ComplaintsforTitan Ramps

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1 May 2023 I ordered three ramps from Titan Ramps. Order # *********** I ordered a single motorcycle ramp SKU ****** for $199.97 and a pair of ramps SKU ****** for $409.99. Total order $609.96. The single ramp is heavy duty with a rated safe working load of **** lbs to load motorcycles. My motorcycle is 900 lbs, **** lbs with me on it. But its narrow, only about a foot and a half wide. So I order the pair of light weight ramps (safe working load of 600 lbs) to put on either side for safety so I had a place to put me feet while driving the bike up the motorcycle ramp. After the ramps arrived I set them up to load a motorcycle. I noticed the heavy duty motorcycle ramp flexed and sagged when I walked up it. It made me wonder about its strength so I contacted Titan Ramps. I sent them a video and measurements. They said that I should not use the ramps and told me to dispose of the ramps (plural). They said they would refund the entire order. On 9 June 2023 ************************* (customer support) wrote I am refunding the whole order and please dispose of the ramps. (Again plural). On 29 June 2023 he changed it to, well refund a line item instead of the whole order as promised. I received a refund of $199.97 for the motorcycle ramp on 28 June 2023. I contacted the company and they said they will only refund to the motorcycle ramp. I said want to return the unused pair of light weight ramps because I have no use for them, which is the fault of Titan Ramps. They wrote in several emails that I should dispose of the ramps (plural) and that I will be reimbursed for the ramps (plural). I want to return the unused ramps at their expense for a full refund and they wont allow it saying its not eligible for return.

  Business response

  07/06/2023

  Thank you for contacting Titan regarding this concern.

  Upon checking our records, the customer's order# *********** was placed 5/1/23 and was refunded for item number 311415--10 FT HD 4 Beam Aluminum Arched Motorcycle Ramp since this is the item in question with the issue and not including the other items from the order. On 6/8/23, the customer asked about returning the additional pair of ramps purchased on the same order. The customer was sent **********************'s 30 return policy guidelines for his reference as the additional ramps do not meet the criteria for a return.

  Customer response

  07/06/2023

   
  Complaint: 20256572
  
  I am rejecting this response because:  Yes I ordered it on May 1st but it didnt arrive until 3rd week in May. The 30 day return period should start when you receive an item. 
  

  Even if the 30 day period started May 1st, which would be ridiculous, I sent them questions about the quality on May 24th. They caused delays by asking questions, requesting a video, etc. So I was within the 30 days even if they say the return period starts when you place an order (which, again, would be ridiculous).
  

  Immediately after their response to the information and video is when I said I want to return the other ramps. By the way, I can send you the email chain that shows them clarifying that they will reimburse the entire order (not just the motorcycle ramp) and I should dispose of all the ramps (plural). 
  
  Sincerely,
  
  *************************

  Customer response

  07/19/2023

  Hi BBB,

       Just wondering if you have heard from Titan Ramps and what the next step is.

  Thank you,

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

   

  Business response

  07/26/2023

  Hello, 

  I am showing that the ramps arrived on 5/5. Unfortunately, the ramps are no longer eligible for a return. We issued a full refund for the item that had failed. 

  We will not be approving a return for the other ramps. We apologize for any inconvenience this may have caused. 

  Business response

  07/26/2023

  Hello, 

  Titan Brands accept the customers request to return the Ramp for a full refund. We will process a return at no charge to the customer. The customer can expect a full refund of ****** within 5 to 7 business days. Thank you. 

  Customer response

  08/09/2023

  Hello BBB,

       Titan Ramps accepted the return of the ramps in question, paid for the shipping, and I received a full refund.

       This is the resolution I was looking for.  Please close this complaint.  Thank you for your help with this.

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

  Business response

  08/15/2023

  Date Sent: 7/26/2023 1:08:40 PM
  

  Hello, 

  Titan Brands accept the customers request to return the Ramp for a full refund. We will process a return at no charge to the customer. The customer can expect a full refund of ****** within 5 to 7 business days. Thank you.

  Customer response

  08/15/2023

   
  Date Sent: 8/9/2023 10:12:22 AM
  

  Hello BBB,

       Titan Ramps accepted the return of the ramps in question, paid for the shipping, and I received a full refund.

       This is the resolution I was looking for.  Please close this complaint.  Thank you for your help with this.

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

  
  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered item from Titan on 11/26. Received confirmation that was awaiting ***** pickup on November 29th. Email on December 2nd from Titan Fitness stated it was expected to be delivered on December 5th. Item did not arrive on the 5th but an email on the 6th stated it was out for delivery via *****. Item showed out for delivery the following 3 days. On December 9th I contact Titan Fitness to inquire if they had any information on the delivery. It took 4 days to get a response which was 'wait until it's been out for delivery for 7 days'. I waited and after the 7th business day of the item being 'out for delivery' I contacted them again. On December 14th I received a response that it was set for delivery for December 15th and to wait again. It is now December 16th with no delivery, no response from Titan. I have twice requested a replacement be sent out and have twice been told to wait longer. I understand Titan cannot be responsible for *****'s delivery issues, but they can be responsible for reasonable solutions to issues they are having with the carrier they chose to use. We're at 14 days since the item was shipped (well past the 3 days expected according to their own policies. Every day that it states it is 'out for delivery' is a day that we have to adjust our schedules and work to be present at home for what it arrives. Two weeks is an unreasonable amount of time to do that. I believe it was a reasonable request to ask that a replacement be shipped out, but trying to fight that battle for more than a week and requesting a solution multiple times has proved unhelpful.

  Business response

  01/02/2023

  Our policy requires us to wait 7 business days with no movement or the same scan from the carrier before we can issue a replacement or refund. This is because, historically, the carrier will completely deem it lost after 7 business days. We did end up issuing a replacement for the customer on 12/16 and it was delivered on 12/28. 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a fan bike from Titan fitness and one of the pedals along with the crank that the pedal threads into is damaged and was never properly cut. The pedal will not attach to the bike making it completely useless. The crank comes attached to the bike and would require special tools and directions to replace. It can be attempted to have new threads cut into the pedal and crank but this is not part of the assembly of the bike and isn't something that can be done with conventional tools by any homeowner. I've been in contact with Titan fitness but all they are willing to do is mail me a new pedal and crank. Again, the crank does not come with the tools or direction to be installed/replaced. They have since told me that they are not going to replace or refund me anything because they mailed me parts. Parts that I can do nothing with without the time, knowledge, tools and directions to replace them.

  Business response

  01/06/2023

  After further review, we have decided to move forward with a return/replacement.

  Someone will be following up with the customer today to make these arrangements. 

  Customer response

  01/06/2023

   
  Complaint: 18524610
  
  I am rejecting this response because:I have repaired the bike for an out of pocket cost due to the manufacturer refusing to help me. They did not provide the tools to fix what I believe they knew Is a failure on their part. I had no choice but to pay someone to fix it. It cost me $200 and the bike was rendered useless until they mailed me the right piece. I'd rather keep the repaied bike then risk them sending me another one that is worthless. What I think is fair is for them to reimburse me for the repairs I had to make due to their quality and customer service.
  
  Sincerely,
  
  ***********************

  Business response

  01/11/2023

  We are willing to reimburse the customer the $200. An agent should be following up today at some point to verify this with the customer and to verify the customer's address. Because the original order is older than 6 months, a check has to be sent. 

  Customer response

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a handicap ramp for my wife to get access to our home. Titan Ramps ******* *********. Well they ship the order incorrectly. I got two hand rails instead of a ramp. Which is the most important part of the order. Well all the seem concerned about is getting one of the rails back instead of shipping the ramp. This absolutely the worse customer service you can give a customer. They seem no concern about fixing there mistake. Im not asking for money back all I want is my ramp. I will never do business with this company in future and I advise other as well to go elsewhere.

  Business response

  12/13/2022

  Good Morning,

   

  Thank you for reaching out to Titan regarding this customers concerns. We reached out to this customer on 12/6/22 and issued a replacement order for the correct item. The shipment was delivered by **** on 12/9/2022. This issue has been rectified with the customer.

  Thank you for allowing me to fix this issue.

  Customer response

  12/13/2022

   
  Complaint: 18513556
  
  I am rejecting this response because:

  Yes it was replaced but I had to undergo a lot of heartship of getting my wife who is paralyzed into our home from hospital. Their mistake of shipping two rails instead of ramp. Then I had to wait till the rails were shipped back before they would ship a ramp. This to me was extremely poor customer service. I feel the ramp should have been their first priority not wanting the rails back.  They can have extra set of rails I dont want them. My point is there customers should be first especially when its their fault. Thats my point 

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

  Business response

  12/14/2022

  We understand where the customer is coming from and we took the action of sending the replacement. There is nothing further we can do on this case. The issue has been resolved. We do apologize that the incorrect item was sent out and that it took a bit of time to resolve the issue.

  Customer response

  12/14/2022

   
  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

  11/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #*********** **************** ticket # ******* On **/8/2022, I purchased the **3 rack, **3 lever arms, **3 Spotter arms, and Bumper plate weight set 260# on the TitanFitness website.Unfortunately, the shipment was missing many parts and damage (on the **3 Lever arms) and had quality control concerns on the **3 Rack. I am disappointed because of the lack of resolution to these concerns as well as a lack of open line of communication with the management team of Titan fitness. To resolve the problem, I would appreciate a replacement of the **3 Lever arms with expedited shipping, a rebate on the **3 rack due to the damages and an apology for my time and efforts I have spent reaching out to the titan fitness team over the past 2+ weeks.To this date I have received communication from ****** *************** (product support team). However, I have yet to get an answer to when this will be resolved or IF it will be resolved. The order total was 2,088.74$ including taxes The costs of the appropriate items not including taxes are as follows **3 Series Adjustable Lever Arms $343.16 **3 Series *************** Rack $736.28

  Business response

  01/06/2023

  We issued a replacement for the customer in the beginning of December and offered a $50 partial refund. The customer accepted our offer and this has been resolved. 

  Customer response

  01/06/2023

   
  Complaint: 18470746
  
  I am rejecting this response because: I had asked for a formal apology from Titan Fitness and their management team. This experience had lasted over 4 weeks trying to get not only a response from anyone but a replacement of the parts that were supposed to be delivered in the first place. It was an absolutely horrible experience, and something I will never forget. The 50$ refund was a nice gesture but not nearly enough to replace all of the time and effort spent on the phone and email trying to correct an issue that was not my fault to begin with. 50$ refund on a 2000$+ order is just a drop in the bucket. 
  
  Sincerely,
  
  *******************

  Business response

  01/11/2023

  We sincerely apologize for the inconvenience. We do understand that it was very frustrating to get a resolution; however, we have resolved this and there are no other actions we can take. 

  Customer response

  01/11/2023

   
  Complaint: 18470746
  
  I am rejecting this response because it is insincere and I wont get the time ********** Ive wasted into your company back. This is the absolute worst customer service experience Ive ever had with any company by a mile. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a barbell from them in May of **************************************************************************************************************************************************** use, leading to extreme injury or death of the user, and potentially anyone around them. This bar was used in accordance to manufacturer recommendations and never loaded anywhere near the maximum weight capacity. The way the bar was coming apart is something unheard of by any other barbell manufacturer when I began checking with others to find a fix. Titan Fitness eventually recognized this issue after being contacted multiple times, and they replaced the bar. The second bar they sent began to deteriorate in the exact same way, and this time they are refusing to recognize the issue and do anything to help find a resolution. They only continue to cite their warranty which states that any replacement is only covered by the balance of the remaining warranty on the original purpose. While I understand this, I believe that such a significant manufacturing defect that could lead to such catastrophic failure of a unit should still be recognized and corrected before it leads to a personal injury issue on the end-user side. The complete lace of compassion and customer service on the warranty service side has been appalling. I requested to be contacted by part of the management team to see if we can find an amicable solution, and they have refused to reach out to me after 48 business hours.This particular barbell is no longer carried by the company. I am not seeking a replacement, as it has already proven to be very poorly constructed. I want them to take the bar back.They have refused this as well, only continuing cite the warranty policy.The pictures provided are of the original barbell issue, and the new one in the beginning stages of coming apart. The first bar started with minor separation of the sleeve from the collar, and advanced quickly over a couple of months of normal use.

  Business response

  02/20/2023

  Hello, 
  After reviewing the customer's complaint, ********************** will not be offering the customer a refund or a replacement. The customer received a replacement and the item is past the warranty date. If the customer would like to purchase another item, he can call Titan and one of our Sales agents will be happy to insist on purchasing another bar that fits the customer's needs Thank you.

  Customer response

  02/20/2023

   
  Complaint: 18390812
  
  I am rejecting this response because:

  Their warranty lasts one year from the original purchase date of what turned out to be a defective product. The replacement is defective in the same way, and in such a way that can lead to catastrophic failure of the item, causing injury and/or death of the user and those nearby. The warranty offered is not the standard for others in the industry. The product they replaced my bar with is no longer available within their product line, which leads me to believe they recognized an issue with it and decided not to offer it anymore. They have also refused to return any phone calls after attempting to escalate several times to a manager to have a discussion on the phone about the issue. 

  At this time I do not accept their resolution. It is poor business practice, and all documentation is being kept for any potential liability suits that follow should there be an incident with their defective product that they refuse to recognize and corrected. 

  After reaching out to other companies within the industry, they have all recognized that there is clearly an issue that they would all correct if it was their product.

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

• Initial Complaint

  11/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  please see receipt and correspondence. product was never delivered to me, and no follow up from company. Order was during covid, and ***** said they can only speak with company that sent the product. At time i tried many times to reach Titan and had zero success, after hours i chalked up as a fraudulent company and not worth my time to recover the amount. I recently came across the receipt and contacted Titan, at first i was treated well with apologies, but then the communication stopped. I got 1 last empty i am working on it email while i was the phone asking to speak to the point of contact. many more attempts they were not respectful and have been fraudulent by stealing my money with no attempts to repay.NOTE MY CREDIT CARD AT TIME OF PURCHASE IS NO LONGER IN USE AND I HAVE INFORMED TITAN. Refund must go to a new card!!I NEED THE REFUND COST OF WHAT IT WILL COST TO REPLACE TODAY $ FROM A SUITABLE COMPETITOR AND COMMENSATION FOR MY TIME AND THIS ENTENTIONAL THEFT (THEY WERE NOTIFIED AND HAVE AVOIDED ME).

  Business response

  01/17/2023

  This customer placed his order on August 9th of 2020. We received one contact from **************** in 2020 and that was the day after the order was placed asking when the order would ship. We provided him with tracking information at that time. 

  Of course since it's been 2.5 years now, ***** does not keep a record of the tracking information. 

  **************** never contacted us after that initial contact to inform us that his order wasn't delivered. I have included proof of our messaging system with his account and you can see that there were no contacts between August 9th 2020 until October 2022- 2 years later. 

  As a note: If he had called and wasn't able to get through to us, the phone calls would still show in our messaging system as "abandoned" calls, which there are none of.

  Had **************** actually contacted us 2.5 years ago when this was ordered to tell us he had not received it, we would have been happy to assist. However, because he reached out 2.5 years later, there is no way for us to verify that the customer did not get this order. We are unable to offer any further assistance with this and there will be no refunds applied. 

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  May 30 2022, items ordered and then canceled company shipped items and is attempting to return shipping fee of 250dollars for return shipping. When they had plenty of time to cancel the shipment orders were canceled 36hrs prior to shipment leaving there warehouse.

  Business response

  06/01/2022

  Good Morning,
  
  Thank you for reaching out to Titan with this customer concerns. **************** reach out to Titan on 5/31/22 with this concern and was told on 6/1/22 that the item was being returned free of charge as a one time curtsey. We attempted to contact this customer and wasn't successful doing so. **************** was sent a email informing him of this information as well.
  
  Thank You!

  Customer response

  06/02/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

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