TTI Floor Care North America

This customer was advised to go back to our service center and the $30 fee would be returned back if the issue was found to be a manufacturing defect. The customer chose to go to the non-authorized service center and was charged $45.15, that does not include parts that would be an extra charge....

He needs to go back to our service center in order to have the repair taken care of if it is a manufacturing defect.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However I see no answer to...

replacement of said vacuum or what to do with new damaged one. This is an inconvenience that should include a replacement due to the very short period of time this product lasted. This product should have never been sold if quality was in question. I only brought the vacuum because of Dirt Devil being directly connected to the sale. Please consider my additional request. The faulty vacuum can be returned if postage paid by Dirt Devil. Thank You1
Regards,
[redacted]

I contacted this customer and advised he will receive instructions on getting his vacuum replaced. I sent the instructions while he was on the phone with me.

I can't help/assist the customer if she refuses to call me. I did leave a detailed voice message on the number provided, asking her to contact me direct.

This customer was called yesterday, and will receive a battery.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...

resolution is satisfactory to me. 
[redacted]<w[redacted]@mail.com>10:56 AM (1 hour ago)toBetter,infoActually, [redacted] just delivered it seconds ago, so we’re all set.  This can be closed.

This customer called on 3-29-17 and was sent an email on 4-7-17 with instructions on how to get her replacement.  This customer sent an email on 4-14-17 and was sent instructions again on how to get a replacement. The emails were sent to the email address that she has listed on this...

complaint.

There was no receipt of even a note inside the box that arrived. I advised the customer that once we received the vacuum, we would inspect it and see why it will not pick up anything. Upon inspection, we found that the hose was so clogged we had to really dig into it to get it cleared out. When you first removed the hose, there was a ink pen in the top that was logged into whatever he was picking up. Once it got stuck, everything else that was picked up was packed into the hose not allowing anything else to be picked up. We cleaned it out and made sure it was working before we shipped it back (customer was advised this is what would be done). I called the customer and advised him what was found. I even sent him pictures of what was found. I advised him that we were shipping it back. I then placed an order for a hose (our price $26.27) and a dirt cup (our price $86.79) I did advise him I would send out another hose, but he did not know I was sending a dirt cup also. I have gone above and beyond for this customer and have no idea why he continues to say I have not assisted him. I can forward the pictures to you if you need them.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the...

offer I reviewed appear below.
Regards,
[redacted]
I hva eno way of verifying date of purchase.  They need to stand behind their product. If they dont, they lost a customer for life. Will not buy any of the brands they make or represent.

I have called this customer and advised him to call me direct, via voice message regarding his complaint.

I do apologize for any inconvenience this has caused. I will have the website checked.

This is the message that was just sent to the customer: HelloI left you a voice message regarding your issue, and advised to contact me direct. Just received a 2nd Revdex.com complaint and it states you want to be contacted via email. Your first Revdex.com complaint said nothing about responding via email. If you have a label from our solution that says can be used in a [redacted] product, I would need a copy of that label. The bottles of solution we have here, do not show any other product names that it can be used in.Juanita T[redacted]Customer Care Supervisor440-996-2551Monday-Friday 8:00am-5:00pm EST

Received two of the same complaint, the 2nd one has attachments. I will respond to the 2nd one.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]

I have explained to the best of my knowledge that she was not charged for the order placed on 3-25-15. There is nothing else I can do to make her beleive it, and she refuses to call me via phone. She needs to check with her bank regading the refund that has already been issued for the December 2014 order. She can also check with her bank to see that the charges for 3-25-15 was just an autorization and not an actual charge. She keeps rejecting what has already been explained, more than once.  She keeps sending me emails after she rejects my response sent to you, so I am explaining it over and over again. My response is always going to be the same. She is not being charged for the order placed when she called in to Customer Care, and a refund has already been issued.

I just spoke to the customer and advised that she can take the vacuum back. I let her know that I did try to call her and her voice message system would not allow me enough time to leave a complete message. She stated she would look into it.  The customer stated that she wants to exchange it and has already ordered belts for the vacuum. I advised Walmart (her point of purchase) has a 90 day return policy. I also gave her my direct number for any further assistance that may be needed.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
(see attachment) Regards,[redacted]

I have contacted this customer, and left my direct phone number via voice message.

The customer has been contacted. She will receive a label to have the product brought back to us. She will also receive a refund for the product ($199.99), a refund for the rental ($38.01) and is ok with this decision.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference,...

details of the offer I reviewed appear below.
Again, they denied my claim under the assumption that we did not know how to use the vacuum (i.e. said it should not be used while on deep-carpet setting on hard wood flooring and the vacuum should not be on and sitting in one area when not being used - neither of which were done by us). I have sent both them and the Revdex.com photos and all documentation and photos of the vacuum in question and of the damage that was done to my floors and this Company (Hoover/TTI Floor Care) has continually responded with deflecting and incorrect information. This is the same response they issued the last time I rejected it and they had the audacity to send me a operations manual as if I need additional instructions to operate a vacuum cleaner correctly. Please note that there have been many complaints against them which are all documented online about similar issues that other Customers have had where these vacuums have ruined their floors due to design flaws. They said that they tested my vacuum four different times and even at one point admitted that the vacuum was faulty and that they were going to pay my claim and then strung me along for two more weeks until telling me that they got two files crossed and it was not my vacuum that was faulty but was someone else's and they were testing my vacuum yet again at which point they said they were denying the claim. Please note the pictures that you have on file and the fact that their brand new vacuum cleaner melted my hard wood laminate flooring in two rooms in multiple places when being used for the very first time and being used 100% correctly and the cost to replace will be in the area of $3,200. I have done everything they have requested in order to get my claim properly paid out and they are not assisting at all in reaching a fair resolution. Please help. Thank you.
Regards,[redacted] 
*