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:05/10/2024

  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.

  Below is the communication I have with Titan Fitness thus far. Since 4/3 I have not been able to get an update regarding this issue.4/3 **** (email) **** asked for address to send a replacement. I emailed back the same day my address.4/22 ******* 0918 (phone)Someone will update me in the next ***** hours on claim. -no response 4/24@ 1816 (phone) Pending; under supervisor approval; should get update by tomorrow. -no response 4/26- no return call @1728 (phone)4/29 ******@1052 (phone)****** sent a direct message to **** who is the supervisor. Update will be provided in ***** hours. She confirmed my phone number and email address. -no response 5/1 Jonas@1113 (phone)warranty team only available by email for f/u as they do not make phone calls. Will be updated in 24 hours. Asked to have escalation team call me and he agreed to this. They did not call. -no response I have sent 7 emails asking for update/info: April 5, April 12, April 16, April 17, April 20, May 1 and May 3. No response each time.Description of plates: **************************************************************************************************************************************** Tolerance listed at +/- 3%Discrepancy of 11% (6 pounds too light)Of note, this was bought as a pair. One is defective and one is accurate (have pictures of each plate on a scale, per their request).I would like an update as it has been over one month now since they asked for my address to send a replacement. I have not received anything. This is poor customer service.

  Business Response

  Date: 05/13/2024

  Hello,
  
  Thank you for contacting Titan. We have reviewed the order carefully, and unfortunately, the customer does not qualify for a replacement. The order was placed in 2022, and we offer a 1-year warranty only at this time. Therefore, the customer is outside of the warranty policy. However, we have contacted the customer to discuss the situation and find the best solution. The customer has agreed to the final resolution. Thank you. 

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21692832
  
  I am rejecting this response because:
  In the response through the BBB, the proposed resolution is not in writing. The attached document is the personal email I received today. If a coupon is sent to me to resolve the issue, this will cover the replacement of the defective item and satisfy my complaint. Please advise.

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

  Business Response

  Date: 05/14/2024

  Hello, Thank you for our response. According to ZD email ticket# *******, this has already been handled by Titan's Warranty specialist. He reached out to the customer on 5/13/24 and offered a $100 coupon code as a resolution for the inconvenience. Customer accepted. 

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21692832
  
  I am rejecting this response because:
  No coupon has been issued. It has been offered, but it has not been issued. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/15/2024

  Hello, Thank you for your response. As of today, 5/15/24, our records indicate that a $100 discount code has been provided to the customer by our Warranty Specialist via Ticket #******* as a resolution. 

  Customer Answer

  Date: 05/18/2024

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

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

  ************ Pl

  ***********, FL 32608

  
  

• Initial Complaint

  Date:04/12/2024

  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.

  Had many past orders with Titan Fitness in the past, however this order had multiple manufacturer defects. It also had damage from shipping but I will not be seeking damages as they already told me that since I didnt buy insurance they are not responsible for the very poor packing of the items that ripped through the boxes and caused additional damages. Back to the manufacturer defects there are many spots where they had missed spray painting or the coat is uneven. Looks nothing like the pictures. It would have known the spray quality was so poor would have bought the non-chromed version. There was also what appears to be hair that was spray painted and embedded in the weights; that I sent pictures to Titan Fitness but again I was told that they would not honor their manufacture warrenty and I would have to cover the return shipping. The weights have a clear manufacturing warrenty that the company has refused to honor. **** will not honor a return, but there was clear manufacture defects, he likes to high ten that there return policy of course they follow strict guidelines that the return must be paid by me. However they dont follow there own manufacture Warrenty and keep sending me emails to purchase the protection plan. The item clearly says it has a manufacture defect warrenty already but wont honor.

  Business Response

  Date: 04/15/2024

  Hello, thank you for contacting Titan. The customer's issue with receiving damaged boxes which resulted in mild damage was handled by our Product warranty and support specialist via Ticket #*******. The customer was advised that since he opted out of the *************** protection that we offer which covers damage by the carrier during shipping, we will not be able to waive our Return policy guidelines and any associated fees to return. As we have offered, we will honor a return request in accordance with our standard return policy and all the terms and fees will apply.

  Thank you

• Initial Complaint

  Date:04/07/2024

  Type:Sales and Advertising 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 am quite dissatisfied with a product that I recently purchased from Titan. Previously the equipment that I had purchased from them had no issues. On March 13, 2024, I emailed customer service letting them know that the small plyo box I received was not sturdy and could lead to a serious injury if used. Titan offered to accept the return but with charging me a 20% restocking me. I do not agree with being charged a restocking fee due to Titan making a faulty and unsafe product. We have gone back and forth with several emails. On March 25, 2024 Titan offered me the option of keeping the product and giving me a 20% discount. I do not agree with keeping the product. The product is faulty and unsafe; as such I am requesting a full refund! On April 3, 2024 I sent another email asking the status of my issue and I have not received a response! At this point I think they are attempting to run out the 30 Day refund policy. I was well within the 30 days of purchase when I asked for a full refund. Again I should be entitled a full refund!

  Business Response

  Date: 04/12/2024

  Hello, 

  Thank you for contacting Titan. On 4/10/2024, we sent an email to the customer offering a full refund for their purchase with a return. Upon further investigation, the customer's request for a refund has been approved. We will be sending return labels for the product via email. If the customer has any further questions, they can contact us at **************. Our friendly agents will be happy to assist. Thank you.
  
  
  

• Initial Complaint

  Date:03/18/2024

  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.

  Details:- Order was placed on 1/16/24.- Support ticket was submitted on 2/6/24.- The cables for the Lat Pulldown machine are not long enough. I have them run according to the manual and have tried multiple times. I sent them multiple pictures of the issues without any response to them. - I am no longer getting any responses from anyone at Titan via email or online chat.

  Business Response

  Date: 03/19/2024

  Hello, Thank you for contacting Titan. This issue regarding SKU 400467 from order# *********** is currently being handled by our Product Support and Warranty Team via open ticket #*******.

  As of 2/8/24, the customer was advised that the warranty team will have to look into the issue with the cables being too short and is coordinating with our ******************* Team to review this case. The customer was also advised that this may take 30 - 45 days as we have to involve our engineers to ensure that we handle this concern appropriately to provide  the best possible resolution.  As of 2/28/24, the customer advised that he modified the ***** off of each cable (giving  about 2 extra inches) and now the product operates perfectly. However, this issue is still being reviewed. 

  
  

• Initial Complaint

  Date:02/27/2024

  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.

  Received product on 2/25/24. Downloaded instructions as directed. Despite following the instructions, after an hour and multiple attempts at trying to assemble the product, it became clear that the parts didnt fit together properly such that at least one of the 4 bolts that hold the product together couldnt be inserted because the holes didnt align.Brought this to the attention of Titan via their website at first asking for product support with the hope that there was a way to assemble the product that wasnt apparent from the instructions. After some exchanges of emails, Titan invited me to send the product back to be eligible for refund, if a refund is applicable. No mention or provision was made in the email regarding the cost to ship the item back, as such it seems that Titan is expecting me to bear that cost (and presumably the 20% restocking fee that is part of their return policy).This is clearly a defective product that Im having to return because it fails the warranty of merchantability as it is not in any way fit for its intended purpose. This is not a volitional return on my part merely because Ive decided that I dont want an otherwise useable product. As such, I shouldnt have to bear any costs or penalties associated with returning this product for a full refund.

  Business Response

  Date: 02/28/2024

  Hello, 

  Thank you for contacting Titan. We apologize for any inconvenience caused to the customer. Our intention was to process the return of the order at no cost to the customer. We have re-sent the return and packaging labels to the customer in case they did not receive the first email. If the customer has any further questions, they can contact Titan for assistance and one of our friendly agents will be happy to help. Thank you.

  Customer Answer

  Date: 03/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. I have now received another item that is able to be put together properly and am satisfied with this outcome.

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

  , ** 02176

  
  

• Initial Complaint

  Date:02/14/2024

  Type:Sales and Advertising 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 placed an order for an accesory to a gym rack on the companies website and then minutes later realized product wouldnt fit i immediately contacted them via email asking for order to be cancelled. The next day i received an email from customer service saying they cant cancel orders and that i could return item after it arrives at my own cost and with a 20% restocking fee. My issue is that any company operating today has the ability to cancel an order immediately after its been placed. This company id doing this so they are guaranteed 20% of purchase price even if order is placed in error

  Business Response

  Date: 03/01/2024

  Hello ******,

   

  We sincerely apologize for any inconvenience caused by the delay in resolving your recent order issue. Your feedback is invaluable to us, and we appreciate your patience during this process.
  

  I am pleased to inform you that your item is currently being rerouted back to us. Once it is received, our team will promptly process a full refund within 7-10 business days. You will also receive a separate refund for the Route protection as well. 

  
  We understand how important timely resolution is, and we are committed to ensuring that you have a positive experience with our company. If you have any further questions or concerns, please do not hesitate to reach out to our customer service team.

• Initial Complaint

  Date:01/10/2024

  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 T2 Y series dip attachment from Titan. Reading the reviews on their own website, it was noted that the attachment fits a 2x2 rack with 1" holes. Reviews stated it worked with third party rack systems. The attachment doesn't fit. When I spoke with customer service, they do not acknowledge that they are responsible for what they include on their website. There are 2 separate reviews from >1 year ago that stated compatibility (which it is not compatible). This is false promotion and Titan wants me to pay return shipping and 20% restocking fee. I spoke with customer service and they claim the review was honest, but **************** is not owning that it's NOT honest/accurate information and misleading to not have clarified anything that they are using for advertising on their own website. It's not a review on a third party site, it was on their own website. False marketing tactics. They should be ashamed of their customer service. and marketing tactics.

  Business Response

  Date: 01/15/2024

  Hello, 
  Thank you for contacting Titan. Unfortunately, the customer's order does not meet the return policy requirements. The customer mentioned that they relied on the reviews of other customers to make the purchase. Please note that the reviews are the customers' honest opinions and do not represent Titan's recommendations. To avoid any fees due to buyer's error, customers must follow Titan's product overview and details when making a purchase.
  
  However, the customer can still return the item within 30 days, but a 20% restocking fee will be charged, and the customer will have to arrange for a carrier to return the item. If the customer has any questions, they can always contact Titan, and our friendly agents will be happy to assist.
  
  Thank you for your understanding.
  

• Initial Complaint

  Date:01/10/2024

  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.

  On December 21, 2023, I ordered a 60" barbell from Titan Fitness, and I received the item fairly quickly on December 23, 2023. As I was removing the item from the packaging, I felt an significant ***** or **** on the shaft of the barbell near its center. I further noticed that one of the sleeves on the barbell sounded loose. Within minutes, I contacted Titan Fitness informing them of the problem and including a photograph of the damage on the shaft. I did not propose a resolution at the time because it seemed obvious that the barbell had arrived damaged from the factory, as the packaging showed no obvious signs of damage. One would reasonably expect that Titan Fitness would have offered to replace the barbell under the circumstances.After communicating further with Titan Fitness, I discovered that the sleeve was not damaged; instead, the snap ring which held the endcap in place was not fully seated, so I was able to fix that issue on my own. However, that still did not resolve the issue of the obvious ***** on the center of the shaft which is uncomfortable to the touch.Strangely, Titan Fitness emailed me asking for my proposed resolution rather than offering a replacement. I indicated I would like the barbell replaced due to the clear damage and the discomfort it would impose on a user. ********************** responded by stating that the damage was minor and it would offer no resolution. After this terse denial, I responded that I disagreed that the damage was minor, and further stated that I did not contract for a damaged barbell. Since this response several days ago, Titan Fitness has not communicated any further with **** am incredibly disappointed in the company's poor customer service and its intention to dispose of a damaged barbell on me when I ordered a new, undamaged barbell. Appended are photos showing the ***** in the barbell. If BBB mediation is unsatisfactory, I will do a chargeback of the payment and allow Titan to arrange for pickup of the barbell.

  Business Response

  Date: 01/11/2024

  Hello ****,

   

  I hope this email finds you well. I am terribly sorry to hear this item arrived damaged. We will be happy to offer a 10% partial refund, or you may reach out to our customer service department and request a return. 

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21118149
  
  I am rejecting this response because: This response is completely unacceptable, and it has already been offered by the business. $9 off a barbell that has a glaring flaw and could potentially cause an injury is unreasonable. I did not order a barbell with a major ***** on a portion that will come into contact with my body or the bodies of other persons using my gym space.

  Since the employees at Titan Fitness are seemingly unable or unwilling to contemplate how this piece of equipment may be used, I will provide a hypothetical explaining my concerns: Let's say a person, whether a child or adult, uses this damaged barbell to perform barbell back squats. Let's further assume that the individual has anywere from 135 pounds to 315 pounds in total weight affixed to the barbell while it is in position on his or her upper back, neck, or trapezius, depending on the manner the person chooses to perform the squat. Neither of these propositions are unreasonable, and both are completely in line with the expectations of a reasonable consumer or business in the ****et to purchase or sell a barbell, respectively. If the weight was to shift on the body, even slightly, through failure of the performance of repetition, a stutter step or bump during walkout, placing the barbell back into the rack (which generally is not a soft landing at those weights), or any other multitude of reasons, does Titan Fitness genuinely believe that a ***** in the barbell with distinct, rigid edges would not cause discomfort or potential skin injuries to the person using the barbell?

  I understand the machining process, and I am well aware machining ****s or imperfections that are inherent in the process of the manufacturing steel on a lathe or CNC. This defect is not a machining **** or imperfection such as that. This is the absence of a significant portion of metal that runs the risk of causing injury or otherwise making use of the barbell unpleasant. I have received many barbells over the years from a variety of companies with machining ****s without issue and had no reason to request a replacement or refund. The defect on this barbell is not one of those inherent to the nature of machining equipment. This is better characterized as damage or a significant machinist error.

  When warranting a product as fit for use for a particular purpose, a company should ensure the product received by the other party to the bargain receives that which was advertised. A reasonable consumer has every right to expect that the barbell comports to the standards for the particular purpose for which it is advertised and, generally, no more. This product is not fit for the particular purpose for which it was sold, and, if properly inspected by Titan Fitness prior to shipping to me, would have reasonably been determined not to be merchantible in its present state. This raises another, perhaps rhetorical, question--if this barbell is returned to Titan Fitness in its original packinging and in its unused state, does Titan Fitness plan to sell this barbell to another unwary consumer without a warning of the defect or to re****et it as a first-quality chattel? I would certainly hope that is not the case, but this entire episode has left me uncertain about the manner in which Titan Fitness conducts its business.

  In short, Titan Fitness' proposed resolution has not moved the discussion forward, especially considering that I previously rejected the very offer it is presenting now. I have yet to receive that which I purchased, i.e., a functionable barbell that poses no risks of discomfort or injury through its use, and I absolutely will not accept a solution that does not include in its terms: (1) replacement of the barbell I received with a model consistent with that advertised on Titan Fitness' website or (2) the approval of a return entirely at Titan Fitness' expense. The company is welcome to send a ***** or *** driver (or other reputable shipping company) to my residence to pick up the item in its original packaging and in an unused state. However, this latter solution will only be acceptable after Titan Fitness has refunded the money, in its entirety, that I sent them with this purchase. I am not spending any more of my time or money remedying this problem created entirely by Titan Fitness' intransigence, which includes driving the barbell to a shipping store even for a full refund.

  To be clear, I do not fault Titan Fitness for shipping a damaged barbell as any company acting in good faith can occasionally send defective products; instead, I fault Titan Fitness for refusing to even acknowledge the damage to the barbell shown in the pictures I have included and so desperately attempting to hold onto the money that I sent them with the intention of purchasing a first-quality (note, this does not mean "perfect") barbell.

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

  Business Response

  Date: 01/12/2024

  Hello, 

  Thank you for contacting Titan. The customer has rejected our offer. The final offer is a 10% partial refund or to return the item. If the customer decides to return the item, ********************** will pay for the item to be returned by emailing shipping and packaging labels. A 20% restocking fee will apply since the damages are minor and does not affect the functionality of the item. Thank you. 

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21118149
  
  I am rejecting this response because: Titan Fitness' unwillingness to meaningful engage and conclusorily state that the barbell is fully functional demonstrates that this mediation has been ineffective. I appreciate BBB's efforts in trying to have this business engage, but it's sentence-length responses demonstrates that this attempt at mediation will have no further value.

  I will initiate a chargeback in relation to the damaged property that I was sent by Titan Fitness and it intends to dispose of through me.

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

  Business Response

  Date: 01/18/2024

  Hello, 
  Thank you for contacting Titan. The customer has rejected our offer. The final offer is a 10% partial refund or to return the item. If the customer decides to return the item, ********************** will pay for the item to be returned by emailing shipping and packaging labels. A 20% restocking fee will apply since the damages are minor and does not affect the functionality of the item. Thank you. 

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21118149
  
  I am rejecting this response because: I have already rejected this counteroffer. I do not understand the reasoning behind Titan Fitness sending me an identically-worded counteroffer that I previously rejected only a few days ago. I would like to believe it was a mistake on the part of Titan Fitness.

  I have submitted a chargeback to my credit-card company indicating that I did not receive the goods for which I paid. Rather, as I informed my credit-card company, I received a damaged version of the item, which has a noticeable defect which will affect the ********************************** no person in my gym will be using that barbell for squats, deadlifts, or any exercise requiring interaction with the center of the barbell's shaft to avoid a potential injury. If the credit-card company rejects my chargeback, the barbell will likely be going to the scrapyard. I will look to a competitor to provide an alternative product and the support that has not been provided by Titan Fitness.

  I have probably spent around $1,000 on various Titan Fitness equipment in the past few years between purchases from their website and purchases on Amazon. I have left positive reviews for many of those other items as I had no issues. Yet, despite this, Titan Fitness is abandoning this relationship after sending an obviously damaged barbell and demanding I incur a penalty of 20% of the cost of the barbell for its mistake prior to sending me an undamaged barbell. This is the first time I have left negative feedback for its website (which noticeably has not been posted online despite more recent, positive reviews appearing for this barbell from other consumers). I cannot fathom the reason Titan Fitness would abandon such a relationship over $18, but it is free to do so.

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

• Initial Complaint

  Date:01/03/2024

  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.

  We purchased a seated stationary bench from Titan in November 2023. After receiving the bench, we realized that the weight capacity, including user, was only 330 lbs. In the ********************** industry, that's a very light-duty bench. A competitor, Valor Fitness, sells a bench for the same price that has a 750 lb. capacity. Titan's website says that it's equipment is strong, made from high quality materials, and will withstand your most intense workouts. With regard to the equipment we purchased, all of those statements are blatantly misleading. Titan would accept a return, but only if we paid for the return shipping and a 20% restock fee. The combination of those 2 items would be more than 50% of our purchase price. The bench is in a sealed box, exactly as we received it. I contacted Titan on several occasions via phone and e-mail, and they aren't budging from their corporate policy. I was hoping that they would show some level of understanding and bear the cost of shipping and restock to retain a customer.

  Business Response

  Date: 01/04/2024

  Hello, 

  Thank you for contacting Titan. It seems that the customer is unhappy with the weight capacity of a product they purchased. However, the weight capacity is clearly listed in the product description, which the customer should have reviewed before purchasing.
  
  The customer purchased the item on November 22nd, 2023, and contacted us on December 26th, 2023, which was outside of our return policy. Despite this, we have decided to make an exception and accept the return. However, the customer must follow our return policy and start the return process by January 10th, 2023. If they have not given the item to the carrier by this date, we will not accept the return or issue a refund.
  
  I have attached the product description and Titan's return policy, which the customer must follow to receive a refund minus the 20% restocking fee. Please let us know if you have any further questions. 

• Initial Complaint

  Date:12/27/2023

  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.

  The item showed up damaged and they will not replace it. They want to give me $25 to keep it or I can pay to return it and get my refund. I dont want to refund I want one thats not damaged.

  Business Response

  Date: 12/28/2023

  Hello, thank you for contacting Titan.  Our records indicate that issue was handled by our Product Support Team. The customer received the item with minor cosmetic damage caused by the carrier as indicated by the provided photos. As a courtesy to the customer, we offered the customer a 10% partial refund which is the most we can offer as compensation for this. Customer declined.

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21061202
  
  I am rejecting this response because:would you be ok with the damage done I spent $1500 it doesnt look good with the deep scratches in it where it was drug across the concrete and you think a ***** refund is ok
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/29/2023

  Hello *****,

  I am sorry to hear your item arrived with some damage. I see that our product support team has offered a partial refund for the damage. Unfortunately, we will not be approving a full replacement. Please let our team know if you would like to receive a partial refund and we will be happy to assist you. 

   

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21061202
  
  I am rejecting this response because: $24.99 is just a insult for what it cost me and now Im stuck with a damaged product 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/26/2024

  Hello,

   

  I hope all is well. I am terribly sorry for to hear your item arrived damaged. I understand that a 10% partial refund was offered to keep the item as is. I would like to offer a 20% partial refund for the damaged item and inconvenience. 

  Please let us know if 20% will work for you. Thank you for your time. 

  Customer Answer

  Date: 01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Im not at all happy with it they should stand behind their products and replace it but I guess they will do everything to not be a good business I will never buy anything from this company again.

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

  13910 2nd St

  *****, ** 61554