Why always so much bad service and frustration at builders?

Why so so many bad reviews of poor service? I have had the same bad service many times as the other reviewers too, from many builders outlets. I can’t say I have ever had a good experience from any builders. You can complain to management etc and lodge complaints and yet nothing improves. The top management also doesn’t seem to be too bothered. If I was the CEO I would be ashamed. So many colleagues and friends don’t support builders because of the bad frustrating service. It is a sad state of business. All you see in the review replies is sorry, sorry, sorry, we will look into it… there should be no sorry required! but what has really changed? Not much in my opinion or experience.