Complaints

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

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TTI Floor Care North America has 21 locations, listed below.

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  TTI Floor Care North America

  8405 IBM Dr Charlotte, NC 28262-4331

• 

  TTI Floor Care North America

  270 Thf Blvd Chesterfield, MO 63005-1140

• 

  TTI Floor Care North America

  98 Gravois Bluffs Cir Fenton, MO 63026-7722

• 

  Oreck Factory Showroom

  5930 Zebulon Rd Macon, GA 31210-2031

• 

  Oreck

  3899 Mid Rivers Mall Dr Cottleville, MO 63376

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:09/06/2023

  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.

  We purchase the carpet cleaner in January of 2023 from ********************************. The machine has stopped sucking up water I went on hoover.com did all the troubleshooting with the technician via chat. None of these things work and because I no longer have the receipt she was unable to file a claim. I called ************** as stated on the machine instead of returning it to the store the number is always closed no one ever answers I called the other ************** number and again they're always closed.I would like my machine replaced with a comparable machine. I have enjoyed the smart wash carpet cleaner it's lightweight it does a great job and I would really like another one. A new one in the box that works would be great.Hoover has been a Brand my family has trusted for years. I'm not sure why it's so hard to get in touch with Hoover? However I really need my carpet cleaner.If they're not able to replace it I would like to have a store credit for ******* so I can go and purchase a new carpet cleaner. Or just my money back.

  Business Response

  Date: 09/07/2023

  Contacted the customer via phone call.  The customer stated she could not locate her receipt and I explained the receipt is needed in order to file a warranty claim as per the Owner's manual.  She also stated she was using another Brand of solution in our Hoover Smart Wash and as per the Owner's manual this voids the warranty.  As a solution the customer was told she could take her unit to her local Hoover ************** for repair but there would be an out of pocket cost or we could offer her a discount on a new unit but she stated she does not want to be inconvenienced any longer and will never buy Hoover again. 

  Customer Answer

  Date: 09/12/2023

   
  I am rejecting this response because:
  Hoovers products are not worth the headaches. 

• Initial Complaint

  Date:09/05/2023

  Type:Delivery 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 vacuum online June 27. It supposedly shipped on July 1. My credit card was charged. ***** showed the vacuum shipping back to the factory. When I contacted ***** they said the product had been damaged. I have called Hoover seven times. I have done an online chat four times. No one from Hoover has ever returned. My call or responded back to me via email. I have my ripple "case numbers". But no one answered the phone or responds to the cases.

  Business Response

  Date: 09/06/2023

  Customer has been contacted via email apologizing for the issue she has had reaching someone on our Customer Experience Team.  I have instructed the customer that the refund of $138.03 has been expedited and she should receive her refund within **** business days.

• Initial Complaint

  Date:09/05/2023

  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 Hoover dual power *** pet carpet cleaner FH54011 in February of this year and have used it a hand full of times and this past week I went to use it and after a few passes on the carpet I smell a ***************** burning smell. I unplugged the cleaner and checked the belts which were fine, put it back together and plugged it back in and thats when it started to make a winding down noise and would not turn on at all and the smell continued. Its under warranty but Hoover is impossible to reach. I have called the warranty number in the manual, and the customer service number several times over the last week and each time it just says the office is closed. *** tried chatting online and that doesnt work either. Then I find out Hoover is owned by this company. Crazy that there is no recourse for customers buying these faulty products.

  Business Response

  Date: 09/05/2023

  An email was sent to the customer apologizing for the issue with her unit and with having a hard time trying to reach us.  I have provided her with troubleshooting steps and if the troubleshooting steps do not work then we will replace her unit under warranty.

• Initial Complaint

  Date:08/21/2023

  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 bought a Hoover full size carpet cleaner in April of *************************************** July. I took it back to the store with my receipt but I was outside of the 90 day allotted time frame for returns. Therefore, I couldn't exchange it or get a refund. I have tried to contact Hoover about the warranty by calling, emailing, and by chat. The chat wait is so long that if I don't stare at it for an hour I miss it when someone finally comes on to help and the close the chat. They give me a ticket number and they have my email yet no one follows up with me. No one responded to my email, and call hours are not extended so I have to call while I'm working. I'm on hold without ever even speaking to anyone for over an hour and end up having to disconnect. Today I can't even try the chat because it says there is a connection issue. 

  Business Response

  Date: 08/21/2023

  Contacted the customer via email apologizing for the customer service issues and requested additional information so we can get troubleshooting steps done.  If troubleshooting doesn't fix the issue then we will file a warranty claim with a valid receipt.

• Initial Complaint

  Date:08/18/2023

  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 purchased a Hoover rug shampooer on 2/25/2023 from ******* and have used it maybe 3 or 4 times. i tried using it yesterday and it started smoking and smelling of burning electrical. It is still under the 1 year manufacturer warrenty but i am unable to contact anyone during the hours they have posted on their website. i tried calling today and yesterday before the closing hours and was told that the company is closed for business and to go online. The online chat for support is not working or there are no agents available during scheduled hours that the website states there should be. I have screenshots of the website information and also of the receipt. I had soaked rugs yesterday and a soaked couch that i had to use towels to try to dry up to not ruin them.

  Business Response

  Date: 08/21/2023

  Warranty and replacement order completed 8/21/2023 

• Initial Complaint

  Date:08/18/2023

  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 the vacuum directly from Hoover. The vacuum is defective. It leaves black scuff marks on any surface it comes in contact with. I reached out to Hoover, after submitting photos of the damage they agreed to provide me a shipping label and refund my money for the purchase. The vacuum was received by Hoover on July 3, 2023. I have been emailing, calling, on line chat-I cannot get any information regarding the return or my refund. I am told I can only speak w/ ******. They do not provide a last name for ******, they do not provide a direct phone number for ******, nor do they provide an email address for *************** has been one month and 15 days since the vacuum was returned to Hoover- yet I have no refund nor do I have a vacuum. One month and 15 days is an unreasonable amount of time to hold someones money.

  Business Response

  Date: 08/23/2023

  The customer has been contacted via email asking her to sign the Release of Liability form and then we will send her a refund for $143.94 which is the cost of the vacuum.

  Customer Answer

  Date: 08/23/2023

   
  I am rejecting this response because:

  The "refund" offered only covers the cost of the vacuum. It does not cover the cost to repair the damage caused by the vacuum. The vacuum leaves BLACK SCUFF MARKS on every surface it comes in contact with. I have provided proof of this to them numerous times. Their team can easily duplicate the problem by simply using the vacuum. The damage it caused is upsetting in itself, but the run around and lack of accepting responsibility is appalling. This company has no respect for their customers time or hard earned money.

  
  

  Business Response

  Date: 08/29/2023

  The customer was notified previously that the Safety team determined the unit met our design specification and operated as it should.  She was also notified that no outside compensation would be granted but we would give the "courtesy" of giving her a refund for the price of the vacuum even though this was past the 30 day return period.  Once the customer signs the Release form and sends it back to us we will send out a refund for the amount of the vacuum.

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair 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.

  Purchased the CleanSlate portable carpet cleaner (Order ******) from hoover.com on 4/16/23. I have contacted 3 different times for product support because the carpet cleaner does not dispense cleaner and the bottom seal is broken (picture attached). Each time I have contacted support, I get a new case number and the agent never references my last conversation. Today (8/14), I started out in queue at 22 and it has been going up and down. How am I in queue for the chat and someone cuts in line to make my spot go up? I sat at 19 for a while and then it changed to 20. I am just trying to get this resolved because I have only been able to use the cleaner less than 5 times. Case ******** is the number I was given today (8/14). Case ******** is the number that I was given during my last chat session. I have never received an email for any updates on my support case. If this is no going to be replaced, then I would like a refund. My product is registered on hoover.com Model: FH14000V Serial Number: **************

  Business Response

  Date: 08/15/2023

  Emailed customer and completed the warranty replacement process. Order of a new replacement unit completed as of 8/15/2023

  Customer Answer

  Date: 08/15/2023

   
  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:08/14/2023

  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 been trying to reach Hoover for my Hoover vacuum that was purchased on Jan 3 2023 and put it on warranty it quit working three months ago and I have tried every method on internet to get help an thru tti flooring im so upset. What do I do

  Business Response

  Date: 08/16/2023

  New unit replacement completed 8/16/2023

• Initial Complaint

  Date:08/14/2023

  Type:Customer Service 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.

  There's two issues with two different devices 1. I purchased a Hoover shampooer and I've contacted customer service multiple times via phone and chat. There is an item that is missing off my ***** shampooer and I gave them all proper information to make the model the data purchase all of that stuff that they required from me. They said I would hear from them and three to five business days I have not heard from them. I can't remember the exact day but it's been within the last 7 days. I did not use my shampooer until I get the cap to the water side or the shampoo side depending on whatever side the cap is used for because there is two caps that go with it. I need this replacement part and I still haven't heard anything back from them.2. Today August 12th 2023 I just contacted them at 12:00 via chat because their offices for clothes. I sat on hold via the chat with the expert for over an hour then got a customer service person via the chat they asked for all the information which I gave to them and then the customer agent ended the chat. Then I try to do it all over again and it said there was an error and then all of a sudden the chat customer service is closed. Yet it tells the contact between the hours of 8:00 a.m. and 8:00 p.m. Eastern Standard time. That is exactly what happens when you call the toll free number as well. I explained to them that the brush on the vacuum cleaner is not spinning I did all the proper maintenance took it apart make sure everything was clean because I keep my product and there is nothing wrong.To be honest this is the worst customer service I have dealt with and quite some time you can never get through via the phone number the multiple phone numbers that there are because it always says that they are not open. Yeah on the vacuum cleaner it says that they're open from 8:00 a.m. to 8:00 p.m. Eastern Standard Time as well does their website. I am out of room to leave anything else hope this helps

  Business Response

  Date: 08/15/2023

  The customer has been contacted asking for additional information regarding both of the units so we can get her issues resolved under warranty.  Sending apologies to the customer for the issues she had regarding reaching our Customer Experience Team.

  Customer Answer

  Date: 09/06/2023

   
  I am rejecting this response because:

  I have emailed them and have not received anything back in regard to the wrong product being sent as a replacement.

  
  
  

  Business Response

  Date: 09/07/2023

  Contacted the customer via email and apologized for her having an issue with reaching someone on our Hoover Customer Experience Team.  She was able to finally reach one of our chat agents and it was explained to the customer that her model is no longer available and that is why she was sent a different model that was comparable to her unit.  The customer stated she will try it and see if this unit meets her needs.  

• Initial Complaint

  Date:08/07/2023

  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 never encounter such Nightmarish customer service in all my life. I used the # on the correct times to hear recording... we are presently not open.. try again another day... over and over and their chat is a joke... said can communicate with a professional... tried 4 times on today with reference numbers, which they failed to acknowledge. I was furious... always say ""I don't understand ...over and over again. Asking for email address where they only want it to send a survey .. today, after over a mo. trying to chat with a professional, I finally got someone to address my problem. I gave em all my info and was told I would receive an email from them where I could take a video of my handheld vacuum not working.. which makes no sense since... it doesnt work. I understand my product is almost a year old... but only because no one would respond to my complaints ... no message sent to my email and when trying to get their answer... I get the same questions.... which i gave them all to previous chat with reference #. just horrible horrible customers service. my handheld vacuum failed to work and I tried immediately to request a refund only to get "0" help... got a run-around and couldnt get past chat... until today but they failed to send into to my email.... so so so upset

  Business Response

  Date: 08/08/2023

  An email has been sent to the customer with instructions for getting a battery replacement. She has been notified that we cannot do a refund but will be happy to replace her battery under warranty.