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:12/08/2023

  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 chose to order my equipment through Titan ONLY after I was offered a 10% discount on the order. I was hesitant because I always buy from Rogue, but figured it's worth a shot. I was prompted to put in my email and cell # in order to received the discount ( I received the confirmation text right away). I did. I was never given a discount code at check out and the adjustment wasn't made when I purchased. I did take a snapshot of the order on my phone as a "just in case". After contacting them promptly to discuss the issue, there was about a week before receiving a response. From there I sent the snapshot, but was told this wasn't enough information. The bottom line is that they can easily check to see how my information was given, why, and when, but nobody is interested in doing this. I own a mortgage company and have never made a consumer complaint. It's not about the money. This is deceptive advertising and it seems like there are other similar issues floating around out there.

  Business Response

  Date: 12/26/2023

  Hello, Thank you for contacting Titan. Our records indicate that the customer reached out to us regarding applying the 10% discount code he received on 12/8/23 to order# ***********. This was approved to apply to the non-sale, regular priced items on his order as promotions can not be applied to sale items as indicated in the Price Adjustment Policy on our website. On 12/13/23, A partial refund was processed in the amount of $85.86 to credit back to the customer's original payment method and the customer was also informed via email.

   

• Initial Complaint

  Date:11/07/2023

  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 September 1st 2023, I placed an order ************) with Titan Fitness using **************** I have completed payment on all but one of the pieces of equipment that I ordered. That piece of equipment, the Plate Loaded Linear Hack Squat Machine, which I paid approximately $700 for is defective. It was made with cheap materials and poor construction. I filed the first warranty claim for a defective part in mid September. That part was replaced with another defective part. I took the original part, which was a substantial piece of steel to the scrap yard and got $2 for it, which indicates the quality of the material. have filed another warranty claim with Titan Fitness for the same part as well as an additional defective part, in mid October. Since then, I have repeatedly tried to contact them this email and phone. They use a **********- based call center for customer service, and they keep telling me that my warranty claim has been expedited to a supervisor, yet I have not heard from anyone from the company for several weeks. Between the cheap materials and incompetent construction, the machine is impossible to assemble. I feel that even if they were to send me a completely new machine, it would be dangerous to use if I were able to assemble it. I am a disabled Veteran living with chronic pain and purchased this machine based on advice from my VA physical therapist and a family member who is a certified fitness trainer. I have stopped payment on the loan I used with *************** and notified them why. I have asked the company for a complete refund due to the quality control issues, but as I have stated, Ive heard nothing from them in nearly three weeks.

  Business Response

  Date: 11/27/2023

  A full refund was issued for the linear hack squat machine for customer ***************************** in regards to this quality concern.
  

  Customer Answer

  Date: 11/27/2023

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

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

  2309 **************

  **********, ** 28401

  
  

• Initial Complaint

  Date:10/03/2023

  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 lying leg curl machine about three weeks ago , I received my package at first and all the hardware was missing , I called to have it shipped and then it came in a then the tubes were missing , I had to call again to have them shipped and I get my shipment which it was delayed and all they sent me was bubble wrap with no tubes , this is ridiculous absolutely someone in that wear house is not doing there job correctly.

  Business Response

  Date: 10/31/2023

  Hello, 

   

  We are terribly sorry for the experience you have had with this order and for the inconvenience it has been. I am showing on 10/3 that we issued another replacement for the tubes, and they were delivered on 10/6.

  I hope all is well. If you have any further questions or concerns, please don't hesitate to reach back out to us. 

• Initial Complaint

  Date:10/02/2023

  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 weightlifting belt size XL. I used their sizing guide published on their website to select the correct size. When the belt arrived, it was way too big. I contacted the company and requested an exchange for a smaller size (size L). I was told they dont do exchanges and that I would have to return the incorrect belt at my expense AND pay a 20% restocking fee. This would represent about 50% of the purchase price between return shipping and the restocking fee.I complained and was connected with their customer service team and after sending photos of the belt, my measurements and screen shots of their size guide from their website, I was told they wouldnt do anything for me. I was told I would need to return the current belt and purchase a new one in a different size. Additionally, I had previously purchased another belt from them, sized L, and it barely fits (on the largest hole and its very tight), so with this belt, I went to the larger size I also provided photos of this belt as well.

  Business Response

  Date: 10/04/2023

  Hello, Thank you for contacting Titan Fitness. Our records indicate that this issue was handled by our Product Support Specialist. Customer requested to return the weight belt due to it not fitting. Customer purchased the XL size as their size is 36", which according to our website, should ******" - 41". Customer states it is too loose and provided photos showing the correct length for XL based on our website. Customer wants to return the item but does not agree that he should pay return costs and restocking fee which is indicated in our Return Policy on our website. However, since there is not an issue with the item, the customer is responsible for these costs if he chooses to return. 

• Initial Complaint

  Date:09/27/2023

  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.

  On 09/03/2023, I purchased workout equipment in the amount of $1308.43. Of that, one item I purchased Loop Resistance Band Multipack for $59.99 plus tax is the item I am disputing and want a resolution to. When received, these bands were NOT what was in the item description, as the item description stated these bands could be used for pull-up assistance. Upon arrival, these bands are only about 12in in length and provide no assistance with pull-**** I reached out to the company on 09/15/2023 after I had a chance to open and setup all of the equipment received. I contacted the company four times over the course of 10 days (long waits before getting responses from company) and was essentially told I would not be able to return product as I didnt have the original box item was shipped inmind you my order came via Freight on a pallet with multiple boxes. To further add insult to injury, they stated that even if I had the original box, Id have to pay return shipping AND pay a 20% restocking fee despite the fact that my order was based on false advertisement. I do have the order information which is #***********, and I have all documentation that came with bands including a warranty card.

  Business Response

  Date: 10/03/2023

  The purple and green bands are intended for use light pull-up assistance. These have been tested to work this way and were not advertised falsely. In order to return them, the customer will have to pay the return shipping and the restocking fee. We are willing to allow the customer to return in whatever packaging they would like to use, though. 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20665510
  
  I am rejecting this response because:

  the Bands are only 12 inches long  there is no way to use these for pull-up support.  They were falsely advertised and the business should refund the amount due to this error.
  see attached photo for size comparison to my hand.
  
  Sincerely,
  
  *********************
  

  Business Response

  Date: 10/09/2023

  Upon further review, I agree the bands that were received don't have the proper length necessary for any recommended pull up bar exercises. A full refund will be provided, and credit back to the original payment method within 5 - 8 business days. I do apologize for this initial confusion, and delay of a prompt resolution. I appreciate your patience throughout this process.

  Customer Answer

  Date: 10/09/2023

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

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

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

  ***********, ** 87111

  
  

• Initial Complaint

  Date:09/19/2023

  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 barbell from titan fitness. The coating on the sleeve are already chipping less than a year. Apparently this is normal wear and tear and warranty claim was denied.

  Business Response

  Date: 10/13/2023

  Hello,

  I hope this message finds you well. Thank you for reaching out to us regarding the chipping of the coating on the sleeve of your barbell. I understand your concerns and frustrations regarding this issue. Our product support team has thoroughly reviewed your case and determined that the chipping on the coating is consistent with normal wear and tear, which falls outside the scope of our warranty policy. 

  Once again, I apologize for any inconvenience this may have caused. Thank you for your understanding. 

• Initial Complaint

  Date:09/15/2023

  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 two 3 tier dumbbell racks on August 28th, 2023. Both racks were delivered on my front porch with no visible signs of damage to the packaging. I opened the product the same day and after removing the bubble wrap surrounding the metal pieces, I found 14 locations of damage on the metal rack pieces. Damages include scratches, peeling powder coated paint, and dents. I ordered 2 new racks. I didnt not order from the scratch and dent category. I have sought to remediate the problem with Titan several times. Titan has refused to replace or refund these items. Their customer service has been no help. Im severely disappointed by this outcome as I have spent thousands with this company on past products and never received damaged items before. The order numbers are *********** and ***********.

  Business Response

  Date: 10/03/2023

  We apologize for any inconvenience this may have caused. I am going to have a support agent reach out to the customer today and provide the customer with a prepaid return label for both orders to have them returned for a full refund. 

• Initial Complaint

  Date:08/18/2023

  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.

  This is regarding order# ***********. I received damaged goods and am owed a full refund for them, instead this company is practicing unfair consumer practices and scamming customers by offering only 10% partial refunds for goods that are unusable for the purpose they were purchased. This is wrong under the **** and so many other laws.I ordered gym equipment from this company and it arrived damaged. As a result of the damage the equipment was unusable for its intended/purchased purpose and was unsafe. Instead, the company is scamming customers by only offering a 10% refund on the component. I promptly reported the damage, the items arrived damage, the customer (myself) am owed a FULL refund for all of the damaged items. i sent them photo proof of the damage as requested and informed them I am in the middle of a move and need this resolved promptly. they took advantage of this and decided to only offer me 10% partial refund for the damaged goods that are unusable. This is unacceptable, I am owed the full amount + tax for those damaged goods, and it should amount to approximately at LEAST $805.90. The $80 partial refund they offered is a joke, is unacceptable, and is unfair consumer practices. I will never buy from this company again unless i am provided a full refund in a timely manner.

  Customer Answer

  Date: 08/31/2023

  The company is still not resolving this issue. Has not answered my emails in several weeks. And has not provided me the full refund for the damaged items I received from them despite reporting this issue several WEEKS ago. 

  Business Response

  Date: 10/03/2023

  All refunds for this order have been issued. See attached proof of refunds. 

  Customer Answer

  Date: 10/03/2023

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

  
  Sincerely,
  
  J

• Initial Complaint

  Date:08/17/2023

  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.

  Main problem (there is multiple). Titan Fitness bait and switched a weight I bought. Furthermore it came damaged. It also damaged a rickshaw that I just bought from them. While talking customer support person "*********************************". She ignored it twice, in favor of passive aggressively bullying, rude tone, trying to irritate me. I repeatedly tried to go to that situation. In addition to dealing ********************, who tried to spin a narrative and be ****** alpha. What she purposely didn't include was the time stamps in the conversation with **** and also **** didn't do what she said she was going to do. Didn't touch the ticket till Monday. She also lied about other things as well. Your social media didn't care as well. I included pics as well.Back to the weight I bought. I have included pictures of the type of weight they advertised and what they sent. I have no idea why it was sent with screws. I have bought the same type of weights advertised before (pics also provided). I've bought many things from titan over the years and thanks to the experience with titan support etc. I WILL NEVER BY FROM THEM AGAIN. And I now by from giant. They treat VETS better. Also included is the damage to my rickshaw from said weight and reviews pointing out people with the same type of damage.

  Customer Answer

  Date: 08/17/2023

  Updated their customer service. And She decided to troll me. This verifies the poor intentional behavior I received before from them.

  Business Response

  Date: 08/22/2023

  Hi there,

  I am the manager of the department and I have reviewed all of the interactions regarding the original request to add the apartment number to the address. The order was placed around 9:45 PM, after business hours. We responded the next day around 11 am, but by that time the order had already shipped. Once an order ships, we are not able to make changes to an order. **** did let the **************** know that he would attempt to contact the carrier to update the apartment number to the address. We informed **************** that there may be a fee associated with this. This fee is a fee that ***** charges to change addresses. We were not 100% sure if this would be charged or not, but we wanted **************** to know ahead of time.

  This communication from **** took place on a Friday and **** did contact ***** to update the address. We weren't able to get confirmation from ***** over the weekend if the apartment number was added to the address or not and when Monday came back around and **** checked on the issue, he saw that the item had been delivered. 

  The delivery photo, the **************** also provided, shows that the item was successfully delivered to the apartment number he requested. Although we didn't get confirmation from ***** of the change, they were able to successfully make this change, and without having to charge the $20 fee.

  Regarding the damages to the plate that **************** ordered: He purchased the scratch and dent listing, which means the item can have scratches or dents, but is fully functional. Based on the photos provided, the plate he received matches this description. We cannot accept returns for scratch and dent items and we cannot be responsible for any damages the item may have caused to other items. The item is sold as is. 

  ******** did ask **************** numerous times how she could assist him and confirmed that she was the supervisor of the department. We apologize for any inconvenience this may have caused, but the order was successfully delivered to the address requested and the items that were purchased were delivered in the condition in which they were sold, as is. 

  If there is anything else we can do, please let us know. 

  Customer Answer

  Date: 09/06/2023

  Further proof of the bait and switch. Which I will be contacting the *** later on this. This was taken from titan fitnesses own social media advertising material.

  Customer Answer

  Date: 09/07/2023

  Hello *****,
  
  Thanks for calling me, this is my reply to their comment. Not sure why the other one didn't take. Thank you so much for doing and for calling me back. I really appreciate it.
  
  1. What manager and of what department? Do you even have a name? Btw, I have a name... Please use it. I hate that I have to repeatedly remind you guys of this. Yeah I have a very good idea of who's typing this. But I'm going to keep being professional, because you guys aren't. You also forgot the issues Dumunique (I wonder why...). And I caught you guys lying. Multiple times.
  

  2. The only reason the rickshaw got here was because I'm good with the ***** people here. The guy takes pride in his job, I give him premium alkaline water and restaurant gift cards. What happened with the person from titan was she never did what she promised. She responded, threw it back in the que and moved on. She later responded with something different. After talks with multiple ***** people, my own corporate experience of doing logistics and working with a *****... Titan was basically lying. Also I'd like to bring up the contradiction of what they just mentioned. You guys never did a change. But you're saying you did a change after you said you weren't able to do it.
  
  3. Please show me where ********* directly asked me about my issue with the weight. She never did. What she did was ignore the issue and used copy and paste scripts to attempt to be *****.
  
  4. Pretty much all my products from titan are from scratch and *************. As shown in pics submitted, you guys gave me a plate other than what you advertised. It doesn't come to what was advertised. Because in the pics I showed what was advertised. There is not only one type of plate as you claimed. In the recently supplied pics I prove that. This was captured from titan fitness own advertising. Also submitted is a review of the weight they sent me causing damage on others equipment due to bad QA. In multiple cases it is not what was advertised.
  
  5. I keep getting lied to by titan fitness. I brought up the issue on linkedin because they were claiming to be about their customers. I have made multiple attempts to get with numerous titan fitness and titan brand (parent company)  to get these issues fixed and the only consistency is the lying and avoidance. One of which is ******************************* Recruiting & talent development manager at titan brands. She is aware of the issues because I sent her an invite explaining the issues then when I got ignored I brought it up on a titan brand post she shared and tagged her in it after titan fitness made up excuses to delete what I put. She later blocked me and they deleted the post. I also have made attempts to contact ***********************. Again they aren't handling the issues. I have screenshots etc to prove that.
  
  I have contacted the *** and it looks like I'll be contacting the office of the attorney general later because titan has every intention of being ***** and not doing as promised, advertised etc. It's sad that I supported this company for 3 years.

  Business Response

  Date: 09/11/2023

  We have reviewed all interactions and photos provided. We are not understanding any misadvertisement of the purchase. The photos **************** has provided match the photos of the items received. The photos in the ad he is showing are for our brand new items. **************** purchased our Scratch and dent items, which means they will have minor blemishes, but that the item is still fully functional. We have met that advertisement and listing. If **************** would like to explain further, we'd be happy to help. Otherwise, we feel we have fulfilled our obligations with this order. 

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20482873
  
  I am rejecting this response because:
  
  
  A. They completely ignored my questions from my response along with the same behavior. Let me copy and paste that. 
  
  "1. What manager and of what department? Do you even have a name? Btw, I have a name... Please use it. I hate that I have to repeatedly remind you guys of this. Yeah I have a very good idea of who's typing this. But I'm going to keep being professional, because you guys aren't. You also forgot the issues Dumunique (I wonder why...). And I caught you guys lying. Multiple times.
  
  2. The only reason the rickshaw got here was because I'm good with the ***** people here. The guy takes pride in his job, I give him premium alkaline water and restaurant gift cards. What happened with the person from titan was she never did what she promised. She responded, threw it back in the que and moved on. She later responded with something different. After talks with multiple ***** people, my own corporate experience of doing logistics and working with a *****... Titan was basically lying. Also I'd like to bring up the contradiction of what they just mentioned. You guys never did a change. But you're saying you did a change after you said you weren't able to do it.
  
  3. Please show me where ********* directly asked me about my issue with the weight. She never did. What she did was ignore the issue and used copy and paste scripts to attempt to be *****.
  
  4. Pretty much all my products from titan are from scratch and *************. As shown in pics submitted, you guys gave me a plate other than what you advertised. It doesn't come to what was advertised. Because in the pics I showed what was advertised. There is not only one type of plate as you claimed. In the recently supplied pics I prove that. This was captured from titan fitness own advertising. Also submitted is a review of the weight they sent me causing damage on others equipment due to bad QA. In multiple cases it is not what was advertised.
  
  5. I keep getting lied to by titan fitness. I brought up the issue on linkedin because they were claiming to be about their customers. I have made multiple attempts to get with numerous titan fitness and titan brand (parent company)  to get these issues fixed and the only consistency is the lying and avoidance. One of which is ******************************* Recruiting & talent development manager at titan brands. She is aware of the issues because I sent her an invite explaining the issues then when I got ignored I brought it up on a titan brand post she shared and tagged her in it after titan fitness made up excuses to delete what I put. She later blocked me and they deleted the post. I also have made attempts to contact ***********************. Again they aren't handling the issues. I have screenshots etc to prove that."
  
  B. My pictures proved that they have two different kinds of weights and gave me the wrong one. And what they gave me wasn't what they were advertising. It was a bait and switch. Further more photos in the ad weren't for "new" items. They were for all the weight. Let's say it was for new items. That's still admitting you sell both items and you gave me the wrong one.
  
  It's crazy, if titan actually respected their customers this would've been fixed a long time ago. Instead they choose to be *****. 
  
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/13/2023

  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 purchased a rackable curling bar that arrived damaged and unusable. I have messaged, called, and emailed them with no success. This is clearly some type of scam to take people's money for bad equipment then do nothing about it.

  Business Response

  Date: 07/26/2023

  Hello,

   

  I hope you're doing well. We apologize for any inconvenience this has been for you. We issued a full refund for the defective item on 7/18/2023. 

  Please allow up to 5-7 business days for that to apply to your recent method of payment.