ComplaintsforBISSELL Homecare, Inc.

Wholesale Vacuum Cleaners

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Initial Complaint
07/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The vacuum makes very unusually loud noises when vacuuming floors. Case 240724-002878.
Business response
07/24/2024
After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 7/24/24, via phone and email. We then confirmed the consumers reported issue with their 3518 CrossWave HydroSteam. We then provided information regarding BISSELLs repair program. To which the consumer agreed.

As it stands, BISSELL had provided a prepaid label for their current machine ****** Tracking ************). Upon return a repair technician will inspect the machine and complete the needed repair. We appreciate the consumers patience and understanding and encourage them to contact us directly if they have any further issues.
Customer response
07/29/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If after repair, the issue persists, I will open another ticket for your review.

Sincerely,

***************************
Initial Complaint
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 09/11/2023 via Amazon I purchased the Bissell Cleanview Swivel Pet Reach. On 01,/18/2024 the unit was emitting a burning smell and pieces of burnt plastic were coming out of the machine. The belt had burn damage. I contacted Bissell through the number on their website. I was asked to disassemble the unit and send in pictures. I sent pictures in via email showing the damage. I was sent a new belt, brush and brush plate. Once all pieces were replaced, the vacuum immediately was burning and the belt was catching and burning. I called AGAIN and went through the same troubleshooting steps. The rep I spoke to said that based on the pictures I sent in on 1/18/2024 he could see there was a broken piece that was missed when I first submitted the pictures so he sent me a new unit. It is July 11 and the vacuum is burning, brush is not moving. I call Bissell and they have me AGAIN disassemble the machine while showing a video. He saw a strand of hair and dust on the plate. He stated I have not maintained the vacuum and I am supposed to DISASSEMBLE the vacuum once a week and clean it as all machines require maintenance. This is ********. And where does Bissell have these instructions stated?? They expect as consumers we are supposed to disassemble and clean our product. I have never had to do this with any other vacuum. My Dyson never had burning parts and I never had to disassemble it. This is actually my second BBB complaint to Bissell. My first one was a few years ago due to another defective product. The product they are selling is still subpar. When customers purchase an item they should have trust it will last more than a few months. Their product is terrible and their solution is to make the customer take a lot of time out of their day to try to fix the bad product Bissell should not send out. I have spent hours on the phone and having to disassemble their defective product is unacceptable. A waste of my time and money.
Business response
07/12/2024
After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 7/12/24, via phone and email. We apologized for their experience and issues with their 3198 CleanView Swivel Pet vacuum. We then offered the consumer a concession refund upon return of their machine, to which the consumer accepted.

As it stands, BISSELL had provided a prepaid return label for their current machine ****** Tracking ************). Upon return a refund check will be issued. We appreciate the consumers patience and understanding and encourage them to contact us directly if they have any further issues.
Customer response
07/12/2024

Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
07/08/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a Bissell product in December 2023 from Lowes, and I did not open to use the product until May 2024. The product was used, and seemed new from the box (not being opened) however the box was opened, and the product was used. I then went to ****** for an exchange or return. ****** stated they could not locate my receipt, and it was beyond the return to contact Bissell. I contacted Bissell without any assistance.
Business response
07/09/2024
After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 7/8/24, via phone and email. We apologized for their experience and issues with their 2859 SpinWave Robot. We then offered the consumer a replacement machine, and asked the consumer to return their original machine, to which the consumer accepted.
As it stands, BISSELL is providing a replacement machine, and a prepaid return label for the consumers original machine ****** Tracking ************). We appreciate the consumers patience and understanding and encourage them to contact us directly if they have any further issues. We feel we are acting fairly to resolve this consumers concern.
Initial Complaint
06/21/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a Bissell 2252 Clean View upright vacuum through Amazon on Oct. 22, 2022. By June 2024, the vacuum had stopped working. The motor was extremely loud and a burning smell was coming from the unit. I contacted Bissell customer service via their phone number on Wed., June 19, 2024. The customer service agent made me go through ridiculous "troubleshooting" steps that took about 35 minutes and necessitated my taking apart the vacuum (removing eight screws with a screwdriver) and using a broomstick through the hose, all while she watched the steps via remote video. Then, having passed those steps, she told me Bissell would replace the damaged under-warranty vacuum--however, I would have to send back the broken vacuum first. Upon receipt, they would send me a replacement vacuum. I asked why it was necessary to return the broken vacuum, as this would cost me time and money -- I will have to further take the vacuum apart (I'm not even sure I have the proper tools) and I will have to go out and purchase a large enough box. She said she could ask "corporate" whether returning the broken vacuum would be necessary and I would hear a response within 24 hours. Forty-eight hours went by and I heard nothing, so I called back on June 21, 2024. It seems the original customer service agent had written my email address wrong (and hadn't confirmed the spelling with me) so I hadn't received her emails, which denied my request to not have to return the vacuum. The time I have spent and will spend on trying to get Bissell to honor their warranty exceeds the $116.55 I paid for this junk vacuum at this point, I don't even want the replacement and have already ordered a vacuum from a different brand. I just want my money back. This is the second Bissell vacuum I've replaced in the last few years. They seem to be manufactured to only last 2-3 years, and I'm assuming they hope most people aren't savvy enough to check on the warranty (I wasn't on my first, so just ate that cost).
Business response
06/25/2024
After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 6/24/24 via phone and email. We apologized for their experience and issues with their 2252 CleanView Swivel Pet. BISSELL then offered the consumer an alternative replacement machine, to which the consumer agreed.

As it stands, BISSELL has confirmed the consumer has sent back their current machine (RA *******) and they should expect to receive their replacement soon (order ********). We appreciate the consumers patience and understanding and encourage them to contact BISSELL directly if they have any further issues. We have acted fairly to resolve this consumers concern and consider this case closed.
Customer response
06/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. What they offered (to send a replacement vacuum first, without requiring initial receipt of the damaged unit, thus providing me an immediate replacement as well as a shipping box for the return) should have been the first solution, not the one offered only after escalation to a consumer-support agency. Bissell can and should do better for their customers upon initial outreach and stand behind their product warranties.

Sincerely,

*****************
Initial Complaint
06/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went online and purchased 2 filters order#******** over a week ago. When I place my order, the website said I should receive my product on the 16th. I then got 2 emails one saying it's on the way and another one saying I should have my products on the 15th. I contacted Bissell on June 18th 2024 and spoke with ***** and was told that I need to contact ***** because it's their fault. ***** also said that I can't cancel my order because it was already shipped.
Business response
06/19/2024
After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 6/19/24 via phone and email. We apologized for their experience and delay in receiving order ********. BISSELL explained that their order was currently out for delivery (tracking number ************) and offered a partial refund, to which the consumer agreed.

As it stands, the consumer has been provided with updated tracking information and should receive their order soon. We appreciate the consumers patience and understanding and encourage them to contact BISSELL directly if they have any further issues. We have acted fairly to resolve this consumers concern and consider this case closed.
Initial Complaint
06/10/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 25 Nov 2023 I purchased an air320 *** from Bissell. As of 5 June it stopped working. After trouble shooting was complete with no resolution and no repair service in my area Bissell offred me a $350 credit for a new machine from their website. The problem is they no longer make air purifiers and they want me to buy a vacuum. I dont need a $350 vacuum when I pay a cleaning service. Even after explain all this they still want to send me a $350 vacuum cleaner. I didnt order that nor do i need it. Order number- ******** Nov 23 2023.
Business response
06/12/2024
After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 6/11/24 via phone and email. We apologized for their experience and issues with their machine. BISSELL then offered a full concession refund, to which the consumer accepted.

As it stands, BISSELL has submitted a full refund (order ********). We appreciate the consumers patience and understanding. We encourage the consumer to contact BISSELL directly if they have any other concerns. We have acted fairly to resolve this consumers concern and consider this case closed.
Initial Complaint
06/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a Bissell carpet cleaner a few years ago and when it recently stopped working correctly I contacted the company who told me to take it to their local service center for a diagnosis and solution to the problem. The service center looked at it and said it was the motor that wasn't working which is not repairable, but since it was still under the 5-year warranty that they would exchange this broken one for a brand new one. I said Great! That's perfect. So I left the broken cleaner there and the guy said he would call me when he received the new one and I could pick it up or he would mail it to me - - no charge. A week later I hadn't heard from him so I called to see if the new one was there, it was, so I told him I'd pick it up the next day. The shop was not close to where I live so I called him back to see if he could mail it like he told me he could and he said he would be on this side of town on Sunday, Mother's Day, so he could deliver it to me himself. He didn't show up or call so I called a few times and finally reached him 3 days later and he said he had given it to *** on the Monday after mother's day, so I'll get it soon. I still don't have it and he doesn't answer the phone at the shop. My problem now is that I gave him the cleaner, all the attachments, and the instruction booklet it came with - - to which my receipt was stapled. **************** will not help me because I don't know the serial number or model number etc. So even though the warranty is still in effect, I don't have the info, he does. And I have no carpet cleaner. Bissell is a well-known brand name so I'm surprised this is happening. I hope he doesn't wait until the warranty is expired to "find" the new cleaner I'm supposed to get.... I should have copied the info instead of just handing it over - - I didn't worry about trusting this HUGE company.
Business response
06/07/2024
After receiving the Better Business Bureau complaint,BISSELL contacted the consumer on 6/5/24 via phone and email. We apologized for their experience and explained that they should expect their warranty replacement machine by the end of the week, to which the consumer agreed.

As it stands, the consumer should expect to receive their replacement machine soon. We appreciate the consumers patience and understanding and encourage them to contact BISSELL directly if they have any further issues. We have acted fairly to resolve this consumers concern and consider this case closed.
Customer response
06/07/2024
Resolved. The item was on my porch when I got home yesterday. Thank you.
Initial Complaint
06/04/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This dispute is for the transaction/product of a carpet cleaner/shampooer sold by Bissell. I bought this machine directly from Bissell through their website (8/22/2022 cost $311.89). This was my first time buying a shampooer, at first the machine seemed to work well but as time and use went on the machine was getting worse (leaking, noises, etc). I cleaned it as described, did no good. Bissell told me to take it to a repair shop, the shop said the machine is defective so Bissell sent me a replacement. I had asked Bissell for a refund but they told me it was too late. I figured they would at least let me get a different product of theirs of the same value. To my surprise they said no. Bissell sent me a replacement 5/2/2023. The new machine has the same issues as the original. Bissell has taken my money and too much of my time for a bad product that doesn't function as described and has shown that it is defective.
Business response
06/05/2024
After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 6/4/24 via phone and email. We apologized for their experience and issues with their 3588F ProHeat 2X Revolution Pet. BISSELL then offered an alternative replacement upon return of their current machine, to which the consumer agreed.

As it stands, the consumer has been provided a prepaid return label (RA *******), and a replacement machine will be sent upon receipt. We appreciate the consumers patience and understanding and encourage them to contact BISSELL directly if they have any further issues. We have acted fairly to resolve this consumers concern and consider this case closed.
Customer response
06/08/2024
Bissell has contacted me and we have come to an agreement, I return my machine and they will send me two other machines/products as a alternative replacement. I have sent the machine back to Bissell with the label they provided, now I am waiting for confirmation that they have sent the agreed upon products to me.
Customer response
06/08/2024
Bissell has contacted me and we have come to an agreement, I return the machine (3588F ProHeat 2X) and they will send me two others machines/products (3605F & 3197A) as an alternative replacement. I have sent the machine with the label they provided. I am now waiting for Bissell to send me confirmation of them sending the replacement products to me.
Customer response
06/12/2024

Better Business Bureau:

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

Sincerely,

******************************************
Initial Complaint
05/31/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to file a formal complaint against Bissell, regarding their unsatisfactory warranty policy and the poor quality of their product, specifically the Bissell crosswave max ************* vacuum cleaner purchased from Amazon.My ordeal with Bissell began on October 27, 2020, when I initially purchased the Bissell crosswave max ************* vacuum. Shortly after, I encountered warranty issues and had to request a replacement. I was assured that the warranty period would restart with the replacement unit being sent out.Unfortunately, the troubles persisted, leading to a second replacement on May 4, 2021. Again, I was informed that the warranty would restart with this replacement. It's worth noting that throughout these experiences, the vacuum displayed known issues with its functionality that were ignored.Now, on May 30, 2024, the vacuum is exhibiting alarming behavior - smoking and emitting a loud noise from the motor. Naturally, I reached out to customer support for assistance. To my dismay, the representative cited a pre-context response, claiming that I am now out of warranty due to having received two replacements for mechanical issues.Not only was the representative unhelpful, but their offer of a mere 20% discount on a new vacuum felt like a slap in the face considering the significant amount of money and time I have already spent on a product plagued with recurring problems. It is unacceptable that the warranty seemingly does not resets with each replacement, leaving customers vulnerable to continuous defects.I urge the BBB to investigate this matter thoroughly and hold Bissell accountable for their unfair warranty practices and subpar product quality. Consumers deserve better treatment and reliable products for their hard-earned money.Sincerely,***********************
Business response
06/04/2024
After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 6/3/24, via phone and email. We apologized for their experience and issues with their 2554A CrossWave *************** then offered the consumer a concession replacement and asked the consumer to return their original machine, to which the consumer accepted.

As it stands, BISSELL has provided a replacement machine (order *******) and a prepaid return label for the consumers original machine. We appreciate the consumers patience and understanding and encourage them to contact us directly if they have any further issues. We feel we are acting fairly to resolve this consumers concern.
Customer response
06/05/2024

Better Business Bureau:

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

Sincerely,

***********************
Initial Complaint
05/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a vacuum cleaner from Bissell 16 months ago and now replacement parts are not available. When I contacted Bissell ***************** I was told I could buy the parts on Amazon. I cannot find the filter (part number *******) on Amazon. As a result, I am unable to use my vacuum. I would like Bissell to find the part and sell it to me. My understanding is that a company must supply replacement parts for a reasonable time after the sale of the product. The vacuum is only 16 months old! I am not in a position to buy a new vacuum.
Customer response
05/30/2024
This issue has been resolved by Bissell. I am satisfied with their proposed solution. Thank you for your assistance.
Business response
05/31/2024
After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 5/30/24 via phone and email. We apologized for their experience and issues with their 2230 Pet Hair Eraser Vacuum. BISSELL then offered an alternative warranty replacement, to which the consumer agreed.

As it stands, BISSELL has provided a replacement machine (order ********). We appreciate the consumers patience and understanding and encourage them to contact BISSELL directly if they have any further issues. We have acted fairly to resolve this consumers concern and consider this case closed.

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