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Business Profile

Building Materials

Builder Partner Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Building Materials.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 12 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:12/09/2024

    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 flooring for my home. It took an extremely long time to come, which was frustrating, after over a month or 2 it finally came. When it did finally come, they placed boxes of our flooring on top and then beneath it was the completely wrong kind. Not the right brand OR color. They came to pickup the flooring and promised to issue a refund. We placed this order in July and it is now December and they still have not issued the refund. This company stole from us and it was a lot of money. I am shocked at how a company can get away with this. There is no way to contact a manager directly and the call center keeps telling us that someone will call back and no one does. AVOID AVOID AVOID. Trust me. This company will steal your money.

  • Initial Complaint

    Date:09/06/2024

    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.
    On June 21st, 2024 I ordered 110 feet of vinyl flooring at a total cost of $1,642.83 (paid by credit card on July 9th, 2024). - This order has not been fulfilled. - Originally, I was informed that the flooring would be delivered on July 18th it was not (wasting a day off work to make sure I was there to receive). - They then sent an e-mail stating delivery on July 19th between 2pm and 6pm. - I arrived home at 1:45pm to find 1 roll having a length of 22-feet had already been delivered and left outside in the rain (picture attached). - This represents less than 20% of what I ordered and paid for and is of no use to me whatsoever. - I contacted their customer service at ****** that day and was assured the balance of my order would be delivered by 6pm this did not occur. - Another wasted half a day off work. - After 6pm that day, I e-mailed them to cancel the order and issue me a refund. At the same time, raising a dispute with ********* about this transaction. - Initially, I was informed that they could not cancel the order because the balance of the order was in shipping this did not occur and was clearly a lie. - I have repeatedly requested a refund: - They requested I provide them notice on when the part shipment could be picked up this was done immediately and they have since picked this up.- After filing the dispute with ****, they stated that if I wanted my refund more quickly (this is an admission of culpability) then I should drop my dispute with ****. - I refused to do this these people are fraudsters. - I have also reported them to the ****** additional to the information already provided, I have attached copies of my email communications with them. I am asking for nothing more than to be refunded for goods that I have NEVER received (I now believe that the partial shipment of my order was only made to deliberately muddy the waters in receiving a refund). Sincerely, ****** ***** 09/06/24

  • Initial Complaint

    Date:09/02/2024

    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.
    All around, just an absolutely ridiculous first time experience with this company.I ordered two vanities, picture of the product from website provided. 51 days after my purchase, my item was finally ready for delivery. I was excited to finally have an update, only to find out that SuperArbor "misquoted" my shipping charges and wanted an additional $219 for delivery. I wasn't even called or emailed to be notified of this, I was sent an email with an invoice to be paid!!I did not want to pay this additional amount, but was told if I were to cancel that I would have to pay a 20% restocking free. It took days to get replies, and ultimately I was forced to pay an additional $119 for delivery.Once I received the item, I noticed that it looks nothing at all like the photo online. You can tell from the provided photos that it is significantly darker than what the photo online looks like. Im not even sure what the return policy is for these items, but after going through this process with SuperArbor I know for a fact that I will not do business with them in the future. I'm rather disappointed because I build houses for a living and was hoping to find a reliable supplier, and instead I feel completely scammed.

  • Initial Complaint

    Date:08/31/2024

    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 directly from their website. It was for vinyl flooring. In their add it is listed as multi-width which is what I need to repair an existing floor. I received three boxes of the wrong size flooring. I contacted the company and after multiple delays theyd said theyre take the return, but will not give me the information on how to do so. I have multiple emails and voicemails from them. They gave me a partial refund which I did not approve of or know about. They drop shipped from ********** so their company apparently doesnt stock this product. I am assuming thats why they cant take the return. They continually delay answering me or send me information not pertaining to a return and full refund.

  • Initial Complaint

    Date:05/20/2024

    Type:Delivery 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.
    Order never came in they kept making excuses I told them I wanted to cancel after a month. They sent me a letter saying 7-10 business days its now been over 15 no money back yet.

    Business Response

    Date: 05/20/2024

    Hi There, 

    This order was never approved (please note all orders are subjects to approval, according to our policy), and we never charge the customer, or customer never being charge for this order. 

    This order has been canceled and rejected in our system, therefore we belive the complaint is not valid. 

    Please refer to attachment for your references. 

  • Initial Complaint

    Date:05/13/2024

    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 purchased an order on March 26th. On April 5th I emailed to follow up on my order. They responded the same day that someone would get back to me within a few days. On April 9th I emailed again asking for my order. They responded saying they received my order. On April 12th they emailed me saying they didnt have my product that I purchased. They wanted to send me an alternative product. I declined as that wont work for me because I already have the same flooring at home and need it to match. I emailed them several times regarding my flooring. On April 17th I canceled my order. On April 29th I received an email stating my order has been processed. It shouldnt have since I canceled the order. I have been back and forth via email and phone calls regarding my order that was supposed to be canceled. I have requested to have a manager contact me and its been weeks and no one has contacted me. I have called several times and they say each time that no one is available. They keep saying that they will ship out my order but I canceled it and they are not excepting that. I went to their warehouse and the guy told me that they are fraud and to look up the reviews. All I want is to have my order canceled.

    Business Response

    Date: 05/20/2024

    Hi There, 

     

    Before this complaint has been reported this order has been canceled and refunded in full(please refer to the attachment ), therefore we belive this complaint is invalid, we request for dismiss. Thanks!

    Customer Answer

    Date: 05/21/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. 

    I will accept because they finally canceled my order but I filed this complaint before they cancelled my order so their statement is invalid and it took me to write a bad review on ****** in order for them to finally cancel my order. They are very unprofessional.

    Sincerely,

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

    Customer Answer

    Date: 05/28/2024

     
    Complaint: 21704259

    I am rejecting this response because:  I responded saying they had canceled my order but apparently they never canceled my order with Affirm. I just received an email stating they want to continue to charge my account. I have contacted Affirm but they need Super Arbor to confirm.

    Sincerely,

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

    Business Response

    Date: 06/20/2024

    We are following up on the unresolved complaint from our mutual customer, *************************, under Complaint ID ********.

     

    We have also followed up with Affirm on this matter, and a screenshot is attached for your reference. Please let us know if there is any additional assistance we can provide to **************. We have already processed a refund on 5/13/24 from our end.

    Customer Answer

    Date: 06/20/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:04/28/2024

    Type:Delivery 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.
    Order date 3/30/24 Amount $379.16 I canceled the order on April 2nd and have since contacted this Vendor by phone and email six times. They have answered back a few times but ignored my questions and requests. They have not fulfilled my order they have not chipped any merchandise they have not acknowledged my desire to cancel. They have provided no information related to this order zero. I took out a loan to pay for these items and it is and they have not resolved anything.

    Business Response

    Date: 05/20/2024

    Hi There,

    This order was never approved (please note all orders are subjects to approval, according to our policy), and we never charge the customer, or customer never being charge for this order.
    This order has been canceled and rejected in our system, therefore we belive the complaint is not valid. We are kindly asking to dismiss, remove this from the business profile. 
    Please refer to attachment for your references.

  • Initial Complaint

    Date:04/26/2024

    Type:Product 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.
    I ordered backsplash tile on 07/26/2023. My credit card was charged next day. I sent email on 08/05/23 to ask when order would ship. Received email that tile was out of stock. Was offered replacement tile that I did not want. I asked to cancel my order. That same month one of our daugters was diagnosed with stage 4 cancer. And then another daughter was diagnosed with same cancer in December Due to these very stressful events I neglected to check my credit card statements. In March I checked my credit card statements and realized I never received a refund. I called my credit card company and was told due to amount of time since purchase they couldn't assist me to get refund. I then called Super arbor. I was told they had tried to refund my credit card multiple times and it was unsuccessful. I know that isn't true . I asked for a refund I was told it would be sent to refund ***** and I would hear from them in 24 to 48 hours. Here we are 4 weeks later Have never heard anything.. I've called almost daily. Same answer everytime. I've asked to talk to someone in refund ***** or manager. No one available. No phone in those depts. I've looked up company, multiple complaints like mine. I filed complaint with FTC, and Attorney general. I just want my refund.

    Business Response

    Date: 04/26/2024

    We believe the customer's complaint is valid and we have already escalated this concern to look into the customers refund request and come to a resolution. 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.

    Customer Answer

    Date: 05/28/2024

     
    Complaint: 21629756

    I am rejecting this response because: This company continues to refuse to refund my money. I've done everything they've asked me to do. And then they tell me unless I remove a bad review I written they won't refund my money. I removed two reviews. And am not aware where another one is .
    Sincerely,

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

  • Initial Complaint

    Date:04/26/2024

    Type:Delivery 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 placed an order (#********) on March 28th with this company for $607.54. On April 2nd, this company contacted me requesting an additional $75.60 to cover shipping in addition to the $49.99 I had already paid. At this time, this company indicated they would not apply the 10% discount they offered me to this order which was frustrating because this was used to motivate me to place the order.I repeatedly contacted them about the status of this order, and received no status updates. At this point, four weeks after the initial order, I would like a full refund for this order, including the additional shipping charge they applied. I am concerned this company is ignoring requests to cancel, even though they have confirmed they have made no progress on this order. We have received nothing from this company (order has not been filled). I have been asking for this order to be cancelled with a refund to no avail. Their response is that they will initiate the cancellation request, but they will not permit me to speak to anyone involved in this process, nor will they respond to my emails. Thank you.

    Business Response

    Date: 05/27/2024

    Hi There, 

    This complaint is invalid for this location (ATL,**) The order was placed for our location in ******* (**) our company does have mutilple Franchise locations in the country. We would like to ask you to remove this invalid complaint, customer can contact the ** location directly. Please refer to the attachment for your reference. 

    Customer Answer

    Date: 05/30/2024

    Hello, I received a refund from this company, but I only received my refund on the condition that I delete my negative online reviews of this company. I was required to delete the reviews within 24 hours of receiving their email. This arrangement was made explicit to me via email and I have attached that here. Isn't it illegal for a company to only fulfill the terms of service by demanding negative reviews be removed?

    Business Response

    Date: 06/24/2024

    We reached out to the customer to provide an update on the purchased items, especially since the item ordered is harder to procure and has been discontinued, so the fulfillment will be pushed back further than the initial expected delivery date. Since the customer couldnt wait any longer, the customer requested a cancellation, which was processed on 5/13/24.  However, on 5/29/24, the customer opened a case with ******************** with the reason Cancellation or Return Not Processed. We maintain our stand and respectfully request that you reverse the complaint initiated by the customer as it is not valid as the customer was already refunded on 5/14/24 and we consider this complaint closed from our end as we have already fulfilled the customer's needs. 

  • Initial Complaint

    Date:04/24/2024

    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.
    Paid in Full, which included shipping. The charged our credit card, $3700 then they emailed saying they needed ****** more to ship to us? We already paid shipping. Called to Cancel order, poor connection , so couldn't understand customer service "ASH", told him to Cancel and Refund in Full. He hung up and emailed me to respond with reason why. No Confirmation of Cancel or Refund? Waiting......Get email a few days later when we contact and say we are going to report them. They are trying to pull some Extortion, by telling us, unless we take down the negative ****** review, they will keep our money.-BEWARE--ALSO GOES BY ARBOR-HOME AND OTHER ALIAS COMPANIES

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