⭐ 1 Star
⭐ 1 Star As a gym owner and longtime Titan Fitness customer, I never thought I’d be leaving a review like this, but my recent experience has completely changed my opinion of the company. The issue isn’t necessarily the equipment itself—I’ve purchased quite a bit from Titan over the years, and much of it has served its purpose. The problem is the way Titan handles product updates, compatibility, and customer service. Titan updated one of their rack systems and discontinued the previous version along with compatible attachments. Unfortunately, there was very little clarity during the purchasing process that the attachments I was ordering would not work with my existing rack. I used the same account and purchase history I’ve always used, and there was no obvious “V2” designation or other clear identifier in the product name that would immediately signal compatibility differences to existing customers. As a result, I ended up with three attachments totaling less than $130 that are completely unusable. I’ve been trying to resolve this issue since April. During that process, I was initially told that Titan never received my emails. However, after pushing further, a customer service representative was eventually able to locate those same emails and reference them during our conversation. The explanations I received afterward felt more like excuses than solutions. I was told there were multiple tickets involved and that this somehow prevented a resolution. As someone who understands how ticketing systems work, that explanation raised more concerns about internal management and customer support processes than it answered. What is most disappointing is that Titan appears willing to lose a longtime customer over a relatively small amount of money rather than simply doing what is right. Companies make product revisions all the time. The difference is that the best companies are transparent about compatibility changes and stand behind their customers when issues arise. At this point, I would rather spend my money with companies that clearly communicate product compatibility, support their customers after the sale, and respond in a reasonable timeframe when problems occur. Even purchasing used equipment through Facebook Marketplace feels less frustrating than dealing with this situation. Titan may offer decent equipment, but customer service is what determines whether customers come back. Unfortunately, this experience has ensured that I won’t. Longtime customer—now a former customer.