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

  8405 IBM Dr Charlotte, NC 28262-4331

• 

  Oreck

  10 - 7780 Woodbine Ave Markham, ON L3R 2N7

• 

  TTI Floor Care North America

  270 Thf Blvd Chesterfield, MO 63005-1140

• 

  TTI Floor Care North America

  6107 Mid Rivers Mall Dr Weldon Spring, MO 63304-1105

• 

  Oreck

  3899 Mid Rivers Mall Dr Cottleville, MO 63376

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/13/2024

  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.

  Purchased Hoover Floormate deluxe Model Fh40160. User guide states do not return to store contact them. Unit leaks water. Multiple attempts to contact Hoover via their support line and chat are unsuccessful. waiting times of over 60 minutes via both methods before hanging up. Even used call back feature and never received a call. when trying to return to store, was told unit was beyond 30 days can't return.So they don't want you to retunr to store, won't answer their support lines and customers are left holding a defective product.

  Business Response

  Date: 02/13/2024

  An email has been sent to the customer with some troubleshooting steps.  If the troubleshooting steps do not fix the issue then we can start a warranty claim as long as the customer has a receipt and it is within the warranty timeframe.

• Initial Complaint

  Date:02/12/2024

  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.

  Hi. Hoovers hours of support do not match my open hours to call. I tried to chat but my chat was disconnected. I bought a brand new Hoover carpet cleaner. It turns on but the water doesnt move through the system. I also see no lights come on when I press the heat or dry only button I read online and did troubleshooting. I added warm water to both containers and let run for a while. No change. The item is snapped in and everything is brand new so it should work just fine. I checked everything and it still doesnt work. Target recommended contacting you. The kid to the vacuum itself has a new cracks in it from shipping but it doesnt affect the way it runs. I will try to attach photos. Can I please get a return label and get a new one? Target told me it would be best to go with you. I attached photos with the model info.

  Business Response

  Date: 02/13/2024

  An email was sent to the customer on 02/12/2024 with additional troubleshooting steps.  If this doesn't fix the issue then we can file a warranty claim for a replacement.

• Initial Complaint

  Date:01/31/2024

  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 dirt devil vaccuum at my local ******* on 4-3-2023. It is not picking up anything from the bottom of the vaccuum. I only have carpet in ************ of my house the living room and it already needed one belt replacement that dirt devil sent me and now the belt broke again. It is under a two year warranty and I either want a new vaccuum or my money back as this vaccuum is not picking anything up. It was ***** plus 6 percent sales tax when purchased. It is model number UD78710V.

  Business Response

  Date: 02/01/2024

  Emailed the customer with the following information:
  *We have provided 2 (one-time courtesy) belt orders outside of the warranty review, with no proof of purchase on file.  
  *We will not provide a replacement unit. Belt breakage is not a manufactured defect that would warranty the replacement of a unit. Belt breaking is due to normal wear and tear. 
  *We cannot provide a refund on another sellers sale.  

  Customer Answer

  Date: 02/02/2024

   
  I am rejecting this response because:  This is horrible customer service on the part of this business.  What kind of warranty is provided when you have to purchase the item at a specific place?  Of course they should be sending another belt for this vacuum.  Never have I owned a vacuum where I have needed to replace the belt twice within a three month time period.  This is a shame that the business will not or cannot provide a refund for this product or will not replace this product.  To say I have not provided adequate proof of purchase is ridiculous, as the receipt of purchase was attached to the original complaint.  

  I will never purchase a dirt devil product again and even if they will not provide any resolution to this matter, they need to understand that word of mouth is a powerful sales motivator.  **************** should be their number one priority.  I will make sure that all of my friends and family know the defective product and features that I have dealt with with this purchase and the poor customer service that I have encountered. 

  This company should be ashamed of itself and its poor customer service and poor response to compliant resolution. While I would hope that they would offer a more responsive and adequate resolution after receiving this response from myself and would also hope for the better business bureau to understand the consumer's rights in this matter, I am not holding my breath.

  Dirt devil- you have lost not just one customer now but several more, as I stated word of mouth drives sales.  I am sorry that you cannot stand behind your products.

  
  

  Business Response

  Date: 02/02/2024

  Email to customer: 

  
  Our team's review and reply to the Better Business Bureau Rejection Letter.  
  
  We're unable to assist with refunds for purchases made elsewhere. 
  Unfortunately, replacing the unit wouldn't be covered under warranty since the issue is related to maintenance. 
  Our company emphasizes providing prompt and courteous service. Outside of having the receipt at the time. We have provided 2 free belts as a one-time customer courtesy (The 2nd free belt order shows in route tracking# **********************.) 
  We did receive the receipt image that was attached to the BBB complaint. Please, know this image will need to have the full date of purchase visible to start the warranty from the date of purchase, for any manufacturer warranty issues found within the warranty timeline of 2-years starting of the date of purchase. (The receipt with full date can be attached to this email to have on file) 
  As mentioned previously, belts are considered consumable items like air filters and require regular replacement as part of proper maintenance. This helps ensure optimal performance and longevity of your vacuum. 
  To avoid similar issues in the future, we recommend following the maintenance schedule outlined in the owner's manual. It includes recommended belt replacement intervals and other helpful tips. 
  
  We understand your frustration that the replacement belts need to be purchased, especially after we provided you with two previously. 
  Thank you for your understanding and for letting us resolve the issue. 

• Initial Complaint

  Date:01/29/2024

  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 Cleanslate carpet and upholstery spot cleaner on 12/21/23 from **** ***** for $119.99. When I bought it, I brought it home and opened it and disposed of the box because I expected it to work when I needed it, but I used it later in January and it did not work. The unit would turn on, but no fluid would enter through the tubing to properly shampoo the carpet. I tried all the troubleshooting methods mentioned in the pamphlet and also investigated ideas online and none of them worked. I tried to return it to **** *****, but they won't take it without the box even though I have the receipt and it was within 30 days. I have attempted several phone calls to Hoover at **************, but no one ever answers and there isn't a way to leave a message. I tried going online to submit the warranty form, but every time I try to submit it, it says there is an error. On the webpage it says to hit the chat button at bottom of the screen to chat with customer service, but there is no chat button that I can find for live chat. It is now past *************************************************** submit the form and there is no email to use to contact customer service. I would like my money returned and to have a way to return the device, but I don't know how to even though it should be covered under 90 day warranty. I am hoping BBB can assist with communication since thus far I have been unable to reach customer service for my warranty return.

  Business Response

  Date: 02/01/2024

  I have reached out to the customer and asked her to send in a video of the issue and will provide troubleshooting steps to see if we can fix the issue.  If we cannot get this unit working properly then we will file a warranty claim for replacement.

• Initial Complaint

  Date:01/19/2024

  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.

  As you'll benefit from reviewing the entire email chain related to my warranty claim with Hoover (a vacuum brand owned by *************** TTI Floor Care, I've attached it here for your consideration.The BBB site does not allow me to upload my supporting video documentation which was created (and submitted) by request of Hoover.Thank you in advance for considering my case.*************************** ************** **************************** ******************************************************************************** **If emailing, please be sure to include the word "email" in my address. Thank you.

  Business Response

  Date: 01/19/2024

  Called customer. Agreement with the ********************** Advocacy Team of newer model replacement (completed) prior to sending cord label process under the warranty of his second unit purchase date of 8/12/2019.

  Customer Answer

  Date: 01/21/2024

   
  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 for your swift response time and assistance in remedying this issue.

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

  
  

• Initial Complaint

  Date:01/04/2024

  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.

  I purchased a Hoover carpet shampoo machine in February 2023 and have attempted to file a warranty claim as the machine is stated to have a 2 year manufacturers warranty. It suddenly stopped working one day, simply won't power on. I attempted sever times in December 2023 to register the product on the hoover website and file a claim. The website would not save my registration despite getting confirmation codes and each time I try to fill out the warranty form I get a "page cannot be found" error when I click submit. Each time I try to call customer service I end up hanging up after waiting on hold for over 60 minutes. It seems that while they advertise a warranty there is no way to file claims against the warranty.

  Business Response

  Date: 01/05/2024

  Have reached out to the customer via email and apologized for him not being able to reach someone in Hoover ***************** Requested additional information so we can file a warranty claim to get him a replacement and resolve his issue. 

• Initial Complaint

  Date:01/02/2024

  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.

  I purchased a carpet cleaner in March of 2023 the motor caught smoke and fire. I called HSN who said its Hoovers problem under warranty, I called Hoover who said its under a year return it to HSN. I just want another machine asap please

  Business Response

  Date: 01/02/2024

  An email has been sent to the customer asking for additional information regarding their unit.  Once I have that information I can go forward with the warranty process to get the customer a replacement unit.

  Customer Answer

  Date: 01/08/2024

   
  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:12/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a floor cleaner. It quit work about 2 months ago. Ive have called several times, text, email and called. I either get Ill transfer you and then nothing. Or all the above. No response. I just wanted a replacement but ***** get hold of anyone to do this.

  Business Response

  Date: 12/22/2023

  An email has been sent to the customer asking her to do some troubleshooting to see if we can get her issue resolved.  Once we receive information back from the customer we can go to the next step which would be a warranty claim if her unit is still not functioning and as long as she has a valid receipt of her purchase.

  Customer Answer

  Date: 12/25/2023

   
  I am rejecting this response because:
  For one I have not gotten an email from them. 2) we have done everything possible to resolve this. 3 my receipt is on the website. 

  Business Response

  Date: 12/30/2023

  Resent email to the customer that was originally sent on 12/22/2023.  We do have the receipt on file. Once the customer provides the information requested such as a video showing the issue, we can continue with the Warranty process to get the unit replaced if the troubleshooting steps/video show the unit is not working properly.

  Customer Answer

  Date: 02/06/2024

   
  I am rejecting this response because:
  
  I have not heard any more from Hoover on an exchange for the floor cleaner. Not sure what to do from here.

  Business Response

  Date: 02/07/2024

  The customer has been contacted via email on 12/13/2023, 12/22/2023, 12/30/2023 but no response back from the customer. Another email was sent 02/07/2024 as well as a voicemail message was left asking the customer to respond to the email requesting additional information.  A response from the customer was received 02/07/2024 via email and now we have requested a video of the issue so we can file a warranty claim to get her issue resolved.

• Initial Complaint

  Date:12/22/2023

  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.

  Purchased a Powerdash Pet on November 27, 2023 due to the advertising and manual showing a flip window for easy cleaning and maintenance. Upon receiving it did not have the flip window. **************** states the model was changed and no longer has a flip window despite the advertising, maintenance video and manual all showing it. Hoover refuses to exchange my product and told me I'm out of luck despite their false advertising. I did my research and bought this model specifically for the flip window. This is an illegal business practice and even though they admit they are in the wrong, they are refusing to correct the situation. LIARS AND CON ARTISTS. Will be reporting to the BBB as well for illegal business practices. DO NOT PURCHASE FROM HOOVER.

  Business Response

  Date: 12/22/2023

  Have reached out to the customer via email explaining that the item she ordered does not have the Flip Window feature but there are two other models that have that feature.  She has been instructed to get back with the seller on Amazon to get a refund so she can place an order for the item she wants.  On the specific model she purchased it did not state it came with the Flip Window so there was some confusion since there are multiple Power Dash Pet models. This has all been explained in detail to the customer along with an apology for any confusion.

  Customer Answer

  Date: 12/22/2023

   
  I am rejecting this response because:
  

  Per the attached screenshots you can see that I was admitted to that there was an error and the compromise that customer service tried to provide was to tell me to purchase another vacuum and that they'd send me a free bottle of cleaner for the error. Unacceptable. The model I purchased DID HAVE a flip window per the customer service rep but when the model was changed, Hoover never changed the advertising or the manual, both of which still currently show the flip window. This is not my error and I specifically picked this model due to the flip window. I am not asking for a refund I just want an exchange so I get what I paid for.

  Business Response

  Date: 01/02/2024

  Have sent another email to the customer explaining that ********************** does not have anything to do with Amazon's advertising on the products sold.  This particular unit has three different models and it can be confusing when placing an order so you do have to be careful that you are purchasing the item you want.  The customer purchased the unit from Amazon not directly from Hoover so she has been informed that she will need to go back to Amazon to exchange the item for the item she wants.  They may have her return the other unit and place a new order for the newer model she wants with the Flip window. We have sent the customer the manual for the model she purchased. 

• Initial Complaint

  Date:12/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the vacuum in 2021, the hose broke and I was sent a new vacuum in 2022, the new vacuum broke a couple of months ago with the same issue and battery no charging. I contacted the support line and have had to send all requested documentation over 10 times!

  Business Response

  Date: 12/23/2023

  Sent an email to the customer apologizing for her experience.  She has been sent instructions for next steps in warranty process so we can get her unit replaced. Once we have received the required pictures of the cut cord/label then we will send out her replacement vacuum.