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Business Profile

Carpet and Rug Cleaning Equipment and Supplies

TTI Floor Care North America

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet and Rug Cleaning Equipment and Supplies.

Complaints

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

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

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    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

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/15/2024

      Type:Product Issues
      Status:
      Answered
      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 on 11/10/23 from Hoover.com website. The website advertised free shipping for orders $99+ on top of page so because my vacuum was discounted to $88.90 I ordered a ***lacement filter as well for ***** which put my order total at $99.89.1) they charged me $9.99 shipping anyway. I went back to website after ordering and they have an asterisk next to the $99 and the fine print elsewhere saying free shipping must be $99.99 order. That is first deceptive tactics. 2) I returned the vacuum within 30 day window as it was not powerful as claims. I had to pay return shipping almost $20 through *** as they would not pay for return shipping.3) after returning vacuum and filter I never received any confirmation email from Hoover acknowledging my return. I clearly marked on the return slip inside box that the filter was taped to the box and also indicated this on the outside shipping label. I called customer service in late December to inquire about my return and was told they do not send email confirmation of returns and it would take 4-6 weeks to receive my refund.4) I did not receive any refund until 3/11/24 in the amount of $97.53. My order total was $119.10 showing that they did not refund the ***** for filter that was returned.5) on 5/2/24 I emailed customer service to find out why the filter was not refunded and on 5/3/24 a *** ***lied that his supervisor would reach out to credit **** and it would take 7-10 days for credit.6) I have still never received the difference and I ***lied to the email on 8/4/24 and 8/9/24 and Hoover is simply not responding anymore.

      Business Response

      Date: 08/16/2024

      An email has been sent to the customer letting her know a refund for $21.57 has been requested from our ***************** and I have asked them to escalate it.  I have also apologized to the customer for the delay in the refund. The refund will be for the filter price of $9.90 plus tax (original price was $10.99 but there was a discount on the order for Welcome discount) and shipping for $9.99 plus tax. The refund should be processed shortly and the refund will go back onto the original form of payment usually within 7-10 days. 

    • Initial Complaint

      Date:08/15/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 ordered our Hoover floor cleaner on May 3rd and it worked great *** first two times it was used. The third time we went to lift *** nozzle latch to clean out *** nozzle and brushes to put it away and *** spring on one side popped off. We noticed that all that holds that spring in place is a tiny plastic k*** which had come off. I contacted hoover on July 26th and was told to submit *** date of purchase receipt, a picture and or video. I submitted while on *** phone. I was told that I would hear a resolution and probable replacement plan in 3-4 business days. I have reached out four times by email since and three times by phone. Each time by email I receive no response. Each time by phone I'm told that I'm outside ***ir normal business hours which I'm not. I'm an hour into ***ir hours or an hour before ***y close ***ir hours EST time. Today I tried at 11:28MST which is 1:28 EST. Same recording. The person whom I originally spoke with was **************** The email address I was told to submit to was *********************************** I can't return *** who unit at this point, but a piece shouldn't break off on *** third use. I was poorly made. I am requesting a new nozzle to allow us to use *** product purchased. I can't get anyone to respond since *** original call.

      Business Response

      Date: 08/16/2024

      An email was sent to the customer on 08/16/2024 apologizing for the delay in getting a response and also a nozzle was ordered.  The customer should receive the nozzle within 7-10 business days once the order leaves our warehouse. 

      Customer Answer

      Date: 08/16/2024

       
      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. 

    • Initial Complaint

      Date:08/13/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 new cordless ********* floor cleaner in the spring. In less than a month it broke. They sent me a replacement, however, it was the wrong unit. I emailed them and they first said they would send me a shipping label to return the incorrect one. I never received it so they told me to pull off the sticker with the serial and model number and take a picture of it and send it to them and they would send me a replacement. I did this and have not received a response. I have emailed multiple times and tried the live chat. I also tried calling multiple times during their listed business hours and I get a recording saying they are closed. I spent a lot of money on this machine to not have the correct one.

      Business Response

      Date: 08/14/2024

      An email has been sent to the customer letting her know an order was placed for the ONEPWR Cordless Streamline which is the correct model she should have gotten. It should arrive within 7-10 business days once it leaves our warehouse. Also, a request has been sent to the customer to get the wrong item that was shipped to her sent back to us.  The label she peeled off and sent to us was from her original unit and not the wrong unit we sent to her.  At this point, we are wanting to go ahead and send out a ***** shipping label to get that corded unit back instead of her peeling off the label and cutting the cord. 

      Customer Answer

      Date: 08/15/2024

       
      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. 

    • Initial Complaint

      Date:08/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 power scrub XL ******************* cleaner in October last year used it twice tried using again didn't work called Hoover customer care service they had me trouble shoot product billed me $30 didn't fix nothing gave me another number witch keeps putting you on hold ************ or ************* I have tried 3 times same results there number1 ************ on the back of the machine s/n AT 23284DO80803 purchased at *********************** purchased on my bank card US Bank paid $149.00 plus tax

      Business Response

      Date: 08/16/2024

      I have sent an email to the customer advising him that he will need to reach out to ******* to get a copy of the original receipt.  Once we have the receipt we can replace his unit under warranty.

    • Initial Complaint

      Date:08/08/2024

      Type:Delivery Issues
      Status:
      Answered
      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 placed an order on www.hoover.com on 07/11/24 in the amount of $208.80. The order was confirmed and delivery was promised within 12 - 14 days. On 07/31/24, I checked status online and the order was still in "confirmed" status. I have not received shipping notification, nor have I received tracking for the order despite my request. I have not received the product.I contacted their customer service and was advised via email that the product shipped 07/13/24 and that I should "check with your neighbors if you did not receive the packages." No tracking information was provided.The order still shows as "confirmed" on their website and customer service has yet to respond to my multiple inquiries requesting tracking or shipping information.

      Business Response

      Date: 08/12/2024

      The customer has been contacted with her new replacement order confirmation and an apology for the delay in response.  Her new unit is scheduled to be delivered via ***** by today 08/12/2024. 

      Customer Answer

      Date: 08/14/2024

       
      I am rejecting this response because:  I only received the Hoover floormate.   I did not receive the 4 Pet Hard Floor solution 64 oz products that I purchased.  FOUR of them to make sure it's clear.  Order# ******.  Proof of what I ordered is attached.  

      Thank you,

      *****


      Business Response

      Date: 08/15/2024

      The customer was sent an email on 08/14/2024 with order details showing an order has been placed for the 4 bottles of pet hard floor cleaner. She should receive within 7-10 business days once the order leaves our warehouse. 

    • Initial Complaint

      Date:08/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 recently order a Hoover OnePower Streamline Hard Floor Cleaner. I have only had the product for a few months now and it has only worked a few times since I purchased it. The product only turns on for a few seconds and then automatically turns off. A message displays on the screen stating the unit is overheated and needs to cooldown. Regardless of how long I allow the unit to sit or whether I change the battery or not, I always receive the same message. I have attempted to contact Hoover by phone on multiple occasions and I receive a message that says they are closed even though I am calling during their listed business hours, and this happens every time I call. I have also attempted to contact them via email on two separate occasions and have one received one message, after approximately one week, which told me to reset the unit and gave me no additional information or way to contact them to resolve the issue. It has been over a week now and they have still not contacted me regarding the second email. I am outside the normal return window as it has been over 30 days since I purchased the unit. I have spent about $500 on the unit and accessories for a unit that does not work and nobody is helping me fix the issue. I only wish to have a device that works, but if that is not the case then I believe I should be refunded for a product that has been faulty since the first time it was used. This is absolutely unacceptable of a company as large as Hoover and I believe it should be addressed properly as I am sure there are more customers who are currently, or have been in the past, similar situations to mine.

      Business Response

      Date: 08/09/2024

      An email has been sent to the customer with Warranty instructions asking for the unit to be disabled by peeling off the sticker and putting on a piece of paper and sending back via email.  Once we get this information sent back to us we can get a new replacement sent out to the customer so his issue can be resolved. 

    • Initial Complaint

      Date:08/01/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 a Hoover Floormate Deluxe from Amazon on 6/22/2024. Received and used it, however it leaks water on the floor even when turned off. This is a known defect with several videos of the problem on youtube.I contacted the Hoover customer service to find out where I could return it for warranty service. Unbelievably, I was told there is no service center for this product anywhere in the U.S.I was told to email pictures and videos of it leaking with proof of purchase.I have no received any response to date.

      Business Response

      Date: 08/02/2024

      Have reached out to the customer and provided troubleshooting steps and they were effective so his unit is working now.  Hopefully, this won't happen again with his unit, but he has been informed him that if the issue with the unit happens frequently he will need to reach back out to us so we can go to next steps in order to ensure his issue gets resolved.

      Customer Answer

      Date: 08/03/2024

       
      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.  Hoover reached out and provided troubleshooting steps to manually free up the stuck water supply valve on this brand new unit. They were ultimately very helpful and professional in getting this resolved.

      Thank you!

    • Initial Complaint

      Date:07/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 ordered a filter cup for my Hoover Smartwash Pet Complete carpet cleaner. Pictures were requested. Looking at the machine from in front of it, I was ordering the left cup. Hoover sent me the right-side cup. ****** said she would send the proper part. The part has not been sent and Hoover is not responding either by email nor phone nor Chat. Have been ghosted. Other customers are reporting the same issue online. I would like the properly ordered/missing part.

      Business Response

      Date: 07/22/2024

      An email was sent to the customer letting her know an order has been placed for the correct filter basket (2 were ordered). She should receive within 7-10 business days once the order leaves our warehouse.

    • Initial Complaint

      Date:07/20/2024

      Type:Delivery Issues
      Status:
      Resolved
      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.
      THESE PEOPLE ARE SCAMMING ME. SEE EMAIL I RECEIVED BELOW FROM THESE FLOOR PEOPLE. I HAVE NO IDEA WHO THEY ARE NOR HAVE I EVER DONE AN OUNCE OF BUSINESS WITH THIS COMPANY. THEY ARE TRYING TO SCAM ME FOR MONEY. THEY NEED TO BE STOPPED. THEY ARE SCAMMING INNOCENT SENIOR CITIZENS.Your ticket has been received !ttifloorcare.com <******************************************************************************>7/18/2024 12:32 PM To ******************** Hello *****,Your request has been received and is being reviewed by our support team. We'll get back to you as soon as we can.About your Ticket: Contact Email: ******************** Date Submitted: 7/18/24 Reference Number: ********** Issue: Order Issue Thank you,Customer Care

      Business Response

      Date: 07/21/2024

      Sent an email to the customer letting her know that TTI ************************** is the parent company of Hoover/Dirt Devil/Oreck and she placed an order from Hoover for a WindTunnel Tangle Guard with a free steam mop. She is not being scammed.

      Customer Answer

      Date: 07/21/2024

       
      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. 

    • Initial Complaint

      Date:07/19/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 06/20/2024, while using our Hoover model U6485900 upright vacuum, the handle release lever broke and as I was bending over to pick up the broken plastic piece from the floor, the vacuum fell backward and the heavy handle hit me in the head.I contacted the company several times regarding this issue and on 06/28/2024 received an email from "******" in the company's **************** *********** who asked about the details of my issue (which I had already provided to the company), so I again provided the information to him in my email response.On 07/09/2024, ****** again contacted me (his emails always began with, "Hello," and no mention of my name, confirmation number, etc.) asking that I return the entire upright vacuum to the company for "examination." When I asked about a shipping container, I was told that it was up to me to find one.I've since sent two additional emails to "******" about the return of the vacuum, but have not received a response.

      Business Response

      Date: 07/23/2024

      The liability department has reached back out to the customer and we apologize for the delay. We are actively working a claim with this customer.  We have requested for the unit to be returned before we can proceed with this claim.  Once the product is returned, we will follow up with the customer within 10 business days of the receipt of the claim.  This will allow our team to inspect the unit and provide next steps.  

      Customer Answer

      Date: 07/23/2024

       
      I am rejecting this response because: The response from the business did not address my complaint that no one from the business bothered to answer my questions about whether or not I could remove the tools from the unit before it was shipped to them. I also asked if I could remove the **** final filter, which I just replaced and which is difficult to find.

      Additionally, I am concerned that the two communications from the company began with, "Hello," and never mentioned my name/address/vacuum model/a claim number or any other pertinent information. The first time I received a request to return the vacuum, I almost deleted it as "spam," because it was so vague and impersonal.

      I was not ignoring any messages from the company. I was just waiting from someone to respond to my questions about returning the vacuum. As of this response to the BBB, no one has contacted me directly by phone or email to answer my shipment questions. This is extremely frustrating and confusing and that's why I originally filed a complaint with the BBB.


      Business Response

      Date: 07/23/2024

      The email was sent around the same time that the response was sent to the BBB so the customer must have gotten the response from the BBB first and then got the email from our Product liability department.  It has also been addressed the concern the customer has regarding the email starting with "Hello" and not having other additional model information, etc. Here is the email that was sent 07/23/2024 around 12:30 pm to the customer. Hello! To answer both of your questions we will need all parts of the unit to be sent back including tubes, attachment, and the Hepa filter. Thank you ***********;Product Liability. The customer responded to this email on 07/23/2024 12:44 pm. O.K. Thank you for letting me know. I will get it shipped to you. --*****

      Customer Answer

      Date: 07/23/2024

       
      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.

      It is somewhat disappointing that I had to file a complaint with the BBB in order the receive a response from the company, but I thank the BBB for its assistance.

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

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