire about the delay, I was told that there had been some issues with shipping and that my item would be sent out shortly. However, after waiting patiently for weeks, I received no further communication or updates from your company.To make matters worse, I recently received another invoice from Super Arbor for $499, despite having already paid the original invoice which included a shipping fee of $39. When I attempted to reach out to your customer service team to address this issue and request a refund, I was met with silence and my emails were ignored.As a customer, I find this level of customer service unacceptable. Not only have I been left without the product I purchased, but I have also been charged for the item and have been unable to obtain a refund.Sincerely,

  • Initial Complaint

    Date:03/10/2023

    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 placed an order on 1/8/2023 the order number is ******. The total was $393.47. I have made several calls to find out what was taking my order so long. I have been told it was taking the maximum delivery time of **** weeks, Ive also been told that order are backed logged. The one time I called I even asked to make sure my total would not change and was told no my total was $393.47. The last time I called I was told my order would ship the 2nd or 3rd week of March. That I would get an invoice in my email to pay since my affirm payment is no longer there due to the long wait for the order. I got that invoice 2 days ago and now that total says$ ****** changing my shipping from $39.99 to $149.00. I called today and got the most unprofessional manager I have ever spoke to. Especially since I am a manager in the customer field myself. He told me there was nothing he could do that the original order amount wasnt valid. He was rude and did nothing to try to solve the issue. I can not believe you have someone working for you that is this unprofessional. He immediately canceled my order after I hung up on him. I still have the original email confirming my order with the price of shipping. There is nothing stating that this total or shipping can change.

  • Initial Complaint

    Date:03/10/2023

    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.
    In November 2022 I made a purchase to Super Arbor in the amount of $2678.16. I canceled the purchase within 12 hours. Unfortunately, they never canceled the order on their end and the funds were withdrawn from my account. I informed my credit union of the issue, and they tried disputing the charge but weren't able to. The dispute was closed within a week. I reached out to Super Arbor to move forward with the refund, and they stated per their policy it can take up to 50 days. It's been over 50 days (4 months) and they haven't responded to any of my emails or returned any of my calls. I've provided documentation from my credit union stating the dispute was closed but still no luck, their last response was January 9th.

  • Initial Complaint

    Date:03/09/2023

    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 ordered 8 boxes of flooring from superarbor.io for $529.95 on Dec 10, 2022. Told initially 2-7 weeks shipping due to holidays. Confirmed by phone flooring available. Email few weeks later and they said 6-8 weeks. Contacted later and said late Feb. Contacted late Feb and said late March. Vague explanations. I told them to cancel and refund and they refused saying product was discontinued and since they had given me an "order #******", I could not cancel or refund. Said it was their policy. I tried on multiple occasions to call but either got voicemail full or leave a message. Went to BBB and found this was SOP for superarbor. Dozens of people had never been refunded their money and no products delivered, no answer to calls. I contacted **************** and asked for them to pursue refund also. My last contact was **** and told (again) they could confirm shipping **** or ****. This was my 3rd or 4th shipping date.

  • Initial Complaint

    Date:03/08/2023

    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.
    September 19, 2022 we ordered feed thru panels from this company. They were on back order and continued to be delayed which we understood with the shortages. Then finally in December after they delayed them again we asked for a refund of our money and we would find them somewhere else. I have continued to email them weekly asking where our refund is and they continue to say they are processing the return. I have never seen any money.

  • Initial Complaint

    Date:03/06/2023

    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 January 13, 2022 I purchased some stair risers from their online store. They stated it will be shipped within 6-8 weeks. After two months I emailed them and they said it will be another 30 days. This went on every month till December 2022 then they said it is no longer available. I told them just to refund my money and they said they would. Again I have emailed them for the last three months and they still have not refunded my money even though they said they would. ORDER #**** in the amount of $606.27

  • Initial Complaint

    Date:03/05/2023

    Type:Delivery 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 12/3/2022 I ordered flooring (**********************************************************************************************************************************************************************) totaling $405.44 which was not marked as discontinued at the time and is currently for sale on their website with no mention of being discontinued or final-sale. In addition, in their description of discontinued items states they are also final sale or not returnable. This flooring states that it is returnable for 180 days. The delivery timeline in my confirmation stated 2-7 weeks. After a few weeks I emailed asking for an update on the delivery time. They told me the flooring will not be available until the end of February but management offered 2 other options instead. Both options were more expensive than the flooring I ordered. This was suspicious to me but when I asked for my order to be cancelled, I was told the flooring is discontinued and final sale. I opted to receive the flooring with the later delivery. Feb 3rd I asked for an update on the flooring and Feb 6th was told it was still to be shipped at the end of Feb, but soon it was March 1, 2023 and I had not heard from the company and did not have my flooring. When I emailed for an update, I was told it would now be sometime in April that they believe the product will be shipped. Again, I asked for a refund and was denied. This company is advertising the sale of flooring which they can not deliver, offering alternatives which are more expensive and refusing to return money when the consumer does not take the more expensive option.

    Business Response

    Date: 03/20/2023

    We believe the cardholders complaint is NOT valid at this time as the customer purchased a final sales item, and we are doing the best from our end to cater to the customer's ********************** concerns despite the supply gap and fulfillment from the manufacturer/vendor.  We would like to ask for your consideration to reverse the complaint  in our favor and allow us to resolve the issue directly with the customer first.

    Customer Answer

    Date: 03/20/2023

     
    Complaint: 19543724

    I am rejecting this response because: They are not selling the flooring as a final sale item, not when I purchased it and not even on their website at the time of submitting the complaint months later.    

    Sincerely,

    *****************************

  • Initial Complaint

    Date:03/04/2023

    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.
    Super Arbor Team recall order #****:*Order date Saturday, 22 January 2022 amount $1,909.16 Natural Timber Chestnut 8-in x 48-in Porcelain Wood Look Tile (Common: 8-in x 48-in; Actual: 47.4-in x 7.72-in)*Monthly update request via phone and email *Monthly stated shipping dates by Super Arbor Team failed *15 October 2022 Order cancellation requested *15 November 2022 refund invoice issued by Super Arbor amount $1,909.16 to account ending *20 January 2023 demand for refund issued to Super Arbor due to non payment of refund *On Mon, Jan 23, 2023 at 5:35 PM Super Arbor <*******************************> wrote:Hi ******, processed.We apologized for the delay.Thanks,Super Arbor Team *To date, refund is delinquent 3 March 2023 Notice of Intent for recovery of delinquent refund in the amount of $1909.16 *File documents forwarded to ****************************** ***************************************************************** *Complaints to be filed with the appropriate **************** and Federal authorities for deceptive trade practices and felony theft per individual(s) ***************************************************************************** *To date the merchandise is still offered for sale at your website >end<

  • Initial Complaint

    Date:03/02/2023

    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.
    In December of 2021, I had ordered 3 cases boxes of laminate flooring and did not get any updates on my order for 2 months. I reached out and have been getting the run around on the dates all year (2022). First it was mid April then late June, then mid October. By October, they told me to request a cancelation and I did. It was supposed to take 3-5 business days but that did not happen. I followed up several times and still have not gotten back to me. I have tried calling with no answer. I have been patient and understanding but this has gone on for far too long. I read a few comments from others that are experiencing the same issues. I left a negative review on ****** 2 months ago and that finally got their attention. They sent me an email 02/21/23 that asked if I would revise my review to let people know that they made things right and that they would give me a refund that day. I replied back saying I would gladly update once I have my refund in my bank account. Their next reply told me to DELETE my review first and then they will release my refund. I simply replied back saying I will only update the review once I have been refunded because I can't update the review saying they made things right if they gave not fulfilled their promise yet. The next email said this: "This has been escalated to our management team and we can only release the refund once the review has been taken off.This is only valid for today. Unfortunately, that's the only way to go.Please let us know if that has been taken care of on your end so we can provide you with the end of this bargain." Super Arbor is holding my refund hostage until I removed my HONEST review. This is completely unprofessional and a horrible business. I only have TODAY to accept their "bargain". I have deleted my review in order to get my refund, but I do not trust they will go through with it. I have emails as proof. Order: #**** Total: $268.05 Order placed: 12/22/21 Refunded Requested: 10/11/22

  • Initial Complaint

    Date:02/28/2023

    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.
    On October 10, ************************************** the amount of $2,249.10. I received an order # stating my order has been placed and is getting ready to be shipped. It was originally scheduled to take 2-7 weeks for delivery. On November 11, 2022 I emailed the company to see if my order had been shipped out yet. The company responded stating that there was a delay as the product was back ordered and would not be ready until late December. The company asked if I wanted a replacement item. Since this product was meant to match my existing flooring I stated I would wait for the original order. On November 14, 2022 the company acknowledged that I would wait. On December 14, 2022 I asked for an update. On December 14, 2022 the company responded stating it will be late December. On January 4, 2023 I asked for an update. On January 7, 2023 I was told the *** is mid February. On February 27, 2023 I asked for an update. On February 28, 2023 I was told "they were experiencing higher-than-usual demand" and the *** is late April. On February 28, 2023 I asked for a refund. The refund was denied based on me ordering a confirmed discontinued item considered as a final sale therefore they can't cancel the order. I replied that when I originally purchased the order it was not confirmed discontinued and that over the course of the last 4 months they led me to believe the product was still available, just delayed. The company replied that they forwarded my request to their team and to allow **** business days to review the request. I replied with a demand to be refunded.

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