TTI Floor Care North America

I just spoke to this customer, and advised her I will be replacing her unit. Customer has been sent the information regarding what I need to take care of this. Customer has also been advised we can do this via email to speed up the process.

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

This customer placed the order 8/1/2017 via website, we quote 5-7 business days for delivery. Our website shows the following:[redacted] uses [redacted] as the carrier to ship our products when the Standard Delivery option is selected at checkout.All orders will be processed for shipment within...

one to two business days and received at your home within seven to ten days.Shipment and delivery days are Monday through Friday, with the exception of national holidays.Standard (5-7 Days), Express (2 Day), and Next Day (overnight) shipping costs are determined by the total dollar value of the      order before tax in US I have listed the tracking number [redacted]

I have contacted this customer and will assist getting her issue taken care of. I did apologize for any inconvenience this has caused. I called 707 and not 708 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.

I will await the testing results.The carpet cleaning machine which I returned damaged my family room carpet which was new and installed in July 2015.

I have called this customer and advised him to call me direct, so I can take care of his issue.

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. I have already disputed this with my credit card company, who asked me to follow up with the business.  It's extremely unprofessional to not follow up and find the transaction they charged me for and have the party who placed the order pay.  Their customer service was horrible, over 1 hr 15 minutes on the phone with no resolution.  They said they would contact me within the next day and have not.  I want the charge reversed and I want to ensure that they do not charge my card again.  Their actions are fraudulent, it is not my responsibility to prove I never placed an order, how about providing proof of an order they THINK I placed?
Regards,
[redacted]

Unfortunately, if the customer does not have the original receipt that shows the date of purchase we can't replace the unit. The original receipt would be proof. If the customer does not have the receipt, we can off a discount on a newer model.

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.
The...

company did call me after receiving a complaint on the Revdex.com, and I believe that is the only reason they called.  The first rep I spoke to at Hoover was not helpful or courteous.  The second rep was courteous and helpful.  My carpet cleaner is working now.  However, I will not be a future customer of Hoover based on the treatment I originally received.  
Regards,
[redacted]

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]

This customer states that he has already taken the vacuum into one of our service centers.

I have contacted the customer at the number provided [redacted]. The young man that answered, stated this was not her number. I also verified the number dialed. I have sent the customer an email to contact me direct.

Tell us why here...I have contacted this customer and advised her to call me direct. We issued a credit in the amount of $25.62 December 5, 2014. I also advised her that the current order placed 3-25, 2015 for filters is still awaiting shipping, because the filter is on back order until 7-31-15...

Information was left via voice mail.

I just spoke to the customer. He was offered an upgrade and refused it. He just wants a refund. I advised he can get a refund, if he sends me a copy of the original sales receipt showing the amount of $24.39 paid. I advised him that I would send him an email with my direct information and my mailing...

address if he was not able to send via email.

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]

[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]

Thank you for the report regarding the BH52100 Air Cordless Vacuum. Hoover takes reports of potential product safety matters seriously. We 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.

The customer did contact us, via phone and email. Unfortunately, we can not offer a refund for a product not purchased directly from us. Our policy is to repair or replace under the warranty. We can offer a different model, but not a refund at this time. We sent the customer an email requesting a...

copy of her receipt on 10/16/2017, never received. LIMITED TWO YEAR WARRANTY (DOMESTIC USE)WHAT THIS WARRANTY COVERSWhen used and maintained in normal household use and in accordancewith the Owner’s Manual, your HOOVER® product is warranted againstoriginal defects in material and workmanship for a full two years from dateof purchase (the “Warranty Period”). During the Warranty Period, Hoover®will provide labor and parts at no cost to you to correct any such defectin products purchased in the United States, U.S. Military Exchanges andCanada. HOW TO MAKE A WARRANTY CLAIMIf this product is warranted, take or send the product to either a Hoover®Sales and Service Center or Hoover® Authorized Warranty Service Dealeralong with proof of purchase. For an automated referral to authorized serviceoutlets in the U.S.A., phone: 1-800-944-9200 OR visit Hoover® online atwww.hoover.com. For additional assistance or information concerning thisWarranty or the availability of warranty service outlets, call the Hoover®Consumer Response Center, Phone 1-800-944-9200, Mon-Fri 8am-7pmEST. In Canada, contact Hoover® Canada, Carson Building, 100 Carson St.,Etobicoke, Ontario [redacted]
[redacted]

I just spoke to [redacted] (complaint received from [redacted]) regarding there vacuum. I advised her to not pick up the vacuum from the service center. I advised I will send out a replacement. Customers address was verified and the order has been placed.

The customer has already been advised that since he used a money order to pay for the order, we will have to process a check. the customer was also advised that we have no way to block his call or any other call coming into the call center. The customer was advised that the check request was submitted, the day I called him. The same day as I was explaining what was being done, he chose to disconnect the call while I was talking. The customer was not lied to regarding his refund, and was advised it was processed. The request should have been a check. Customer's check will be mailed to the address provided on Thursday.