TTI Floor Care North America

From: T***, Juanita Date: Fri, Jul 29, at 4:PMSubject: This complaint was assigned ID ***To: "***@cleveland.Revdex.com.org" When reviewing the actual order…the customer picked 2nd day shipping not over nightHe does not get a refund for the shipping
charges Order SummarySubtotal:$99.99Shipping:FedEx 2nd Day (1-Days $14.99) Tax:$(7%)Order Total:$123.03 *Freight is taxable for this order.*This order is not flagged as tax exempt. Juanita T***Customer Care SupervisorTTI Floor Care North AmericaCochran RoadGlenwillow, OH 44139 Office: 440.996.2551Fax: 440.996.2034Web: http://www.ttifloorcare.com

Revdex.com:
I have reviewed the response
made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
still unsure if this whole thing will even resolve the issue, this is a troubleshooting on their part this is the 2nd time that the same issue has happened while under warranty the first time they replaced the whole unitnow they roller I installed it didnt fix it im still waiting for the belt not received yetvery frustratingplease leave case open until all loose ends are tied up I dont trust them at this point nor do I think I have a very good vacuum and to be honest would like a refund at this point I dont trust the machine neither w2ould you had yours broke with the same issue twice while still under warranty,would lead most to believe the unit is cheap defective in general

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my
complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I had only received phone call in the last month and that was the generic customer service No other calls.Thank you

I have contacted this customer and left a voice message with my contact informationI also sent her an email with what was needed in order to replace her carpet cleanerI advised her receipt would be needed, because the codes given show the carpet cleaner is out of warranty. I also advised I
have no problem replacing it with the requested documentation

Customer has been advised that a refund check was submitted today for her

When a customer is filing a claim, there is a procedure we have to follow. The vacuum has to be inspected by our Quality department. The vacuum has to be in the same condition when the incident occurred. If the vacuum is seen by someone other than our Quality department, we can't evaluate her claim. We offered to send a pre-paid label to take care of the shipping cost, she refused our offerUnfortunately, without the vacuum in the same condition for our Quality department to evaluateThere is nothing else we can do for this customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For
your reference, details of the offer I reviewed appear below.I asked to be contacted by e-mailTTI needs put put their response in writing
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have checked the tracking number with *** and it appears the package might be on its wayHowever, my complaint also was that the company did not respond to my earlier attempts to contact themThey do not answer their phone when called within business hours, and they did not respond to me by email when I filled out their contact form at their websiteI cannot accept a resolution from the company that does not address my complaint that they do not respond to their customer when contactedIf my package does not arrive, I will have no option to contact them if they do not address my complaint that they chose not to answer my email
Regards,
*** ***

Unfortunately, there is nothing else that can be done for this customerThe claim was denied and no further action will be taken on our end

I tried to call this customer, but her voice message system does not allow enough time to leave a complete messageI then emailed her and advised her that she does have the option to return any product as long as she is within the return policy of the storeWe do list on the box to not return to
the store, that is because we would like to know why a customer is wanting to return a productWe then document it in our system when the contact us

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Since the receipt is attached which is the requirement we were able to proceed with the warranty process. We have attached the receipt to the case 0*** and we will now have a copy of it for future referencesWe have had one of our agents to contact customer and order has been placed for a replacement unit under the warranty at no chargeThis issue has now been fully resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Unfortunately, the filter is no longer available. The customer did have an order in our system that was placed 1/25/and the customer was not charged for the part. If her vacuum was under warranty, we would have to replace it due to no part available

Unfortunately, we did not locate any orders in our system under her name and therefore can't issue any type of creditThe customer has to dispute the charge with her credit card companyShe can advise them that she did check with us, and we have nothing in our system

The customer was advised that we issued a refund/credit on December 8, and will not issue another oneThe customer was advised to check with her bank, which it looks like she is refusing to doI checked with our accounts payable department to make sure we did our part and issued the refundIf the customer does not want to confirm with her bank, I don't know any other way she can be assured that the refund/credit was doneI also advised her that she will receive the filters at no cost to her, I removed all chargesUnfortunately, I have no control on there arrival date to our companyIt appears she is still not satisfied with this eitherSo, once she receives the filters she states she will let you know

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response insisted that I should send the defective product back for replacementBut the return shipping cost for retailers is more than the purchase price of the productAnd the business could not provide a shipping label with negotiated contract rate.
Regards,
*** **

Customer has been called and advised to call me directInformation left via voice mail, my direct contact number

We would need the receipt for verification, and the customer does not have one

Customer has been called and advised to call me direct, via voice mail