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:07/12/2023

  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 set of skid steer quick attach pallet forks that attach to a skid steer quick attack frame of a tractor. The pockets for the quick attach on the forks its too large, allowing ********* to fall off the tractor (which is obviously dangerous and can break the tractor). The resolution provided by Titan was to have ********* brought to a welding shop to be repaired at my cost! They stated ********* are within specifications, without asking for measurements or providing specifications. When I questioned how they know ********* are within spec they asked me to provide measurements without clear instructions on what to measure. They have now closed the ticket on their end not allowing me to respond. Their customer support is poor and obviously they only care about themselves and the $. I know have a product I cannot use unless it is modified at my cost.

  Business Response

  Date: 07/26/2023

  Hello, Thank you for contacting Titan regarding this concern. This issue was being handled by our Product and Support Specialist.

  On 6/28/23, a Product Support Specialist asked the customer for the measurements and also provided the customer with a measurement guide to show how to measure the item as this seems to be a specs compatibility issue with fitting the customer's machine.  The customer was also advised that he may fabricate the item to accommodate his item. The ticket automatically closed after several days without a response from the customer.  Tickets will reopen when a customer responds.

  Thank you

• Initial Complaint

  Date:06/09/2023

  Type:Customer Service 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.

  Order Number ***********. Absolutely one of the worst companies I've ever dealt with. They shipped me a scratched, rusted bench (extremely low quality, as well), and then tried to offer me 5% back to "rectify" the problem after I requested a full refund. Also, there aren't many places you can actually review this garbage company online. Want to call? You'll get routed to ***************, where you can't even speak to a manager (that's a separate 24 hour call-back). Oh, and don't be deceived by their "promise" of having the best customer service in the industry. If you have to return an item, they're going to keep 20% to "restock." So, apologies to the next guy whose going to get a rusted, restocked bench. What a complete joke. I'll make sure everyone I know understands exactly what this company is about.

  Business Response

  Date: 07/05/2023

  We sincerely apologize for any inconvenience this may have caused the customer and for their experience. I am showing our records indicate that a full refund was issued to the customer on 6/26. 

  Customer Answer

  Date: 07/05/2023

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

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

  3932 *********

  ****, ** 85215

  
  

• Initial Complaint

  Date:06/07/2023

  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.

  Date of order: 4/25/2023 Amount paid for **3 rack is $759.99 and $1628.25 for entire order Order Number: *********** Nature of Dispute: I ordered a new **3 rack. When the back-ordered 4 supports and 2 chinup bars arrived, all 6 pieces arrived damaged with scratches and dents due to be packed in plastic bags. In making a warranty claim, per Titan, the parts are no longer available. Titans first offered compensation was 5% ($38?) towards future Titan product purchases. I refused the insufficient offer. Then Titan offered 10% ($76?), same conditions, but I also refused this self-serving offer and for same reasons. Then Titan offered 10% refund to credit card but I refused this insufficient amount for getting used/damaged equipment instead of a new rack. Since replacements for damaged parts were 'unavailable', I requested that they send me free of any charge, the 36-inch Flip-down safety bar for the **3 rack (item No: ******) listed at $170. Titan refused. I think I'm being very reasonable asking for a $170 other piece of equipment in exchange for accepting my damaged goods. ***************************, CEO, Titan is supposedly improving their shipping process. This was a year ago.

  Business Response

  Date: 07/05/2023

  We sincerely apologize for any inconvenience this may have caused the customer. After reviewing the interactions, it does appear that the customer accepted our 10% partial refund offer. I would also be happy to extend a 10% future discount code to the customer as well if they would like. 

• Initial Complaint

  Date:04/17/2023

  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.

  At a lost and not sure how to find a fix. Purchased a functional Trainer from Titan Fitness on 8/10/2021 (approx. $2400. Upon ************ side of machine didn't work. I spent the last 18 months going back/forth with product team trying to find a fix, but all recommendations do not work and last communication (1/17/23) they referred me to manual.I've asked company to send me a replacement arm or provide me with a refund, but they have not done anything to show good faith or that they intent to make good on my purchase.

  Business Response

  Date: 05/23/2023

  We are issuing the customer a full refund. The check should be issued and arriving to the customer within 10 business days. 

  Customer Answer

  Date: 05/24/2023

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

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

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

  **********, ** 10543

  
  

• Initial Complaint

  Date:04/05/2023

  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 the TITAN Series Safety Squat Bar on July 5, 2022. The handles on the bar no longer sit in the bar straight. They never fit in completely straight, but I just dealt with it until things continually got worse. Now, one points up and one points down. When I contacted Titan for a warranty claim on March 31, 2023, I was told I waited too long to contact them, despite the claim that they have a one-year warranty. Their solution was for me to "take the handles re-thread to a machine shop to fix the issue". I feel a better resolution is for Titan to honor their warranty policy they have published on their website and send me new handles that will fit in the bar properly and sit straight.

  Business Response

  Date: 04/18/2023

  Hello, 
  The customer reported the item as having thread issues on the handles. The customer said they noticed the issue when they received the item received last 7/8/2022. This issue should have been reported within 90 days of the receipt for Titan to address the problem and also prevent not any more damages.  
  
  
  
  

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

   

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19898148
  
  I am rejecting this response because: the product is still failing now.  The warranty policy says "Titan shall have no obligation to respond to any warranty claim that is first submitted to Titan more than ninety (90) days after the date of a reported failure of the Product.".  Notice- it does not say "...after the FIRST date of a reported failure".  It just says "the date".  The date of the reported failure is March 30.  And the failure is due to poor craftsmanship and quality control on Titan's end.  If anyone would have looked at or screwed in the handles to test them before shipping them, they would have seen the issue.  If Titan continues to not honor their warranty or stand by their claim that "at Titan Brands, we've always followed one simple rule provide our customers with the absolute highest quality of customer service that we can" I will look into filing with ***** Secretary of State a violation of the ***** Business& Commerce Code, Chapter 17, section
  17.46(b) of the ***** Business & Commerce Code (The ***** Deceptive Trade Practices Act) including,
  but not limited to the following:
  17.46(b)(2) causing confusion or misunderstanding as to the source, sponsorship, approval, or certification of
  goods or services;
  17.46(b)(5) representing that goods or services have sponsorship, approval, status, affiliation, or connection
  which they does not;
  17.46(b)(7) representing that goods or services are of a particular standard, quality, or grade, or that goods are of
  a particular style or model, if they are of another;
  17.46(b)(9) advertising goods or services with intent not to sell them as advertised;

   

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

  Business Response

  Date: 04/26/2023

  The issue must be reported within the first 90 days. Because it was not, we are not able to service this under warranty. 

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19898148
  
  I am rejecting this response because: this policy is not posted on their website or anywhere else.  They are  defrauding the consumer by saying they have a warranty and practicing deceptive marketing while selling poor quality products.  I will be filing a claim with the State of ***** Attorney General.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/16/2023

  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 complaint is regarding a $322.18 purchase made with Titan Fitness on 11/07/22 on Order #***********. The order was for a ************** Titan Fitness T-3 Series Yoke - Short Uprights (UPSHT3YOKE). *** spent so much money on Titan gear & really love my other items for the most part. However, the Yoke that I received is not satisfactory at all. There were lots of problems that I previously reported to Titan, without any resolution to date. First, the Yoke they shipped me was definitely a previously owned & used item, contrary to the notion that they dont sell used merchandise. The box even had a Return Authorization # from the original owner. As shown on the attached photos, the first owner actually hand-painted reference numbers on the Yoke uprights for his workouts. Second, the Yoke was missing essential proprietary parts to assemble the item. Specifically, all (4) Gussets used to attach the uprights to the Yoke base were not included. These four, heavy metal braces are essential structural components needed to build the Yoke & safely utilize it under heavy weight loads. As a result, my Yoke cannot even be fully assembled. Third, two of the four red-grip pins used to adjust the height of the Yoke are broken & cannot be safely utilized. Fourth, the rectangular black plastic glide sleeves are broken / warped & dont function properly.************** items are described on Titans website as having cosmetic damage and/or missing hardware (hardware being ************ needed to assemble the main proprietary parts of the item). ************** does not mean previously owned or used merchandise, or an item missing the main proprietary parts that can only be obtained from Titan Fitness. The (4) Gussets especially are crucial components, unlike ************ which are readily available at hardware stores. Without the gussets, the Yoke is essentially rendered useless.Ive contacted Titan Support so many times, but no one ever resolved these issues. Help!!!

  Business Response

  Date: 04/03/2023

  Hello,

   

  Thank you for reaching out to us regarding your recent issue. We see a refund was issued for the item arriving with missing parts. We apologize for any inconvenience you may have experienced with your recent purchase. 

   

  Customer Answer

  Date: 04/03/2023

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

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

  104 *****************

  ************, ** 12603

  
  

• Initial Complaint

  Date:03/15/2023

  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.

  Order number: *********** I purchases a X-3 rack with feet and the bolt down lat extension. The lat extension is priced at $389. I didn't realize the two pieces of equipment were not compatible and wanted a refund on the lat extension. They denied my request for a refund since I tossed the shipping boxes in recycling. The reason I recycled the boxes because half of the shipping boxes were damaged when delivered. I read through the refund policy and it states the equipment must be unused and in its original packaging. The shipping boxes are missing however all the pieces are still in their original packaging. I'm willing to accept the 20% restocking fee since I'm the source of the issue. I've offered to pay for new shipping boxes and they refused. So I've attempted to resolve this but they are unwilling to help.I spoke with a manager named ********* and she approved my refund. However I have not received a RMA.

  Customer Answer

  Date: 03/16/2023

   
  

  Hi *****,

  I would like to withdraw my complaint.  *********** has approved my return and sent me a RMA.  Thank you for submitting this for me.

  
  

  Thanks,

  ****

  
  

• Initial Complaint

  Date:03/10/2023

  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 placed an order for the **2 Series *************** Rack Attachment on 11/25/22, order #***********. Along with the Lat Tower, I purchased the required knee pad in the same transaction. The total paid to Titan Fitness was $382.59. The items were delivered between 12/6 and 12/8. They were a Christmas gift for my husband and were opened on 12/25 and put together 12/26. Upon putting the piece together, my husband discovered two cables were missing from the Lat Tower, making the piece unusable. I reached out to Titan on 12/26 asking for the cables. I received a response 12/31 asking for pictures. I responded immediately. I was told the parts would be picked and shipped and given an order number. Two weeks later, I checked tracking on the order number and found out it wasnt real. I contacted Titan again on 1/16 asking for the cables. I received the same response that my parts would be pulled and shipped. I contacted again 2/10 asking when I would received the cables. I was once again told they would be pulled and sent. At this point I asked for a refund. The representative asked if the item was in its original packaging which it obviously isnt since I had to put it together to discover the missing parts, so no refund was offered. On 2/24, I contacted again asking for an update on the cables and received verbatim the same response I received 1/16 telling me my request was received and parts would be pulled. I am so done with this company. I just need these cables for my piece of equipment which is useless otherwise. At this point, I just want a refund because I am done ordering from Titan. They are giving me the run around, and I do not believe theyre ever going to send me these cables.

  Business Response

  Date: 03/27/2023

  Hello ******, 

  We apologize for the delay in shipping the missing cables and for any difficulties you may have faced while waiting for the parts to be replaced. We take full responsibility for this oversight. We are glad to inform you that the replacement order has now been shipped and the cables have been delivered. The cables were delivered on 3/17. The tracking number is 395685551980 via ***** ground.  We hope that this has resolved any issues you had with your order, and that you are now fully satisfied with your purchase. 

• Initial Complaint

  Date:02/25/2023

  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.

  Pick up your package Im still having reactions. Call ***** and refund my moneys. I was promised them I ended up in the ** and primary has written letter.

  Business Response

  Date: 03/10/2023

  This customer states that she asked us when we called to verify her order if the packages were made in ***** or ***.  . She said that she "explained her reactions that she has with items made it ***** and that she verified they were made in *** before she ordered". We reviewed all conversations prior to her ordering and she never asked this question. Customer states she has an allergy to pesticides used on packages from ***** and that just being around them put her in the hospital. She had her packages delivered to the main office at the apartment complex. The packages arrived damaged and she saw a PROP65 warning on the packages so she wanted them to be returned. The management company where she had her packages delivered to told her she had to get them out so she called 1-800-got-junk to have them picked up. She had the packages thrown away, there is nothing to pick up. We offered to have them picked up, but she threw them away. There is nothing more we can do here. 

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 19499020
  
  I am rejecting this response because: I specifically asked and made certain not coming from ***** and I was completely lied to and two packages are still held by mngt which are harmful as written in boxes and company never came to pick up other items whatsoever. Online no were made in ***** American flags. 
  

  This is false advertisement as well as neglect to pick up items when promised. 
  Pick up the remainder two no one wants in or on their property asap returns pls. 
  
  Sincerely, and thank you greatly BBB, 
  
  *************************

   

  i have attached what caused an issue, its written right on the packages, no where on website and I called the rep. *** boldface lied where manufactured.

  pick them up and give me my refund. Investigate the website if need so pls. 

  Customer Answer

  Date: 03/20/2023

   
  Date Sent: 3/11/2023 11:12:45 AM
  

   
  Complaint: 19499020
  
  I am rejecting this response because: I specifically asked and made certain not coming from ***** and I was completely lied to and two packages are still held by mngt which are harmful as written in boxes and company never came to pick up other items whatsoever. Online no were made in ***** American flags. 
  

  This is false advertisement as well as neglect to pick up items when promised. 
  Pick up the remainder two no one wants in or on their property asap returns pls. 
  
  Sincerely, and thank you greatly BBB, 
  
  *************************

   

  i have attached what caused an issue, its written right on the packages, no where on website and I called the rep. *** boldface lied where manufactured.

  pick them up and give me my refund. Investigate the website if need so pls. 

  Business Response

  Date: 04/05/2023

  As previously mentioned, we listened to every call prior and post purchase. On the call before the purchase was made, there was never a question of origin. I'm happy to attach the entire recorded phone call. Either way, we'd be happy to pick up the items to have them returned. Which item numbers are still at the location? We were previously told everything had been discarded. 

• Initial Complaint

  Date:02/22/2023

  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.

  We purchased Gym equipment in 6/2022, a Lat Pulldown Order Number ##***********. The item was delivered in July in a wooden crate where it had been damaged. We did not put it together as we had to sell our house in July and move to a completely different city. Therefore we wanted to ship it unassembled to make it easier. We moved in October and hired someone to put it together, he could not complete it as there are several missing parts. I opened a ticket in late October with the company to send us themissing parts. They have not complied. They keep insiting that they are not in stock however I was promised they would pull the parts from new inventory and this is yet to be done. I have numerous emails on this subject with their overseas customer service making promises. I'm very frustrated, we cannot use the equipment properly without these parts. I emailed them again yesterday and again the same excuse. I've tried to get in touch with the Company's ** office in ******* and there are no working numbers every search brings up the toll free number. We cannot be connected to someone in the US at all. I've called over a 100 times and sent numerous emails to them in the past 6 months to get this resolved. We want them to either ship us the parts we need asap or come pick the equipment up and refund all of our money. Again I want someone in the US to call us.

  Business Response

  Date: 02/27/2023

  Hello,

  I hope you're doing well. Thank you for reaching out to us. We understand that the customer is in need of these parts. However, pulling these parts from inventory is a lengthy process, and we cannot provide a specific timeline for when we will be ablet to ship them. However, we have offered a solution that will help resolve this issue quickly by purchasing the parts locally. We will gladly reimburse for the cost of the parts, upon receipt of proof of purchase. 

  Thank you for your patience and understanding. 

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19451033
  
  I am rejecting this response because:  Company has promised to pull these parts from new inventory for 4 months now, I can't believe that they do not have any new inventory.
  
  Sincerely,
  
  *****************************

  From the CONSUMER:

  Sent 2/27/2023 2:44:03 PM

  Read by ****************** on 2/27/2023 2:44:13 PM

  If the Company cannot get these parts to us by the end of the week, they need to arrange to come pick up the equipment and refund all of our money, this was offered to us as well, however I wanted to give them a chance to send these parts to us.  

  Customer Answer

  Date: 02/27/2023

  If the Company cannot get these parts to us by the end of the week, they need to arrange to come pick up the equipment and refund all of our money, this was offered to us as well, however I wanted to give them a chance to send these parts to us.  

  Business Response

  Date: 03/10/2023

  We were able to get the missing part delivered to her on 3/5 via ***** tracking number *****************************************************************;

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 19451033
  
  I am rejecting this response because:  Not all parts still were not sent.  *********** never apologized for all the stress this has caused us and should have offered to reimburse some of the amount we paid due to all the trouble we went through.
  
  Sincerely,
  
  *****************************