ComplaintsforTTI Floor Care North America
Carpet and Rug Cleaning Equipment and Supplies
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Complaint Details
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Initial Complaint
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a Hoover Power Scrub Elite Pet Upright Carpet Cleaner and Shampooer, Lightweight Machine, Red, FH50251PC last year on Black Friday from *******. This Vaccuum worked fine for few months and now it started giving problems. One it will not clean properly and second every time we plug in it will trip the power breaker. Its a big hazard for short circuit which can cause a fire in my house. I have kids at home and its a big concern. I spoke with customer care ******** and she advised me to ask ******* to provide me copy of the receipt. I went to ******* and they told me that they are unable to provide the receipt for cash purchased item over 6 months ago. I talked to ******** again and now she is saying that they can not help and can give me 10% discount on next purchase. This is really sad that I trusted Hoover and its under warranty and they are NOT helping at all. I feel that I should have listed to others and went with different brand. I feel that I have been cheated. I would like someone from HOOVER to please take an action and resolve my issueBusiness response
10/22/2024
An email has been sent to the customer with an attached prepaid ***** shipping label so his unit can be sent back to us. Per the Owner's Manual the receipt is needed in order to file a warranty claim and since he could not provide the receipt we are offering to send him a one time courtesy replacement but it will not have any warranty and he will be responsible for any future repairs. Once the unit is on its way back via ***** we will send his one time courtesy replacement.Customer response
10/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint. I was requested to send back the defective product and HOOVER will send the replacement. As per request I have sent the defective product and waiting for replacement. Please provide me tracking number for the replacement. Thank youInitial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Earlier this year I purchased a HOover ***** wASH PLUS FROM tARGET It arrived and didn't work, at all. I contacted Hoover, showed proof of purchase and they sent me a new one. It worked a few times, maybe 4 total in the past few months. I don't use it alot.And then, it stopped. It turns on, runs but no water distrubution or sucking water up... just nothing.I tried ot call but they close at 3 pm EST which does not leave me a lot of time to call being in MT I emailed and told them the situationa and how I have researched and noticed that MANY other people report the same issues on these "new" units. I did all of hte troubleshooting and then some and I sent a photo to customer service and their reply is that something isn't sealed? Everything is sealed.And that I have to take it over 40 minutes away to Greeley for service?This is a brand new device . It shouldn't stop working in less than a year. I am a disabled person and haven't been driving much since a car accident in june.I can't take it in I feel strongly that they are blowing me off.I take meticulous care of this unit and as i already said, it has only been used a handful of times. I have no accidents in my house just newer carpet that I like to clean every three or four months I just want a new unilt and I don't think that is too much to ask especially since it will probabaly stop working as well and then this will be a viscous cycle. Just ******** hoover smartwash complaints" It seems that they are poorly made.I don't think I should have to jump through hoops to get this replaced , especially since it's so new If another model has less known issues, I would take that too but they all look like they have issues.Business response
10/10/2024
An order has been placed for a new replacement Smart Wash. The customer has been notified via email with the order details and it should arrive within 7-10 business days via Fedex once the order leaves our warehouse.Initial Complaint
09/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a HOOVER vacuum a few months ago and on the second use, it began to malfunction. Ive been calling and calling their customer service department for assistance and have yet to speak with a person. This company NEVER answers their customer service line. All I get, are pre-recorded, automated messages saying that they are closed at this time. Each time I call, they say they are closed even when its within the time that they are supposedly open for business. They say they close at 3pm EST, yet, when I call at noon or 1 or even 2. The recording ALWAYS says that they are closed, Making it impossible to get some support. They gave their employees the entire labor day week off (per their recording) the ENTIRE week!!!, I called and got that message on their answering service. I would like my money back or at the very least, I should have access to customer support about THEIR PRODUCT, that I purchased. ****************. Customers should be made aware of what they will be dealing with after purchasing this company' products.Business response
10/05/2024
Several email correspondence with customer declining process of troubleshooting for resolution. Hoover ticket pending waiting to find out if this is a part or unit issue. **************** center(s) information also provided.Initial Complaint
09/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased Hoover One Pwr Evolve Cordless vacuum BH53420v from ********** on April 26, 2023. Battery died last month, BH25040. These batteries are known to be defective. Purchased a new charger from Hoover just to rule out the old one. Contacted TTI Floor Care North America for a replacement battery under the three year warranty. They will not replace it. I think they make more money selling replacement batteries than their vacuums.Business response
09/19/2024
An email was sent to the customer letting him know an order was placed for a new battery. His battery should arrive within 7-10 business days via ***** after the order leaves our warehouse.Customer response
09/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.Warranty honored and batter replaced.
Thank you.Initial Complaint
09/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On August 31, 2024 I purchased the Hoover CleanSlate Plus from this company and have not gained any resolution in receiving all parts list and pictured on the order. We should have received either the Spin Scrub tool or the 4' Auto Tool and neither was included in our package as we received the wrong product. Several attempts over the course of a week have yeilded no resolution from Ms. ***** ******* Team Lead Supervisor, TTI Floorcare, North America.Business response
09/18/2024
An email was sent to the customer letting him know he received all the parts that he was supposed to. The customer responded back that he was going to go ahead and return the product to ****** because he thought additional tools were included with the product.Initial Complaint
08/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased hoover floormate deluxe January 2024. After 6 months product leaks from clean water tank, in less than a minute the entire tank empty & not plugged in **************** but hoover customer service is the absolute worst, won't talk on phone easy to avoid dealing with customer. Garbage products and garbage companyBusiness response
08/17/2024
An email was sent to the customer apologizing for the issues he has had with the Floormate Deluxe and also with reaching someone in Hoover ************** An order was placed on 08/16/2024 for a new unit and it should arrive within 7-10 business days via ***** once the order leaves our warehouse.Customer response
08/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
08/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a vacuum on 11/10/23 from Hoover.com website. The website advertised free shipping for orders $99+ on top of page so because my vacuum was discounted to $88.90 I ordered a ***lacement filter as well for ***** which put my order total at $99.89.1) they charged me $9.99 shipping anyway. I went back to website after ordering and they have an asterisk next to the $99 and the fine print elsewhere saying free shipping must be $99.99 order. That is first deceptive tactics. 2) I returned the vacuum within 30 day window as it was not powerful as claims. I had to pay return shipping almost $20 through *** as they would not pay for return shipping.3) after returning vacuum and filter I never received any confirmation email from Hoover acknowledging my return. I clearly marked on the return slip inside box that the filter was taped to the box and also indicated this on the outside shipping label. I called customer service in late December to inquire about my return and was told they do not send email confirmation of returns and it would take 4-6 weeks to receive my refund.4) I did not receive any refund until 3/11/24 in the amount of $97.53. My order total was $119.10 showing that they did not refund the ***** for filter that was returned.5) on 5/2/24 I emailed customer service to find out why the filter was not refunded and on 5/3/24 a *** ***lied that his supervisor would reach out to credit **** and it would take 7-10 days for credit.6) I have still never received the difference and I ***lied to the email on 8/4/24 and 8/9/24 and Hoover is simply not responding anymore.Business response
08/16/2024
An email has been sent to the customer letting her know a refund for $21.57 has been requested from our ***************** and I have asked them to escalate it. I have also apologized to the customer for the delay in the refund. The refund will be for the filter price of $9.90 plus tax (original price was $10.99 but there was a discount on the order for Welcome discount) and shipping for $9.99 plus tax. The refund should be processed shortly and the refund will go back onto the original form of payment usually within 7-10 days.Initial Complaint
08/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We ordered our Hoover floor cleaner on May 3rd and it worked great *** first two times it was used. The third time we went to lift *** nozzle latch to clean out *** nozzle and brushes to put it away and *** spring on one side popped off. We noticed that all that holds that spring in place is a tiny plastic k*** which had come off. I contacted hoover on July 26th and was told to submit *** date of purchase receipt, a picture and or video. I submitted while on *** phone. I was told that I would hear a resolution and probable replacement plan in 3-4 business days. I have reached out four times by email since and three times by phone. Each time by email I receive no response. Each time by phone I'm told that I'm outside ***ir normal business hours which I'm not. I'm an hour into ***ir hours or an hour before ***y close ***ir hours EST time. Today I tried at 11:28MST which is 1:28 EST. Same recording. The person whom I originally spoke with was **************** The email address I was told to submit to was *********************************** I can't return *** who unit at this point, but a piece shouldn't break off on *** third use. I was poorly made. I am requesting a new nozzle to allow us to use *** product purchased. I can't get anyone to respond since *** original call.Business response
08/16/2024
An email was sent to the customer on 08/16/2024 apologizing for the delay in getting a response and also a nozzle was ordered. The customer should receive the nozzle within 7-10 business days once the order leaves our warehouse.Customer response
08/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a new cordless ********* floor cleaner in the spring. In less than a month it broke. They sent me a replacement, however, it was the wrong unit. I emailed them and they first said they would send me a shipping label to return the incorrect one. I never received it so they told me to pull off the sticker with the serial and model number and take a picture of it and send it to them and they would send me a replacement. I did this and have not received a response. I have emailed multiple times and tried the live chat. I also tried calling multiple times during their listed business hours and I get a recording saying they are closed. I spent a lot of money on this machine to not have the correct one.Business response
08/14/2024
An email has been sent to the customer letting her know an order was placed for the ONEPWR Cordless Streamline which is the correct model she should have gotten. It should arrive within 7-10 business days once it leaves our warehouse. Also, a request has been sent to the customer to get the wrong item that was shipped to her sent back to us. The label she peeled off and sent to us was from her original unit and not the wrong unit we sent to her. At this point, we are wanting to go ahead and send out a ***** shipping label to get that corded unit back instead of her peeling off the label and cutting the cord.Customer response
08/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a Hoover power scrub XL ******************* cleaner in October last year used it twice tried using again didn't work called Hoover customer care service they had me trouble shoot product billed me $30 didn't fix nothing gave me another number witch keeps putting you on hold ************ or ************* I have tried 3 times same results there number1 ************ on the back of the machine s/n AT 23284DO80803 purchased at *********************** purchased on my bank card US Bank paid $149.00 plus taxBusiness response
08/16/2024
I have sent an email to the customer advising him that he will need to reach out to ******* to get a copy of the original receipt. Once we have the receipt we can replace his unit under warranty.
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Customer Complaints Summary
261 total complaints in the last 3 years.
80 complaints closed in the last 12 months.