Complain about a product or service

Hoover Vacuum Cleaners

Sandra of Louisville, KY October 26, 2009

I have had three Hoover vacuum cleaners during the past 40 years. However, the last Hoover I bought, which is the Hoover Windtunnel Bagless, is not only a piece of crap, but dangerous.

I purchased this vacuum maybe 4 years ago. I had used it only a few months when all noticed that it was literally MELTING the brushes on the roller! Not long after that, it started smoking and stopped working. Since it was still under warranty, I took it to the Hoover repair center and a snotty manager called me a couple of days later to tell me that "I" had burnt up the motor!

Apparently in this Hoover model there is some device that is supposed to shut off the machine if it gets too hot. It didn't work, and so the motor burned out. Since it was under warranty, it was repaired free of charge, although the lady manager very snottily informed me that "next time" I would have to pay for a rebuilt motor.

I should have been more wary when she said that, because she must have known that there would be a next time. Sure enough. Last week I was using the hose attachment to vacuum along the door jamb and ceiling, not even using the vacuum on the carpet, when it started burning and smoking.

This time I had to take the vacuum to another repair outlet, since the Hoover repair store has gone out of business, and I was just informed today that once again, the motor was burned out and the heat sensor thing had "apparently failed" and that it would cost too much to repair the machine.

So I now have a vacuum that I paid well over 200 for that is absolutely worthless and not worth fixing. The first time this happened, the woman accused me of vacuuming up a toy - well and good except that I have NO CHILDREN. THIS TIME, the man told me it was because the filters "must be" dirty - but when I challenged him on it and we looked at ALL the filters, NONE WERE DIRTY. He could then offer NO EXPLANATION.

MY explanation is that this model is not only a piece of crap, but dangerous. I burned my hand BOTH times this happened, because the first thing I did was to check the belt. Suffering a burn/blister is bad enough, but Hoover should take responsibility for this fiasco of a machine and replace it or recall it. Of course, since the first time the machine was repaired, the woman removed the piece containing the model and serial number, as it had melted, I have no way of providing this information to Hoover, now.

I used to recommend Hoover to all my family and friends. There was a time when I would never have considered buying anything other than a Hoover. Not any more. YOU COULDN'T PAY ME TO BUY ANOTHER HOOVER AND THEIR CUSTOMER SERVICE, ONCE GREAT, NOW SUCKS.

Bruce of Fort Thomas, KY October 24, 2009

About two years ago I purchased a "Hoover Wind Tunnel 2 Extra reach" from the local Meijer store. Initially, this sweeper perfomed well with the exception that it was much heavier and therefore harder to handle than my previous (another brand) sweeper. Recently, however, it has not been picking up and the wand seems to have very little suction.

Today I investigated and found that the duct from the brush to the collector was jammed with what appear to be carpet fibres. With the bagless collector off, I noticed that the "self cleaning hepa filter" was totally clogged with all kinds of "crud". Sure didn't look like it was "self-cleaning". I brought in my little "tank-sucker" vac and cleaned out the "self-cleaning" filter as best I could as well as the duct behind the rollerbrush. After about an hour, I put it all back together and now it seems to have its original sucking power.

My complaint is with the "engineering" of the product that would allow it to clog up so badly. I feel that all that I, as the user, should have to maintain is the timely emptying of the "bagless" container. Thankfully, I have not experienced burned carpet as other have reported. Possibly it's because the roller brush on this model turns off when in the upright position.

Lisa of Scranton, PA September 27, 2009

I purchased my Hoover Vacuum at Target. I have serveral complaints, I have Berber carpeting, when using the hose, (which is very short and tips the vacuum over all the time, I was close enough to my sofa that it did not tip over , I had been noticing my carpeting looking melted or worn all through the house. By the way, the carpet was brand new, we just moved in, this time, I moved my vacuum to notice the spot that the beeter bar was sitting on was ruined, I have about 6 spots all over, I would like my 2000.00 worth of carpetting back. ANOTHER complaint. THe power cord comes out at the bottum of the vacuum, was engineer thought of that, it is alway in the way. I could go on and on. HOw can I get my money back, I no longer have my receipt but I think I did register my warrenty.

Dane of Little Rock, AR September 4, 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.

S. of Castle Rock, WA September 2, 2009

I have sent Hoover 2 requests in regards to my Hoover Self Propelled Wind Tunnel Model U6476-910 Series Q 12.0 Model# 050600021306. This vacuum was recalled once for a faulty carpet height adjustment. Hoover replaced the first time......the replacement is now doing the exact same thing. It makes so the roller brush will not turn and also causes the burning rubber smell. YES I HAVE changes both the bag and the belt.....still doing the same thing. We consumers pay good money, and expect more than 2 years on a residential vacuum....I have older Hoover Wind Tunnel (Not the self propelled) and my daughters are still using it with no problems. I have always been a loyal Hoover buyer, but now I am thinking that my business means nothing to them. NO ONE has even bothered to return a reply via email or call me. Does Hoover even care?

james of burlington, NC July 23, 2009

windtunnel cannister vac model s-3639. the motor in the power nozzel that turns the beater bar broke 2 armature wires after just 3 years of residential service. Thats like paying 60 per year to RENT a vacuum for your home. NEVER EVER BUY A HOOVER PRODUCT!!!

Beverly of Downey, CA July 15, 2009

This is windtunnel twin cannister bagless upright vacuum. I'm constantly having to empty it, clean the filter, it costs almost 30.00 to replace a filter. The suction is horrible. The hose for the attachments keeps coming off. It's heavy, hard to push, and I just can't stand it anymore. It's about two years old, and I'm just fed up. I've had it cleaned, and it's just the same, no suction, heavy and frustrating. I don't have money to replace it.

Jane of Joliet, IL July 10, 2009

I too bought a Hoover Wind Tunnel, self-propelled about 300+ at Sears about 3-4 years ago. The machine was at a second house where we were about once a month. After I used it maybe 5 times at most (less than a year) the machine started smoking and had a burning smell. I took it to the Hoover service center who snottily told me the belt needed changing and the bag too. Bag wasn't anywhere near full and a new belt after 5 uses! Anyway it worked. Since then the self-propell no longer works. It has emitted the burning smell one other time.

My mother had her Hoover and then I had it till it was about 40 years old. Worked, but couldn't get parts or bags. So after reading Consumer Reports I bought the Wind Tunnel. I will never buy a Hoover product again. I wish I had seen this website earlier. I tried to file a complaint with Hoover online but to no avail. Not even sure if it got to them.

Marion of Austintown, OH June 30, 2009

I purchased a F59414900 steam vac on 1-29-2008. I have used this steam vac 4 times during the year. This steam vac is leaking water without it even being turned on. I called the Hoover Warranty number and talked to the supervisor and told her.I asked her what she would do if she used this machine 4 times and it leaked without even being turned on..Her suggestion was for me to take it to a repair place and PAY for it to get repaired. I told her this is not right and they should be either making better quality merchandise or just stop making hoover steam vacs altogether. I also told her to type in leaking hoover steam vacs and see how many other people are having the exact same problems..this is a machine that we do not use daily but only when our carpets need cleaning and it's Broke? There is no reason that the consumer should have to pay for something that is rarely used and have it leaking from the bottom. I will never buy another Hoover product again.

jennifer of hawthorne, NJ June 10, 2009

I bought this vacuum almost 3 years ago. After less thatn a year, the on/off switch would no longer work. I sent it to be repaired (under warranty. Now,again, the on/off has stopped working. Hoover said that I am out of warranty and that I would be responsible for the repairs. I think Hoover should look into all these complaints for another recall. Obviously there is still a problem. I will no longer buy a Hoover product.

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