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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:04/09/2024

    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 ordered ****** dollars worth of flooring and they created a fake label and never shipped product and cut off all communication.They finally emailed me after a negative review on trust pilot and intimated that they definitely are not shipping or refunding

    Business Response

    Date: 04/23/2024

    The customer has been refunded $219.32 on Apr 9, 2024, and our records show that the refund was issued  and the amount has been deducted from our account. We suggest the customer to follow up with their card provider to inquire further on the status of the refund deposit. We would like to ask for your consideration to close the complaint as the customers desired resolution of a refund has already been addressed and catered to. 

  • Initial Complaint

    Date:04/02/2024

    Type:Sales and Advertising 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 for vinyl plank flooring on Febuary 11 2024 order #AR727209. Things seem to have gone smoothly and I had a delivery on Febuary 27 but it was the wrong flooring. It was not what I ordered or paid for. Since then (it is now April 2nd) I have been trying multiple times to contact the company for a refund/ return/ exchange and they are refusing to have a manager call me I receive very vague emails that they are working on it but then I ask steps that are being taken and they wont respond for weeks and so then I call and customers service refuses to transfer me to a different department or a supervisor and tells me to email and so then I email and its the same circle over and over without any resolution. This company is a SCAM!! Now after reading reviews I am seeing many other people commenting that these people are scammers as well. This is a horrible company.

  • Initial Complaint

    Date:03/13/2024

    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.
    We purchased just over $3000 worth of flooring from Super Arbor (order # *******) in July and have never received the product or a refund. We understand that there are delays, but if they don't have the product then we should be refunded our money. Each time we contacted them in the early months we were promised an email or phone call from the company and I believe we received two or three. Each time the email was asking us about a different product that they wanted to substitute. We even agreed to one BUT NEVER HEARD BACK! Just wondering if we have any actions we can take so they either send us product, refund us our money, or credit us for another product.As an aside, we used a financing company to pay the $3000 over 3 months since we knew there would be delays. They reviewed our case and said they couldn't help us because it was outside the 60 day window (which doesn't really make sense, since we were constantly promised product, why would we worry about a 60 day window).Both companies seem shady and someone has our money.Appreciate your time and response

  • Initial Complaint

    Date:03/11/2024

    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.
    On February 28th, I placed an order for ***** Ceramica ******* Deco Squares 6-in x 6-in Matte Porcelain Encaustic Wall Tile 80. I ordered enough for 17 square feet. The total was $128.39 with regular shipping costs. I called the number on file for them on 3/5/24 and was told that my order had not even been processed yet, but that they would expedite it and ************** to me immediately. I called again on 3/10/24 because I had not heard from them and I wanted to check and make sure it had been mailed. The woman I spoke with told me that my order had still not even been processed. I asked to cancel the order but she refused to do it over the phone and said she would send me an email. I have sent two emails asking for the "cancellation form" three times since then and have received nothing. I need the order cancelled and my money refunded as I have found the tile at a more reputable business that will be delivered to me this week.

    Business Response

    Date: 03/11/2024

    n response to the complaint filed with the Better Business Bureau (BBB), we would like to clarify that the order in question was never charged to the customer's account. Confirmation of this non-charge has been communicated to the customer. We kindly suggest that the customer reviews their account statement thoroughly before lodging any complaints with the BBB to ensure accuracy and avoid misunderstandings. Therefore we belive this complaint is invalid. 

    Customer Answer

    Date: 03/12/2024

     
    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:03/09/2024

    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 for laminate plank flooring , I called in to check the status of my order because I figured it should have arrived by then. The representative who took my phone call was sooo rude and disrespectful that I decided to cancel my order, turns out she'd beat me to it , I hadn't even requested that happening yet, but the ordeal that I was experiencing was so unpleasant, that I just went ahead and proceeded with the process . I placed my order Feb . 10th , phoned in maybe Feb. 20th ? I emailed the company and called and left detailed phone messages with my contact information and have yet to get a response. Times are tight financially, I need my refund. My order # is ******** The item(s) ordered was laminate plank flooring ( Home Decorators is the name of the flooring line ***** RIVER OAK ). You can reach me via. Email at ************************** or via. Phone at ************ ( my phone has been acting up lately, so via. Email would be the best method. Thank you .

    Business Response

    Date: 03/17/2024

    Our business is "Superior Arbor **************** in ***********, *******. We are a tree service providing tree care and tree removals to customers in North *******. We do NOT sell flooring of any kind or any other products and have been confused with the company that she is referring to several times in the past on the BBB website.  Please remove this complain from our records. Again, we are NOT the company that she thinks she is trying to file a complaint against.

    Customer Answer

    Date: 03/20/2024

     
    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,

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

Builder Partner Group is NOT a BBB Accredited Business.

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