TTI Floor Care North America

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 usIt 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

I have called the customer and went over a few things with her vacuumI advised the first time she called was 7/28/then 8/19/and finally 8/31/customer stated she never had any issues until thenI went over the discount that was offered also, customer thought she had to get the same modelI advised she does notCustomer was also advised that when she originally called her vacuum was already out of warrantyAfter going over a few things with the customer, I decided to send her a new brush roll and beltThe customers vacuum had a strange sound when she turned it onI asked her to remove the brush roll and belt and the sound changedThe customer should receive the items in 7-business days

I volunteered to take defective product to an authorised Hoover repair shop to examine and document defective vaccumTo release the vaccum to Hoover could result in loss of the property which is at this point evidence of a defective and dangerous productTherefore, to take the product to an authorised repair shop/dealer seems a very reasonable compromiseOnce the inspection is done and documented, Hoover should take action in resolving my issue and take necessary steps to prevent someone else from being injuredThank you

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 contacted this customer regarding his vacuum After I advised what could be done, he started yelling and advised me of what he would and would not acceptOnce I was able to speak, the issue with his vacuum has been taken care ofI am going to send him one more replacementI also advised him, if he has any problems/issues with this new vacuumHe will have to go to a service center and have it looked atThe customer agreed

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 directJust received a 2nd Revdex.com complaint and it states you want to be contacted via emailYour first Revdex.com complaint said nothing about responding via emailIf you have a label from our solution that says can be used in a [redacted] product, I would need a copy of that labelThe bottles of solution we have here, do not show any other product names that it can be used in.Juanita T***Customer Care Supervisor440-996-2551Monday-Friday 8:00am-5:00pm EST

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] 10:AM (hour ago)toBetter,infoActually, [redacted] just delivered it seconds ago, so we’re all set This can be closed

This customer contacted us 6/12/regarding her batteryThe 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/If she needs a battery we will have to charge her for one

Hello Mr T [redacted] As requested I have faxed another copy of the original receipt. I apologize that I was late in faxing it over the weekend. I unexpectedly was gone and did not get back home until Monday late. I apologize for any inconvenience this may have caused. If the fax is not legible the only other option I have is to mail a copy as it is legible prior to faxing.I appreciate all of your efforts in regards to this matter.Respectfully, [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 Regards, [redacted]

Received two of the same complaint, the 2nd one has attachmentsI will respond to the 2nd one

I have contacted this customer and will assist getting her issue taken care ofI did apologize for any inconvenience this has causedI called and not the first time I tried to contact this customer I requested her proof of purchase and will call her back, for further assistance once received

The product has been sent for further testing by our Quality Assurance Department

Thank you for the report regarding the BHAir Cordless VacuumHoover takes reports of potential product safety matters seriouslyWe are investigating the report based on the information provided The costumer has declined to return the product for inspection, however we have not seen any similar allegations in the past

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] ***

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

This customer did contact our office regarding the needed partsI do apologize for any inconvenience this has causedIt looks like he called again today and stated he was returning the productI have called the customer and advised (via voice message) if he still needed the screws, I do have them to be sent out

Once the product is in my possession, and doesn't stop working within a use or two, I will be more then glad to put this behind me, but not until Im capable of making that a fact, rather then an assertionAt that point I will accept the "Solution" Although Im still not happy or think a single use should cause or clog a vacuum of this caliber

For the record, the statement that the $total was due to the two coupons being applied is yet another or, at best, unverifiable claim. Regardless, though, even if we assume this to be a true statement, then why didn’t Hoover comply with its own statement from its email stating “we will have to cancel all orders that have combined coupon codes”? Apparently, this statement should have actually said that Hoover will unilaterally modify orders as it pleases, send a receipt showing an incorrect amount, bill your credit card for more than double the amount shown on the receipt using a name that sounds completely unrelated, and then ship whatever it pleases without providing any tracking numbers. Then, if you try to complain, they will drag their feet in addressing your claim repeatedly; accuse you of lying about contacting them and receiving items that were never delivered; and start conveniently providing unverifiable information to try to substantiate its claimsThe Revdex.com cannot possibly find Hoover’s response to my complaints to be acceptable. None of the several issues I have listed have been addressedHoover has provided nothing but excuses, delays, and completely unverifiable information. It is very clear that the ultimate goal of the customer service at Hoover is to simply get rid of customers approaching them with issues as quickly as possible, and by whatever means necessary. I sincerely hope the Revdex.com will use its platform and reputation as a trusted advisor for consumers to make other potential customers aware of the awful support they should expect to encounter if they choose to do business with this company. I will surely do my part as well to inform as many people as possible to avoid this company at all costs, especially when there are many other companies in this market that actually provide reputable customer service
Regards,
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I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
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