[X]
Feedburner count

Hoover Company Vacuums

Star Half star Empty star Empty star Empty star
12 Reviews & Complaints

Most Popular | Newest | More Options >
More filter options:
Hoover Vacuum melted carpet
Posted by DeePJbee on 09/04/2009
Hoover Vacuum Cleaners Melt Carpet!

This is not just another disgruntled kook blowing off steam because a company he bought from didn’t respond to his complaint. This is a serious charge rightly levied against Hoover Vacuum for inadequately warning consumers how their Wind Tunnel vacuum cleaner can literally melt carpet when it lies idle on a staircase rung.

Inadequate Warnings!
The owners manual, which I read thoroughly before I even turned the machine on, warns that when vacuuming stairs the unit should be left at the bottom of the staircase and the longer hose (not included, but available at extra cost) should be used - get this – “so as to avoid undue wear on the carpet and to avoid possible injury.” Like I was going to go out and buy an extra long hose after having spent over $300 on what is supposed to be a top flight vacuum cleaner – before using it once! I don’t think so.
Absolutely no warning about how the revolving brush creates so much friction induced heat that it will literally melt your carpet the first time out of the box. Being an able bodied male of at least average strength I felt that placing the unit on one stair and holding it steady with the left arm while using the hose attachment to vacuum the stair immediately above with the right arm would work just fine. And it did until I reached the top and noticed to my horror as I looked down that vacuum brush marks had literally been branded into the carpet on at least 6 stairs.

Non-existent Customer Service!
The worst part of this saga continued when I tried to reach customer service to complain about the inadequate warning in their user’s manual, and inquire as to what they could do about my practically new Berber carpet that was ruined because of it. The usual 10 minute navigation through a series of automated prompts finally brought me to the voicemail of a Steve K. who never had the decency to return any of my calls. (I had found a carpet company who would replace the damaged carpet on my staircase for about half the cost of the vacuum cleaner and I submitted his estimate in writing.) I only wanted them to cough up the $200 he wanted to fix the damage. I was not asking for a room full of new carpet.

And both times that I complained in writing to the email address given for such, an automatic reply came back saying that my message had been received and that I would be contacted shortly. It never happened. Never, except when I hung on to phone calls that I initiated did I ever get to speak to anyone from Hoover. In fact, the email avenue is a dead end because when you reply to their reply, it tells you not to reply. In other words, all avenues of complaint are basically dead ends.

Fairness Denied!
Update: A subordinate of the senior personal who would have had the authority to help me finally called me back on 9/3/09 to deny my claim citing the warning about undue wear in the manual. Undue wear my ass! This machine butchered a like new rug after one use!

Said denial of claim occurred after at least a half dozen phone calls/emails from me over the course of over 8 weeks time!

All I know is this is no way to treat a customer with a valid complaint. I WILL NEVER BUY ANOTHER HOOVER PRODUCT.


     
Read 9 RepliesAdd reply

User Replies:Close comments

Posted by Anonymous on 2009-09-04:
As much as it sucks, you didn't use the machine per the instruction manual. In fact, you scoffed at the instructions and the warning. Not to mention that you did it six times in a row. (Too bad you didn't notice the "butchering" sooner.)

As for their lack of responsiveness, it does sound like they could improve there. But I wonder, when you first called and ended up in Steve K.'s voicemail, did you just demand they pay for your carpet or did you ask to discuss the matter? Either way, I guess, they certainly should have called you back sooner. But I do have to agree with their decision - you we were warned. And now a lesson learned.

It's interesting to note that there are five Hoover Wind Tunnel-related reviews on this site (listed above under "Related Reviews"), and one of those (per it's headline) notes the company is "non responsive." Hoover better watch it!
Posted by KCRovert on 2009-09-04:
Here's a tip deePJbee, next time your going to leave the vacuum running on the carpet while you clean the stair, push the button (or whatever the process is on your particular vacuum) to switch the setting to Hardwood. That will stop the brushes, using only the suction. This should prevent the problem you described.
Posted by Anonymous on 2009-09-04:
Instead of never buying another Hoover product why don't you just adhere to the warnings. This was completely your fault and they shouldn't pay for anything. You assumed wrong that the vaccuum sitting on a stair while another one is cleaned would be fine. Lesson learned!

I agree with KCR, hardwood setting would not use the brushes at all.
Posted by deePJbee on 2009-09-04:
I'm sorry Mundo but there is a huge difference between "WEAR" and "DAMAGE". Wear implies a gradual degredation while serious damage is what occurred - on it's maiden voyage no less. Apparently the higher ups at Hoover agreed with me after all as they have since decided to pay me for the cost of repair.
KC, thanks for the tip . Perhaps that should have been printed in the deficient manual. Finally, to justthefax, I accept zero blame for what went wrong. The manual needs to be made accurate and I'll bet they do it on the next printing. deePJbee
Posted by Anonymous on 2009-09-04:
I see, "wear" vs. "damage." There is indeed a difference.

Did Hoover agree to reimburse you since you posted this?
Posted by Ytropious on 2009-09-04:
I have a similar happenstance, but this one was completely my fault. My cell fell out of my pocket when I was vacuuming and it had one of those plastic snap on cases on it. Well, I must have vacuumed over it and the phone got caught under it for a while because once I figured out it was underneath the vacuum the case had been melted to a degree. My phone was fine, thank goodness. I believe it was a Hoover too. But I don't blame the company, I know it was my bad/ignorance.
Posted by BARTELL on 2010-02-10:
First of all you have to remember Hoover is a china owned company.Hoover used to employee 4000 people in US and the products were made here in North Canton Ohio.They are made in china now all of them there is no Hoover company anymore it is a company that ownes royal vacuums ,dirt devil,and half of all power tools in Home Depot and Hoover.The product is not the old well built Hoover you remember but a cheap imitation.
Posted by BEV on 2012-03-19:
I agree with you 100%. I had the same problem. The vacuum can not even sit on the carpet for seconds (long enough to pull a chair out from under a table or move a phone chord) and the vac is melting the carpet underneath. I have melt marks on my carpet that when measured are exactly the same distance as the brushes on the vac. SHAMEFUL!!!! A good lawyer needs to take all these melt cases (which there are many) and file a class action law suit.
Posted by Rhonda on 2013-03-05:
I had new carpet installed throughouty entire house. I also bought a new vacuum cleaner. I vacuumed the stairs and realized that the carpet had melted. There is NOTHING in the manual that warns of this. Additionally, a Hoover rep verified this to me. I have been vacuuming carpet for well over 40 years and have never melted the carpet.
Close commentsAdd reply

StarStarEmpty StarEmpty StarEmpty Star
Vacuum Cleaner
Posted by Afjones28 on 12/28/2012
We bought it on Internet. The bearing mount was bad. We took it to Hamilton's on Harford Road in Baltimore for repair. It was returned to us without the nozzle control knob. I phoned Hoover's main office. They offered to have the. Missing part sent to us to install ourselves. I told them "NO". It is up to them to put it in. They said they will do so. We'll see.
     
Read 2 RepliesAdd reply

User Replies:Close comments

Posted by trmn8r on 2012-12-29:
Would this complaint be against "Hamilton's"? It sounds like Hoover has agreed to make up for Hamilton's mistake. Good luck.
Posted by At Your Service on 2012-12-29:
Why not arrange to exchange it? This is an issue much more with the retailer than that of the manufacturer.
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Hoover vacuum horrible service, machine
Posted by Don54466 on 09/09/2012
4 month old vacuum told 3 days to fix its now 3 weeks and sent me a new one, not here yet sent it out 5 days ago, gonna be a month without vacuum, I have 2 year warranty, and they sent to wrong place. Seems they don't give darn, don't ever buy one from Shopko or any Hoover Whirlpool or Maytag, as the are all owned by same company.
     
Read 1 RepliesAdd reply

User Replies:Close comments

Posted by trmn8r on 2012-09-09:
Shopko is owned by Sun Capital, a private investment firm. I don't see their involvement here, since at 4 months you had a manufacturer's warranty issue.

It sounds like Hoover is attempting to honor the warranty, but the service is slow and mistakes are being made. I hope you get a vacuum soon.
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Hoover or Bust
Posted by Veattimot on 05/16/2012
PENZANCE -- I bought a “Hoover ALYX” from Currrys, Penzance in June 2011. I live on my own and use it about once a week. A few months after I bought it, the plastic release catch snapped off but by using my thumb nail I could still make it work, so I put up with it. Then about two months ago, the hose connection to the rigid pipe severed and my best attempts to reconnect it failed but I soldiered on, holding it in place with my hand which made the operation very difficult and with a consequent loss of suction into the bargain. Then finally the electric roller would not remain extended which made operation impossible. You would think after one hundred years, such defects would be a thing of the past but there we go. So finally I revisited Currys, who after an initial brush off (the assistant said they wouldn't have a record of my purchase which was clearly false and when I persisted without difficulty he gave me a proof of purchase from his computer) he told me I would have to "speak to Hoover". So when I got home I found the warranty (in twenty languages) and rang the number. After the usual (these days) automated options I spoke to a Customer Service Person who was quite reasonable in manner but gave me a number of "hoops to jump", namely first my own details, then the make and model of machine, then the serial number, then proof of purchase - the latter I didn't have immediately to hand. She said she would transfer me to their engineers, who given the defects, would probably arrange for a replacement, which of course pleased me. However she couldn't transfer me to the engineers department without proof of purchase as her records indicated the machine was out of warranty!

At this I remembered that the proof of purchase given me by Currys was still in the car, so I rang off saying I would ring back. This I did going through the same automated system and being told I was now in a queue. After a relatively short wait a different person answered the phone, so I had to run through all my details again, after which I told her I now had the proof of purchase requested and could she put me through to the engineers as promised? Now I was told this was not possible and that "they didn't do that". I protested that I had only just been told that would happen to which she replied "there must have been some confusion". She said I would have to send in the proof of purchase for action to be taken. By now I was so worked up I demanded to speak to their complaints department only to be told that "all complaints must be in writing" so here it is for all to see.

Why can't firms with long experience make machines that do the job they claim they will do and if they don't, treat their customers promptly and with respect, to honour their word and put the matter right? It is a pretty basic principle that reputation is fundamental to commercial and economic success. I shall never buy another product with "Hoover" on the label. The founders of that company must be turning in their graves. Incidentally a Hoover washing machine I bought new broke down a couple of years after relatively light use and has never worked since. The products are lousy, the customer service appalling, the “warranty” useless. Sadly, this company appears to deserve to go to the wall. My advice: stay well clear of "HOOVER"!

     
Read 5 RepliesAdd reply

User Replies:Close comments

Posted by Bill on 2012-05-16:
The problem is people want cheap products and the companies want high profit margins.
This usually results in disaster or junk that doesn't last.
Posted by trmn8r on 2012-05-16:
The main issue, other than the workmanship of the unit, is you didn't have your proof of purchase - critical to obtaining warranty support.

Once you located the proof of purchase it is a matter of obtaining warranty support. Companies rarely put you in contact with their "engineers", so it would surprise me if Hoover would even though the first rep said so.

I am a little confused that all you would have to send for a "replacement" would be your proof of purchase. I would think they would require the unit as well.
Posted by GenuineNerd on 2012-05-16:
Hoover quality has gone downhill since they stopped making them in North Canton.
Posted by ok4now on 2012-05-17:
The same people who make the "Dependable Kenmore Appliances" must now be making Hoover Vacuums. Now you know why they're junk.
Posted by omo5717 on 2013-03-17:
My hoover upright just died after ONE year of ownership. Corporations put a chip in your appliance and it is a KILL SWITCH. It is called "Planned Obsolescence." They need you to keep "buying." so the share holders and the CEOs can have a constant revenue.
IF YOU WERE A CHINESE EXPLOITED ABUSED WORKER....would you care about "Pride of workmanship?" NO!!!!! in fact you can bet that these workers get even by sabotaging the product as much as possible. WOULDN'T YOU IF YOU WERE ONE OF THEM??????????
Apple company treats them so bad....they commit suicide by jumping out of the factory building.
Apples solution? Not better working conditions....no.....no........they put a net around the building.(google it....google "planned obsolescence} American corporations the once pride of America has become a national disgrace.
Causing hate for Americans to be hated around the world.
Close commentsAdd reply

Warranty Work
Posted by Johnnyb321 on 10/05/2010
I purchased the Hoover whisper quiet vacuum about 7 months ago and the brush roll seized up. I emailed Hoover and they sent me to one of their authorized service centers for warranty repair. The repair shop said Hoover does not cover the brush roll under warranty. Hoover considers that a "wear item" so they are expected to need replacement. I've had Hoover vacs for over 40 years and have never had to replace a brush roll.

I called Hoover and got the run around so asked them to send me to the next level of customer service. The representative at level 2 support gave me the same song and dance indicating it's a wear item and is not covered under the warranty. After arguing with her for a while she said they could not cover it under warranty but would send me a brush roll as a courtesy. Meanwhile I have to pay the warranty center for the repair.

I told her that I was very disappointed that they don't stand behind their products and she indicated vacuums these days are not made to last as long. These vacs are also made in China so that tells me all I need to know. I think this will be the last Hoover I buy. After owning them for 40 years, thats a shame.
     
Read 2 RepliesAdd reply

User Replies:Close comments

Posted by Anonymous on 2010-10-05:
Hoover really sucks
Posted by trmn8r on 2010-10-05:
You have a right to be upset about this. Lasting only 7 months is ridiculous, even if you used it daily 24 hours a day. While it is true that it is a wear item, the fact it wore out in 7 months shows it was a piece of junk. The replacement, or course, may not last longer. I am on my third palm rest on my Dell computer - they wear out every 12 months. Similar situation.
Close commentsAdd reply

Designed to fail and a worthless warranty
Posted by Ed Dread on 07/15/2010
Thinking it was a quality product I bought a Hoover; within 3 months the brush roller had broken loose from it's cheapo plastic guides. Since it has a THREE YEAR warranty I took it in to be fixed. Imagine my surprise: the roller brush is specifically excluded from the warranty! The repairman told me that since they moved to China (!) they don't honor their warranties any more. I'll NEVER buy a Hoover product again.
     
Read 4 RepliesAdd reply

User Replies:Close comments

Posted by GenuineNerd on 2010-07-15:
Ever since Hoover left North Canton, OH, the quality of their products have gone downhill.
Posted by Venice09 on 2010-07-15:
GN, do you know if it's true that they no longer honor their warranties? Is that legal?
Posted by bcd on 2010-07-15:
Which part was actually broken? The brush, or the plastic tabs that hold it in place?
Posted by Helpful on 2010-07-15:
bcd brings up a good point. If the part, itself, isn't broken they may cover it.

If you're going to replace it, look at a Dyson. I really like their design.
Close commentsAdd reply

Tired of being personally injured
Posted by Houstonred on 03/09/2010
I have bought & supported the Hoover vacuum products for over 30 years. However, I am ready to set my with my windtunnel upright vacuum out for trash pickup! It vacuums carpet well, but I use the attachments just as much as the floor appliance. This vacuum had to be designed by A MAN THAT HAS NEVER USED THIS APPLIANCE!!!!! The appliance hose is too rigid & far too short. Even with the slightest pull using the extending wands it will pull the whole vacuum cleaner over on the user!! I have had it hit me in the back while bending over; the calf, the shins, the ankles & I AM TIRED OF THE BRUISES!!! It is heavy & hits with a force. Next time I get ready to purchase a vacuum cleaner, I will check this function out personally & Will NOT purchase a Hoover!!!!!
     
Read 2 RepliesAdd reply

User Replies:Close comments

Posted by azspots on 2010-03-09:
It sounds like it's possessed ;)

Hit you in the back? I don't see how that's even possible. If you feel the hose is too short, take it to a vacuum repair place...they can put as long a hose on as you'd like.

I am in my 50s and have never been attacked by a vacuum.

Good luck.
Posted by skelly39 on 2010-03-09:
I hear ya. Almost every vacuum I've ever owned does that. I just bought some lightweight vacuum for $45. Works fine and the hose is really long. And if I'm going REALLY far away from it with the hose, I just drag it with me without breaking my back.
Close commentsAdd reply

Don't Buy A Hoover Vacuum
Posted by Kdwhitley on 02/17/2010
We recently bought a Hoover Vacuum, UH70130. We didn't even get a chance to try it out before it picked up a yarn from a rug, wrapped around the beater brush and burned the belt in two. That was probably not a product defect.

What followed is ridiculous. I ordered a replacement belt from their web site and received a belt that didn't match the original. I managed to get it on, but now can't turn off the beater brush for the hardwood floor.

I called Hoover, several times, and have been told 1) I received the right belt but put it on incorrectly (the replacment belt is about 3" shorter than the original and made of a different material), 2) they've had several complaints on this and a manager would call back (never called back), 3) another manager would call back (never happened), 4) they have the right belt but can't ship it because they don't have my address, 5) managers don't take calls, 6) calls to managers have to wait on hold just like every other call, 7) you can't leave a message for a manager, 8)they have no record of any of my calls...you get the idea.

Bottom line, if you need a vacuum cleaner buy ANYTHING except a Hoover! Absolutely the worst customer service and support I have ever experienced...anywhere!

     
Read 1 RepliesAdd reply

User Replies:Close comments

Posted by bcd on 2010-02-17:
If the brush does not spin it could be a belt related problem but not being able to disable it, is not.

Vacuum belts are available at Target, Walmart, Ace Hardware, and Kmart.
Close commentsAdd reply

Windtunnel Vacuum Cleaner
Posted by Todd65 on 07/15/2009
I spend more time putting the belt back on than I do vacuuming. No more Hoover products for me.
     
Add reply

Plastic China Junk
Posted by Lilmme on 06/11/2009
Do not buy, vacuum has excellent suction however after my one year warranty expired, the plastic junk began to break. First the handle broke which is attached with plastic rivets imagine trying to vacuum holding onto a pole. Second, also put together with plastic rivets, the container were you discharge the dirt the plastic rivets broke on that now I have to tape the lid so that the dirt does not fall on the floor.

But, I guess the fact that it was made in CHINA speaks for itself.
     
Read 3 RepliesAdd reply

User Replies:Close comments

Posted by Anonymous on 2009-06-11:
are you kidding me? All the good sh*t is made in China

seriously,I'v gone thru two Hoover vacuums,they worked well when they worked....
Posted by GenuineNerd on 2009-08-30:
The quality of Hoover vacuum cleaners went downhill ever since they moved production from North Canton, OH to China. At least the Hoovers that were made in North Canton sucked...in a good way. Not so with the junk from China.
Posted by Nohandle on 2009-08-30:
I might be wrong but I expect most vacuum cleaners are built elsewhere now. I had to buy one a year or so ago and was most displeased with the selection available. I wasn't about to pay $500.00 plus for a vacuum and wrote a review on it. What I purchased was the Hoover WindTunnel and yes, it is mostly if not all plastic. The suction is great but I'm just very careful not to break anything on the vacuum. That's the way it is now unless you want to go with a really high end model and pay the extra. I wasn't willing.
Close commentsAdd reply

Top of Page | Next Page >