Business Profile

Carpet and Rug Cleaning Equipment and Supplies

TTI Floor Care North America

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for TTI Floor Care North America's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

222 total complaints in the last 3 years.
42 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/02/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought 2 different kick plates for my Hoover carpet cleaner from Hoover.com. Both came and neither fit. I followed their return policy protocol. Returned both items separate packaging that it came in. Order #s were #****** and #******. Purchase dates were 7/30/23 and 8/3/23. Purchase price was $45.34 EACH. They were both returned to Hoover as I had tracked my shipping. They were returned within 30 days of purchase. Their policy states it may take 4-6 wks for me to see a credit. Its been almost 9 wks and still no credit: I have tried to email, call with being on hold for over an hour with never speaking to anyone. Now, no one even answers the phone and it disconnects after saying no one is available. I just want my money back!
Business Response
Date: 11/06/2023
The customer was contacted via email to let her know that her refund request has been escalated to our ***************** so the refund can be issued. It can take up to 4-6 weeks for the refund to go back onto the original form of payment.
Customer Answer
Date: 11/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:11/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction Date: 9.24.22 Amount Paid: $139.77 Store: Target Manufacture: Hoover Product: Carpet Cleaning Machine Issue: Machine never worked right to begin with, leaked all over in the box after attempting to use it the first time and putting it away for return. The water spray function never worked. The receipt was wrecked from getting wet. I eventually got a copy of the receipt from Target. Hoover sent me a new hose after I sent them all of the troubleshooting videos they requested. It did not fix the problem. ****** told me to work with Hoover on a warranty claim and now after several conversations back and forth, they quit responding to my case. I attached an email thread and the original receipt. If the file type doesn't work, send me an email and I'll forward you all of the attachments and threads. I would just like a new carpet cleaner from Hoover is all.
Business Response
Date: 11/01/2023
Sent an email to the customer with instructions to cut the cord off of the unit and peel off the label and send in the pictures of the cut cord/label and back of unit showing where the cord was cut off. Once the pictures are received the customer will be sent a replacement unit.
Initial Complaint
Date:10/25/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i bought a vacuum from hoover on amazon.on the day it was delivered i received an email saying you could get a free steam mop if you ordered the same unit i just bought.i called hoover to get them to send the free steam mop.i spoke to ***** in customer support and she told me that because i bought the vacuum through amazon i was not eligible for the free steam mop.i told her the email promotion did not specify that it had to be bought through hoover and that amazon was an approved seller.she said she could not help.since the email did not say it had to be bought through hoover and amazon is an approved seller,i think they owe me a steam mop.
Business Response
Date: 10/25/2023
Emailed customer explaining the ********************** exclusive sales promotion with the following:
We will not be sending out a free Hoover Steam Mop if your order was not a direct online order with hoover.com as a promotional bundle sale.
The promotion offers from Hoover that you received in your email is a bundle promotional sale exclusively on the Hoover website, and we cannot redeem a free Steam Mop to someone if they have not purchased the bundle sale on the Hoover website directly.
Customer Answer
Date: 10/26/2023

I am rejecting this response because:
their promotion did not say it had to be bought through their web site.product was bought through authorized agent amazon.promotion only said you had to buy certain product,which i did.
Business Response
Date: 10/27/2023
Emailed the customer the following information along with disclosures and that not all Amazon sales are authorized dealers information:
Our Hoover website sales are for the hoover.com website and not the Amazon website. These are two separate companies with different promotional deals on each individual website.
Amazon has unauthorized (3rd party) sellers on the amazon website and the purchase invoice must be reviewed to verify if the seller on a purchase is an authorized seller or an unauthorized (3rd party) seller. And if the seller is an authorized seller (after our review of the invoice) this would be for warranty purposes only.

We thank you for your Hoover purchase with Amazon but, we cannot send out a free Steam Mop of an Amazon website purchase. This promotional advertisement is an exclusive Hoover website offer only.
Initial Complaint
Date:10/23/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a warrantied replacement item i was charged shipping for that i should NOT have been charged the shipping and duties for. I emailed customer service, only to get the run around and say another department would handle it. I emailed again a few times for an update only to be ignored.I would like my refund back.
Business Response
Date: 10/24/2023
Contacted the customer regarding his refund. Since it has been almost two years and he hasn't received his refund the customer was offered the choice of the refund of $51.30 or we could send him a hand held vacuum priced at $139.99. The customer agreed to accept the ONEPWR Hand Held Vacuum instead of the refund. An order was placed today and it can take up to ***** business days for the customer to receive it.
Customer Answer
Date: 10/25/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:10/20/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 17, 2023 I purchased the Hoover power dash pet carpet cleaner. Since then it has gone out on me twice. Once at the beginning of June when the device was hot and smelling burnt. Three days later I had a replacement. On October 4, 2023 the replacement cleaner died and would no longer turn on. I contacted Hoover and they requested a video of proof and a copy of my receipt. I sent that. Since then I have not received a replacement cleaner and no one has reached out. I have emailed Hoover in regards to this issue and again no one has gotten back to me. I've now had to purchase a new carpet cleaner.
Business Response
Date: 10/20/2023
Email to customer as follows:
We are not able to provide a refund of a Walmart purchase.
Upon review of your case ********, we have sent you over the email for the cord label process for replacement under warranty.
We are happy to assist you with a replacement under warranty with the following information:
Please follow the replacement instructions below:
Initial Complaint
Date:10/18/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an item, called to cancel the order before the item shipped and customer service advised I could not cancel. They recommended refusing delivery of the item and then the box would be returned to them and issue a refund. It has been almost 2 months now with no refund, verification from ***** that the package was returned to Hoover. Hoover customer service agents have confirmed as well BUT my refund is stuck with their credit department that they cant contact. I have called weekly and am not getting any helpful information. Each time I ask for a manager Im put on a very long hold.
Business Response
Date: 10/18/2023
An email was sent to the customer letting her know the refund was issued on 10/18/2023. She will need to allow 4-6 weeks to receive it back on the original form of payment.
Customer Answer
Date: 10/19/2023

I am rejecting this response because:
I have been waiting for this refund since August. Theyve just advised to wait another 6-8 weeks. Horrible business and customer service as I do not have any merchandise from them.
Business Response
Date: 10/23/2023
Will reach out to the customer again explaining that once a refund has been issued by us then it will go back to the original form of payment and it can take 4-6 weeks. Her payment will be going back to PayPal so she will need to check with them regarding when they receive the refund.
Initial Complaint
Date:10/18/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have purchased a Hoover powerdash carpet cleaner from this company about four months ago in order to get it fix pursunt to the one year warranty. I have been trying to contact this company to no avail.Thus I am summiting this complaint as my only recourse. Seeking that this matter be resolved either by an repair, exchange or replacement,hoping that this agency can assist me in this matter. Thank You.
Business Response
Date: 10/24/2023
An email has been sent to the customer providing him with some troubleshooting steps to see if that will get his unit working properly. If this does not work he was also provided with our Hoover ************** link to look up a location near him so they can better assist him.
Initial Complaint
Date:10/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a hard floor cleaner machine from Hoover through their Amazon store on 28th April 2023.I used the hard floor cleaner machine 3 times. Twice in May after it was received and once in July. Each time it was rinsed clean and stored per the manufacturers recommendation.When attempting to use the machine in September I noted that it would not power on. I followed the troubleshooting guide found on Hoover's website with no resolution. I then checked the internet to see if there was a solution from other people with the same product. What I found is that many people who have purchased this hard floor cleaner machine have experienced the same problem with powering it on after only a few uses, and that there is no solution to the problem.I have tried to reach out to Hoover through their customer support line now multiple times only to be placed on hold for over 30 minutes at a time, there is no email contact and their support chat also is over 30 minutes wait time. I am hoping that by filing here I can get contact and reach a resolution finally.
Business Response
Date: 10/13/2023
Sent an email to the customer with additional troubleshooting steps to see if that would fix the issue. Once the customer gets back to me with the troubleshooting results and if the problem is not resolved then a replacement will be sent under warranty.
Customer Answer
Date: 10/16/2023

I am rejecting this response because: I replied to the email and have not heard back. In order to not time out this request I am rejecting this response. If Hoover responds within the time limit with an acceptable resolution I will consider it. Attached is the email chain referenced in Hoover's response.
I find their request that I email them a video of me using multiple plugs and checking my home electrical breakers invasive and demeaning, and will not comply with that request. I have complied to the best of my ability with all other requests.

Business Response
Date: 10/19/2023
The customer and I have been conversing via email. He is sending in cord/label pictures and a replacement will be sent to him under his warranty.
Initial Complaint
Date:10/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
As a gift, a family member purchased a cordless vacuum with a lithium ion rechargeable battery for me, and paid a little extra to get a small hand vacuum to go with it. This relative lives in CA and I live in ******. Hoover mistakenly sent the vacuum to somewhere on the mainland. After many hours of time spent trying to get customer care with **********************, my family member was able to get a hold of a person (I think via chat), who organized to have a replacement vacuum sent to my house in ******. Due to the delayed customer service, hours of time spent, and total hassle, the agent gave my family member a credit. After all of this, somehow the initial vacuum (minus the hand vac) made its way to ******. So now I have two reg rechargeable battery vacuums and one hand vacuum. We somehow got a return shipping label for the second vacuum, but it turned out to be ground mail and ****** law requires lithium battery items to ship via air cargo mail. We have made multiple attempts to get an air shipping return label with no success. Hoover makes it nearly impossible to speak with a human to navigate such a complicated mess up. At this point, I want Hoover to confirm they are gifting us the second vacuum and ensure my mother is not billed for the second vacuum and let us move on with our lives. Just today (10/11/2023) after spending 45 minutes on the phone with an actual human customer service rep, I was transferred to a manager and then received a generic voice message "no one is here to receive your call, please leave a message." There was no name, mention of department or title. We have spend nearly half a day trying to resolve this issue. At this point, I just want them to gift the vacuum so less work for us and end it. Initial order number: CTC1D106526974; Second Order number for replacement vacuum: CTC1D106526974 (and confirmation number 13125303)Vacuum model which is the subject of this customer problem/complaint: ONEPWR Evolve Pet Elite Cordless vacuum (BH53800V)
Business Response
Date: 10/13/2023
Have contacted the customer via email apologizing for the inconvenience she has experienced trying to reach Hoover Customer Experience Team when trying to return a 2nd unit. We have also let her know she can keep the 2nd unit and there will be no charge for that second unit.
Initial Complaint
Date:10/10/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 25th I placed an order (order# ******) at Hoover.com for a Suction Nozzle and a Nozzle Cleanout Tool for my Carpet Cleaner. The $35.00 Suction Nozzle didn't fit my Carpet Cleaner, so I returned it to (TTI Floor Care, ************************* **************************************************************) as directed with the order number placed on the package label as directed. I shipped the return on August 28th with *** for a cost of $20.97, the tracking number for the returned package was 1Z546R070319024640. I received proof of delivery showing that the return package was delivered on 8/31/23 at 1:27 pm received by someone named *******, and package was left at Inside Delivery. Today is October 9th and I still have not received my refund. I will definitely never shop with Hoover ever again. I'm getting ready to switch bank accounts, and the account associated with my debit card that I ordered the item with is soon going to be closed. I will need my refund mailed to me in the form of a check to ************************************************************. This address is the same address that my original order was shipped to. Please help me get my money back, and if they could refund me the shipping costs as well I would be grateful. This has been a major hassle. Thank you for your time. -*****************************
Business Response
Date: 10/11/2023
An email was sent to the customer letting her know a refund will be issued but it has to go back to the original form of payment and then her bank would send her a refund check if the card is no longer valid. I have asked for the refund to be expedited and hopefully she will receive in the next **** business days. Normally, the refund time frame is 4-6 weeks once the returned item has been scanned into our warehouse.
Customer Answer
Date: 10/11/2023

I am rejecting this response because: the bank account that the refund would be going to is closed. A check needs to be mailed to me. The refund will be rejected by a closed bank account.

Business Response
Date: 10/16/2023
Reaching out to the customer to let her know if she doesn't have a bank account the bank should sent her the refund check but will get with our ***************** to see if we can send out a check. Typically, it is up to the bank to refund the customer once we issue a refund to the bank.
Customer Answer
Date: 10/20/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.

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TTI Floor Care North America is NOT a BBB Accredited Business.