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:02/21/2023

  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.

  Attempted to return an order. That was previously cancelled. But the company sent the order anyway then informed us we couldnt cancel because it was already shipped. We sent a cancelation email and a hour later got an email saying it was shipped. The box was never opened. The company is wanting us to pay a 20% restocking. Fee as well as to ship the product back. When shipping it back will cost half the amount it was to buy it. When this should have never been shipped to us in the first place.

  Business Response

  Date: 02/28/2023

  Hello, Thank you for contacting Titan regarding your concern. After reviewing this case, this issue was handled by a member of management and the customer was advised that his order could no longer be cancelled at the time of the request because the order had already shipped. At this point, an order cannot be cancelled. As stated in our Return Policy on our website, if a customer no longer wants an item, they can return it but they are responsible for the return shipping and restocking fees. The customer requested for the fees to be waived and his request was denied due to our policy guidelines. 
  
  

• Initial Complaint

  Date:01/29/2023

  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.

  I placed an order with Titan Fitness which I received between the dates of 1/6/23 and 1/7/23. It was a 3 tier mass storage system which includes 3 bumper plate shelves. Additionally, I purchased a kettle bell shelf and 3 dumbbell trays, all sold separately but meant to integrate with the mass storage system. The proper assembly of the dumbbell trays to the unit requires them to sit on the bumper plate shelves and connect with a bolt. The bumper plate shelves are supposed to have a hole in the cross bar to accommodate the bolt to allow for safe and secure connection of the dumbbell tray. The bumper plate shelves (3) I received do not have a hole, which means I have not been able to connect the dumbbell trays, thus I have not been able to use the product that I purchased. I first made contact with their customer service on 1/9/23. I informed them of the problem and requested that I have the proper equipment, which I assumed I was ordering in the first place, sent to me. They sent this request on to their "internal team" for "review". As of today's date of 1/29/23, they have refused to provide me a fair and reasonable solution. They have not answered my questions as to whether the bumper plate shelves they sent me were done in error, and if they would give the opportunity to get the proper shelving. The mass storage system is rendered useless to me without connecting the dumbbell trays, for that is the reason I purchased it and the dumbbell trays. So it's been 20 days with no resolution, that seems way too long for a relatively simple fix, seeing as how I was sent the wrong and incompatible product. I'm looking for your help. I simply want the proper product I thought I was ordering, and that will enable me to secure the dumbbell trays safely, as it's designed. The pictures attached: 2 of them are the product I was sent without a hole, and the other a picture from online of how it's supposed to look.

  Business Response

  Date: 02/24/2023

  We were able to come to an agreement with this customer and we have issued a $400 refund for the customer.

  Customer Answer

  Date: 02/26/2023

  I have agreed to accept Titan's offer of refunding me $400. However to this date, I have not yet received the refund. 

  Customer Answer

  Date: 02/26/2023

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

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

  3315 ****************

  *************, ** 55426

  
  

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 18946245
  
  I am rejecting this response because: I have agreed to accept Titan's offer of refunding me $400. However to this date, I have not yet received the refund. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/05/2023

  This was refunded back to the original form of payment on 2/22. ******* post in the account on the original transaction date. I have attached the proof of refund. 

  Customer Answer

  Date: 04/05/2023

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

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

  ******************* S

  *************, ** 55426

  
  

• Initial Complaint

  Date:01/21/2023

  Type:Order 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 from their website so Im not sure I picked the right store but its all that popped up when I copy and pasted the **** I ordered around $1,200 worth of items from Titan Fitness. They only shipped me about half of my order and even sent an item I didnt order. I immediately contacted them via email notifying them of their mistake and they ignored my email. They didnt respond to me until I used their live chat and called them. They asked me to send proof of the items I received and proof I got something I didnt order so I did that and they said theyd contact their shipper and get back to me. Its going on a month since my message that was ignored and three weeks since they said theyre waiting to hear from their shipper and I havent had any updates other than were still waiting to hear from them to find the lost package and theyve stopped responding to my emails. They just dont want to rectify this issue. I sent them all the proof they need. At what point do they just send the missing items and get the shipper to send them back to them whenever theyre found? This is ridiculous. *** never done business with a company for this amount of money that seemingly refuses to do anything about the issue. I just want my items but if theyre going to keep ignoring my emails then I just want to contact my bank and report them for fraud and get my money back. Id rather take this route first to see if something can possibly be done. The included picture is a picture of the items within an hour after delivery. I took this just in case I would need it and it turns out I did. They know what I ordered isnt in those boxes because it wouldnt fit in those boxes.

  Business Response

  Date: 02/02/2023

  Hello ******,

  We are sorry to hear that you have been waiting for a resolution for nearly a month now. We understand how frustrating that must be for you and we deeply apologize for any inconvenience this has caused. 

  We are here to help and would like to offer you a solution that addresses your needs. We received the *** and show that there is a discrepancy in the weight. We have reached out to your email directly to see if you would prefer a replacement order for the missing items or a refund. We look forward to a response. Please let us know and we will do our best to make this right for you. We would also like to extend our sincerest apologies for the extended wait time and for any frustration this has caused. 

  Thank you for your patience and understanding. 

• Initial Complaint

  Date:01/17/2023

  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.

  Order #*********** - Titan Fitness Fan Bike Paid - $711.52 Date of Order - 19 Dec 2022 Date Delivered - 26 Dec 2022 Called Dec 27 to inform of missing part - No Answer Called Dec 28 and was able to place a request for missing part. Issue at Hand: Since then, I have been told that the I will receive a status update on Friday and when I call them on Friday I'm told to call on Monday and I have been playing this game since. I was also told that they have over ***** parts and getting to mine isn't as easy i would think. Was told on Friday that my part can now take up to 30 days to receive and I have up to January 19 to request a refund because that's when the 30 warranty expires. If I wanted a refund i would need to ship back item at my expense or wait for the part to get here and risk, my 30-day warranty be expired. I asked to speak with a supervisor and was told that they couldn't transfer me and that the supervisor calls me when they are available. Called them again today and they said they have an update on my account and that i would need to call back on Friday to follow up on it. I mentioned that I'm still waiting to hear back from a supervisor and was told that it could take a week for me to receive a call back and to be patient because they are working on my issue. I mentioned that i was going to submit a complaint to the BBB and they did not care. I'm not sure where to go from here. I have a bike that's missing the computer mast with a cable that connect everything to make it work. I have a piece of fitness equipment that I can't use until I receive that part. I suggested just removing that part from a completed box that they already have in stock and when they have time to get the part off the shelf to complete the other bike and was told to be patient and that parts departments knows what to do. Please help. Thanks.

  Business Response

  Date: 01/31/2023

  ****************** received his Fan Bike and noticed that he was missing a key component part. ****************** reached out to us and informed us that the Console Mast for his Fan Bike was missing. The original replacement part order was placed on December 28th but we did not have the inventory to fulfill the part order. The issue was escalated to our parts team and we were able to source the part. The replacement order was shipped out and the customer received it on January 28th. Upon receiving the order, the customer noticed that the console mast was missing the console plug. ****************** reached out to us on January 30th and informed us of the missing part. We have processed the replacement order for the console plug so that the customer can fully assemble their item. 

  Customer Answer

  Date: 01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:01/17/2023

  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.

  I ordered 4 squat racks and received the bases for them and that is it. I paid over $2,000 and 3 months later still have not received my items. After weeks being sent in circles by customer service I am realizing there is little hope for receiving the rest of my squat racks. They are blaming it on the shipping company and refusing to fix their mistake. I paid them $2,000 and did not receive what I ordered.

  Business Response

  Date: 01/25/2023

  Hello,

  Thanks for reaching out to Titan. This customer issue was resolved on 1/17/2023. We shipped what was need to satisfy the customer. tracking indicates that the customer received the item on 01/24/23.

   

  Thanks!

  Customer Answer

  Date: 01/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/16/2023

  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 12/4, I purchased a weight belt as a Christmas gift for my son. It was too big. I contacted Titan on 12/25 to see about exchanging it for a smaller size. After asking me to send pics in the original packaging (which I have), they were unwilling to exchange or refund my money. After numerous email exchanges, they said they were unwilling to exchange or refund because it wasn't in the original shipping box. No where in their policy online does it say the item must be returned in the shipping box. I had the original packaging, and was willing to pay the fee for the exchange. All I wanted was an exchange or a refund for the belt that did not fit (which I had measured my son with their sizing chart, so that was also another inaccuracy). I have been very patient in seeking a resolve. After researching this company online, they appear to have many, many complaints against them. At this point, I am seeking a refund of $91.56, and if they require their merchandise to be sent back, I want them to pay for shipping. They have cost me even more money and time by dealing with this issue in this fraudulent way. Attaching docs. Please note, first two pages are blank for some reason, but I have attached all email correspondence with them.

  Business Response

  Date: 01/18/2023

  Hello,
  
  

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

  
  

  Customer Answer

  Date: 01/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me.
  

  The business is not being accurate in their reply. I did have the original packaging, which their site states, and provided photo proofs. However, they argued that I must send it back in the shipping box, which their website does not state. 
  
  I think they should clarify this policy for all customers. Their reviews online show they do not have the return policy they state on their website. The business should amend this. 

  I will accept this solution only if the refund actually returns to my account. At this point, I have no trust with this business. 

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

• Initial Complaint

  Date:01/12/2023

  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 order *********** from this company for 2, 75 lb dumbbells. I was charged $300 for the pair. The company only shipped me ONE dumbbell and after fighting for over a month, finally refunded the one. I was then sent a return label for the ONE dumbbell I received. That product was returned via ***** on 12/27. The company has still not refunded the additional $150 after 3 weeks. I have disputed this charge with my bank.

  Business Response

  Date: 01/20/2023

  Hello, Thank you for contacting Titan regarding your concern. 
  
  
  

• Initial Complaint

  Date:01/11/2023

  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 placed an online order for a functional trainer on December 11, 2022. My Discover Card was charged on that same date for $2674.99 by Titan. The original order # was ***********. I received my functional trainer on December 19, 2022. I began to assemble my product on December *********************************************************************************************************************** from fully assembling it and thus being able to use the product. I contacted Titan via phone on that date and as per their request, sent them multiple photos of the defective part via text message on December 21. I have contacted them multiple times since then by phone and by email and as of January 10, I still have not received a replacement part for the defective part. They continue to say that they are "working on it," but cannot give me a reason why it is taking so long to receive the replacement part. I have checked Titan's website and the functional trainer is still available for purchase and does not state that it is backordered. I have asked them to send me a new functional trainer and I would then take out the part I need and send it back to them, but they state that I would have to purchase a new trainer and then I would be responsible for any extra cost in returning the new trainer. Also, I have asked for a refund of my original purchase until I receive a replacement for my defective part. Once I receive the replacement for my defective part, they could recharge me for the cost of trainer, but they have said that is not an option. I am asking for any assistance in resolving this matter. Thank you.

  Business Response

  Date: 01/18/2023

  We sincerely apologize for the delay in getting this issue resolved for the customer. I escalated this issue last week and we were able to get it resolved with a replacement order that was delivered this past weekend: **********************************************************************************************;

• Initial Complaint

  Date:01/10/2023

  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 Rackable Strongman Log Bar from Titan Fitness on 19 November 2022 with a projected delivery date of 2 December 2022. to date, no such product has arrived and after numerous emails between the company and the deliverer ******* no resolution has been made. I informed Titan Fitness on 4 Jan 2023 about the failure of ***** to resolve the issue, and they claimed that it was listed as "delivered" and there was nothing else they would do. I expect a full refund since the product I paid for never arrived and I should not be held financially liable for the failure of Titan or ***** to ensure proper delivery. Neither company has taken responsibility for the lost item and have simply kicked the issue back and forth between each other leaving me with the lost funds.

  Business Response

  Date: 01/18/2023

  Hello ******,

   

  Please accept our apologies for the experience you have had with our company. I do apologize for any inconvenience this has been for you. I see we issued a refund in the amount of $254.65 on 1/11/2023. Please allow up to 5-7 business days for this to apply. 

   

  I hope all is well. Stay safe! 

• Initial Complaint

  Date:01/04/2023

  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.

  I ordered a T-2 ************ Rack on 12/13/2022. $395.17 was charged to my card. I received an email that the item had been cancelled on 12/13/2022. Titan Fitness has yet to refund me. My fiance, and myself, have contacted Titan Fitness a total of 4 times to request a refund. The business keeps telling us they have not heard back from financing. This is unacceptable. It is now 01/04/2023, and they have yet to get a hold of financing, or so they claim. This business is keeping my $395.17, and I have not heard from a manager, as I was told. Order #***********.

  Business Response

  Date: 01/11/2023

  We were notified this week of a systems issue that removed our auto refunds for cancellations. We are working a backlog to fix those currently. We were able to successfully process the refund for the customer on 1/6. Please note that all refunds will be available within 5-7 business days and they post to the account on the original transaction date. We sincerely apologize for the delay in the refund due to a system error.

  Customer Answer

  Date: 01/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, although it took almost. a month to make this right. This business should have figured out they had an issue withy he refund process way before this. 
  
  Sincerely,
  
  *************************