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:11/11/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Unable to use entire weight stack on the $1800 pull-down machine ! the cable is too short and they keep saying the same thing in the emails for the last 6 months. Just need a longer cable. I have sent dozens of pictures and exchanged many emails with the *** named *****. With no success.

  Business Response

  Date: 11/13/2024

  Hello,

   

  I hope all is well. I am sorry to hear your item isn't working at this time. Our team is currently working on a resolution for this issue. We apologize for the inconvenience and delays this may have caused. One of the product support agents will be reaching out to you with an update soon. 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22542440
  
  I am rejecting this response because: same answer I have gotten for last 6 months 
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 11/14/2024

  Hello, thank you for your response.

  Please accept our apologies for any inconvenience you have experienced. Our Product Support and Warranty Team is currently still working on a resolution for this issue and has sent a follow up to our product development team as a longer cable is not available. An email has been sent to the customer as of 11/11/24. Again, we apologize for the inconvenience and delays this may have caused. One of the product support agents will be reaching out to you with an update soon. 

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22542440
  
  I am rejecting this response because: it is the same response for 7 months I just want it to work properly. Refund or send new machine or give me store credit. Please stop saying the same  something over and over. Uphold the warranty! 
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 12/23/2024

  Hello,  We apologize for any inconvenience you have experienced. As of 12/19/24, Our Product Support and Warranty Team is currently working with the customer on a resolution for this issue and has requested additional photos of the bar to assist with getting this concern resolved. Thank you.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22542440
  
  I am rejecting this response because: they talk a good game but never follow through! I have sent the pics that were recently requested and I am waiting for some type of action to fix the problem 
  
  Sincerely,
  
  ***** ***

  Customer Answer

  Date: 12/23/2024

  Copy of recent pic sent on 12/21/24

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22542440
  
  I am rejecting this response because: it is not fixed! Just need longer cable ! They wanted me to order a cable and they would reimburse me. I did not because of not knowing the component compatibility !!!  Very disappointed in titan after the sale service. 
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 lat pull down while my gym was being built. When I opened the package, half of the weight stack was missing. I was told that I have to purchase the missing weights because it was too late to report but I was offered a discount when the weights came in stock. When the weights came back in stock, I was told that I get no discount and the cost was $840 plus tax and freight for the missing weights. Thats almost $6 per pound plus tax and shipping. If all the weights were missing, it would cost $1680 which is about the same price of the machine with free shipping. **************** is horrible and all over the place. One manager will tell you something completely different from another.

  Business Response

  Date: 10/22/2024

  Hello, Thank you for contacting us.

  Upon checking, the customer's order was placed Apr 28, 2022 which is 1 year and 6 months outside of the 1 year warranty. Since the warranty  expired in April 2023, this issue is no longer eligible for a warranty claim. The customer has already been advised that our Team is currently reaching out to our parts department to obtain the accurate part numbers and pricing for each weight for the customer to purchase.

  Thank you

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22454485
  
  I am rejecting this response because: 

  I am not seeking a warranty because of a broken part. The machine was shipped to me without all of the parts. The photos show where the box is broken and the parts are missing. A manager reached out and told me that I would be getting a discount because its obviously their fault. After pricing was sent, I was told that I get no discount and the parts are going cost me as much as I paid for the machine with tax and shipping. Im not sure why I was told that a discount would be given then retracted to plates nearly $6 per pound before shipping and tax. They know that I have to purchase the parts that they failed to deliver in order to use the machine. Otherwise, I have no working machine at all and I am out of the money that I spent with them.

  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 10/23/2024

  Hello, Thank you for the response. As previously advised, the customer's order was placed over two years ago, 4/28/2022. Issues like this have to be addressed within a 30 day of purchase and we offer a 1 year warranty for defects of a product if any. We also offer shipping insurance protection for damage or lost items caused during shipment by the carrier. 
  As customer was advised, via ticket# ******* on 10/22/2024, our team is currently reaching out to our parts department to obtain the accurate part numbers and pricing for each weight for the customer to purchase. No final cost has been determined as of yet since this is still being reviewed. 
  Thank you

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22454485
  
  I am rejecting this response because: 

   Customer service is all over the place and told me a lie. They apparently do not communicate with each other.  I was working with someone who had a manager call me. The manager told me that I would receive a discount for the missing parts because it was not my fault, as you can see in the photos that they never sent the parts to even warranty. When they showed me the price, which I also have photos, I was told that the customer service person I am speaking to is a manager and I get no discount on the parts they obviously never sent in the first place. It is not about defective or broken part.  This about a company who did not send me a complete product which I paid for.  The price of the missing parts, with shipping, will be about the same price as I paid for the whole machine with free shipping . Its obvious they have me in a hard spot because I basically have to pay for the machine twice to be able to use it. This will be posted on every fitness and home gym forum, group, and review with photos and the crazy back and forth with customer service.  They do not care about their loyal customers one bit.  

  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 10/25/2024

  Hello,

   

  Thank you for contacting us! 

  After reviewing previous communications, I wanted to clarify the details regarding your order. You were originally quoted $279.99 per weight box for a total of 3 boxes each. However, I see that the cost has since been adjusted to a more reasonable amount.
  

  If you have any questions or need further assistance, please feel free to reach out. Were here to help!

   

• Initial Complaint

  Date:10/18/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 a brand new adjustable workbench, received a repacked and damaged unit, spoke to customer service and said I didnt take shipping insurance so they cant help me, but the item was used as seen in the pictures with damage to the unit pieces were open inside straps were cut They told me they dont sell used products. I told him this was used as you seen the pictures. They said they cannot help me. They can offer a one time courtesy refund of $18, this is unacceptable. This is a used unit and I paid for a brand new one. I just want what I paid for, a brand new unit. They told me if I return it for a refund. I will have to pay to ship it back and as a restocking fee, but once again they sold me a used unit or repack unit that was sent back to them.

  Business Response

  Date: 10/23/2024

  Hello, 

  Thank you for reaching out to Titan. I have reviewed the customer's concern and want to apologize for any inconvenience they may have experienced. One of our agents has already contacted the customer to address the situation. The customer is currently in the process of returning the item.  If the customer has any further concerns, please encourage them to reach out to us, and one of our friendly agents will be happy to assist.

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 have bought from Titan FItness before and was happy with their products. I was considering purchasing a new product, left it in my cart while I measured my space, and Titan shipped it! My address and payment method were saved in the Titan system. I contacted them immediately via phone and email and they finally responded that I could pay to ship and they would decide if they were going to refund my money.

  Business Response

  Date: 10/21/2024

  Hello,
  
  Thank you for contacting us regarding this concern.
  
  After thoroughly reviewing our online ordering system, we confirmed that orders cannot be automatically processed without customer confirmation. Each order requires completion of a confirmation page before being submitted, and this step ensures that customers can verify their selections prior to purchase. 
  
  We understand the customer's situation and as a gesture of goodwill, we have already offered to waive our policy's required 20% restocking fee for returns.  However, the customer will still be responsible for the cost of shipping the item back to ***
  
  Thank you again for your understanding.
  
  
  

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22435909
  
  I am rejecting this response because:
  

  It is not truthful. Titan was not authorized to use my credit card to ship a product to my address they had saved in their system. I have contacted them several times to resolve and recieved one email with a PDF that I can pay to ship back a product I never ordered from them and when they recieve they product they will decide if I am eligible for a refund. The box is very heavy and I would anticipate that shipping fees will be expensive. Bad form Titan from a former happy repeat customer.
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/07/2024

  Hello, 

  Thank you for contacting Titan. We emailed the customer on October 29, 2024, to inform them that we would send return labels for the package. Please note that a restocking fee will apply when we issue return labels. Our return policy is available online for the customer to review at their earliest convenience. We are committed to assisting the customer with the return, as this order appears to have been placed by mistake. If the customer wishes to proceed with the return, they can either respond to the email we sent or give us a call, and one of our agents will be happy to assist them.
  

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22435909
  
  I am rejecting this response because:

  Titan's latest response is not acceptable. They did not have authorization to charge my card that they had saved in their system. I can not return a product I did not purchase. Despite my many efforts to inform them of their error they persisted and shipped me a box. I continued to try and work with them to resolve the issue and did not receive a response for weeks.  I have been away from home for weeks and the box is sitting outside in the elements as it is too heavy for me (62 years old with recent **********************) to carry inside.
  
  
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/07/2024

  Hello,

  I hope all is well. Titan approved the return labels as requested. However, it was clearly communicated that the approval of these return labels would not include a waiver of the Restocking Fee (RSF) -Titan will not cover the cost of both fees. 

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22435909
  
  I am rejecting this response because:

  They did not have authorization to charge my card that they had saved in their system. The product is outside the front of my house and they are authorized to come and pick it up.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/12/2024

  Hello, 
  To ensure that all orders are processed correctly, several steps must be completed before an order is finalized. The customer placed this order online and received a confirmation of the order. Our return process is also online, and I have included a link to it in this response. The customer was provided with return labels to facilitate the return of the item. The customer emailed us after we sent the return lables asking us to have someone to pick it up. We sent the customers the steps to have the item picked up and as stated in the email sent...

  "You may print the label(s), secure it (them) to the package and drop it off at your local ***** facility. You may also schedule a pickup by visiting ************************************** by calling 1-800-GOFedex and say: Return Manager or PRP. You must reference the return tracking number below when requesting a pick up and the label still must be printed and attached to the package for pick up."

  The customer has ignored the process and is demanding for someone to pick up the item when the customer needs to print out labels and call the carrier to have this picked up or take the item to a ***** drop ceneter. If they would like a refund, they will need to follow the return process.
  
  As a one-time courtesy, we offered to assist the customer with the return to help them avoid the hassle of sourcing a carrier on their own, as per our policy. It appears this order was placed by mistake on the customer's part, and we are doing our best to resolve the issue. If the customer wishes to receive a refund, they will need to return the item, and the steps for the return have been emailed to them. This is our final decision regarding this matter. Thank you.

   

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

  
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22435909
  
  I am rejecting this response because:

  Titan's response is not truthful. The product was placed in my cart and no further action was taken upon my part. When I received the confirmation email I contacted them immediately to notify them of their error. My emails, support ticket and calls were ignored as they shipped the product to me anyway. When the box arrived I again contacted them and received no response. When I opened up the BBB ticket, they offered to let me return and I would pay for shipping and they would decide if they would offer a refund. Their last offer was to pay for return shipping and charge me a restocking fee that they have not shared what that would be. I am 62 years old, live alone and just had a **********************. Their shipper left the box on the sidewalk in front of my house and it was all I could do to push it up 3 steps and place it behind my front gate as the box is very heavy.  As I have told them I am away from home and the box has been left out in the elements for over a month, I have no idea what shape it will be when I return home.
  This is a Titan error and they are placing the burden on me to fix it. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/13/2024

  Hello, 
  To ensure that all orders are processed correctly, several steps must be completed before an order is finalized. We have no way of submitting an order placed online without the order's shipping details and payment being confirmed by customers. As one time accommodation, the customer was provided with return labels to facilitate the return of the item. We also sent the customer the steps to have the item picked up and as stated in the email sent. It appears this order was placed by mistake on the customer's part, and we are doing our best to resolve the issue. If the customer wishes to receive a refund, they will need to return the item, and the steps for the return have been emailed to them. This is our final decision regarding this matter. Thank you.
  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22435909
  
  I am rejecting this response because: Titan's response is not accurate. As a long time and previously happy customer, I had an account with my shipping address and payment saved. The only action I took was putting the item in my cart. Titan ignored all my outreach to correct their error.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/14/2024

  Hello, 

  Thank you for contacting Titan. In our last response, we clearly outlined the steps the customer needs to take to return this item. This will be our final response. The customer has been provided with return labels for the return process. Please note that the restocking fee will not be waived. The customers can follow our standard return policy if they wish to proceed with the return. We kindly ask the customer to contact ********************** to resolve this matter. Thank you.
  

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22435909
  
  I am rejecting this response because: Titan was not authorized to charge my card. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/26/2024

  I see that we have sent you a return label for your item. I'm sorry to hear that the item wasn't what you needed. However, I wanted to clarify that our ordering system requires the customer to hit the final submit button to place an order.
  

  Thank you for your understanding. If you have any further questions or need additional assistance, please don't hesitate to reach out.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22435909
  
  I am rejecting this response because: Titan response is not truthful. They charged my card without my authorization. When I received the email confirmation of an order I contacted them immediately to notify them of their error, opening a ticket, sending an email, and calling. Titan did not correct their error and shipped the product. I contacted them again when I received the product and they offered no solution- I could pay to ship product back at my cost and they would then decide if they would offer a refund. I authorized Titan to pick up the box on my property (I have been away for the last few weeks). I gave Titan a deadline of Monday, Nov 25th to recover the product from my property.  They have refused this offer. As the box has been exposed to the elements it would need to be repackaged to be shipped back.

  Titan must credit my account the amount they charged as they were not authorized to make this charge. I am willing to ship the box back if they provide shipping labels and compensate me for repackaging the item. 

  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/09/2025

  Hello,
  
  Thank you for contacting us regarding this concern.
  
  As previously advised, orders cannot be automatically processed without customer confirmation. Each order requires completion of a confirmation page before being submitted, and this step ensures that customers can verify their selections, such as shipping and billing address as well as payment method they choose to use, prior to purchase. We have no way of processing an order placed online by a customer without the customer first confirming the details of the order, 
  
  We understand the customer's situation and as a gesture of goodwill, we have already offered to waive our policy's required 20% restocking fee for returns.  However, the customer will still be responsible for the cost of shipping the item back to ***
  
  Thank you again for your understanding.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22435909
  
  I am rejecting this response because:

  Titan continues to not be truthful in their response. As a longtime previously happy customer, their system had my shipping and credit card information saved in my account. I had placed the item in my cart to see the actual cost (shipping). No further action was taken upon my part. When I received an order confirmation email, I immediately contacted them to notify them of their error. I emailed and called. They were notified in advance of shipment of their error. They still proceeded to ship the product. When I received the product I notified them again and their response was that I could ship the product back to them at my cost and they would decide if a refund was in order. 

  I used to value Titan, but will not place any additional orders with them as they are not honest and do not value customers.

  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/10/2025

  Hello,
  
  Thank you for contacting us.
  
  As previously advised, orders cannot be automatically processed without customer confirmation. Each order requires completion of a confirmation page before being submitted, and this step ensures that customers can verify their selections prior to purchase. We have no way of processing an online order placed by a customer without the customer first completing the order for fulfillment.
  
  Again, We understand the customer's situation and as a gesture of goodwill, we have already offered to waive our policy's required 20% restocking fee for returns.  However, the customer will still be responsible for the cost of shipping the item back to us.
  
  Thank you for your understanding.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22435909
  
  I am rejecting this response because: Titan refuses to accept responsibility for their error.  I notified them immediately of the issue and they did not take the opportunity to stop shipping. They are placing the burden on me to ship the product back at my cost. Had they stopped shipping when I first notified them or addressed the problem earlier we could have come to a resolution that was reasonable. They played many games (shipping despite being notified of the error, not offering any solution when product arrived) we could have come to a reasonable solution. Now the box is damaged and would need to be repackaged before shipping. They expect me to solve a problem they created and pay for it out of my own pocket.  If you look on reddit you can find many complaints about poor Titan customer service, so I am not alone.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/13/2025

  Hello,
  
  Thank you for contacting us.
  
  As previously advised, orders cannot be automatically processed without customer confirmation. Each order requires completion of a confirmation page before being submitted, and this step ensures that customers can verify their selections prior to purchase. We have no way of processing an online order placed by a customer without the customer first completing the order for fulfillment.
  
  Again, We understand the customer's situation and as a gesture of goodwill, we have already offered to waive our policy's required 20% restocking fee for returns.  However,if the customer is having a hard time shipping the item back on their own we can send return labels but the restocking fee will apply. 

  The customer can accept one of the two options, ship the item back by sourcing a carrier and we waive the restocking fee or we can send out return labels, but the restocking fee will apply. This is our final offer. 
  
  Thank you for your understanding.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22435909
  
  I am rejecting this response because: Titan shipped a product I did not order. I alerted them immediately yet the shipped it anyway. They gave no reasonable resolution to their error and keep rejecting any responsibility. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/17/2025

  Hello,
  
  Thank you for contacting us.
  
  As previously advised, orders cannot be automatically processed without customer confirmation. Each order requires completion of a confirmation page before being submitted, and this step ensures that customers can verify their selections prior to purchase. We have no way of processing an online order placed by a customer without the customer first completing the order for fulfillment. This order was not placed on our end. This order was submitted online by the customer.  
  
  Again, We understand the customer's situation and as a gesture of goodwill, we have already offered a resolution. This is our final offer. 
  
  Thank you for your understanding.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22435909
  
  I am rejecting this response because: Titan continues to insist they made no mistake. I know I did not confirm this order, Whatever you believe what is indisputable is that when I immediately notified them a mistake was made and I did not order this product, they ignored me when they had the opportunity to correct their mistake. When I received the order and again contacted them they offered to let me pay to ship the product back and they would decide upon receipt if they would offer any refund. This is all provable without dispute. Search reddit to read about Titan customer service nightmares. Its disappointing because I had previously been a happy customer who made the mistake of creating an account that saved my shipping and payment information. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/20/2025

  Thank you for bringing your concern to our attention. We understand how frustrating it can be to receive an order you did not intend to place.
  Our system is designed to ensure that orders are only processed when the "Buy Now" button is clicked. This means that items in your cart will not be automatically ordered without your explicit action. We have thoroughly reviewed our system logs and confirmed that the order was placed following this procedure.
  

  We appreciate your request to return the item, and we are happy to assist you with this process. We have provided return labels for your convenience. Please note that, as per our return policy, a 20% restocking fee will apply.

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22435909
  
  I am rejecting this response because: I did not place the order. You refused to cancel shipment when contacted immediately. You also refused to provide a reasonable resolution in a timely fashion. At this point the product need to be repackaged to ship. I am not going to spend time and money fixing a problem entirely of your creation, especialy when you refused my prompt attempts to address it.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/22/2025

  Thank you for bringing your concern to our attention. We understand how frustrating it can be to receive an order you did not intend to place.
  Our system is designed to ensure that orders are only processed when the "Buy Now" button is clicked. This means that items in your cart will not be automatically ordered without your explicit action. We have thoroughly reviewed our system logs and confirmed that the order was placed following this procedure.
  
  We appreciate your request to return the item, and we are happy to assist you with this process. We have provided return labels for your convenience. Please note that, as per our return policy, a 20% restocking fee will apply.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22435909
  
  I am rejecting this response because: Titan sent me an order I did not place. I contacted them immediately to alert them of their error. They took no action. I contacted them when I received the product and again they took no action. Whatever you do do not create an account with them that saves your payment and shipping address or you too could receive something you did not order.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/27/2025

  Hello,

  Regarding the return of the item, please note that the issue is past our 30-day return policy. As a courtesy, we have offered return labels. However, the item must be returned and in the carrier's possession by February 3, 2025, at 4:55 PM to be eligible for a refund. If the item is not returned by this date, the customer will need to keep it, and we will not issue a refund for any returns attempted after the deadline, as we have clearly stated the return timeline. 

  
  
  We want to clarify that orders cannot be processed automatically without customer confirmation. Each order requires the completion of a confirmation page before submission. This step allows customers to verify their selections, such as shipping and billing addresses, as well as the payment method they choose to use, prior to making a purchase. Unfortunately, we cannot process an order placed online without the customer first confirming the order details. Thank you for your understanding. Best regards,

   

  Customer Answer

  Date: 01/28/2025

   
  
  Complaint: 22435909
  
  
  
  I am rejecting this response because: I never ordered this product. Titan had my shipping and payment info saved as I was a previously happy customer. It's rich they are quoting their return policy for a product I never ordered and contacted them immediately so they could correct their error! I contacted them upon receipt and they did not respond. When they did they offered for me to return AT MY COST and they would decide if they would refund. The product would need to be repackaged as it has been sitting in the elements. TItan expects me to pay for their error and their delayed response.
  
  
  
  Sincerely,
  
  
  
  Margaret Healy

  Business Response

  Date: 01/29/2025

  Hello, 

  Thank you for contacting Titan. The customer has until 02/03/2025 to return this item for a refund. The item should be in the possession of the carrier no longer than 4:55 PM on 02/03/2025. If the item is returned after that time no refund/store etc will be offered. This is the final decision. We have explained many times the reason a full refund was offered. The customer can accept the offer given or keep the item.  They can reject this response until 02/03/2025, but no refund will be offered after that date. Thank you. Thank you for contacting Titan. The customer has until February 3, 2025, to return this item for a refund. The item must be in the carrier's possession by 4:55 PM on that date. If the item is returned after this time, no refund or store credit will be provided. This is our final decision.
  
  We have explained multiple times the reasons a full refund was not offered. The customer has the option to accept the offer or keep the item. They can also choose to reject this response until February 3, 2025, but after that date, no refund will be issued. Thank you.

  Customer Answer

  Date: 01/29/2025

   
  
  Complaint: 22435909
  
  
  
  I am rejecting this response because: Titan continues to refuse to accept for their error! They had many opportunities to correct their mistake and put all the burden on the customer to take action and lose money due to their error and disorganized customer service. I was once a happy customer and will not buy from them again
  
  
  
  Sincerely,
  
  
  
  Margaret Healy

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair 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.

  On August 4th, I ordered the Nemesis 300# Single Stack Functional Trainer. The product arrives in various pieces--weight plates, the stand, side support, and the actual trainer body with pivoting arms and pulley system. Immediately out of the box, the bottom pulley near the base of the machine had the cable reversed on the pulley, such that it crossed over on itself (picture). Titan acknowledged that was incorrect.I assembled the trainer. But when the functional trainer arms were in a certain position, there was excess tension on the double pulley connecting to the weight stack. This excess tension prevented the weight pin from being inserted or removed. (picture)I contacted customer service and sent them pictures. They agreed the bottom pulley was sent incorrectly assembled and I fixed it. Then ****, a product specialist, told me that the double pulley was misaligned causing extra tension, and that it needed to be adjusted. I explained that no matter the orientation of the pulley, the excess tension would not be relieved. However, **** kept saying "All I can provide is suggestions to correct it, but if you will not accept the suggestions we cannot assist," although I already followed his suggestions with no improvement. I asked for detailed diagrams or instructions explaining how to troubleshoot or accomplish what he wanted me to do, and he refused, telling me to refer to the instructions. I then sent in pictures showing that my assembly matched the diagram in the instructions (the pulley in the instructions are offset with the weight plates (picture), but he wanted me to make the pulley be in a different orientation), but **** chose to close the ticket and say I assembled it incorrectly.I am requesting someone, other than ****, to diagnose the issue given that I did assemble the product according to their instructions, or acknowledge that the unit is defective given the issues I had straight out of the box.

  Business Response

  Date: 10/07/2024

  Hello, Thank you for contacting Titan regarding your concern.

  This is issue is currently being handled by Titan's Product and Support Team. Customer has been advised that this seems to be an assembly error and customer was provided information to get the machine issue resolved in order for it to work properly. As requested,  this issue has now been forwarded to our product management team to assist via Ticket #******* and the customer has been contacted via email.

  Thank you

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22377782
  
  I am rejecting this response because: I understand that people make mistakes when following assembly instructions. However I do not believe that this is the case. The representatives from Titan continue to say that I have assembled this incorrectly, but REFUSE to acknowledge that my assembly looks exactly like the diagram shown in the manual. In fact, after my first interaction when I sent them these pictures, attached previously, the representative refused to respond despite clear evidence that what they stated seems to be incorrect. They instead just closed the ticket refusing to accept the possibility that I did everything correctly and that something is wrong with the machine as delivered. 

  These same representatives also seem to refuse to acknowledge that the unit was sent from their warehouse incorrectly assembled, as evidenced by the cable being strung incorrectly through the bottom pulley. I have provided those pictures to multiple representatives who have not acknowledged that in any of their replies. 

  These representatives repeat that I assembled this incorrectly and refuse to acknowledge that maybe, just maybe, they sent me a product that is not up their standard. 

  I ask that:

  1. Titan acknowledge that the unit they sent was assembled incorrectly with regards to the bottom pulley and cable.  

  2. Titan acknowledge that my assembly with the double pulley matches the diagram that is included in their manual. (Or)

  Titan send me an actual picture (not diagram) of a correctly assembled double pulley unit so that I may accurately compare my unit to a proper unit. 

  3. Provide detailed, written instructions on how to repair my unit. What bolts, nuts, etc need to be altered to make the unit work, instead of me trying to figure out how to correct what I think is their mistake. I was referred to the manual by the representatives for this repair, but the manual does not explain exactly what needs to be adjusted on the machine to make the double pulley go or be oriented where they say it is supposed to go, if I did indeed assemble it incorrectly. 

  4. As a result of the condition the unit was sent in, the movable pin for the arms of the machine have been severely scratched due to the amount of times I have had ***** the pin while using the machine. Changing weights meant manipulating the arms back and forth to ease the tension in the cable to adjust the weight pin. I am asking for a replacement pin. 

  I look forward to seeing the picture of a correctly assembled unit with the orientation of the double pulley, so that we may determine if I assembled this incorrectly, which is possible, or if these representatives were mistaken about the double pulley orientation, which is also possible. 

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 10/23/2024

  I hope this message finds you well.
  I wanted to address a recurring issue weve been facing. Despite our continuous efforts to provide guidance, it seems that our responses are not being accepted. This has made it challenging for us to offer the help that is needed.
  We understand the importance of clear and effective communication, and we are committed to supporting you. However, if our guidance is not being taken into consideration, it limits our ability to assist effectively. Our team has provided guidance and instructions on assembly. 

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22377782
  
  I am rejecting this response because: Titan refuses to give coherent assistance. I have been told many times that they have provided assistance or directions. They have not. 

  They referred to the instruction manual. The instruction manual CONTRADICTS what they are telling me. My current assembly matches the instructions that they provided. The only picture on the website that I can find showing the pulleys matches my assembly. 

  I ask that you provide a picture from your website showing how the pulleys should be aligned. Because EVERY OTHER PICTURE provided in your manual and what I can find on the internet contradicts what they are saying. 

  Nowhere in the instructions does it mention lining up the pulleys like they claim they should be. If they want to provide instructions on how to alter the machine based on what they say and instead of what the manual shows, that is fine. Please send me those instructions. 

  But please stop saying I assembled it incorrectly when machine matches exactly what your manual shows. I have sent you the pictures of my machine. I sent you closeups of the manual diagrams. I sent you closeups of the model on your website. They are all the same. So Show me a picture of how you want the pulleys to be and send me instructions on how to make it so. 

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/01/2024

  Hello, Thank you for contacting us. The customer's concern was being handled by our Product Support Team. Unfortunately, Despite our continuous efforts to offer guidance and support, our responses have been unaccepted. This has made it difficult for us to provide the necessary assistance effectively. Our team has provided guidance and instructions for assembly which have not been considered by the customer. This hinders our ability to assist properly.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22377782
  
  I am rejecting this response because: what the business stated is not true.

  I have assembled the unit according to the instructions. I have submitted photos showing that my assembly matches the schematics and diagrams in the provided instruction manual. Furthermore, the adjustments and orientations they are asking me to make are NOT mentioned in the instructions. 

  That is why I request that Titan show me a picture or diagram of what the unit should like, because every picture and diagram that I found, and have provided to Titan, show that my assembly is actually following their instructions. 

  These messages state that I am unwilling to accept their help when that is all that I am trying to do. I need help to fix my machine because what you are saying is different from the manual. So please, I am begging you, show me exactly where I am wrong in my setup by providing a picture or diagram, because all the diagrams and pictures you already provide on the website and manual agree with my current installation.

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/05/2024

  I hope this message finds you in good health.
  
  I wish to address a persistent issue that we have been encountering. Despite our continuous efforts to provide guidance, it seems that our responses are not being acknowledged. This situation has made it increasingly challenging for us to extend the necessary support.
  
  We recognize the significance of clear and effective communication, and we are fully committed to assisting you. However, the lack of consideration for our guidance restricts our ability to provide effective assistance. Our team has offered comprehensive instructions regarding the assembly process. Please read the emails again of which the Product specialist tried to provide assistance. Our agents are ready to assist you in this matter if we need to. Thank you. 

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22377782
  
  I am rejecting this response because: Titan refuses to answer my question or concern.

  From their previous response: "...Our team has offered comprehensive instructions regarding the assembly process. Please read the emails again of which the Product specialist tried to provide assistance..." Once again, the instructions that you have provided simply refer me to the instruction manual. I showed you the instruction manual which CONTRADICTS EVERYTHING each product specialist states. The specialist states that the double pulley I am referring to needs to be aligned with the weight stack. However, as I have shown you all already, the instructions that Titan has provided do not agree with the specialist statement.

  I have repeated this multiple times and have shown you close *** of the manual and pictures of my unit that AGREE with the manual. I am following the instructions--Titan is giving me contradictory information and I request clarification on that, not dismissal and referral back to the instruction manual. I will repeat this again--my assembly matches the instruction manual orientation. I have provided many pictures from your manual and my unit that show they are concordant. Furthermore, nowhere in the manual does it say to realign the pulleys to make them line up with the weight stack.

   So I will ask again--in fact I AM BEGGING--please instruct me on how to align the pulley system, because MY ASSEMBLY MATCHES THE DIAGRAMS AND PICTURES THAT ARE PROVIDED FROM TITAN. NOBODY FROM TITAN HAS EXPLAINED HOW I SHOULD ALTER THE GIVEN INSTRUCTIONS TO MAKE MY UNIT LOOK THE WAY THESE SPECIALISTS WANT IT TO LOOK.

  Instead of copying and pasting this response of me not accepting your help, just for ONE second, consider that I may actually be right. Consider why nobody has explained to me why the diagram shows the pulleys being off-set, and why the only picture on the website shows that the pulleys are off-set, but the specialists want the pulleys aligned? Consider that maybe your instruction manual is wrong? Maybe your product specialist is wrong? Maybe my unit is defective? It already arrived to my home pre-assembled incorrectly with a cable in the wrong orientation (that picture was already provided and acknowledged that it was assembled incorrectly before it arrived to my home). Is it possible that I am following instructions and that there is something wrong with this machine? 

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 12/19/2024

  Thank you for reaching out to us regarding the tension issue with your Titan Fitness Nemesis Single Stack Functional Trainer. We understand how important it is to have your equipment functioning optimally.
  We have sent you the recommended steps to release the extra tension on your trainer. Please check your email for detailed instructions. If you have any questions or need further assistance, don't hesitate to contact us. We're here to help!

  Customer Answer

  Date: 12/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  **** ******

  , PA 19083

  
  

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Approximately two months ago I ordered a lat pull-down machine from Titan Fitness. It is still under warranty. One of the pulley cables has broken. All I wanted was for them to replace the cable. They said they wont because I installed it wrong and thats what caused the damage. That is not true at all. I installed it 100% correctly. I sent pictures and everything. I want them to replace this cable immediately. I cant use the equipment until I have a new cable. Please help me with this matter.

  Business Response

  Date: 11/01/2024

  Hello, Thank you for contacting us.

  Upon checking the details, this concern was handled by our Product Support and Warranty Specialist. As the customer has been advised, after provided photos were reviewed, the warranty claim was denied as this issue was found to be due to incorrect routing of the cable. Because of this, we are unable to send a new cable at no charge but the customer was advised that the part can be purchased since the warranty claim has been denied due to assembly error. This issue was reviewed again as customer requested. After a second review of the warranty claim photos, the claim is still denied as the photos of the bolts the customer provided show grooves, which indicates incorrect cable routing. There shouldn't be any grooves on the bolts. When the cable is under tension, it presses against the bolts, leading to rapid wear, exposing the bare wire, and eventually damaging the bolts. The dents/grooves in the bolts confirms incorrect assembly.  This is our final decision for the warranty claim. Thank you. 

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22342401
  
  I am rejecting this response because:
  I did not assemble the cable wrong as you assumed I did! The grooves were on the bolts when I received them from you! Send me another cable now! Stop toying with me over this. *** bought numerous products from you in the past and youre really gonna scam me on this topic??? Dont be that company. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/04/2024

  I hope this message finds you well. As previously discussed, the issue with the cable appears to be due to incorrect routing. Consequently, our Senior Specialist has denied your warranty claim.
  

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22342401
  
  I am rejecting this response because:
  I did not install the cable wrong! How many times do I have to say this? Send me a replacement cable so we can be done with this already!
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/05/2024

  Thank you for your reply. As previously advised, the issue with the cable was determined to be due to incorrect routing. Because of this, our Senior Specialist has denied the warranty claim. 

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22342401
  
  I am rejecting this response because:
  As expressed before. Your determination is wrong. I did not route the cable incorrectly. You sent me bolts with grooves already on them. Now stop with all this nonsense and send me a new cable so we can be done with this already!
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/06/2024

  Hello, 

  The discussion will not change. The warranty claim has been denied. 

  As previously discussed, the issue with the cable appears to be due to incorrect routing. Consequently, our Senior Specialist has denied your warranty claim.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22342401
  
  I am rejecting this response because:
  I DID NOT install the cable incorrectly!!!! Stop telling me I did. I want this to be sent to the owner of the company immediately! *** bought numerous products from this company and Im appalled the way Ive been treated. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/13/2024

  Hello, The warranty claim has been denied. As previously discussed, the issue with the cable appears to be due to incorrect routing. Consequently, our Senior Specialist has denied your warranty claim. This is our final decision for the warranty claim. Thank you. 
  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22342401
  
  I am rejecting this response because:
  I did not route the cable wrong. No matter how many times you say it, it doesnt make it true! I want to speak to the owner directly! Im a loyal titan customer and I demand a new cable immediately!
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/02/2024

  Hello, 
  The discussion will not change. The warranty claim has been denied. 
  As previously discussed, the issue with the cable appears to be due to incorrect routing. Consequently, our Senior Specialist has denied your warranty claim

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22342401
  
  I am rejecting this response because:
  As I explained before, I did not route the cable wrong!!! And Im tired of you saying I did. Now send me the new cable or Im contacting my lawyer. I also want to speak directly to the owner now!
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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 a flat bench from TitanFitness in June 2024 and declined their "shipping insurance". When the package arrived, it appeared heavily damaged and coincidentally a washer had fallen out of the box when I placed it on the floor. The 50 lbs of powder coated, metal bits were loosely left inside with minimal packaging (light bubble wrap). I contacted their support, sharing photos of the packing and resulting damage. They responded saying that "We make sure items are packaged securely" and that "I see that you opted out of the shipping insurance that covers instances like this". Their statement is inaccurate and feels like a scam. If the contents were indeed packed securely then I could understand insurance being used to recoup losses resulting from a careless shipping carrier. However, the way this was packed would leave any carrier at risk for damaging the items and possibly other packages. TitanFitness should be held responsible for their bad shipping practices. Sadly, if I were to want to resell this "new" bench, I don't even think it would qualify as "like new" as it arrived scuffed. Shameful.

  Business Response

  Date: 07/08/2024

  Hello,

  We sincerely apologize for the inconvenience caused by the damaged item you received. Your satisfaction is our top priority, and we deeply regret any inconvenience this may have caused.

  I see per previous communication that you were offered a partial refund and accepted that for the damage. Please allow up to 7-10 business days for this to apply back to your recent method of payment. 

  Additionally, we highly recommend purchasing route insurance for future orders. This will provide added protection and peace of mind during shipping.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21927362
  
  I am rejecting this response because:

  I would not have purchased this product had I known the packaging was expected to be shoddy and that shipping insurance was essential to compensate for poor packing.  Does purchasing coverage mean I'm subject to additional back and forth with a 3rd party insurer instead?  From a consumer standpoint this is still silly.  *********** should be more up front about this upon purchase.

  This $200 flat bench is considered "expensive" relative to competitors.  As a customer, I don't expect to pay a premium and get something damaged upon arrival because there was insufficient effort in packaging.

  Additionally, I shouldn't speak on behalf of carriers, but there's no way carriers recommend folks to ship products this way.  It is absurd to have large, heavy, sharp, metal objects loosely bouncing around in a box, only to protrude in transit, and endanger the condition of other contents and other packages.

  I would never want to purchase anything from a company that treats their products this way (parts, literally, falling out of the box upon arrival).  It's a clear indication that they have quality problems and I wouldn't trust other decisions they make.

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/28/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 lat pulley attachment from Titan Fitness in February 2024 that was made specifically for the power rack (T2 version) I had previously purchased from Titan fitness. However, upon receiving the item, it was my observation that this pulley attachment did not work with the T2 rack I had (mine was an older version that has since been updated to fit this attachment). Titan customer support staff informed me that they had a retrofit bracket kit that would allow me to secure the pulley tower attachment to my rack. However, this item appeared to be out of stock. Since February, I have called Titan fitness and have spent countless hours trying to find out when this item would be back in stock. Every time I spoke to their team, I was told to call back in about two weeks for an update. Not once was I told this item was discontinued or that my best option would be to return the attachment I purchased. I have been bounced around and spoken to many different representatives with Titan, who just told me I would not be able to return this item or be able to order the retrofit bracket, as the item is discontinued. I have been mislead for MONTHS by this company in order for them to avoid a returned item that is 100% useless to me without the bracket that they TOLD me continuously would be in stock from the manufacturer soon. I am beyond disgusted with the way I have been treated, mislead, and disregarded as a returning customer. I am without use for this item that they can absolutely restock and resell, but I cant. This whole situation was a bait and switch; months of holding out for an item that was never to be made available again. This is a repugnant company that I will never, ever recommend to anyone I care about. Lastly, *********************** has been assisting me with next steps for a possible return, and I had informed a previous staff member I spoke to that I no longer have the original packaging. I was just told today by ******* that the return cannot be approved.

  Business Response

  Date: 07/17/2024

  Thank you for contacting Titan.

  Upon reviewing the customer's concern regarding ordering a product that is incompatible with their product, the customer was informed that we will need to adhere to our Return Policy guidelines. Since the item no longer has the original packaging, as stated in our Return Policy, we are unable to accept the return. The details of Titan's return policy were provided to the customer for reference. 

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21915634
  
  I am rejecting this response because: Titan Fitness continuously encouraged me to wait for the retrofit bracket to be in stock and did NOT encourage me to return the lat pulley. I was strung along and never once was told that the item had to be returned with its original packaging. The customer service Ive experienced with ********************** is abhorrent; I have been duped out of having a usable product and I have been led to believe I would soon be able to purchase the retrofit bracket required for this item. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/18/2024

  Hello ******,

   

  We do apologize for the inconvenience. However, our management team has denied this return due to not having the original packaging. We apologize for the inconvenience.

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 a scratch and dent wall mounted cable pull system. The product arrived with a damaged box. Additionally, a piece was missing from the set. I contacted customer service and have not heard back in several days. I would like to exchange the item for new replacement with no scratches or dents. #*******

  Business Response

  Date: 06/10/2024

  We sincerely apologize for any inconvenience caused by the missing part in your recent order. We understand how frustrating this can be, and we appreciate your patience.

  Unfortunately, we do not accept returns for scratch and dent items. However, we have good news! We have the missing part available and would be happy to send it out to you.

  Please reach out to our customer service team to confirm your shipping address and provide any additional details. 

• Initial Complaint

  Date:05/15/2024

  Type:Product 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.

  Hello,I am reaching out regarding my recent purchase of a squat rack on March 28, 2024, for which I paid $817.16 from Titan Fitness. Upon receiving the squat rack on April 2nd, I discovered significant quality issues with the black coating on the upright metal bars and spotter arms. These issues, which included chipping and damage, were evident upon opening the boxes the following day.Upon discovering these defects, I contacted Titan Fitness on April 3rd to address the matter. However, the proposed solutions offered by Titan were unreasonable. They presented two options: either accept a return with me bearing the cost of return shipping, which would amount to a substantial sum, along with a 20% restocking fee, or receive a mere $53.78 discount.I expressed my disappointment with these options, highlighting that the advertised condition of the product did not align with the received item's quality. I requested a discount ranging from $200 to $150 to offset the diminished value of the product, Titan Fitness refused to accommodate my request. I tried working through my card issuer but they stated they are unable to help.I purchased the squat rack under the assumption that it would be in brand-new condition, as advertised on their website. However, the received product clearly did not meet this standard, effectively equating to the purchase of a used item at the price of a new one.In light of Titan Fitness's failure to act in good faith and resolve this matter satisfactorily, I am seeking assistance to address this issue. I am happy to keep the product if Titan Fitness is willing to offer a more reasonable discount. Alternatively, I would appreciate Titan Fitness sending replacement parts for the defective components at their expense.I appreciate the help on this case,****

  Business Response

  Date: 05/16/2024

  Hello, 

  Thank you for reaching out to Titan. We apologize for any inconvenience the customer may have experienced. After reviewing the issue, we have determined that the product is fully functional but has minor scratches likely incurred during shipping. We offered a 10% partial refund to account for this issue. It's worth noting that we provide shipping insurance, which the customer declined. As the scratches do not impact the item's functionality, the 10% partial refund is our final offer. If the customer choose to return the item, we can provide return labels, but please note that a restocking fee will apply.

  Customer Answer

  Date: 05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***********************

  1755 *********************************** UT 84037