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

  3828 S Lindbergh Blvd Saint Louis, MO 63127-1419

• 

  Oreck Factory Showroom

  5930 Zebulon Rd Macon, GA 31210-2031

• 

  TTI Floor Care North America

  6107 Mid Rivers Mall Dr Cottleville, MO 63376

• 

  Oreck

  6107 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:07/18/2024

  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.

  Reached out to Hoover beginning of June due to vacuum suddenly shutting off and not turning back on. Do not hear anything for 8 days then I am asked to clean the unit. I do so and it still will not turn on. I am asked for a video showing the unit plugged in and not turning on. When I do so, the unit starts to spark at the outlet and the electrical cord shoots out and catches my floor on fire. I respond with this information and am told the info and photos are being sent to the safety team for review and that will take 2-3 business days. After nearly a full week, I finally receive a claim form. I fill out the claim form and am told to return the unit at my cost for the safety team to further review. I reply within an hour asking for a replacement to be supplied so that I can use the box and not be without a unit for any longer. After 5 days of no reply, I email them again. Still no reply. After another 5 days, I email again asking for any sort of response. Nothing. I have emailed the customer service team, safety team, and corporate with no response. It has been over 1 month since my initial contact. I have owned the vacuum for 6 months and registered the unit within a few days of purchase. The warranty is not being honored and the company is simply not providing customer service. My ******************** has a permanent burn **** and I am still without a vacuum.

  Business Response

  Date: 07/19/2024

  An email has been sent to the customer with instructions for returning her product back to us. We have placed an order for a new replacement and she should expect it within 7-10 business days once the product leaves our warehouse. She will be able to use the box from the new unit to send back the old unit. We have expressed our apologies for any inconvenience this has caused her. 

• Initial Complaint

  Date:07/15/2024

  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.

  Hoover cleanslate purchased in 2022. Has been maintained as best as possible per the instructions. I contacted in MAY ************************************************* the hose, and if there is a way to fix this. Note that on this model the hose is fixed in place and not replaceable, so it could not be removed/swapped out. I followed all instructions for cleaning (always have), and have proven this. Communication has been incredibly poor - I have waited 2+ weeks at a time for a response. I've provided everything possible via email (serial number, purchase info, images of mold, images of Hoover-provided solution to rinse hose, etc.). Product is clearly not fit for purpose and is instead growing mold, which then spreads around my home when I use it to clean. I would like a replacement. I am open to either an exact replacement (corded) or the 'ONEPWR' version as I have other OnePwr items and already have the battery pack. The newer version contains a removable/replaceable hose which would allow for better cleaning.

  Business Response

  Date: 07/16/2024

  A replacement has been sent to the customer under warranty. Once the customer receives the replacement she will send in the cut cord label pictures. 

  Customer Answer

  Date: 07/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and, provided that the replacement is received, find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:07/04/2024

  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.

  Bought a Hoover Smart Wash Carpet Cleaner May 28. The chemical dispenser is leaking. Called Hoover to get a replacement and per their emailed response, the part is discontinued by the Manufacturer. They suggested I call back in a month or check elsewhere online for the part. If the part is discontinued, Id like a replacement machine or a refund. I am more than happy to send the machine back (Hoover pays for shipping)

  Business Response

  Date: 07/08/2024

  Called customer for resolution of voided warranty. Ordered courtesy solution to assist with use of the unit until solution tank is in stock. 

• Initial Complaint

  Date:07/04/2024

  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 went to make a purchase for a replacement battery (after mine just stopped working) on the Hoover.ca website.I found the battery and signed up for the promotional 15% off if I signed up for emails.The total was $93.50 before tax. The top of the website states free shipping over $75 and the pre checkout screen says - you qualify for free shipping. Within the checkout I enter my address and a $50 shipping charge was added. Confused I opened up a chat window. It took over an hr, but finally someone said they were going to look into it. Another almost hr, and after a prompting, I was told because I was in NL I don't qualify. At the top of the webpage with the Free Shipping on Orders $75+ there is no * or exceptions listed. I see a link at the bottom that states "General Shipping Information" and nothing listed in there. So I respond back that it doesn't state this anywhere so I should get free shipping as you mentioned I am eligible for. I was supposed to be sent along to a supervisor, but no one has contacted me from Hoover ******. I used a contact form from Hoover.com and someone there says i didn't qualify because it's $99.99 and over (no idea where that came from) and I haven't heard anything back since.If you don't want to offer free shipping to other provinces fine...but that needs to be listed on your website where someone can actually find it, because otherwise it's false advertising.

  Business Response

  Date: 07/05/2024

  Emailed offer to call customer to assist with placing the order with the Free shipping. 

• Initial Complaint

  Date:06/27/2024

  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.

  Ordered a oreck vacuum bundle March 21st A few days later decided it wasn't going to work out. Contacted the company via chat and spoke with ****. Advised **** that I would like to cancel the order. **** stated that part of the order is already shipped and she sees the other part of the order has not shipped. ****, within chats was able to successfully cancel the order that has not shipped and was advised she would have to have her manager reach out to ***** to stop the other part of the shipment. Other part of the shipment was stopped Midway and returned to the merchant was advised it can take up to 6 weeks for a refund around May 1st. Still haven't received a refund. Spoke with **** and chat was advised the same thing could take up to 6 weeks. At that time I filed a dispute with my bank. My bank encouraged me to go through with the dispute and that I need to continue to work with the merchant. If the merchant processes the refund, my bank will see that and go ahead and **** the dispute as resolved. Continue to try to work with. The merchant was advised by the merchant that since there is a charge back they will not be able to process a refund until I contact my bank to drop the dispute. Was advised by my bank to continue with the dispute because if I cancel it there could end up with problems. Trying to redo the dispute if no refund happens. Chatted with **** again. Was advised when asking to reconfirm the total amount was advised only $220 is due for a refund or is that additional hundred and something dollars? **** states I should have been refunded. I advised **** and chat that this was a bundle all in one price. I've never received a ***** back sent copies of bank statements showing no refunds whatsoever from the company. They advised that they would research this. **** tells me through chat that they are unable to investigate this until the chargeback is released from their system. It's been a 3 months now and nothing. Order #******

  Business Response

  Date: 06/28/2024

  An email has been sent to the customer letting him know we will get his refund of $382.76 processed once we receive the information from his bank that the chargeback has been released. We cannot refund his money until the chargeback has been released and we are notified by his bank. 

• Initial Complaint

  Date:06/20/2024

  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 purchased a Power dash carpet cleaner made by Hoover on 12/10/2023 and it stopped working.I tried calling twice on 06/20/24 and left a phone number for them to call back per their recording. I still have not received a call back so I am on their chat line waiting. I started my chat at 12:49 and is now 3:19 and still I'm waiting. This company is impossible to get a hold of this is unacceptable.

  Business Response

  Date: 06/26/2024

  An email has been sent to the customer requesting a copy of the receipt as well as a video regarding the unit not powering on. Once we have the information and can validate his receipt for warranty we can put in for a warranty replacement. If the customer doesn't have his receipt for warranty then a 20% discount will be offered. 

• Initial Complaint

  Date:06/18/2024

  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 cleaner less than 8 months ago and the handle broken engine dragon and nobody will answer the phone into Hoover they give you a run around with this song talking to somebody but nobody when they change you nobody answers the phone I'm tired of it I want a new vacuum they're just ignorant people they shouldn't be allowed to be in business they won't answer their **** phone and back their products I want a new vacuum from them but that one has a year warranty I want a new vacuum cleaner off of them free

  Business Response

  Date: 06/20/2024

  The customer has been sent multiple emails asking for a copy of his full receipt and he is stating he doesn't want us to know the seller information and is refusing to send in full receipt.  In order to do a warranty claim for him to get a new replacement we will need a copy of the full receipt to show the seller information, product information and date of purchase. The receipt that was sent in is only a partial receipt showing just a price but no product or seller information or the date of purchase. Since customer is refusing to send in full receipt we have offered a 15% discount on an originally priced unit excluding any sales/promotions or product bundles. This is valid for 30 days.

• Initial Complaint

  Date:06/17/2024

  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 OnePwr Emerge Pet Plus Vacuum from Canadian Tire on January 16th, 2024 after watching a Review video that recommended we ensure to get this particular model to receive the powered extentions hose. When I opened the box, the power hose was not included. I contacted Hoover customer care and after some negotiation, they sent me the power hose. I mention this because I contacted the same person with the second problem.On April 28th, I sent pictures of a torn hose between the power head and the stick and followed up twice by email and then phoned, as I was receiving no response. Something about merging a new application was apparently the cause for the delay in response. That problem was also resolved by the company sending out a new power head which includes the hose segment that was torn. However, when we received the power head, May 21, I noticed that the light didn't work. I contacted ************* online again, and uploaded a short video of the vacuum in use without the light coming on. That complaint was acknowledged by email on May 24th, and I was given Reference Number ********** for this issue, with the Status stated as "Waiting on Us". And I've waited. And followed up. And even tried to contact them again online but the Chat I have used before continuously says no one is availble. I've called. But after waiting fifteen minutes, an automated voice comes on saying that no one is available to take my call and the call is ended.It would appear that I purchased a $600 lemon. And now no one wants to deal with it anymore. I would like an entire replacement machine, complete with powered extension hose and a power head with working light. That's what I purchased. That's what I want. Or a full refund if replacement is not an option.

  Business Response

  Date: 06/20/2024

  Called customer; Agreement to send back unit and nozzle. Will complete a new unit replacement kit model BH53603VE once her return is in route. 

  Customer Answer

  Date: 06/20/2024

   
  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. I am in the process of returning the unit. Once transport is confirmed, a new unit will be sent to me by the business.
  
  I want to thank you very much for your quick and effective handling of this matter on my behalf.

  Kindest Regards,

  ******

  
  

• Initial Complaint

  Date:06/13/2024

  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 bought a Hoover vacuum on Feb 13, 2024 the belt that makes the brush turn is stretched and the vacuum stopped working i called them and waited for a representative 2 hours and a half no answer, so I texted with them and they sent me an email asking for a picture of the problem I sent it and no one has emailed me back, In the past I called about other Hoover vacuums and they dont want to honor the 3 year warranty

  Business Response

  Date: 06/17/2024

  The customer has been contacted and a replacement has been ordered for her under warranty.  She should receive her new replacement within 7-10 business days once the order leaves our warehouse. 

  Customer Answer

  Date: 06/18/2024

   
  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:06/10/2024

  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 purchased a carpet shampooer from hoover.com. I opened the box about a week later and began to use it as instructed when out of nowhere the belt fell off within 10 min of use. They wanted me to pay to ship it back for a refund at my expense when they are the ones that sent me a defective product. I would have been okay with a prepaid tag to mail it back but why should I have to pay to ship a broken item back? Mind you this is a large item and would have cost me apx $50 to ship back for a refund. I did contact them 3 times and they didn't care and in the 4th time they said we'll it's been over 30 days now so now we won't accept your return.

  Business Response

  Date: 06/10/2024

  A prepaid ***** label has been emailed to the customer so she can return her product for a refund. Once we receive the product back the refund process will begin and can take up to 4-6 weeks for the refund to be put back onto the original form of payment.