Hoover Company

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By -

PENN YAN, NEW YORK -- This is a copy of a letter I wrote to Hoover summing up my experience with the Wind tunnel and the Hoover company. I am writing to inform you of my experience with your product and company that led me to decide never to purchase and/or recommend Hoover to anyone ever again.

Having had a dependable Hoover Elite for 11 years, on 9/21/05, I purchased with confidence a Hoover Wind Tunnel Self-Propelled Ultra (Model U6439-900) to replace the Elite when it needed repair for the 2nd time in the eleven years.

Having used the Wind Tunnel approximately once every 3 weeks for about an hour, it suddenly started smoking and stopped working in December of 2006. Because I was sick, it was a few weeks before I could bring it to a repair place. In looking online for Hoover Service, there were none inside an hour from where I live, so I brought it into a local person just to get an idea of what was wrong. In fact, I brought the Elite in too.

When I went to pick them up, the Elite, just needed a new belt and was returned to me working fine. The Wind Tunnel, I was told, needed a whole new motor and it would cost approximately $179 for the motor alone, not taking into account labor charges to replace it.

Now, the 1-year warranty did indeed expire in September of 2006, however, with just three months over the warranty, it seemed wrong to have a machine that cost $240 break to the point where an entire new motor was needed. Did I expect belts to break? Sure. Maybe even to have some clog problem? Sure again. But for a motor to die completely after such a short time? No way- that screams out bad product.

In an attempt to figure out if the price for the new motor was accurate, I called two Hoover certified vacuum repair shops in the Binghamton area for comparison. When on the phone with the first shop I was told that they no longer service Hoover because of all the problems they have had with the company honoring warranty. They also stated that the Wind Tunnel has been the most frequent broken vacuum that they have seen in a long time.

The second shop essentially stated the same. They still service the machines but would never recommend anyone to buy them. I found these opinions fascinating because I made the purchase based on a Consumer Report recommendation of the product. So, having a hard time believing this, I finally contacted your company on 2/5/07.

The first person I spoke to, was of course sympathetic to my plight but told me since the warranty was up there was nothing she could do. I then asked to speak with a supervisor on the issue.

I asked the supervisor (Alison #8454) if she could extend the warranty and pay for the repair, if I absorbed the cost of shipping the vacuum to an authorized service person (it is a very heavy vacuum and is likely to cost upwards of $30 to ship). She said she couldn’t make that offer without knowing what was wrong with it. She apparently didn’t trust the report from the other vacuum repair shop that the motor was dead. Ironically though, she was willing to offer me an extended warranty plan that would take effect after this repair had been taken care of. When I told her that didn’t make sense, she simply stated that is all she could offer.

I then carefully spelled out the financial loss on my part of her plan. If I understand correct, I would have had to pay S&H to get the vacuum to an authorized service person. If they told me it needed a new motor (and in all likelihood they will), then it would still cost approximately $200 to fix. At that time, I am to call the company and see if they might cover it. If not, and it didn’t sound likely by the supervisors tone, then I would also have to pay S&H and a service charge to have the vacuum looked at and mailed back to me - that is if I chose not to fix it. If I choose to have it repaired then I would be putting in approximately $230 into a machine that one year and 4 months ago cost $240.00.

Now I have to ask myself, what kind of company allows this to be the process after one year’s worth of light use on their machine. The answer seems that it is a company that doesn’t care about its consumer or it’s name or reputation.

I find it horrifying that that state of being a consumer is to be at the mercy of warranty plans because companies no longer want to make good products. If the product is worthy, a warranty plan shouldn’t be necessary within the first several years of use.

So with this said, a copy of this will go to Consumer Reports. I think they should be aware that their Quick Pick Recommendation might be costing consumers a lot more money in the long run. I am also submitting the contents of this letter to My3cents.com and review sites such as Amazon.com and Nexttag.com to warn others on this product and the company service.

     
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Hoover---Could any company care LESS about its customers??
By -

DENVER -- After having a couple of Shark cordless vacuums fall apart, I decided to pony up and buy the Hoover Platinum Cordless. The vacuum does work well. I decided to buy a spare battery pack (at almost seventy bucks!!) and ordered it directly from the Hoover site.

Right out of the box, it would not hold a charge. No problem, it has a 2-year warranty, right?? Well, TRY to get them to honor that warranty! Their customer service phone number is long distance, so I tried their web site. First, I tried the link to the "Warranty Information" page. Ha! Choosing that took me to a FAQS page with NO warranty info.

They do NOT want you to have their super-secret email addresses, so they force you to use a "contact us" form, which of course gives you NO record of your communication. I posted my plea there TWICE and several days later got a list of Hoover dealers, all miles away. (Is it too much for me to ask them to simply send me a new battery since I bought it directly from them in the first place?)
Of course, the email from them came from a "Noreply" address. What is it with a company that takes so many pains to HIDE their contact info from its customers?

Finally I decided to bit the bullet and pay for a phone call to their customer service number. I listened to the canned voice SLOWLY telling me at least twice to visit their web site to solve my problem (HA!). Finally I was told that they were closed, and to call back during their business hours, "Monday through Friday, 8AM to 7PM EST" Since I was calling at 9:30 Eastern Time on a Friday, THAT was a surprise!

SO---I called the nearest Hoover dealer from the list THEY GAVE ME and asked if I could bring in the defective battery. The guy there was real nice but says that is a part "We cannot get, you have to get those direct from Hoover" He further told me that Hoover is apparently closing most of their service centers and parts are a nightmare.

What a colossal waste of my time! Talk about a nightmare. I am never buying another of their products. They may or may not make good stuff, but there is no reason in this day and age for their "Don't give a damn" approach to customer service.

JimBob

     
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Too Much Too Late With Hoover
By -

I replaced a carpet machine from Hoover after 16 years of great service. I felt since it lasted so long that my best bet was to do it again. WRONG..

I replaced the old one in April this year, returned in June, got another in July, returned in August and now I have my third, same issues very angry because it fails and then ruins my carpet.

Mt damages are high, 2 rooms of carpets drowned just trying to use the machine for either the first time or the second. I was also forced to spend countless hours trying to return it and in so I was cheated many dollars that I originally spent. This is my last try. I would like to know how to reach them so I can put in a claim for my carpets. I will never buy another after this terrible experience and I tell all that this new machine may seem like a dream since it claims to do so much, but the truth is that it is not capable of sucking any water back up after its original usage. A Vacuum leak of all things that Hoover should be smarter with. It is merely trash and never again could I trust Hoover or the department store where I continued to purchase and return as the price got higher and higher even with the extra insurance I paid for. SO DARN CHEATED HERE..
deetahdee

     
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Appreciate the improvement
By -

Last month I posted a review on my new kitchen and how badly Whirlpool ignored me. I thought if I take the time to post complaints I should be willing to post compliments too.

I purchased the Hoover upright carpet cleaner because my husband brought home a puppy and I expected to need it.

The product did the job and I was happy wit it until the plastic canister that you fill with hot water started leaking. I went online and found a replacement part that cost me $80 bucks. I wasn't overjoyed but a least it could be fixed. Three months later I had to request a new replacement for the same part.
This is where the compliments come in: They sent me a new replacement part that was rebuilt and better than the first one. This replacement part was $30 and I have had it twice the time of the original part and its still working. Later, Hoover sent me a response asking how pleased we are with the part.

While I will not buy Whirlpool next time I need too I will buy Whirlpool knowing that are concerned about their customer.

Way to build customer loyalty.

     
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Warranty
By -

I purchased this vacuum less than a year ago. ( It has a one year warranty on it) The roller brush that spins became warped. I contacted Hoover for a replacement brush, their website said the brush was unavailable, but since it was under warranty to take it to the nearest Hoover authorized repair shop for warranty work. I did that, then I got a bill from the repair shop for 49 dollars, ( about half the new cost of the vacuum). I contacted Hoover, and got the run around, finally they bumped my call up to someone in the corporation office. They gave me the run around also.

So the bottom line is, whatever they say in the warranty, which is in their owners manual, is a false statement. I read the warranty back to the corporate executive and she just said, I can't control what a repair shop will charge.. I said well this is warranty work and your company referred me to this shop for repair, so your company should be liable for any cost, ( as it states in the warranty information, Parts and labor)

Needless to say, I'm never going to buy a Hoover product again, and neither should anyone else.

     
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Products no good any more
By -

Idiots to take a good company that put out an excellent product, everyone used Hoover product good hard working excellent product now pieces of crap not fit for anyone to use give me the old products strong, durable, if you purchased Hoover you know it was good. you failed yourself and the name of your own company.

But I guess its just money to Hoover now not like the ancestors of the company. You will fall!

     
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Rufused to correct mistake
By -

ROCHELLE PARK, NEW JERSEY -- I went on the Hoover web site to order a part for my Hoover Wind Tunnel. I needed a agitator belt that cost $3.95. I put in the information that is required, name of the cleaner I have, the model number, serial number, etc. I told them I need a agitator belt. A window opened informing me of the part that I needed. I then proceeded to order the part.

The part arrived but it was the wrong part. I sent an email back and was then informed to give them my telephone number to look up my order. They then said, "Once we have that, we will correct the error.

I then get an email back saying that I have to talk to the website manager. I then sent a reply back saying that this is not acceptable that I have to talk to the website manager about this problem. I was given an email in case there was problems and that is what I used. If this site was good enough to take my money, then I see no reason why they can not accommodate me. I was then told that I am addressing issues that do not pertain to this location and that I have to utilize the avenue, by speaking to the website manager, for correction.

I then sent an email informing them that I have never heard of anything to absurd and that customer satisfaction is not their priority.

I have not received an email from them since.

     
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