Haan Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I have purchased lawfully, and in good faith, two steam mops since May of 2013. The first unit failed once during the warranty period and was replaced. The replacement failed following the warranty period and I purchased a second identical mop because of how well it performed when it did work. Since the purchase of the second mop in August of 2014, it had required replacement on two occasions.  I'm completely in disbelief that a company would be so arrogant and dismissive as to suggest that a customer is abusing a warranty when the replacements have been authorized by their customer service agents on three separate occasions. At issue with this complaint is the fact that this most recent replacement was over 8 weeks to resolve - if anyone is abusing the system, it's obviously this company who carelessly refused to honor their warranty by not issuing a replacement in a timely manner, for which I can only imagine is to decrease the amount of warranty time that would be remaining from my purchase in August 2014, to deny a subsequent lawful replacement should this most recent replacement fail.I purchased this mop from two separate vendors. My original purchase from [redacted] shows other frustrated consumers (25%) who have experienced this same issue. 17% reported the same complaint from the second vendor, [redacted]. The idea that I "need to do research" on how to take care of this product is laughable given the number other other customers from these reputable vendors who have experienced the same failings from your product.
Regards,
[redacted]

hello,I contacted the customer and left a voicemail with a status update. The customers replacement unit will ship today. Please allow 3 business days for new unit to arrive. I gave customer my direct line to contact me anytime. Please use Order# RMA[redacted] for a reference when contacting haan for a...

status update.Thank you!

I have been trying to get a replacement part from Haan for over a month. If you try calling them, you always receive a recording stating to leave your name and number and someone will contact you. They never do. Then 3 weeks a go, a rep contacted me back via email and said he would see if he could get the part, never heard from him either. I have sent several emails to them, no reply, no call back...pathetic company. Too bad, liked the mop, but will be buying another brand due to horrible customer service

We received 2 emails in the last day regarding this complaint, we will respond accordingly.  We are trying to resolve all open issues but are being bombarded from every direction.  Please use the [email protected] for all correspondence.  Phone calls, messages and other...

forms of contact are making the follow-up process much more difficult and lengthy. Thank  you!

-Complainant cannot provide proof of purchase.
-This claim was forwarded to our insurance company at the time of the original complaint, that company denied the claim based upon the lack of proof of purchase.  Also the use of the product was not consistent with the instruction manual,...

as there was a “resting pad” included with the unit that would prevent the item form damaging any floors.-In this instance it is no different from someone using an iron and walking away from it while in use and having a shirt ruined because the item burned a hole in the shirt.  With  this unit the only way the floor would have been damaged is if the resting pad was not used and the unit was left directly on the floor and unattended for a period of time (similar to an iron).
 
David M[redacted]

I am disgusted with the HAAN customer service. I have had their steam mop and like it. My water tank for my SI-60 broke so I ordered a new one which I received. On the very first use of the new tank the bottom shattered while I was mopping. I sent an email on 12/23. Called the following week and was told that someone would contact me. On 1/30/18 I received a generic email stating that they were sorry I was having issues with my water tank but they had them in stock and I could get online and order one. I sent an email back stating this was completely inappropriate because I just paid to replace one and did nothing to break the new one. I heard nothing back so I called today and spent 20 mins on the phone being told that they could "re-escalate" it to corporate and they were unable to do anything else. I asked to speak to a manager or have the corporate number and was told a manager couldn't do anything different and there is "no number to corporate". He repeatedly told me no one would do anything else for me. I demanded to speak to a manager over and over. He finally said he would get someone, put me on hold and then comes back to say his manager is on a conference call and doesn't know how long he will be but I can wait. He left me on hold for 90 seconds came back and said his manager said his call was going to take longer than he thought and he would probably call me back today sometime. I said, "your telling me he may or will call me back?" He assured me I would get a phone call. Guess what?! No phone call. I'm ready to throw this mop in the trash and never buy another HAAN product again. If I gave this kind of customer service in medicine my patients would be dead. Completely disgusted!

I purchased a HAAN steam mop in January 2017. It stopped producing steam in September. Since it was still under warranty, I contact Customer Service and they sent an RMA. I returned the mop and provided HAAN the tracking number on October 10. I still have not heard from HAAN about a replacement/refund. I have about 15 emails sent to their customer service rep and each one has been responded to "We will contact our warehouse for an update. Please allow 48-72 hours." It has been two months since filing this claim and nothing has been resolved. This is my 3rd HAAN steam mop... prior to this I was happy with the product. I will never purchase another HAAN product.

Review: I own a Haan Garment Steamer and approximately 2 weeks ago I started the steamer up to use. As I was preparing clothes to steam, I smelled something burning. When I looked down at the unit, the power button was melting into the unit, and there were flames shooting out of the unit. My husband and I were able to extinguish the flames safely. I contacted Haan thereafter, however, I did not receive any returned contact. I sent two emails, and also placed a phone called twice, in which I was disconnected after waiting 40 minutes on the phone. In my second email complaint to Haan, I gave them until 7/11/2013 before I would file a complain with the Revdex.com, however still have no heard back from them. I am very upset about this, as my health and safety were at risk because their product caught on fire during use. I would like returned contact to handle the matter.Desired Settlement: A replacement, or compensation for the unit catching on fire and nearly damaging my property would be appreciated.

Business

Response:

I apologize for the difficulty you've been having with your steamer and our response to your problem. In order to examine your steamer, we are issuing a prepaid call tag for your use, and we will issue a replacement steamer upon receipt of your return.

Thank you for your patience in this situation and please enjoy your new steamer!

Thank you,

Haan

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: We had purchased 2 steamers from Haan Usa for gifts. The steamers both malfunctioned within the warranty period. We returned the steamers as directed and have been given nothing but the run around and rudeness from [redacted] at the corporate office at Haans. We own a cleaning business and have bought steamers in the past from Haans but these two steamers in particular were gifts for my mother-in-law and sister that malfunctioned. [redacted] screamed at my husband and myself on the phone yelling that we were not getting new steamers because we did not abide by the warranty. Haans knew from the beginning that these two steamers were personal steamers. [redacted] kept yelling things like "hey lady, I don't care what you say or do, you are not getting any replacement steamers. There are plenty of other companies who sell steamers, go bug them and buy your steamers from them. We don't want your business." What kind of customer service is that?? we tried to re-explain to her once again that they were still in warranty and [redacted] yelled into the phone "when I feel like getting around to doing it I will e-mail you warranty guidelines." [redacted] said that corporate Manager, [redacted] and her made this decision and she doesn't care what my husband and I ever have to say. [redacted] kept yelling into the phone rude things such as "she never wants our business" and she hung up the phone on my husband and I three times when we were trying to ask her questions to figure this situation out. When we finally called her back, I asked her to overnight our 2 steamers back to us because they have had them in their posession for over 4 weeks now. Every week my mother-in-law and sister keep asking when is their replacement steamer coming and we keep telling them hopefully soon. But I guess not now. [redacted] once again yelled into the phone "we will not send them back to you overnight by any means. You will get them, when I decide to send them back to you." Who talks like that? What kind of customer service is that?Desired Settlement: Ofcourse we would like2 new replacement steamers like we are entitled to because these two that we returned were a gift and were being used for regular household use as the warranty states.

Business

Response:

On 8/6/2013 complainant stated to Haan's call center that she needed 2 units replaced as soon as possible because they were for her business. On 10/22/13 Complainant called Haan's call center again regarding another return stating she needed the replacement as soon as possible because it was for her business. On 11/30/13 customer again called and requested to return the 2 units from her business as the replacements were no longer working.

Review: I ordered HAAN Multiforce Plus model SS-23 from [redacted] on May 8, 2013. I had to go to Virginia during the summer. Upon my return, In October I tried to use the steamer and it would not produce steam at all. On October 18, 2013, I called customer service at ###-###-#### and explained that it looked like something was wrong with the container for the water. The water was not leaving the container. The representative told me that it sounded like something was wrong with the cap. I instructed me to FAX the proof of purchase and he would send a cap to me free of charge. I FAX the proof of purchase and waited a week without hearing from HAAN. I called again and was told that I needed to FAX the proof of purchase; I explained that I did. We confirmed the FAX number, ###-###-####, and he gave me a number for my account, [redacted]. I was instructed to FAX it again which I did. I called again on November 8 to follow-up and was told that they still had not received the FAX. We reviewed the FAX number for HAAN again and I did the FAX a third time. He gave me another number that was called [redacted] for my account at this time. I called on November 15, 2013 and was told that they still had not received the FAX; I told him that my machine says received. I explained that I had just sent a FAX to my brother and it was received. He apologized for this problem and said that I can't send anything back until they receive the proof of purchase. I told him that I am sending it. I asked if he could get it from [redacted] and he said that I needed to send it. Also I would have to pay to return it because it was past the 30 days. This time I sent a FAX and waited later that day and sent another FAX. I called on November 15, 2013 and spoke with a man who said that he was [redacted]. He reported that they are not receiving any of my FAX. He suggested that I send and email to [email protected] which I did, twice. I called November 16, 2013 and spoke with a man who said he was Alex. He told me that they had not received any of the FAX or the email. Again he apologized and seemed concerned that I have been dealing with this since October 18th. He said that he would check with a department that would receive the FAX and emails and for me to call back. I called again on November 18, 2013 and spoke with a man who said that he was [redacted]. I explained what I had been going through and he reported that they still had not received my FAX or emails. He asked me to hold because he said that he wanted to help me. I held for several minutes. He returned and told me that he would have a supervisor contact me to see what was happening. I have not heard from the supervisor that was suppose to call me.Desired Settlement: The steamer has not been used at all because it has not worked so everything is still new. I am tired of dealing with HAAN and I would like a refund to my [redacted] card.

Business

Response:

We have contacted the customer and have received the proof of purchase and are sending a replacement unit as per our warranty.

Review: On August 14th, 2013 I placed an order with HAAN USA and received an item a week later. I wanted to return it and could not get in touch with customer service. When I finally did several weeks later, they issued a return authorization number and I paid $26 to ship it back. To this day there is no refund for my return even though the tracking number shows that UPS delivered it and [redacted]. signed for it. Order #[redacted] It is just unbelievable that two months later I still haven't received the money back.Desired Settlement: Full refund back to my [redacted] card. $139.95

Business

Response:

Customer was a [redacted] customer. Customer should have contacted [redacted] by filing a dispute on their website. We cannot refund her money, because she filed a complaint with her credit card company. We cannot issue a refund, this will now be handled by the customer's credit card company.

Review: Yes I purchased a Haan steam floor cleaner in dec 2012! I made purchase through [redacted]. Product did not last very long. It broke about 4 months after purchase. I contacted Haan they said I could take to a repair shop or send to them. Since was new product did not want to take to repair shop wanted it replaced. Besides found out after calling company for 2 months I would have to pay for repair not Haan. The o Lyon option I had was to send to them at my expense for replacement. I decided okay will send. Took cleaner to UPS for shipment. Was told by UPS would cost me $120.00 for ground no less. I was upset and contacted Haan back said shipping would cost me same amount I paid for cleaner and didn't feel was appropriate resolution. The product was new. It won't power on. Was informed by customer service was not their problem and would not help me. This is a really bad way to conduct business. I can go buy a new one for what I would pay for shipment back to them. I am very disappointed in how this has been handled. I want the item I purchased to last more than 3 months I want Haan to stand behind their product.Desired Settlement: I want a new steamer to be sent to me and if they want the broken one then they need to pay for shipment since same price of item. It's ludicrous to think I would spend $120.00 to ship it back.

Business

Response:

I apologize for the delay in response to your request.

The shipping cost for a retun to our Distribution Center should be no more than $20.

We are going to issue a call tag so that you can return the unit pre paid freight and we will issue a replacement unit upon receipt of your return.

Please enjoy your steamer!

Thank you,

Haan

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:I was willing to accept offer however the company has not followed through with their offer. They were to issue a call tag at their expense to ship my item back to them for replacement. That was Monday! It is now Friday I have not received the shipping label. It doesn't take a whole week to issue a call tag it takes 5 minutes I know as I worked with a company that used UPS for shipping. It took one phone call that's all. I am very disappointed in how this has been handled. I will never buy from Haan again or recommend them to anyone. So this complaint still stands.

Regards,

Business

Response:

A return shipping label has been emailed to the consumer.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

They have not emailed me a shipping label. At this point I am disgusted at how this has been handled. Why should I have to print a label taje to UPS and ship. My time is just as valuable as theirs. What needs to happen is a call placed to UPS and a call tag issued. Then UPzs will pick up at my door. Why should I have to do all the work for them. They don't seem to care about customer service. This is a bad company and deserve a bad rating from Revdex.com. I'm done this company has no clue how to handle customers.

Regards,

Business

Response:

We did send an SI-70 to [redacted] on 8/2, and the tracking number shows the package was delivered.

Thank you

Sales Coordinator

HAAN Experience Steam. Discover Clean.™

1828 William Penn Way

Lancaster, PA 17601-6711

P: ###-###-####, F: ###-###-####

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I purchased the unit 7/13/13 and paid $97.44. I was very pleased with the unit the first time I used it. However, the [redacted] literally had a melt-down the second time out. The tip of the hand-held unit melted and will no longer fit into the stick handle. Totally inoperable. On 9/30/13 I spoke with [redacted] in Haan's customer service dept. [redacted] opened [redacted]. I was told that I would have to pay to ship the unit back to Pennsylvania. The UPS quote was $70. I was told that even though the product is defective it is my responsibility to ship the unit back.On October 15,2013 I sent an email to Haan customer service/repair manager,"...I feel that your warranty policy is unfair to the consumer as Haan expects the consumer to pickup the tab to ship the unit when the unit is clearly defective".I also noted that Haan's technical folks will not get a chance to examine it to see that there's obviously a problem with the unit. On Jan.2 2014 I sent a letter to [redacted] Haan,President and to Haan's director, **. [redacted]. To date, I have not received a response to my emails or to either letter to **.Haan or **. [redacted]. I did however receive an "automated system" email asking me to review the [redacted]! However, Haan was unable to process my review because the [redacted] was "out of stock".Desired Settlement: I recently had to return an item to a company and the company arranged for UPS to pick up the item at my door, next day, at no charge. I would think that under the circumstances the Haan Company would do the same and send a replacement [redacted]. Out of courtesy I have not reviewed the product on Amazon as I wanted to give Haan a chance to replace the unit. Note that currently Haan offers 'free shipping' for any purchase over $125. Seems to me that they can afford to replace a defective unit.

Business

Response:

This complaint is about our waranty policy. We are in compliance with our policy.

Warranty Information

One-Year Limited Warranty

Your HAAN® Steamer is warranted to be free from defects in material and workmanship for a period of one (1) year from the date of purchase when utilized for normal household use by the original purchaser only.

Should any defect covered by the terms of the limited warranty be discovered within one year, HAAN® Corporation will repair or replace the defective part. To process a warranty claim, contact customer care at ###-###-#### for further assistance and instructions. A customer care agent will conduct trouble shooting in an attempt to fix any minor problems. Should trouble shooting not provide any result, a return authorization will be issued. Proof of purchase is required and should accompany the return. Freight costs must be prepaid by the purchaser.

The liability under this warranty is limited solely to the cost of the replacement parts or the complete unit at our option. Labor charges are not included.

This warranty is extended to the original purchaser of the unit and excludes all other legal and/or conventional warranties. The responsibility of HAAN® Corporation, if any, is limited to the specific obligations expressly assumed by it under the terms of the limited warranty. In no event is HAAN® Corporation liable for incidental or consequential damages of any nature whatsoever. Some states/provinces do not permit the exclusion or limitation of incidental or consequential damages, so the above may not apply to you. This warranty gives you specific legal rights which vary from state to state or province to province.

Warranty Notice: failure to complete and return the product registration card will not diminish your warranty rights.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this

response because: I believe Haan's warranty policy is misleading and does not

support basic good-business tenants. Haan expects the consumer to pay $70+ to ship

a $97 defective steamer back to Pennsylvania. The Haan Company does not supply

a list of repair businesses where I can locally take the defective steamer and that

supports Haan’s warranty.

I am very disappointed that the Haan Company stubbornly stands

behind a policy that hurts the consumer and hurts their company as well as they

have a defective product that they will never have the opportunity to inspect &

find what’s wrong in order to improve their product.

Regards,

Review: I purchased a machine from HAAN Corporation. The unit was defective upon receipt and returned. HAAN should incur the costs of shipping a defective unit, not the customer. Now I have no product and have spent $27 shipping for nothing. I have contacted HAAN twice concerning the issue and they reply they do not pay shipping costs. It does not specify on their website that they will not cover the cost to return an item that doesn't work when you receive it. I understand I would be liable for shipping if I changed my mind, or if I had been able to use the item and returned it under warrantee. Shipping a defective item is not the same thing. Is there an organization that can help me with this complaint?Desired Settlement: A refund of $26.86. I have receipts.

Business

Response:

Our return policy is on our website under "Refund and Exchange"

HAAN Refund and Exchange Policy

Updated: July 26, 2013

Unless otherwise stated, any purchase made directly from HAAN, online or through our call center, may be returned within 30 days of purchase for a full refund of the purchase price (less shipping and handling). HAAN will refund the purchase price, but not provide a product exchange. If you are not completely satisfied with your purchase, you may exercise the 30 day money back guarantee by following the instructions below:

How to Return an Item

You must contact our customer care at ###-###-#### to request a return authorization (RMA) number.

The RMA number must be clearly and prominently displayed on the outside of the shipping box.

Ship your returned item bearing all expenses related to shipping charges to the address provided by customer care.

Once items are received, a refund will be issued for the purchase price less shipping and handling

I purchased a HAAN Multiforce Pro in January 2014. I didn't start using the steam cleaner until October. The unit stopped working in December after just 2 months of weekly use. I took the unit back to the store that recommended it and was told I had to work through HAAN because it was still under warranty. The unit was sent back and replaced in February 2015 with a new unit; however, no additional warranty was extended. This unit's CR scrubbing motion stopped working after only 6 months of use. I took the unit back to the store for repair and was told they could not get parts to fix it and I would again have to go through HAAN. HAAN will not provide me with any avenues to repair this unit which cost in excess of $250. They no longer respond to my emails. The only option given was to provide a discount on a new machine (no amount provided). I only wanted this unit to be repaired and was told by the my dealer that HAAN does not repair anything after the warranty expires. This is unacceptable. This company should be sanctioned for selling products that do not last and not standing by what they produce with repair options.

Review: I purchased a steam cleaner from HAAN and I am very disappointed that while using the machine the water tank started pouring water from it and therefore causing an excessive amount of water to go on my feet and my floor but when I call they can not even replace the water tank. I was pretty much in a round about way told , "sorry about your luck". When I pay almost $200 for a product I don't think I should have to replace parts on it so quickly!Desired Settlement: I think that they should either replace the entire unit or at least send replacement parts for it!

Business

Response:

The customer was provided incorrect information, the broken part is covered under our warantee and we will send a replacement.