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.
43 complaints closed in the last 12 months.

If you've experienced an issue

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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:01/18/2025
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.
My problem with this vacuum is that for 40 years my daughter has been vacuuming and I have never had a vacuum that was so defective. This Hoover vacuum from the first time we have used it, falls apart, and the attachment don't work. The tab that holds the vacuum together keeps detaching. It is a nightmare to use. I am 81 years old and don't have a phone that takes pictures. For a Hoover vacuum, this vacuum is an embarrassment for the Hoover name, which I can remember as a young girl. I don't want a replacement Hoover, just $ 250 toward another brand, because I can't trust the Hoover name.
Business Response
Date: 01/23/2025
The customer has been contacted and it was explained that a $250 credit could not be offered but with a valid receipt we could instead do a Warranty replacement. The customer said they could not get a copy of the receipt so a 15% discount was offered. The customer refused the offer. The final decision has been made for Hoover to provide the customer with a one time courtesy replacement unit that will not have a warranty and once the customer provides the cut cord/label pictures that were requested we can proceed with placing an order for a new unit. The customer does not wish to have the same model UH71250 so we will be sending a different model #UH71300V.
Customer Answer
Date: 01/24/2025

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:01/17/2025
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.
I have a vacuum cleaner purchase from ******* by Hoover thats stopped working out of the blew. I decided to troubleshoot the vacuum from the instructions, clean the filters, hose and still no suction. I put in request for a claim with the warranty department for Hoover through their website. As instructed at the end of the form I was ask to upload pictures and the receipt which I did to process the request. Then I received and I was informed by an agent to take the unit to the service center for further inspection. I decided to call the service center before I took the unit there but the number was disconnected. So then I googled the number to find that the location was closed and had another location with a different number. I called that number and the service center informed me that they are no longer contacted with Hoover and couldnt service the unit for free. I keep getting emails from them telling me to troubleshoot the unit which I have already done. This have been going on since December 16th and I havent been able to vacuum my house sweeping a 5 bedroom house is extremely exhausting. I just want them to replace the unit or give me a refund. Thank you for your time.
Business Response
Date: 01/23/2025
The customer was contacted so we could do the Warranty via email. She has complied with sending in the appropriate pictures/videos so a replacement unit has been ordered. She will need to allow 7-10 business days for delivery once the order leaves our warehouse.
Customer Answer
Date: 01/23/2025

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:01/12/2025
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 received a Hoover Floormate Deluxe, Model: FH40160 Series, from my mother for Christmas of 2023. The machine was first used mid January 2024. Come November 2024, machine had been used roughly 6 times. Machine never really suctioned well to begin with, however it started pouring water all over the floor from the clean water tub. The whole container of water leaked on the floor. Machine has a 2 year warranty so I contacted Hoover. I went through the troubleshooting with the representative and still the problem persisted. So I had to take the machine to my local repair place making several trips. Repair place got a brand new machine from the company and I picked it up in December sometime. Today was my first use of this brand new machine. This machine wont hold water at all. I didnt even have to push the button for water to come out on the forward pass! Then the water just pours out from clean water tub while machine is running and while its sitting idle! The whole container of water is gone after doing one small room and then sitting turned off. This is absolute junk. I have several videos and pictures of this occurring, however the videos cannot be uploaded here. It shouldnt be on the market. I want a full refund and a brand new machine that is not some refurbished crap!
Business Response
Date: 01/13/2025
Have sent an email to the customer with additional troubleshooting steps that should get her unit working properly. If for some reason this does not get her issue resolved and she has a valid receipt we can do a warranty claim for a new replacement. We cannot do a refund because the customer has had her original unit over a year and the warranty does not start over with the replacement she received last month it goes back to the original date of purchase. Once the customer responds back to the email with a copy of her receipt and the results of the troubleshooting we can get her issue resolved.
Initial Complaint
Date:12/18/2024
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 have a brand new smartwash. problems with suction and the hose either is defective or not on properly (not a user error i believe water is escaping the hose. it is not suctioning. spoke with an april and **** who first ghosted me then promised me a local repair for free. i called the site hoover told me to call and banks vacuum (the site) said they had nothing from hoover and would charge me. no one from hoover is returning my emails and both april and **** have ghosted me.
Business Response
Date: 12/24/2024
An email has been sent to the customer with the ************** information. I informed her that it would probably be best to take the unit in to the ************** since it is only 1 mile away instead of us paying for shipping one way and her paying for shipping one way. If for some reason the ************** is not able to assist her we will work with her to get the issue resolved.
Customer Answer
Date: 01/28/2025

I am rejecting this response because:

Ms. ***********, I have forwarded and forwarded you Everything possible on this defective vacuum you personally sent me months ago. A few weeks ago I was forced to file a Better Business Bureau complaint due to the lack of customer support for this expensive defective unit And your customer service **** gave me misleading instructions (please listen to recorded calls)

you are Now asking again for the serial number picture which would mean a Third time i am sending it to you. I followed your instructions and have now recycled the unit in anticipation- and your words in writing- i am going to have another one fed ex'd to me.

Everything now has been recycled and you have all the historical pictures. i have nothing more to send you. if you have any questions what you sent me please access your corporate records - it is all there in writing because i dealt personally with you on the sale months ago.

please re - read your emails from me for all the images you seek including the cut cord the label off and pictures of that s/n label. it is gone now. i have nothing else to send you. please replace my vacuum at no charge asap. thank you ****** ****** ************************** 48375
Business Response
Date: 01/28/2025
The customer was contacted on 01/25/25 and an order was placed for a new replacement unit. She has been advised to allow 7-10 business days for delivery via ***** once the order leaves our warehouse.
Initial Complaint
Date:10/21/2024
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.
I purchased a Hoover Power Scrub Elite Pet Upright Carpet Cleaner and Shampooer, Lightweight Machine, Red, FH50251PC last year on Black Friday from *******. This Vaccuum worked fine for few months and now it started giving problems. One it will not clean properly and second every time we plug in it will trip the power breaker. Its a big hazard for short circuit which can cause a fire in my house. I have kids at home and its a big concern. I spoke with customer care ******** and she advised me to ask ******* to provide me copy of the receipt. I went to ******* and they told me that they are unable to provide the receipt for cash purchased item over 6 months ago. I talked to ******** again and now she is saying that they can not help and can give me 10% discount on next purchase. This is really sad that I trusted Hoover and its under warranty and they are NOT helping at all. I feel that I should have listed to others and went with different brand. I feel that I have been cheated. I would like someone from HOOVER to please take an action and resolve my issue
Business Response
Date: 10/22/2024
An email has been sent to the customer with an attached prepaid ***** shipping label so his unit can be sent back to us. Per the Owner's Manual the receipt is needed in order to file a warranty claim and since he could not provide the receipt we are offering to send him a one time courtesy replacement but it will not have any warranty and he will be responsible for any future repairs. Once the unit is on its way back via ***** we will send his one time courtesy replacement.
Customer Answer
Date: 10/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint. I was requested to send back the defective product and HOOVER will send the replacement. As per request I have sent the defective product and waiting for replacement. Please provide me tracking number for the replacement. Thank you
Initial Complaint
Date:10/08/2024
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.
Earlier this year I purchased a HOover ***** wASH PLUS FROM tARGET It arrived and didn't work, at all. I contacted Hoover, showed proof of purchase and they sent me a new one. It worked a few times, maybe 4 total in the past few months. I don't use it alot.And then, it stopped. It turns on, runs but no water distrubution or sucking water up... just nothing.I tried ot call but they close at 3 pm EST which does not leave me a lot of time to call being in MT I emailed and told them the situationa and how I have researched and noticed that MANY other people report the same issues on these "new" units. I did all of hte troubleshooting and then some and I sent a photo to customer service and their reply is that something isn't sealed? Everything is sealed.And that I have to take it over 40 minutes away to Greeley for service?This is a brand new device . It shouldn't stop working in less than a year. I am a disabled person and haven't been driving much since a car accident in june.I can't take it in I feel strongly that they are blowing me off.I take meticulous care of this unit and as i already said, it has only been used a handful of times. I have no accidents in my house just newer carpet that I like to clean every three or four months I just want a new unilt and I don't think that is too much to ask especially since it will probabaly stop working as well and then this will be a viscous cycle. Just ******** hoover smartwash complaints" It seems that they are poorly made.I don't think I should have to jump through hoops to get this replaced , especially since it's so new If another model has less known issues, I would take that too but they all look like they have issues.
Business Response
Date: 10/10/2024
An order has been placed for a new replacement Smart Wash. The customer has been notified via email with the order details and it should arrive within 7-10 business days via Fedex once the order leaves our warehouse.
Customer Answer
Date: 06/17/2025

I am rejecting this response because:

I have moved since this incident started to a new home and different zip code. At the time I lived at *****. I have had consistent issues with this Hoover carpet cleaner. They stop working after one or two uses. Its nothing I did and is well documented fed all over the net I reached out to Hoover for help and instead of replacing, they asked me to jump through hoops. Take it to ****** to a service center, 40 miles away and I have no car and am disabled. Box it up to send back. I dont have any boxes that big And then, they just stopped replying altogether. Its shameful to treat customers this way. This device cost almost 300 dollars. I am due a refund, a new replacement or this one fixed for our them making it easy for that to happen.

Desired Resolution:
Replacement
Business Response
Date: 07/07/2025
Upon further review of the Customer tickets, chats and replacement units; we would like to have the latest issue inspected with a technician at one of our Service Centers. Our records indicate the purchase date with ****** as 11/17/2023, and since that purchase we have replaced the unit 3 times (see attached). We are happy to arrange for ***** pick up, to ship the unit to a Technician.

We can arrange for a pickup service with *****. You do not have to take the unit yourself; we only ask that you have the unit packaged and ready for pickup. Youre welcome to use any sturdy box for the return. Many grocery stores or big box retailers often have extra boxes theyre willing to give awayjust ask a store associate

When multiple replacements have been ordered, we always like to have one of our Technicians or Engineers inspect the cleaner and help determine the root cause and report to us their findings, this helps determine if it is a manufacturer issue.

Additionally, troubleshooting videos have been provided. You may also call to speak with a representative to talk through troubleshooting steps. *******************************************************************************

Customer Service: ************** | ******* EST Mon-Fri

Customer Answer
Date: 07/07/2025

I am rejecting this response because:
Do you realize this has been dragging out for six months? Ive told these people I dont have a box via email right time s they keep asking me to drop it off in ****** or get a big box. Im not paying fifty dollars for a huge box to be delivered. Im disabled. Ive also told them this many many times

And this is a known issue with their products not just me. They seem to be making it out that it me. *** bought new machines twice and this happens every time. Thats almost 800 dollars out

I think at this point I should buy a new one and return this one to them. Not ethical but I dont think they are being ethical either. And am I emailing an ai. ?
It takes them months to reply and they dont even read the previous rmssage

pleaee pair this reply so others can be warned of this company and their lack of bc are for ongoing issues with new machines that are under warranty!! B

How do I upload more photos to show you the ridiculousness of their replies over the past six months. If it wasnt for filing a bbb claim they would probably have stopped replying f.
my next step is to call the states attorney in their state to report blatant fraud and discrimination against t the disabled.
Business Response
Date: 07/11/2025
The first replacement unit was ordered 2/16/2024. A BBB was filed in October 2024, with no inspection and a replacement was sent at that time. Since then another replacement has been sent (12/2024) with no inspection. When multiple replacement have been ordered, we always like to have one of our Store Technicians or Engineers inspect the cleaner and help determine the root cause and report to us their findings, and help determine if it is a manufacturer issue. As it stands, we have ordered, shipped and delivered 3 replacement units ($279.99ea)
~~We do not supply the shipping box; However, youre welcome to use any sturdy box for the return. Many grocery stores or big box retailers often have extra boxes theyre willing to give awayjust ask a store associate. I should be able to arrange for a pickup of the unit, you need only to have it boxed up. You may also piece boxes together, as long as the product is secure.
Once you are ready for the pickup, please reply to this email for additional assistance. We will get a hands-on inspection within 1-2 days after we receive your cleaner.
~~We can also offer a deep discount on a new unit. 30% off regular retail price via **************************. This is offer valid for 30 day (8/11/2025). Please call us to place your order, so this special discount can be applied.
~~ Troubleshooting and informational videos are also available *******************************************************************************
As well as you can call and one of our Representatives will talk through troubleshooting with you. ************** | 9am-5pm EST Mon-Fri
We are happy to help fulfill any option listed above.
Initial Complaint
Date:09/28/2024
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 vacuum a few months ago and on the second use, it began to malfunction. Ive been calling and calling their customer service department for assistance and have yet to speak with a person. This company NEVER answers their customer service line. All I get, are pre-recorded, automated messages saying that they are closed at this time. Each time I call, they say they are closed even when its within the time that they are supposedly open for business. They say they close at 3pm EST, yet, when I call at noon or 1 or even 2. The recording ALWAYS says that they are closed, Making it impossible to get some support. They gave their employees the entire labor day week off (per their recording) the ENTIRE week!!!, I called and got that message on their answering service. I would like my money back or at the very least, I should have access to customer support about THEIR PRODUCT, that I purchased. ****************. Customers should be made aware of what they will be dealing with after purchasing this company' products.
Business Response
Date: 10/05/2024
Several email correspondence with customer declining process of troubleshooting for resolution. Hoover ticket pending waiting to find out if this is a part or unit issue. **************** center(s) information also provided.
Initial Complaint
Date:09/18/2024
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 Hoover One Pwr Evolve Cordless vacuum BH53420v from ********** on April 26, 2023. Battery died last month, BH25040. These batteries are known to be defective. Purchased a new charger from Hoover just to rule out the old one. Contacted TTI Floor Care North America for a replacement battery under the three year warranty. They will not replace it. I think they make more money selling replacement batteries than their vacuums.
Business Response
Date: 09/19/2024
An email was sent to the customer letting him know an order was placed for a new battery. His battery should arrive within 7-10 business days via ***** after the order leaves our warehouse.
Customer Answer
Date: 09/23/2024

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.Warranty honored and batter replaced.

Thank you.
Initial Complaint
Date:09/13/2024
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.
On August 31, 2024 I purchased the Hoover CleanSlate Plus from this company and have not gained any resolution in receiving all parts list and pictured on the order. We should have received either the Spin Scrub tool or the 4' Auto Tool and neither was included in our package as we received the wrong product. Several attempts over the course of a week have yeilded no resolution from Ms. ***** ******* Team Lead Supervisor, TTI Floorcare, North America.
Business Response
Date: 09/18/2024
An email was sent to the customer letting him know he received all the parts that he was supposed to. The customer responded back that he was going to go ahead and return the product to ****** because he thought additional tools were included with the product.
Initial Complaint
Date:08/16/2024
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 hoover floormate deluxe January 2024. After 6 months product leaks from clean water tank, in less than a minute the entire tank empty & not plugged in **************** but hoover customer service is the absolute worst, won't talk on phone easy to avoid dealing with customer. Garbage products and garbage company
Business Response
Date: 08/17/2024
An email was sent to the customer apologizing for the issues he has had with the Floormate Deluxe and also with reaching someone in Hoover ************** An order was placed on 08/16/2024 for a new unit and it should arrive within 7-10 business days via ***** once the order leaves our warehouse.
Customer Answer
Date: 08/17/2024

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.