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:04/20/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3/28/24 my credit card was charged $206.25 for the purchase of a Smartwash Carpet Cleaner. A steam mop was also given to me as a promotional deal. On 4/1/24 I received the Order, #******-a SmartWash Carpet Cleaner and Steam Mop. On or about Fri 4/12 I e-mailed Hoover to let them know that my carpet cleaner was defective as it leaked water and asked for a replacement. (I do not have a copy of this original e-mail or their response from 4/13/24 asking for a video). On 4/14/24 I replied to their e-mail stating that I was unable to test it until Wed (4/17) as well as additional info. regarding the problems. See e-mail dated 4/16 from Hoover support asking for a video of the cleaner leaking. On 4/18 and 4/19 I e-mailed 3 videos of the cleaner leaking. As of today, 4/20/24, I have not received a reply. Originally, I would have been happy with a replacement. Due to their poor customer service, I would prefer a refund as well as a shipping label to return the product at their expense.
Business Response
Date: 04/23/2024
An email has been sent letting the customer know that the solution to her problem is a solution tank cap that we can send to her. If she still decides she wants a refund instead then we will send her a prepaid shipping label to send back her unit for a refund.
Customer Answer
Date: 04/25/2024

I am rejecting this response because:
Hoover and I have agreed to a different resolution. As indicated in the copy of the e-mail below from Hoover, I have accepted a replacement cleaner:
On Apr 23, 2024 at 12:22 PM, Hoover Support <**********************************> wrote:
Hello *******,

Your Hoover Better Business Bureau case has been transferred to our Customer Experience Advocacy Team. The Customer Experience Advocacy Team handles complaints and escalated cases on behalf of TTI Floor Care North America, *******************************************.

Thank you for taking my call to assist you with your Hoover SmartWash issue.
As in our conversation we are happy to do the replacement process in emails. Please, follow the instructions below.

Unplug the unit from electrical outlets.
Cut the cord up next to the unit.
Peel the data label off the unit to apply to a piece of paper.
Attach 2 pictures to this email for our review.
Picture of the label attached to the paper.
Picture showing the cord cut off the unit.

We are sorry about the issue and thank you for choosing Hoover!

Sincerely,
******
Customer Experience, Advocate

**********************
*************************************

************
*********************************************
ref:!00DA00Yf5Q.!5008Y02Nv9DM:ref
From: tthornton
To: Hoover Support

Tue 4/23/2024 4:50 PM

2 attachments (5 MB)

******, attached please find 2 pictures of the label removed and cord cut from the unit. Per our conversation today, Hoover will immediately ship out a new cleaner to me. I have always used Hoover carpet cleaners and will continue to do so. Upon receipt of a new cleaner, I will notify the BBB that this issue has been rectified and have them close the case.

Thank you
*******************************

Business Response
Date: 04/26/2024
A phone call was made to the customer and it was decided that she was agreeable to a full unit replacement instead of a refund or just getting the solution tank cap sent. An order was placed for a new unit and is scheduled for delivery on 04/29/2024 via ******
Customer Answer
Date: 04/28/2024
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.

On Saturday, 4/27/24 I received a new Hoover Smartwash. I immediately tested the machine and I did not have any issues with it. I appreciate the ******* Business Bureau's help in this matter as well as Hoover's response to resolve this issue.
Thank you
*******************************
Initial Complaint
Date:04/16/2024
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.
waited 90 minutes on hold to speak to someone... used phone number on my Royal vacuum cleaner, a very expensive unit by the way... having problems with it. left messages, emailed their customer service even their marketing **** and heard nothing
Business Response
Date: 04/19/2024
An email was sent to the customer letting her know the unit was out of warranty. Offered a discount on a new unit. Placed a call to the customer and she placed an order for a new machine with a 40% discount on the new unit.
Initial Complaint
Date:04/10/2024
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.
Hoover hard wood floor cleaner not operative di-ue to flooding the floor.
Business Response
Date: 04/15/2024
Numerous attempts to contact customer by phone when calling the phone number provided by the customer. Awaiting further information requested via email to assist.
Initial Complaint
Date:04/10/2024
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 new vacuum in July 2023 from Hoover. Less than 9 months later the brush roller froze up and does not work. I first submitted the warranty issue and supplied the necessary documentation ton2 different customer service people with no resolution. So 3 weeks without being able to vacuum my home because a 9 month old vacuum broke and unable to resolve through proper Hoover warranty instructions.
Business Response
Date: 04/11/2024
Called customer to review his unit and proceeded with completion of the warranty replacement.
Order number CTC1D106588903 has been successfully placed.
Initial Complaint
Date:04/04/2024
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.
We purchased a Hoover clean slate carpet spot cleaner on 6/03/23 at our local ******* and paid $98.00. It has not been a year yet and the machine is still under warranty. The hose is now broken and we have to tape it to make it work. We called ****** and was on hold for a long time and finally got to leave our phone number for a call back. We did this twice and did get a call back about 5 hours later. . After the initial callback 2 days later we received an email requesting we send in a photo of the broken machine and serial numbers etc. we did that and the next day we received another email requesting we cut the power cord and peel off the product sticker, and send pictures with this being done along with more numbers. Once they receive this they want to ship us anew machine within 7 to 10 business days. And they are hounding us to recycle the old machine with them This is unacceptable, we did a new machine ASAP, not in 10 days later. We have a puppy in training. They just dont care. We sent an email back explaining this and they will not respond back. Please see what you can do and we just want to say we are done with any Hoover products and will blast them badly to everyone.
Business Response
Date: 04/04/2024
The customer has been emailed and he has stated he will send the cut cord label pictures after he gets his new unit. Our normal procedure is to receive the pictures before we send out a replacement. I have notified the customer that we will make an exception and will send out a replacement first. I have placed an order for the replacement unit. The shipping process does take 7-10 business days via Fed Ex for him to receive the item. Hopefully, it will be sooner but this is the shipping information we have to provide.
Initial Complaint
Date:04/02/2024
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 the Hoover Power Scrub Deluxe Carpet Washer in January 2020 but because I had been just then been diagnosed with stage 4 cancer, I did not had the chance to open the box until March 04, 2024.Item has been stored indoors since 2020 but when I opened the box, I found the separate handle of the unit delaminating and with heavy scratch marks at the trigger end. When trying to use I found the wash solution / rinse water tank leaking between the solution and rinse water tanks. This was all in a unit that was fresh out of the box.Although the unit was out of warranty the fact that this was a unit just out of the box was concerning and thus after extensive correspondence Hoover eventually agreed to send me a replacement handle and wash solution / rinse water tank. These arrived today with absolutely no packing materials in the big box and thus the two items had banged against each other causing damage to the handle (which does not operate and there is loose plastic rattling around inside) plus damage to the wash solution / wash water tank which is chipped (affecting its integrity) plus one cap is missing.I presently have a $299/- carpet cleaner which is useless because of defective parts and because of defective replacement parts which were shipped in big box with no padding or protection.
Business Response
Date: 04/05/2024
An email was sent to the customer requesting a video of the handle so we can hear the rattling he is referring to and also a video showing whether or not the Clean Water Tank is leaking. These items were originally sent as a one time courtesy with no warranty since the customer has been out of warranty for two years but we will look at pictures and videos to determine what the next steps will be whether we can offer to send the parts again as a courtesy or if we will offer a 15% discount on parts or a new unit.
Customer Answer
Date: 04/06/2024
In response to the business e-mail I wrote. Also I could not upload the audio file to BBB although was sent to the business:
Dear *****,

Thank you very much for your e-mail and for expressing concern re my health. You can understand why I was unable to open the box when the carpet cleaner was received as I have been fighting cancer since that time.

Unfortunately, I do not have a smart phone nor a video camera but my digital still camera can record separate audio files and take date stamped photos at the same time.These are attached to this message.

This shipment arrived in a very big cardboard box (about 4 times the size necessary for the two items) and when the courier handed over the box, I could hear the items rolling around loose inside the box. When I opened the box, I noted that it contained the replacement handle and clean water tank but that there was absolutely no packing materials eg bubble wrap or paper or anything used I have never seen such poor packing with anything that has been shipped to me ever. You can see that from the photos submitted. A friend in the States confirmed that when he bought parts from Hoover that was how they were received ie with absolutely no packing materials used.

Regarding the handle then there is something wrong inside the handle as when one pulls the trigger the cross piece at the end does not move as it should. There is also a plastic rattling sound inside the handle like something is broken, which I believe there is since the cross piece does not move when the trigger is pulled.

Regarding the water tank then it is not presently leaking but it has a deep chip (photo attached) from contact (I assume) with the loose handle in the box with no packing materials being used and I fear will eventually leak.

Yours sincerely,

*********************

Business Response
Date: 04/09/2024
An email was sent to the customer letting him know we have placed an order for the Handle and Clean Water Tank again on 04/08/2024.
Customer Answer
Date: 04/12/2024
The Business response has been positive and above and beyond what they need to do legally. In that regard I am very happy.
What I am not happy with is that the Business does not appear to able be instruct nor control how their warehouse packs and dispatches replacement parts. Per my last experience the parts were placed in a very large box with no packing materials used and thus rolled around inside the oversize box damaging themselves. This is not proper shipping practice but checking with friends who have ordered parts from Hoover recently this seems to be their warehouse practice.
I will leave this file open until the replacement parts arrive. Hopefully the warehouse have packed properly and that the parts arrive in good order.
I have sent an e-mail to Hoover asking them to review their warehouse packing procedures as the use of no packing materials eg paper of bubble wrap will cause items to be damaged in transit.
Yours sincerely,
*********************
Initial Complaint
Date:04/01/2024
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 purchased a Hoover carpet cleaner less than a month ago and its not working properly it leaked water all over my floor.i contacted customer support several times but nobody is responding to me it is under warranty and I want it replaced, but Hoover will not respond to me
Business Response
Date: 04/02/2024
Have reached out to the customer via email to let her know the normal protocol for Warranty is to send the customer to the **************. She has responded that she doesn't want to go to the ************** so I have offered to do a Warranty claim via email. When doing a warranty claim via email it is required that we receive a video of the issue as well as a copy of the receipt (as per the Owner's Manual the receipt is needed for warranty). The customer reached out and said she cannot do the video and doesn't have the receipt. I have let her know without the video and receipt we could not do a warranty claim but did offer her a 15% discount on a new unit excluding any sales items or product bundles. This offer would be valid for 30 days. If this customer does find her receipt and can do a video and the receipt is validated within the warranty timeframe, we would be happy to file the warranty claim.
Customer Answer
Date: 04/02/2024

I am rejecting this response because:
Regardless if I can find a receipt or not, its under warranty I was sold defective machine and you want me to pay and repair it or often be a 15% discount which is ridiculous Im not paying for the machine. I already paid for this one and its under warranty and I want it replaced. I sent him pictures of the machine along with model number and serial number. I am unable to take videos. I dont know why I have to send a video. It doesnt make any sense. I did reach out to the store where I bought it, but they cannot seem to pull up the receipt but its still under warranty regardless of all that
Business Response
Date: 04/04/2024
The customer was originally notified by email that a receipt is required in order to file the warranty claim. The receipt is what validates the warranty. Here is part of the email that was sent to the customer: I am sorry you cannot locate the receipt but in order to file the warranty claim the receipt is required and this information is in your Owners Manual: (This product is warranted against original defects in material and workmanship for 5 (FIVE) years from the date of original purchase (the Warranty Period). This is why we need the receipt in order to validate the date of purchase and the item purchased. Without a receipt, the only other option would be to offer a discount and we can give a 25% discount instead of the original 15% discount on a new unit excluding any sales items or product bundles. This offer will be valid for 30 days.
Customer Answer
Date: 04/04/2024

I am rejecting this response because:
I sent Hoover all the information necessary now my machine is still under warranty and they do not want to replace it theyre trying to offer me a discount on another one which Im not paying for another one. I already paid for this one thats not working properly and is under warranty so I want my claim to remain open until this is resolved.
Initial Complaint
Date:03/18/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 20, 2023, my daughter, *******************, ordered a PowerDash Hard Floor Cleaner. Order #******. This was a Christmas gift. I received it on Christmas morning (12-25-23). On December 29, 2023 I registered this machine on your website. This machine under performed in every way. The water did not disperse properly. The water that was sucked off the floor wasnt dirty. And the brushes on the unit is very poor quality, as it DID NOT clean my floor.After seeing that the water wasnt very dirty, in the dirty water tank, I decided to mop my floor with a regular mop and I was shocked to see how much dirt was left on the floor after using the PowerDash. This machine is defective and VERY poor quality.I called your support team explaining how unhappy I was with this machine and requested a return label. I have attached pictures for them to review; picture of my mop after using your cleaner, pictures of the unit seeing that its still in new condition, as I only used it for about 30 minutes. I had NOT damaged nor misused this machine. Its a poor/defective cleaner. After stating my claim, sending pictures and a video my return request was finally approved and a return label was emailed to me.The unit was returned via ***** and I have documentation that the scrubber was received to Hoover. I have tried to work with your support team without any success. I was told a refund would be issued anywhere from 4-6 weeks, which seems extreme to me. But a refund has yet to be issued. I called the support team again last week stating that it had been over 6 weeks and a refund hadn't been issued and was assured it would be done within a few days, as she entered my claim as "priority." Why does it always have to come to this? They should have made this right weeks ago. But seeing that Hoover doesn't stand by their own policy I find myself having to file this BBB claim. I'd be happy to supply any documentation that you may need.I can supply more proof Thank you for your help!
Business Response
Date: 03/21/2024
An email has been sent to the customer explaining that a refund has been processed for $81.31 on 03/19/2024 and she will get a notification from Shopify. Normally, we do not refund the shipping costs but I have reached out to the ***************** to see if we can go ahead and refund the $9.99 plus tax so her total order of $92 can be refunded.
Customer Answer
Date: 03/21/2024

Better Business Bureau:

Thank you for processing my complaint against Hoover. I was just notified that the refund was processed and received. I think it should be safe to close my claim.

Regards,

*************************
Initial Complaint
Date:03/11/2024
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.
In January 2022 I purchased a Dirt Devil vacuum from Target; Dirt Devil has the receipt, think it was around$200. It didn't work, took it back to Target within 1wk of purchase, They would not trade it out stating it had to go back to Dirt Devil. Sent it to Dirt Devil/TTI Electronics. Asked for replacement or refund. They sent me a vacuum not of my choosing. It's too heavy & bulky for me to use & told them this. Asked why can't I pick my own or refund me. They sent 3 more, none of them worked. The last one sent wont pick up a piece of sewing thread & spreads dirt rather than pick it up. They said my original was out of *************** would do nothing more. Had me take the entire thing apart looking for clogs, there were none. If they are replacing with a new unit the warranty should be with it. To me it seems they are refurbished and mine was new. I don't think it's right & am ridiculously tired of them. It's appalling how long this has gone on. I'd like a refund or at least let me pick my own vacuum.
Business Response
Date: 03/13/2024
Have reached out to the customer via email. She has stated she would like a refund or a replacement of her choice. We cannot do a refund since the original purchase was from 09/14/2021 thru Target. We have replaced units for the customer 01/19/************, **/**/************ but customer didn't want the same model and even though we are supposed to send same model under warranty, we had her send that one back and sent UD78710 on 06/14/2022. The customer contacted us again and we sent out another replacement on 11/13/2022 UD78710. The customer contacted us again in 2023 and needed another replacement. At that time, she wanted to pick out her own unit but based on the warranty the customer doesn't get to pick out a unit, we would give a comparable model and since she didn't want UD70188 or UD78710 we sent UD70167P on 11/15/2023. She contacted our office on 11/16/2023 stating she didn't want this model and called on 01/26/2024 and and stated she had wanted to pick out her own unit. She was told on 01/26/2024 call that the warranty expired on 09/14/2023 and the one time courtesy replacement we had sent on 11/15/2023 had no warranty so she would have to take to a ************** if she was having an issue with it. As a courtesy, since the customer has been so unhappy with the units we have sent we are going to allow her to look at dirtdevil.com and pick out a vacuum. Once we receive the cut cord/label pics on the UD70167P unit she has right now we will send out the unit of her choice as a one-time courtesy and going forward there will be no warranty on that unit and no more replacements since she is no longer under warranty.
Initial Complaint
Date:03/01/2024
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.
In December I purchased a vacuum from Oreck as a Christmas gift. When it was opened on Christmas, we noticed there was a rattle in the vacuum like something was loose or not connected properly. I contacted Oreck right away, they wanted me to take my new vacuum to a repair shop instead of exchanging it for a new one. After this response I told them I would like to return it. The return process is very strange. You have to fill out a form or talk to a person (I did both) and then you have to wait 48 hours for a return label. My return labels never showed up. I have made many attempts to call, the wait times are over an hour and with my schedule I do not have a lot of time to stay on hold only to have to hang up or get someone, be promised a solution, wait for. the return labels that don't show up, and have to call back again. I have records of when I called and a screen grab for the first time I put in the return form for return labels. At this point I feel like this vacuum company is a scam. I have had their faulty vacuum in the box ready to go back since Christmas. I would like to finally resolve this issue, return the item, and have the refund issued. I know I receive there emails because the promotional emails come through just fine.
Business Response
Date: 03/01/2024
The customer was contacted via email apologizing and letting him know an expedited request has been put in for a prepaid label to be sent to him via email. Once the unit is returned back to us we can start the refund process.

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