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Description

powerlifting and strength training equipment and gear

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Titan Support Systems, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Titan Support Systems, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Titan Support Systems, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: February 22, 2002 Business started: 08/03/1981 in TX Business started locally: 08/03/1981 Business incorporated: 12/19/1983 in TX
Type of Entity

Corporation

Business Management
Mr. P. M. Alaniz, President
Contact Information
Principal: Mr. P. M. Alaniz, President
Business Category

Sporting Goods - Retail Sportswear - Retail

Products & Services

Titan Support Systems, Inc. sells the following brand(s): Titan, Texas Belts, Ivanko

Method(s) of Payment
Charge card, PayPal, Bank Wire
Refund and Exchange Policy
30 days
Exceptions: gear designed by the customer, plates, bars and racks.

Additional Locations

  • 9830 S Padre Island Dr

    Corpus Christi, TX 78418 (800) 627-3145 (361) 937-1458

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Additional Phone Numbers

  • (800) 627-3145(Phone)
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Complaint Detail(s)

6/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: From the start of me ordering my product, they were quick to charge me but did not respond to any e-mail I sent them.. not even to respond to the questions about my order . They charged me immediately, but I had to call weeks later, to be hung up on by the old lady on the phone twice.. to find out that they lost my order in a stack of paper or some bs I was told by the sales Rep., that my question was valid I originally asked and that I needed to change my order.. he then promptly told me that it was adjusted and offered to pay the 5$ for the difference and make it a rush order.. 3 weeks later I e-mailed with no response and then called and was told that now it was being made top priority and that it would be rushed.. over a month has passed and I have sent 3 e-mails and left voice message for a simple update and explanation of why it has taken close to 3 months to get a simple belt made.. It is clear that at this point they have not even started on the product I paid a lot of money for and that every time I hound them I will be told it is top of the rush pile... they post on Facebook constantly belts are shipping all the time and yet they cannot make a single belt.. I am aware of their posted time frames and it is well outside of that.. despite their posted time frames a company should respond to annoyed customers feeling ripped off and asking what is going on.. i see in the past via BBB reports that they get real defensive and act like the excitement of their customers to report on them is misjudged and their own fault.. believe me, I do not have excitement for getting the product at this point. and the company clearly also lacks the excitement at being competent in running a business. Just to clarify.. your website says 6-8 weeks.. and I was told it was in the rush pile twice.. 11+ weeks later I can't even get a response from you.

Desired Settlement: They clearly lie when you call and ignore any e-mail you ask a specific question.. Money back for a product not created or attempted to produce and a report showing that this company has no business standards to be seen so others do not waste their time and money on a company that does not care about their customers..

Business Response:

Mr. ******* called while Mr. **** ***** and I were out of the country and spoke to a staff member. He requested a refund and it was issued on May 27 as evidenced by the attached copy of the PayPal Transaction ID ****************.

In response to Mr. *******'s complaints:

·                     Mr. ******* ordered a Custom made belt with an estimated 6-8 week delivery time on March 8, 2014

·                     Contrary to claims, we kept in communication with Mr. ******* as evidenced by copies of the attached email copies. Mr. ******* was given a contact person, phone number and email address. He acknowledged phone and email communications in his email of May 21 (attached) to Mr. **** *****, Sales Representative.

·                     There was a delay in initially processing the order, as Mr. ******* misunderstood that a prong and lever belt are two different belts and a lever cannot be installed on a prong belt. Mr. ***** helped Mr. ******* understand the difference. As such, the order was effectively put in process on March 20.

·                     On March 20, Mr. ***** gave Mr. ******* a courtesy upgrade from a regular lever to a gold tone lever ($35.00) as well as a free t-shirt ($11.50) for a total courtesy upgrade and gift value of $46.50 as a goodwill gesture for the confusion

·                     Mr. ******* card was charged on March 22 as custom products must be prepaid.

·                     The only time that Mr. ***** was not available was from May 21-27 as he and I were out of the country on business.

Contrary to Mr. *******' allegations, Titan is an ongoing concern incorporated in the State of Texas. We have 10 craftsmen working full time in the belt department alone. However, custom made, handcrafted belts take time to construct and backlogs are the norm. Our customers are given good faith estimates on delivery times, but they are estimates. Every custom order has its place in line and every order is crafted to exacting standards. Our belts are the only brand registered with the International Powerlifting Federation and conform to strict international competition standards http://powerlifting-ipf.com/5 1 .html

ETA's are estimated and determined by the number of orders ahead of the customer. In the event that backlogs push an order close to the latest estimated time of arrival, we do make a concerted effort to rush the order at that point.

For customer who want the fastest delivery possible, we have at least 2 dealers in the USA who carry stock, inventory belts that most times are available for immediate shipping. However, if a customer wants custom products, there is a waiting list and longer delivery times are the norm and advertised.

We regret that Mr. ******* was dissatisfied but refute the allegations, especially those directed at Mr. *****. Our policy is that a customer may cancel his order and even return an order for a full refund up to 30 days after the purchase. Mr. ******* elected to cancel his order and a refund was issued.

Consumer Response:

Just to sum up a few notes for the records. 
 
I specifically asked and called to verify my order and when I eventually called a 3rd time and reached **** he had no knowledge of voice mails or e-mails I had sent.   So your statement for the records need to reflect that while you boast your communication is great.   you are forgetting at your own benefit all the times you ignored, hung up.. and lied..    
 
You do post your time frames for belt production..   you also were weeks past it..   You also do not respond to e-mails or messages left at your company but do respond to Facebook posts and BBB reports. 
 
My favorite excuse you have given is that 2 people were out of town and so your time frames are allowed to be off and you are therefore given excuses to not return e-mails and phone calls and respond in general to anything..    you have refunded my money and I am thankful.   I am also shocked that 12+ weeks after a single belt was ordered..   you were unable to produce one..
 
regardless of your reasons..  only an incredibly poorly run business lacks this type of communication and fails to respond except thru BBB reports..   you have done a great job of proving you are great at excuses and not so great at running a business. 
 
Complaint: ********

I am rejecting this response because:

Regards,

*** *******
 
 
 

Business Response:

Our sales representative, **** *****, acknowledged that when he first spoke with the customer, the customer stated that he had left messages with no return call. However, our rep's and my research of our message books found no record of the customer having called and left messages. One possibility is that if the customer called after 5:00 pm he would have received a prerecorded message stating our company hours and asking the customer to call back at those times. If a customer attempted to leave a message no recording would have been made as this is an outgoing message only.

There was also an initial delay in helping the customer understand that the product being asked for did not exist. There were two distinct products, one of which had to be chosen. As a goodwill gesture for this part of the delay, which was not our fault, we made a goodwill offer (documented) upgrading the order as well as adding a free product.

Regarding the claims that no emails were ever answered, I supplied several pages of communications in my first reply. The only time that our representative who had been handling the customer was not available was during the period he was out of the country. Despite his absence there were always at least 6 other people on staff to answer any questions 8:00am — 5:00pm. In fact, the customer did speak to a representative during the absence period and requested a refund and was issued one.

Stock sized belts manufactured by our company are available for immediate shipping through dealers such as

·         Lifting Large, http://www.liftinglarge.com/

·         Anderson Powerlifting http://www.andersonpowerlifting.com/

·         Europa Sports Products, https://www.europasports.com/.

However, custom made products do take time. We do our best to give an estimated delivery time, but it can vary as each custom belt gets as much time as necessary to create a unique product that also meets International Powerlifting Federation (IPF) specifications http://powerlifting-ipf.com/51.html In fact, Titan Texas Belts are the only approved belts currently listed on the IPF Approved List

I am sorry that Mr. ******* experience with our company did not live up to his expectations and apologize for any inconvenience. As a dissatisfied customer he asked for and received a cancellation and refund.


However, we refute any and all claims that Titan is running a fraudulent business, lies or does not communicate with its' customers. Our representatives are professional and courteous and any disrespectful treatment of customers is not condoned or tolerated. Our business is open for inspection any time the BBB chooses to inspect. We will be glad to give a tour of our entire facility including our belt department where handmade, custom crafted lifting belts are being manufactured and shipped worldwide every day.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Supposed to recurve my product after 8 weeks. 8 weeks has gone by and no update. Sent a company an email once didn't reply sent a second one tonight

Desired Settlement: Cancel my order or send me what I ordered in February

Business Response:

First, let me state that Mr. ***** was contacted today by our Customer Representative, Mr. **** *****. Mr. ***** informed Mr. ***** that his custom ordered powerlifting belt is scheduled for shipping on Tuesday, April 15. This is in compliance with our advertised terms and the communications.

Regarding the history of the order, we received this order on February 18 via our website. Mr. ***** ordered a custom made powerlifting belt. This particular product is custom made here in Corpus Christi, Texas to the customers specifications and is not an off the shelf product. Ad copy from the website is enclosed. A copy of our Terms and Conditions explains that custom made products such as belts take an estimated 6-8 weeks to manufacture and ship. April 15th marks the 8th week.

As for communications, Mr. ***** communicated with Mr. ***** at least twice (documented) and a third time (undocumented). On April 9, Mr. ***** replied to Mr. ***** (copy enclosed). He explained that we were slightly behind on production which explains why we are closer to the 8th week rather than the 6th week for shipping. He also spoke with him on April 14. However, Mr. ***** recalls replying to Mr. ***** at least one other time, possibly in answer to Mr. *****' Feb 25 inquiry, but is still searching for that communication. (A copy of the Feb 25 web form inquiry is enclosed).

While we appreciate that Mr. ***** was anxious to receive his product, it was a bit premature to file a complaint. This is a custom made product and we are the only company in the USA that manufactures this product to the standards advertised. This product has a 30 day return policy and carries a lifetime warranty.

Please feel free to write or email me should you have any questions. 

Consumer Response: 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.

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

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