TTI Floor Care North America

I have called the customer and went over a few things with her vacuum. I advised the first time she called was 7/28/2016 then 8/19/2016 and finally 8/31/2016. customer stated she never had any issues until then. I went over the discount that was offered also, customer thought she had to get the same...

model. I advised she does not. Customer was also advised that when she originally called her vacuum was already out of warranty. After going over a few things with the customer, I decided to send her a new brush roll and belt. The customers vacuum had a strange sound when she turned it on. I asked her to remove the brush roll and belt and the sound changed. The customer should receive the items in 7-10 business days.

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.  The company did respond.  They have replaced the equipment after verifying it was not functional.  Thank you for getting involved.
Regards,
[redacted]

I called the customer back today and apologized for any inconvenience this has caused him. I also advised him that the credit was issued but the check was not requested. The customer paid with a money order, so we have to issue a check. I tried to explain to the customer that we can't block any...

calls and offered my direct number for further follow up if needed. The customer just hung up on me, while I was talking?

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
[redacted]

This customer has been corresponding via email. The customer was sent a email this morning at 8:37am EST. Per email: We would like to apologize again for any inconvenience that you had with receiving your Hoover orders. We will be more than happy to issue you a refund. Please forward a copy of your...

receipt to my attention (supervisor [redacted] mentioned in his complaint). The part that we sent you should arrive soon.  Unfortunately, I don't have an exact date when the tank will be delivered to you. We are shipping to a APO address due to the customer being over seas.

Unfortunately, we can not replace the vacuum again, unless the customer provides a receipt (original purchase receipt). He stated that we did not send him one, we did a no charge order when we replaced it and would not have a receipt unless he purchased the original one from us. It does state in the...

manual that a copy of the original sales receipt is needed.  We did offer the customer a discount, which he refused.

Our Canadian representative spoke to this customer yesterday. The customer was advised to go pick up his vacuum from the service center and it would be replaced, due to the time frame (waiting on the needed part). We have already advised the service center to cancel the order for the part and give...

the vacuum back to the customer, when he comes back.  Not sure why he contacted the Revdex.com?

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.  I had an appointment in Lexington this morning, so after I was done, I stopped by [redacted] and spoke with Steve.  He told me that, contrary to what Hoover seems to be saying in their response, he (Steve) cannot request that the vacuum be replaced.  He can only make the repairs that Hoover's Warranty Department authorizes.  In fact, he said that in order for Tom's to request that the machine be replaced, they would have to have a code that can only be assigned by someone in Hoover's Warranty Department.Everyone that I have spoken with directly, including Hoover's Customer Service Department, has indicated that any decisions about warranty work or warranty replacement must be made by someone within the Warranty Department.
Regards,
[redacted]

I have placed an order for a replacement vacuum. The customer will receive a email of the order that was placed.

The customer is upset about an order that was placed. We quote 7-10 business days for delivery. The customer received the brush roll, but not the belts.  We will check here to see if we have the belts and send them out tomorrow, over night.

Customer's order has been placed for the replacement. I do apologize for any inconvenience this has caused. The customer will receive the replacement in 7-10 business days.

The customer did call our company  two different times. . The first time was 12/5/2017 and the second time was 1/15/2018. The first time he called he was given the 24 hour reset procedure, and advised to call back with the results. I am not sure why it took so long for the return call back...

with the results.  The second time he called , he was advised to take the unit to one of our service centers.  I do apologize for any confusion this has caused.  What we would need is a copy of the original receipt showing the date of purchase (and that the unit is under warranty).  Once that has been received, we would send out information on how to get a replacement. Unfortunately, we don't send out shipping labels and all customers that receive a replacement do ship there product back, to our return facility. I have no problem replacing his unit as long as it is under warranty, and he follows the instructions provided.  The manual does stat the following, listed below:

The customer was sent a denial letter dated 2/22/2017 explaining why his claim was not honored.

This customer contacted us on 4-10-2018 and advised us that he purchased it from a [redacted]. The representative advised him that he had a 2nd hand purchase and there was no warranty. The representative also offered the customer a 30% discount on another product. His complaint states that he...

purchased it new in a box. If that is the case, we would need the original sales receipt that shows the date it was purchased and from where.

HelloWe had the tax rate checked with our IT department and this is what the result was:                Internet shows the sales
tax for that zip to be 5.5. [redacted] also has the sales tax ad 5.5 I will contact the customer...

and share the findings with her.

I have called the customer and advised him to call me direct. I left my contact number via voice mail.

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. This is absolutely absurd!  This company is falsifying the information in my claim in order to justify not resolving the matter.  I know how to use a vacuum and the attachments properly.  I did not misuse the vacuum and break it!  This company obviously makes a bad product and knows it, which is why they don't stand behind it.  I would like the record to reflect on the Revdex.com website that this case was not resolved by the business. Not that it actually matters, because their rating already sucks from them screwing over other customers the same as they are now.  Please ensure the business knows this: I HAVE PURCHASED AN IDENTICAL VACUUM CLEANER, REMOVED THE HOSE TO REPLACE THE DEFECTIVE ONE ON MY VACUUM.  THEN, I TOOK IT BACK TO THE STORE AND SAID IT WAS MISSING A HOSE!  THE STORE MARKED IT DEFECTIVE AND GAVE ME A NEW ONE.  I TOOK THAT VACUUM HOME AND TOOK A SECOND HOSE IN CASE THIS BREAKDOWN HAPPENS AGAIN, NOW I HAVE A SPARE PART JUST IN CASE!  I RETURNED THE SECOND VACUUM STATING THIS ONE TOO DID NOT WORK.  THEREFORE INSTEAD OF THE COMPANY HONORING THE WARRANTY AND REPLACING THE DEFECTIVE HOSE, THEY NOW HAVE 2 VACUUMS THAT WILL BE RETURNED TO THE MANUFACTURER AS DEFECTIVE.  I hope someone at the company reads this and doesn't treat their customers like this in the future.  I will, however, post my solution to how I solved this problem on all those websites where people are already complaining about this company.  Maybe if enough customers do the same this company will change their terrible customer service and stop screwing their customers!
Regards,
[redacted]

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.
Hoover is acting like the React Vacuum that I returned is not their product. It is their inferior product regardless of where I purchased it. On 12/28/27 when Timothy ordered the replacement vacuum, he offered some replacement filters for the price difference which I agreed to but they were not ordered and I’m sure he will deny that he agreed to thT. I still want the price difference or will accept the two replacement filters required for new vacuum. This is a dirt cup filter and a hepa filter. Hoover knew they owed me a vacuum on 12/20/17 or before when I advised them that the React was being returned. Why did they wait until after Christmas to resolve knowing their shipping department closed but never advising me of that until 1/3/18? They should have procedures in place to resolve situations like this regardless of inventory.  
Regards,
[redacted]

I have called this customer and advised him to call me direct.  Unfortunately, we can not offer a refund on a product purchased March of last year (3/21/2017). The customer received a discount on a product that was already discounted. The original price was $39.99 and he was given a 15%...

discount which brought the price down to $33.99. I'm not sure why he waited so long to open the product? refurbished Reconditioned models have a 6 month warranty from the date of purchase (for manufacturing defects).

This customer contacted us 6/12/2017 regarding her battery. The customer was advised her unit is out of warranty and was offered a discount on a new battery.  We have already given her a batter at no charge 6/5/2015. If she needs a battery we will have to charge her for one.