TTI Floor Care North America

This customer has never contacted us via telephone.  I have sent him information to try and get his vacuum back up and running.  I sent both [redacted] and [redacted] information. I am aware he has a [redacted] product.  He can also contact me direct  Juanita T[redacted]Customer Care...

SupervisorMon-Fri 8:00am-5:00pm EST[redacted]

I have contacted this customer, and advised that a new order will be placed for the missing filters.

I have called the customer and advised him to call me direct, information left via voice message. The customer has never called us before and states purchase product 10/14/2014, does not have the receipt. We did receive a call from a customer by the name of [redacted] same number(phone) and issue...

5/6/2016, nothing before that.  She mentioned that she would look for the receipt and call us back, if she located it.  Then we received this complaint from [redacted].  When a customer does not have the original sales receipt, we go by the mfg code located on the vacuum. According to the mfg code provided the vacuum in question is out of warranty. We can offer a discount (50%) on another product, but can not give the customer a replacement for two products that he never contacted us about, when he experienced issues. He mentioned two replacements in the desired settlement section of the complaint.

I spoke to this customer yesterday and advised him that the other products were cancelled due to two promo codes being used. Customer was already aware of that (as he stated in this complaint) He ordered 22 FH40160 (which were cancelled) He also ordered 2 BH52100PC which were both delivered on...

November 16, 2016 per the two FedEx tracking numbers I provided to him last night ([redacted]). Each model was $39.99 total $79.98, shipping was $24.99 for Hawaii which could not be changed. The total order was $104.97. He contacted us for the first time in April 2017 via email and phone. We show no other records of him contacting us using his name, email address or the other phone number he provided to me last night. I asked him why he waited 5 months to contact us regarding this? Once the product shipped and closed, the amount showed up on his statement. He now states he only received one BH52100PC, again I asked why are you just calling about the order. He knew he ordered 4 items and did not receive 4 items in November, but waited until now to contact us regarding the other items. Unfortunately, we can not give him any type of refund at this time.

This customer did contact our office regarding the needed parts. I do apologize for any inconvenience this has caused. It looks like he called again today and stated he was returning the product. I have called the customer and advised (via voice message) if he still needed the screws, I do have them...

to be sent out.

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]

On June 8, 2016, I spoke with Juanita from Dirt Devil Customer Service.  She offered to replace the unit with a similar but different model at no charge.  I am satisfied with this resolution.
Regards,
[redacted]

[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 has been advised to call me direct via voice mail.

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

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]

the customer called us today and wanted a replacement hand vacuum.  The customer originally called us 8-25-15 with short run time. The customer was given 24 hour reset instructions. The customer did not call back until 10-22-15 with the needed information. We requested a picture of the cord,...

which he sent. We then placed an order 10-22-15 and replaced his hand vacuum. The customer had a one year warranty from date of purchase which he stated in his complaint to be 12-16-14. When his vacuum was replaced the warranty did not start over and he had at that time 2 more months left on the original warranty. When he called today he was given that information and also offered %50 off a new product, not a coupon. The customer stated ok and disconnected the call.  We can not issue a refund at this time.

am happy to report that I have received my new warranty replacement vacuum cleaner – with an added bonus!  This model comes with a small canister vacuum (in the same carton), so I got a second canister vac, too!  Thank you!! The replacement upright vacuum was worth fighting for – this model is the very best vacuum that I have ever owned for picking up dog hair and lifting the carpet pile.  I love it, and I am SO GLAD to have the new one.  I cleaned my whole house with it today, and it works beautifully. Nevertheless, I am disappointed that a company with Hoover’s reputation is so reluctant to stand behind their warranty.  I followed the rules – I kept my receipt, and I took the machine to an approved warranty service center at least 6 times before I demanded a replacement.  I never would have dreamed that a Revdex.com complaint would be required to get them to honor their warranty. Warranties are a major factor in my purchasing decisions, but if I can’t rely on Hoover to follow through, then my next purchase will probably be some other brand.Regards,
[redacted]

This customer called our office yesterday. He stated that he took his unit to our [redacted] in May. He also stated that he received an email from our [redacted] requesting a copy of his receipt in June. He took the receipt to the [redacted] in August and his claim was denied. This...

customer has a refurbished model and it shows on his receipt that he sent to us  (listed twice in the lower right hand side of the receipt refurbished) it also shows that the unit was purchased with out a box. This shows that he was aware that he had a refurbished model.  All of our refurbished models have a 6 month warranty from the date of purchase.  If you put his model number in our [redacted] website [redacted] you will see the following:DescriptionCertified - Factory Reconditioned with 6 Month Warranty The [redacted] delivers a deep clean while gently and safely scrubbing sealed hardwood, vinyl, ceramic tile, laminate  and marble floor surfaces. With the Dual Tank Technology and specialty brushes for wood, tile & grout you can have a deluxe clean anywhere you need it. RECONDITIONED UNITS are not eligible for second day or express shipping. Orders may take up to 6 days to leave our warehouse. Unit color and tool count vary per product . All [redacted] reconditioned products come with a 6 month warranty. This includes units marked refurbished, remanufactured or reconditioned. Features[redacted] Brush Technology - Patented 360° counter-rotating, removable brushes gently wash and scrub sealed wood, vinyl, tile and grout  from all angles Dual Tank Technology - Separates clean and dirty water so you can easily fill, empty, and rinse Wash/Rinse Selector - Switches from Wash for carpets to Rinse to remove any solution residue [redacted]® Control - Easily applies extra detergent to stains and heavy traffic areas Lightweight and Portable - Reaches and removes stains virtually anywhere from carpet and upholstery to stairs and more 6 Month Limited Warranty Unfortunately, we are unable to replace his unit at this time.

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.
Unacceptable.   The replacement was a new machine and it was provided with a written 2 year warranty.
Regards,
[redacted]

this is in regard to complaint [redacted] which was closed when tti floorcare said that they would ship the needed hose for warranty repair. They shipped the wrong hose. The hose even has the vacuum part number on it listed as [redacted]. They shipped part number Hose Assy [redacted]. My Vacuum is a [redacted]. Please reopen this case and request that they ship the correct part for my vacuum [redacted]. Honor the warranty and ship the correct part for repair.

The customer stated that if we did not have the hose for [redacted] he would accept the hose from model [redacted]. I have shipped the hose from [redacted] 10/5/2017 via regular ground (tracking number [redacted]).  If the customer has any problems going forward, he will have to take it into a service center in his area.

From: [redacted] <[redacted]>Date: Tue, Oct 13, 2015 at 3:30 PMSubject: FW: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #[redacted]To: [redacted]
I left the customer a detailed voice...

message to call me direct, to resolve her issue.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution should be satisfactory to me after more details are provided in how the refund will proceed. However I do not agree that Hoover keeps using the excuse that because they sent me a package to my APO address that 16 days latter and counting is something normal, and that they are doing me a favor and keep trying to make excuses not to send me the package with a tracking number so that I can confirm that they actually send it this time. I have replied to [redacted] at Hoover with the message bellow.How will I receive the refund? (check, wire transfer)? if a check is sent will you be mailing it to my APO address with a tracking number? also what would you like me to do with the vacuum?Complete receipt was also attached to the email sent to Hoover 
Regards,
[redacted]

I spoke to the customer and advised her that the tank will be here by 5-29-15 not July per previous call. I also advised her that I would add some cleaning solution to her order. Customer was advised I do apologize for any inconvenience this has caused.