Complaints

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.

• Initial Complaint

  Date:11/16/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a custom ******* power rack back in April 2024. After 2 months of no update, I contacted the business over email and got a response similar to others that they would be shipping within a week. After no shipping confirmation after the date given I contacted them asking for an update with an explanation of a powder coat issue and a new date for shipping. Again the date would come and go with no shipping confirmation. Rinse and repeat this cycle up through November and I had lost all trust in this company. I went through my credit card company and got a refund. I am fully convinced this company intentionally lied to me about ever shipping my power rack and luckily my bank agreed with me. This company is a scam.

• Initial Complaint

  Date:09/18/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a custom power rack with a weight station and extra weights on May 14 2024. I was in contact initially with the owner Patryk due to needing to change my address and also do some custom work to a few pieces. After this I asked for an ETA. He gave me one of July 8th. I waited a week after this before emailing again. It was responded to a week later by someone else name Katherine who states some of the coating was bad and needed to be redone. She estimated all that work would be finished it would be shipped by Mid August. It is now September 18th and not only have I not received any notice of my equipment shipping but have not heard from the company. I emailed them requesting an update and a possible refund due to currently being at 4 months from first purchase with no better idea as to what is happening to my order. I understand small businesses struggle with shipping due to high costs but the poor transparency and communication from this company have created poor trust and a concern of being ripped off.

  Customer Answer

  Date: 10/24/2024

  Sent: Wednesday, October 23, 2024 7:57 PM
  
  Subject: complaint #********

   

  Hello,

  I am emailing you to request to remove my complaint. I have received 75% of my order and the company has informed me the rest will be sent out by the end of the week.
  Please let me know,
  ***** *****

• Initial Complaint

  Date:02/20/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Bridgebuilt is a scam just like the owner Patrick!!. Ordered a bench and other equipment from them just to have to wait 6 mouths to get something from them. A year without a bench and the run around with waiting for parts, waiting on parts and still waiting on parts. Asked for a refund just to get ghosted for two mouths. Asked for an exchange for a different part with the promise that it will get shipped out in two weeks just to get ghosted again!!! Almost two years with no bench or the exchange or refund..

• Initial Complaint

  Date:01/27/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 the Phoenix Pulley System on 11/25/2022 for $720.24. I had previously bought the squat rack from this company and it took some time to be fulfilled so did not think too much when it did not ship immediately. By March 2023 I emailed them and asked about the order. I was told that it should ship around mid April and that they were waiting on "our next shipment of bearings and pulley wheels which we’re expecting to receive by 4/5 ." I reached out periodically through social media and in November 2023, one year from the original purchase, reached out again via email and received a response from Katherine W***** who was calling herself the head of "Customer Experience." She said she was taking over from Patryk B********* the owner, and she state "you should finally be seeing that ship notification for your Pulley System between 11/20-11/27." I have still not received any shipping notification. I have asked for a refund in writing with no response. I have called their number with no response. I have asked in the comments section (politely) on their social media about the order and they are now erasing the comments (how is that for customer service!). Unfortunately for them I have time, money and want justice so I have filed a claim with the attorney general for consumer fraud (waiting to hear...) and depending on the response from the AG (I encourage everyone to file there) I will be going to small claims (happy to do a status run with my airline so hopping on a quick flight to Ohio is welcomed). I don't care about the money so much anymore. I more so want lawyers involved. Sorry to everyone going through this with this company. The lack of response is truly astounding. I can't believe Patryk took everyone's money and continues to post on social media like he's an honest legit business owner. What a horrible person.

• Initial Complaint

  Date:01/26/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Bridgebuilt is a scam! I placed order 3124 on Saturday, November 26, 2022. It was a preorder for exercise equipment that was supposed to be shipped in February. From March to November of 2023, I received email after email delaying the shipment due to fulfillment issues. Finally in December, I said no more and requested a refund. I was contacted by Katherine W***** ###-###-#### who claims the item is showing fulfilled without a tracking number and that she would not refund us until she looked into it. That was December 10, 2023. It is now January 26th, 2024 and we’ve received no refund and no follow up. Their crooks. They stole from us. All I want is my money back. I will never order from this scam of a company again.

• Initial Complaint

  Date:11/09/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a rack expansion kit on November 18th 2022. This kit included uprights for the rack, band pegs, and strap spotter arms/safeties which were an added cost. I eventually received the uprights and band pegs in February. I have not yet received the strap safeties and it has nearly been a year since the order. I have reached out numerous times for an update. More times than not I have been told they should be shipping out by the end of the month or been given in about 3-4 weeks. Nothing ever materialized. I’ve ordered many other products from the in the past and shipping has not always been the most reliable. Often getting long delays. Other than this issue on getting the product in a timely fashion or being told accurate information when asking for an update they make great products. But I once complained about their lack of honesty or following through on these timelines I’ve been given numerous times and the owner chose to leave me a DM where he more or less criticized me for being upset about not receiving my order or for reaching out as he had to take time out of his day to respond to me. Lately he has not responded to any emails or messages regarding the strap safeties. I see that they continue to put out new products or fulfill new products to customers with larger followings on social media for the publicity but I am left here waiting for a product for about a year and without replies via email or message regarding my order. Frankly I just want what I ordered as there aren’t other companies products which can connect to their rack other than those produced by them. But given that it has been nearly a year of this, I don’t expect I’ll ever receive my order. I’ve been one of their strongest supporters and have brought multiple others to purchase from them, but they are losing a loyal customer and supporter.

• Initial Complaint

  Date:08/15/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 order #3286 with Bridge Built on 1/9/23 for a piece of fitness equipment (****************). I paid the business $486.16. I started emailing the seller in February about an estimated ship date. The seller provided numerous excuses, dragging the conversation out until just after the 180-day limit to file a dispute with ****** and then he stopped responding. He's only sent one email since, in which he refused to provide a refund, and he continues refusing to ship the goods I ordered. If the seller will actually send it, I still want the equipment I ordered, however I'd prefer to just receive a refund at this point.

• Initial Complaint

  Date:07/20/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  My Order was placed in Nov 2022 for a squat rack produced by BridgeBuilt. Through till May 2023 they did not provide any shipping confirmation and when emailing their support, they would continue to provide excuses such as saying that it was a packaging issues and saying that it will be ready in a etc amount of time. I request for a refund in May 2023 as i was tired of their excuses. From May till now, July 19th, they continue to make excuses and will not give me my refund. Moreover, they continue to ignore my emails asking for an update. They do not pick up the phone either, i have called multiple time with no one picking up. How is this allowed to hold my order and my money. This business is not operating in favor for the customer.

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 ordered on 4/30/2022 and submitted our deposit with quoted time for completion "please allow an estimated 8-12 weeks for delivery". We paid for the remainder of our order on 8/30/2022. As of today, almost 9 months later, we still have only half of our equipment and zero information on when we can expect to receive the remainder of our order. Every time we talk we are given a new reason for why our items aren't ready. We are beginning to feel that a partial order was sent in order to make it impossible to request a refund. We are not the only ones in this position with Bridge Built. We are beginning to collect names from others that are reaching out regarding similar issues. This company has clearly oversold their product and they are taking advantage of their customers. We have talked to others waiting for orders and they are in the same boat with frustrated and dishonest feelings towards this business.  We have commented on his social media posts to ask when items will ship and he removes all comments from not only us, but other customers as well. We built a new construction home from the ground up in less time than this order has taken. We need a direction forward and a resolution.

• Initial Complaint

  Date:01/12/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 November 26, 2021, I ordered a workout bench from Bridge Built (order #****). I reached out in June with Bridge Built and was told the bench would ship in July and that they had issues with getting padding for the bench. The bench did not ship out and I reached out again in October and was told they had everything and need to assemble and would ship in November. I reached out in December and asked the status and was told they were missing the wheels for the bench and was holding shipment. Due to missing promised shipment dates and providing difference excuses for not shipping I asked for a refund and was told a refund would be issued in 5 to 10 business days on December 21st. I have not received the bench or received a refund and it is going on 14 months since the order was placed. I have uploaded correspondence from the owners as well as the canceled order.