TTI Floor Care North America

[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.] Revdex.com: 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, [redacted]

This customer was advised by two different email representatives to have the product looked atThe customer never contacted us via phone, it was all done by email..Customer states the hose broke and it will need to be looked at to see why this happened If she thinks it is a manufacturing defect, it will be covered under the warrantyIf they can't replace./repair the part the vacuum will be replaced under the warranty I have listed two service centers located in her area, we search by the customers zip codeMY ORECK STORES [redacted] ** [redacted] [redacted] *** BEST VAC [redacted] ** [redacted] [redacted] ***

This customer placed the order 8/1/via website, we quote 5-business days for deliveryOur website shows the following: [redacted] uses [redacted] as the carrier to ship our products when the Standard Delivery option is selected at checkout.All orders will be processed for shipment within one to two business days and received at your home within seven to ten days.Shipment and delivery days are Monday through Friday, with the exception of national holidays.Standard (5-Days), Express (Day), and Next Day (overnight) shipping costs are determined by the total dollar value of the order before tax in US I have listed the tracking number [redacted]

He stated that he will not go back to our service center [redacted] I don't have a problem replacing his vacuum sight unseen, he would have to ship it into us at his cost I am not sure who offered him a replacement? If a replacement is what would be given depending on the vacuum after inspectionThe warranty does not start over, it continues (that is why we advise the customers to hold on to there original receipt)If a replacement is sent, it will be the same model (unless not available) He did send in another repair cost of $and it was for an un-authorized service centerWe will not honor an un-authorized service center, due to having an authorized one in his areaIf he has an issue with our authorized service center, I can forward his complaintThe customer has been told that [redacted] Vacuum wants $which he would get back if determined a manufacturing defectHe still refuses to take the vacuum thereWe have no control over what fee the service center wants to charge a customer They are independently owned, and do warranty work for our companyWe can make sure the customer gets the fee back, if it is determined to be a manufacturing defectIf we do send out a replacement, we can not start the warranty over

I will await the testing results.The carpet cleaning machine which I returned damaged my family room carpet which was new and installed in July

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

The customer did contact us, via phone and emailUnfortunately, we can not offer a refund for a product not purchased directly from usOur policy is to repair or replace under the warrantyWe can offer a different model, but not a refund at this timeWe sent the customer an email requesting a copy of her receipt on 10/16/2017, never receivedLIMITED TWO YEAR WARRANTY (DOMESTIC USE)WHAT THIS WARRANTY COVERSWhen used and maintained in household use and in accordancewith the Owner’s Manual, your HOOVER® product is warranted againstoriginal defects in material and workmanship for a full two years from dateof purchase (the “Warranty Period”)During the Warranty Period, Hoover®will provide labor and parts at no cost to you to correct any such defectin products purchased in the United States, U.SMilitary Exchanges andCanadaHOW TO MAKE A WARRANTY CLAIMIf this product is warranted, take or send the product to either a Hoover®Sales and Service Center or Hoover® Authorized Warranty Service Dealeralong with proof of purchaseFor an automated referral to authorized serviceoutlets in the U.S.A., phone: 1-800-944-OR visit Hoover® online atwww.hoover.comFor additional assistance or information concerning thisWarranty or the availability of warranty service outlets, call the Hoover®Consumer Response Center, Phone 1-800-944-9200, Mon-Fri 8am-7pmESTIn Canada, contact Hoover® Canada, Carson Building, Carson St.,Etobicoke, Ontario [redacted] ***

I have contacted this customer, and left my direct phone number via voice message

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Unacceptable The replacement was a new machine and it was provided with a written year warranty Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I do not find this response appropriate in the leastThis company willfully sells this product despite numerous reviews that it breaks and becomes ineffective shortly after the warranty expires, as indicated overwhelmingly here: https://www.amazon.com/DIRT-DEVIL-EasyLite-7-2V-Cordless/product-reviews/B00431P...⇄ company is knowingly misleading consumers and actively taking advantage of customers by continuing to sell this product and refusing to exchange the product after one year of minimal use Regards, [redacted]

The customer has been contactedShe will receive a label to have the product brought back to usShe will also receive a refund for the product ($199.99), a refund for the rental ($38.01) and is ok with this decision

I just spoke to [redacted] *** (complaint received from [redacted] ***) regarding there vacuumI advised her to not pick up the vacuum from the service centerI advised I will send out a replacementCustomers address was verified and the order has been placed

Unfortunately, if the customer does not have the original receipt that shows the date of purchase we can't replace the unitThe original receipt would be proofIf the customer does not have the receipt, we can off a discount on a newer model

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I hva eno way of verifying date of purchase They need to stand behind their productIf they dont, they lost a customer for lifeWill not buy any of the brands they make or represent

This customer contacted us on 4-10-and advised us that he purchased it from a [redacted] The representative advised him that he had a 2nd hand purchase and there was no warrantyThe representative also offered the customer a 30% discount on another productHis complaint states that he purchased it new in a boxIf that is the case, we would need the original sales receipt that shows the date it was purchased and from where

I contacted this customer and advised he will receive instructions on getting his vacuum replacedI sent the instructions while he was on the phone with me

This customer states that he has already taken the vacuum into one of our service centers

I have contacted the customer at the number provided [redacted] The young man that answered, stated this was not her numberI also verified the number dialedI have sent the customer an email to contact me direct

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The company did call me after receiving a complaint on the Revdex.com, and I believe that is the only reason they called The first rep I spoke to at Hoover was not helpful or courteous The second rep was courteous and helpful My carpet cleaner is working now However, I will not be a future customer of Hoover based on the treatment I originally received Regards, [redacted] ***

This customer has been corresponding via emailThe customer was sent a email this morning at 8:37am ESTPer email: We would like to apologize again for any inconvenience that you had with receiving your Hoover ordersWe will be more than happy to issue you a refundPlease forward a copy of your receipt to my attention (supervisor [redacted] mentioned in his complaint)The part that we sent you should arrive soon Unfortunately, I don't have an exact date when the tank will be delivered to youWe are shipping to a APO address due to the customer being over seas