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:08/17/2025

  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 bought a leg machine from Tital Fitness. There's a part (a bolt) that wasn't included and when we built it it was missing. I've been sending them mails and complaints for them to send me the replacment part or change the machine, its been already more than 4 moths, they have new machines, they could even take the tarts from a new machine and they refuse to send me the part or say it was ordered but it won't ship for months. I request them to obtain the part and ship it ASAP, even from a new machine or change me the whole equipment. These guys are dragging their feet.

  Business Response

  Date: 09/03/2025

  Hello, Thank you for contacting us. The customer has been advised that the missing part is out of stock/backordered. We are currently awaiting restocking from our manufacturer and will replace as soon as it becomes available. 

• Initial Complaint

  Date:07/18/2025

  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 am not disputing the charges, delivery, or the product itself which arrived in good condition and matched the description. My issue is solely with Titan Fitness's return policy as it applies to heavy items.I purchased a squat rack (Order #**********) and attempted to return it within the 30-day window. The item was unused and eligible under the stated return policy. However, I discovered that return shipping costs ranged from $275$307, while the rack cost $315. Even though Titan waived the 20% restocking fee, they refused to assist with shipping or offer a prepaid return label. This makes returning the item economically impossible, defeating the purpose of the stated return option.I proposed alternative solutions including partial refund or Titan arranging return shipping at their bulk rates but all were declined. The end result is a policy that appears fair on the surface but becomes impractical when applied, especially for heavy items.Requested Resolution: I would like Titan to either issue a partial refund and let me keep the unused rack, or provide a prepaid return label to enable a fair and reasonable return.

  Business Response

  Date: 07/21/2025

  Hello, Thank you for contacting us. While our Return Policyavailable on our websitestates that returned items must be unused, in the original condition, and packaging, it also clarifies that customers are responsible for return shipping costs and a 20% restocking fee.
  In this case, while the item was eligible for return at that time, we noted that it no longer had the original box, which is required for return processing. Despite this, as a gesture of goodwill, we offered to waive the 20% restocking fee. However, return shipping remains the customers responsibility, in accordance with our policy.
  A partial refund is not an option for an item the customer wishes to return and no longer needs. Our goal is always to be fair and transparent, and we strive to accommodate our customers whenever possible within the guidelines of our stated policies.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23621220
  
  Thanks for the response. To be clear, Im not disputing the product quality, the delivery, or that your return policy exists. The issue is that the way your policy functions for heavy items makes it unusable in practice.
  I received quotes from *** and ***** showing that return shipping for the rack would cost $275 to over $300 on a $315 product. Even with the restocking fee waived, I would recover only a small fraction of what I paid. Thats not a reasonable return process its a barrier that effectively eliminates the customers ability to return large items.
  Your team confirmed in writing that I could use any box for the return. That was a clear statement, and I planned accordingly. Claiming that original packaging was required contradicts your own earlier communication and cannot be used to justify denial of support.
  My request remains the same and entirely reasonable:
  Provide a prepaid return label (I am willing to reimburse a fair amount), or
  Issue a partial refund and allow me to keep the item
  This situation calls for basic fairness. If Titan offers returns, they should be reasonably possible not cost-prohibitive.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/21/2025

  Unfortunately, the best we can do here is waive the 20% restocking fee and you will be responsible for the return shipping labels. 

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23621220
  
  Thank you, but I respectfully reject the resolution.
  While I understand that the return policy is published, what this situation uncovered is how impractical and cost-prohibitive the return process becomes for large items something that is not clearly disclosed to customers at the time of purchase.
  I believe it's important for others to be aware of how this policy actually functions in real-world scenarios, and I intend to share my experience publicly so future customers can make fully informed decisions.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/22/2025

  Hello, 

  Thank you for contacting Titan. We understand that the customer may not agree with the return policy; however, this policy is clearly stated and accessible before and after a purchase.
  
  The policy specifies, "You will be responsible for paying for your own shipping costs for returning your item, plus a 20% restocking fee. If you receive a refund, the 20% restocking fee will be deducted from your refund." Additionally, the weight of all items is available online, so customers should consider this when placing their orders.
  
  The customer has been approved to return this item with a waiver of the 20% restocking fee. However, to be eligible for a return, the item must be returned or be in the carriers possession by 7/25/2025. As it stands, the customer is now outside the return policy timeframe. If there are any questions, they are welcome to reach out, and one of our friendly agents will be glad to assist.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23621220
  
  THIS RESPONSE IS NOT ACCEPTED AS A RESOLUTION.
  Titans return policy, while technically disclosed, fails to warn customers of a critical practical issue: return shipping costs for large/heavy items like power racks can exceed the value of the product itself, rendering the policy functionally unusable.
  Nowhere on the product page or in the return policy does Titan clearly disclose that return shipping for large items can run $275$300+ on a $315 purchase. Stating customers are responsible for shipping is not the same as warning that shipping may cost more than the item.
  This should be clearly and visibly added to the return policy and/or heavy product listings:
  Customers returning heavy or oversized items may incur return shipping costs that exceed the original purchase price. Please check shipping quotes before ordering.
  Without such transparency, the policy creates the illusion of flexibility while leaving customers with no reasonable option to return an unused item.
  To help other buyers make fully informed decisions, I will be sharing my experience respectfully and constructively through public reviews focused on the real-world return challenges of heavy items. I consider the matter unresolved and closed from my side.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/23/2025

  Hello, Thank you for the response. We understand how important clarity is when it comes to return policiesespecially for large items. We apologize for any frustration this has caused. 
  While we cannot estimate return shipping costs on behalf of individual carriers, our return policy does state that customers are responsible for return shipping if an item is no longer needed. This information is provided before purchase to help buyers make informed decisions. As previously advised, the best we can do here is waive the 20% restocking fee and the customer will still be responsible for the cost to return. Thank you.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23621220
  
  I do not accept the businesss response and consider the matter unresolved.
  Titan continues to emphasize that return shipping is the customers responsibility, which I fully understood from the beginning. The core issue is that for large items, return shipping can exceed the value of the product something not made clear in their policy or checkout process.
  While I appreciate the waived restocking fee, the return remains economically impossible, and Titan has refused to offer any reasonable accommodation such as a prepaid label at their rate or a partial refund.
  I am closing this case without further pursuit, but I consider it unresolved and hope this helps inform other consumers.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/14/2025

  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 was looking on line for a seated preacher bench when I came across Titan Fitness and their preacher bench. I selected the preacher bench and put it in the cart. I then checked out. I did not look at the emailed receipt as they have texting for the shipped item. The wrong item arrived and when I opened the box I immediately contacted Titan Fitness. They said that they do not have the ability to change orders after they have been made. That I have to ship the item to them at my own cost along with a 20% restocking fee. I would like them to recognize that their system made a mistake and they should do the right thing by giving me a 100% refund.

  Business Response

  Date: 06/16/2025

  Hello, 

  Thank you contacting Titan. The system does not change items selected by customers. If the customer would like a refund, they will need to follow the return policy. This return policy can be found online. If the customer have any questions about returning this item they can reach out to us and we will help them get the return started. Thank you. 

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23468598
  
  I am rejecting this response because:

  their System made a mistake. I received an item I never looked at on their website and I had no idea that a product like this even existed. 

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

  Business Response

  Date: 06/17/2025

  Hello, Thank you for contacting us.  Please be advised that we have no way of adding items to orders placed online by customers. The customer is able to check the cart before paying, there is a confirmation page before the customer submits the order and we send a confirmation email. As previously advised, the system does not change items selected by customers. If the customer would like a refund, our standard return policy guidelines will apply. Thank you. 

• Initial Complaint

  Date:06/02/2025

  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.

  On May 23th 2025 I placed an order with Titan for a X3 ***** machine attachment which cost me $1,103.84. I received my delivery on May 27th 2025 the box was all ripped and taped up I contacted Titan fitness and file a claim. I'm missing hardware parts and the one part is damaged. I received a replied today stating there not responsible and not replacing my attachment. I clearly sent them photos of everything.

  Business Response

  Date: 06/09/2025

  Hello, 

  The customers item was damaged in transit and he needed to file a claim for the damages. We went ahead and filed the claim for the customer. The customer has been issued a replacement. The replacement was requested on 6/6/2025 and was delivered today at 3:29 PM the customers time. Thank you. 

• Initial Complaint

  Date:05/14/2025

  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 purchased a set of pallet forks online 4/30/25, they were delivered on 5/2/25 and immediately reported as defective. The most critical weld was missed during production; the unit was painted and then they attempted to weld through the paint to fix the oversight. The resulting weld has paint inclusion which prevents the proper heat penetration and bonding of the steel. There is also a leak on a hydraulic fitting that controls the operation of the sliding forks, loss of that control can cause a load to be dropped at anytime. The unit wasn't properly packed for freight delivery and came beat up with numerous scraps and gouges, one being on a hydraulic cylinder. I've attempted to contact them 12 times since 5/2/25, they went silent once the complaint was lodged. I'm about to start my busy season without proper equipment or the funds to buy another functioning set.

  Business Response

  Date: 05/19/2025

  Hello,, 

  Thank you for reaching out to Titan. We regret to learn that the customer is dissatisfied with the item received. One of our representatives has sent an email to the customer, requesting a response regarding the issue. If the customer could kindly respond to that email, we will make every effort to resolve the matter at hand.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23331074
  
  I am rejecting this response because it is not focused towards an acceptable and industry standard resolution.  Below is their latest email and my response:

  EMAIL FROM TITAN:

  Jinky (Titan Attachments)
  May 16, 2025, 12:23?PM CDT
  Hi *****, 
   
  Thank you for reaching out and bringing your concern to our attention.
  We understand your concern regarding the welds on your pallet fork frame. While the appearance of a weld may sometimes look unaesthetic, it does not necessarily mean the structural integrity is compromised. At this time, we are unable to process a warranty claim based solely on appearance, as this does not indicate a functional defect.
   
  That said, if the product were to fail or show signs of structural issues during use, we would absolutely be happy to review a warranty claim at that point.
  In the meantime, could you please let us know specifically which fittings you need replaced? Once we have that information, well be able to assist you further. If you would prefer to proceed with a return instead, we can guide you through our standard return process.
   
  We appreciate your understanding and look forward to resolving this for you.
   
  Best regards,
  Jinky
  Titan Attachments Support

  MY RESPONSE:

  Jinky,
  
  I'm a welder.  A weld that sits arched on top of the base metal indicates a cold weld, without enough heat to melt the filler material, there isn't enough heat to penetration the base metal.  A non-critical weld can be monitored; however, this is a critical weld on the main attachments point which is too risky for a piece of equipment that's rated for 4,000LB.  As for the fitting, it's not my place to be making hydraulic repairs on heavy equipment.  The aforementioned paint issues are also beyond the scope of what a consumer should reasonably make to a brand-new product.  
  
  
  Please be advised that I am an Illinois consumer that made this purchase for personal and household use. The product was marketed to Illinois consumers and this specific purchase affected an Illinois consumer; such transaction falls under the Illinois Consumer Fraud and Deceptive Business Practices Act, 815 ILCS 505/1 et seq and the Uniform Commercial Code Article 2, Sale of Goods, 815 ILCS 5/2-101 et seq. The totality of the issues with the Standard Series Adjustable Pallet Fork Frame + 42" Blades from order #*********, dated 4/29/25, delivered on May 2, 2025, leaves no safe remedy other than a return and refund in whole. Therefore, I am requesting a prepaid return authorization for the Standard Series Adjustable Pallet Fork Frame + 42" Blades, to achieve a refund in whole, exclusive of restocking fees, return fees, heavy handling fees or any other such fees that would render a refund less than what has already been paid to Titan ************************************
  
  A response within 24 hours would be appreciated to help drive this towards a timely resolution. 
  
  Thanks,
  
  ***** Motl 

   

  Business Response

  Date: 05/22/2025

  Hello, 

  Thank you for contacting Titan. The customers issue has been resolved. 

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23331074
  
  I am rejecting this response because: They sent me a return label and setup the shipping as well so we're on track.  Can you see if you can get them to commit to a refund date so this doesn't drag on?
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 05/27/2025

  Hello, the customer's return was picked up on 5/23/25 and the return tracking details indicate that the estimated return delivery date is 5/28/25. After in-warehouse processing, we ask the customer to 7-10 business days for his refund to be credited to his original payment. Thank you.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23331074
  
  I am rejecting this response because:

  There were two pickups mistakenly scheduled with ****** 5/22 & 5/23; the package went on 5/22 with the first driver.  Once the refund has been issued in full, I'll report back so we can wrap this one up.

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 06/11/2025

  Hello, 

  Thank you for contacting Titan. The customer was refunded on 6/3/2025. If the customer have any questions they can reach out to us and one of our friendly agents will be happy to assist. 

  Customer Answer

  Date: 06/11/2025

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

  
  Sincerely,
  
  ***** ****

  34W094 ********************************

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

  
  

• Initial Complaint

  Date:04/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased workout equipment back in November, and have not received barbell clamps and 10 lb set of olympic weights. I have reached out about them not being delivered and they keep asking irrelevant questions to try and delay them either reimbursing the money or shipping the items I am missing. **************** has been terrible.

  Business Response

  Date: 04/23/2025

  Hello, 

  Thank you for contacting Titan. The customer reached out to us on 12/02/2024, asking us to cancel the order because they wanted to make a minor change. I contacted the warehouse asking them to cancel the order, but by that time, the majority of the order had shipped, and they were able to cancel only the 10LB plate at that time. The customer has been refunded for the 10 LB plate, therefore, we will not be sending out a replacement. The customer is welcome to order the 10  LB online or by phone. Thank you. 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23219309
  
  I am rejecting this response because:

  They told BBB they refunded me for the 10lb plate when in fact I ordered the 230lb bundle and haven't received any refund from Titan. They told me sorry we can't refund you your items have been shipped.

  Also as the customer I want to say I haven't received the quick release clamps either. All of their words have been just to protect their company due to poor customer service.

  How can they tell me they never received payment for the 10lb plates but tell BBB they refunded me? How can they refund something they said they never received payment for?

  At this point I would like a refund for my entire order with how dishonest this company has been.

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

• Initial Complaint

  Date:04/15/2025

  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.

  Titan Order ********** and Item# RA400868 was refused 1/15/25 ***** tracking#************. Titan received the order back in January 2025. I also financed it with *************** through Titan Loan#YKR2K653ZY. I have emailed/called Titan and Bread to have this charged removed for 4 months. I have been lied to and told this will be cleared for 4 months! I am still calling/emailing today and now I get no response from Titan on my email/calls. I have spoken to *****, they call/text me daily for payment, and they sent me to collections for nonpayment. ***** knows Titan has merchandise back but need Titan to inform them and cancel the loan. This loan is now on my credit report for nonpayment so that needs to be cleared up too. Its not right to ruin my superb credit and charge me for merchandise I never had and Titan has now for 4 months. I am including a copy of 1 of my many emails to Titan/Bread. Please clear this up for me, this has been a full time job contacting Titan and Bread for 4 months aed now I get no response.

  Business Response

  Date: 04/22/2025

  Hello, 

  Thank you for contacting Titan. I want to offer an sincere apologize for the delay in this refund. I have reached out to our warehouse to make them aware of this. They took care of the refund on 4/17/2025. Once again I am truly sorry for the delay. The customer should be able to see the refund this week. 

• Initial Complaint

  Date:04/02/2025

  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.

  This is a retail fitness equipment company. I ordered a product (SKU: ******) from this company and when it arrived found that it did not match the description on the website. The website had clear guidelines regarding what this equipment would be compatible for. I followed these guidelines in detail. They were incorrect.I attempted a return. They provided no support for the return process. They said that if I shipped the product back to their address, they would offer a refund minus the 20% stocking fee and not including shipping. The shipping alone is 60% of the product cost. I escalated the support ticket to leadership to have the stocking fee removed, this was denied. Other customers should be aware that they aren't following the guidelines for their products on their website, and the return process feels like a customer scam

  Business Response

  Date: 04/03/2025

  Hello,

  I hope this message finds you well. I wanted to follow up regarding your recent inquiry about the return of your purchase.
  Our website clearly states what items this product is compatible with. As per our return policy, return fees apply in such cases. We apologize for any inconvenience this may have caused.
  Thank you for your understanding. If you have any further questions or need assistance, please feel free to reach out.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23149607
  
  I am rejecting this response because: This is incorrect. I have attached screenshots of the product I purchased, SKU: ******, that I am attempting to return.  

  The package description on the website says: "The Multi-Grip Pull Up Bar is compatible with the T-2, T-3, or X-3 ************ Racks. The bar features eight 32mm grip options for traditional, narrow, angled, and neutral grip pull-ups. With an inside length of 42", it spans your entire Power Rack and adds depth to your full-body workouts. The pull-up bar has the option to be mounted to a 6.5-inch drop or increase. Change which grips you use to affect the difficulty and isolate the muscle groups you need for pull-**** muscle-**** and many more. NOTE: If you purchased the T-2 ************ Rack before October 2020 or the T-3 ************ Rack before September 2022, this Multi-Grip Pull-Up Bar will not be compatible." Source: *****************************************************************************************************

  I ordered the T-3 ************ Rack (SKU: 401226) on 12/17/2022. I have attached the receipt for this order. Source for SKU: *******************************************************************************************

  Based on the website description, the Pull Up Bar should be compatible with the T-3 ************ Rack since it was purchased after September 2022. When I called customer service, they acknowledged they are not compatible, but then charged me a 20% restocking fee and the cost of returning the product ($70). This feels unfair based on their website description and misleading for customers. 

  ADDITIONALLY, I returned the product on April 3rd. I provided them with a tracking number. They have not provided any return of funds, and not continued any correspondance. AKA they have not refunded the cost of the product, even though i was forced to pay $70 for return shipping. Again misleading for customers and would expect more from a ******************** company 

   

   

   

   

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

  Business Response

  Date: 04/14/2025

  Hello, 

  Thank you for contacting Titan. I want to clarify that the customer purchased a ** Series Folding Rack rather than the ** ************ Rack. The item they inquired about is specifically compatible with the ** ************ Rack, which is why it is not suitable for their folding rack. The multi-grip bar was not designed with the folding rack in mind, as it would hinder the primary folding function of those racks. Instead, the folding racks come equipped with unique pull-up bars that are intended for quick installation and removal to support the folding mechanism.

  We sincerely informed the customer that the refund process could take between 7 to 10 business days. Their return was received on 4/3, and we are pleased to share that their refund was processed by 4/11, well within 6 business days. We appreciate their patience during this time and strive to ensure a smooth experience.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23149607
  
  I am rejecting this response because: As articulated before and via the product description on the website, it does not specify the T-3 Series Folding rack is not compatible. It does not specify the T-3 Series must be Power not Folding. This is misleading to consumers
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/15/2025

  Hello, 

  The website indicates that this item is compatible with the ** ************ Rack but does not mention compatibility with the ** ******************** Rack. Furthermore, the images provided depict this item being utilized on a standard power rack rather than a folding variant. This decision is final, and we acknowledge that it may be disappointing to purchase an item deemed incompatible. Please note that we will not be waiving the fee, as the description and images presented were explicit in their indications.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23149607
  
  I am rejecting this response because: my original complaint remains, this is misleading to customers 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/17/2025

  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.

  10 February, 2025, for the purchase of a leg press attachment.

  Business Response

  Date: 02/18/2025

  Thank you for bringing your concerns to our attention.
  

  Unfortunately, we do not have the necessary specifications to compare our products with the customer's specific rack. We can only guarantee compatibility within the Titan product line.
  

  We have sent our return policy should the customer wish to return the product. Please let us know if there is anything else we can assist with.
  

  Thank you for your understanding. 

• Initial Complaint

  Date:02/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an exercise machine from Titan online. Their site says nothing about limited delivery. The very next day I got a call from their shipper, stating that they'd only deliver to the end of my driveway. I told them that was not physically possible as my driveway is long and narrow, and that by doing so they'd either block access to my house or have to leave it on the road. They said the was all they can do. So I called Titan, who said some of their shippers deliver to the house and others do not. They refused to cancel the order and charged me a 20% restocking fee. I wrote several emails to them and only got back stock denials. ******** customer service

  Business Response

  Date: 02/12/2025

  Hello, 

  Thank you for reaching out to Titan. We appreciate your patience as we carefully reviewed the customer's complaint and investigated the issue. Unfortunately, we must maintain our decision regarding the 20% restocking fee. The item was shipped via freight due to its size, and it's important to note that freight deliveries are typically curbside. This means that carrier trucks often don't go down residential driveways to prevent any potential damage. Additionally, some carriers may charge extra for doorstep deliveries. We truly empathize with the customer, but we must adhere to our policy, and their order does not qualify for a waiver of the restocking fee. Also curb side delivery was explained to the customer when they called on 1/28/2025 about this. Thank you for your understanding