Complaints

This profile includes complaints for BISSELL Homecare, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BISSELL Homecare, Inc.

  2345 Walker Ave NW Grand Rapids, MI 49544-2516

• 

  BISSELL Homecare, Inc.

  PO Box 1888 Grand Rapids, MI 49501-1888

• 

  BISSELL Homecare, Inc.

  PO Box 3606 Grand Rapids, MI 49501-3606

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Bissell vacuum cleaner through Amazon that was delivered on 02/24/24. Its the type that you charge the battery for 4 hours before using. It will not work - the battery doesnt hold a charge

  Business Response

  Date: 05/08/2024

  After receiving the Better Business Bureau complaint,BISSELL contacted the consumer on 5/7/24 via phone and email. We apologized for issue with their 2554A CrossWave Cordless **** BISSELL then provided troubleshooting assistance which resolved their issue.
  
  As it stands, the consumers machine is now functioning as designed, and concession parts have been provided to help maintain it  (order 43091355).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

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Bissell vacuum on April 28th of this year and when we plugged it in to use it, it started smoking a lot. We had to throw it away because we were scared that it will burn the whole house. I contacted Bissell and no one wants to help me with a refund back they said I need to have the vacuum and show a video that it was burning that's ridiculously how will we keep an item that it's smoking it could've burned our house that would've been worse.

  Business Response

  Date: 05/09/2024

  After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 5/3/24 and 5/7/24 via phone and email and apologized for their experience with their 3332 PowerForce Turbo. We then asked the consumer for additional information and offered a resolution, to which the consumer has yet to respond.
  
  At this time BISSELL is currently working with the consumer to find a resolution, while also following our policies. We appreciate the consumers patience and understanding during this process and feel we are acting fairly to resolve this consumers concern.

• Initial Complaint

  Date:04/27/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased on a Monday with the assistance of Bissell. Received machine on Friday, used machine on Friday evening and my rug was still wet on Sunday despite having a fan blowing on it. My daughter has a Bissell ProPet and she explained to not pull trigger and just move machine over carpet...only small rain drops were being extracted despite it being soaked still. There seems to be many online with same complaint that it is not removing the water from carpets. Additionally this unit pulled /removed some of the pattern out of my rug.I have conversed with a representative via phone 2x, emailed and used their chat service 2-3 times...... I do not have a printer and your customer service are not happy that I tell them that. One woman told me to go to my library. I am waiting for a return tag AGAIN, been told 3x it was being sent. Your customer service is horrific!

  Business Response

  Date: 04/29/2024

  After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 4/29/24 via phone and email. We apologized for their experience and issues with their ***** Revolution Hydrosteam. BISSELL then offered a full refund, to which the consumer agreed.
  
  As it stands, BISSELL is providing a prepaid return label and 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 believe we have acted fairly to resolve this consumers concern and consider this case closed.
  

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went online to Bissell.com to buy a vacuum. I had to change my name and address prior to placing the order. I then placed the order and Bissell.com sent it to my old address and now they are giving me the run around and not wanting to replace my order or refund me. They are trying to blame me for giving them the wrong address, but I have screenshot proof that my address on their website is correct and was updated. I don't know why the still sent it to my old address. But I need help getting this matter resolved Please. They even went as far as to tell me to contact my payment method to just get the refund. That does not even make sense to me since my payment method didn't have anything to do with my address update or shipping.

  Business Response

  Date: 04/17/2024

  After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 4/16/24 via phone and email. We apologized for their experience and delivery issues. BISSELL then offered a full refund, to which the consumer agreed.
  
  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

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Bissell carpet cleaner. After 3 carpet cleanings it stopped working. It was still under warranty and Bissell replaced it with a different model. Months later when I used the replacement cleaner, it leaked water from the clean water tank and onto the floor. I was using the upholstery attachment and didn't notice it had drained until I moved the cleaner. I thought I may have put the tanks on crooked, so I refilled the clean water tank and tried again. The water immediately drained out onto the floor. The next day I was out of town for 2 weeks and decided to call Bissell again when I got back. In the mean time I searched online as to why the tank leaked. I found a huge list of complaints regarding this exact model doing the same thing. When I finally had a chance to contact Bissell, we went through all the trouble-shooting and it was decided I had received a broken machine. I was told that the original machine's warranty had expired by 2 weeks. I countered that they sent me a defective machine that they knew had a very high chance of leaking. The replaced my broken cleaner with a broken cleaner. I was told that someone would contact me over this issue. They have not and none of my queries have been acknowledged. I believe they did not fulfill the warranty because they sent me a machine that does not work.

  Business Response

  Date: 04/11/2024

  After receiving the Better Business Bureau complaint,BISSELL contacted the consumer on 4/11/24 via phone and email. We apologized for their experience and issues with their ***** ProHeat 2X Revolution Carpet Cleaner. BISSELL then offered a concession 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 us directly if they have any further issues. We feel we are acting fairly to resolve this consumers concern.

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted ****** customer service on (03/23/2024) inquiring to warranty both of my Air 320 air purifiers (Model no 2768A) because the sensor motor has been making an annoying loud buzzing noise. After troubleshooting failed, I was advised on (03/25/2024) that the warranty was accepted. Direct quote from the email response: "We would be happy to replace both of your machines with model number 2847A Air320 ************** this, I was advised to package the machines securely and to return/ship them through ***** using the prepaid return label that was provided to me. I had to pay about $40 at ***** for them to package the machines for me, and after ****** received the two machines, I was emailed on (04/04/2024) indicating order "*******" would arrive in 3-4 business days, or up to ten days. When I checked the "view my order" option, it shows that 2x Air 220 (Model no 2609A) has been shipped.. Upon seeing this I immediately called trying to figure out why I was being sent a cheaper, lower tired air purifier. I was told VIA phone that they would raise a support request and get back to me within ***** hours, so I also emailed back asking for an explanation about what's going on.. Today on (4/09/2024) after not hearing anything back for almost 24 hours I called again to inquire since this should be a high priority support case, and was told the corporate resolution response was "To tell the customer sorry this is the air purifier we're using for replacements" .. This is insane that as I was first initially inquiring about the warranty, I was not told that the Air 320 would not be able to be replaced with the same system, and in the email I was told it would be replaced with a higher tier version the Air 320 Max.. ****** customer support represents somehow aren't seeing the issue, but I paid full price ($450) for each Air 320 machine ($800 total) and well over $500 in filters for the machines.. The Air 220 is $200, the **** coverage is not the same as the 320, and so on..

  Business Response

  Date: 04/10/2024

  After receiving the Better Business Bureau complaint,BISSELL contacted the consumer on 4/10/24 and via phone and email. We apologized for their experience and issues with their 2768A air320s. 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 us directly if they have any further issues. We feel we are acting fairly to resolve this consumers concern.

  Customer Answer

  Date: 04/15/2024

   
  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. I really appreciate the prompt response.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I emailed Bissell advising them my handheld vacuum's red lights came on after I had charged the battery and put it back on the machine. I read online to change the outlet into which I had initially charged the battery. I did. That did nothing. I also told Bissell this is my third Bissell hand vac. They have all gotten to the point of the red lights after charging the machine. I asked if it was a manufacturing ploy to ensure future purchases that the battery charger does not charge the unit after a certain length of time. It is impossible the same thing happens to 3 cleaners. This vacuum cleaner hasn't had over 25 hours of use despite the time I have owned it. I also got a recall notice. Informed BIssell of that as well. Other than ask for the unit's numbers, Bissell has done absolutely NOTHING to rectify my problems. In fact, after requesting all my information which I provided, I heard NOTHING back from ******. Difficult to believe the introductory phrase on the letter I received from them - "Dear valued BISSELL customer" That is an untrue statement. I expected a reply. NEVER got one,I also filled out a form online to send to the corporate office. It said I had the serial number incorrect on the form. That is not true. The supplied number was correct as it came right off the machine itself. Just another example of Bissell trying to not meet its customer service obligations. I spent quite a bit of time writing that synopsis to Bissell as well as scanning the major parts of emails from a rep named ****** - all to no avail as the form would not let me continue to submit.

  Business Response

  Date: 04/02/2024

  After receiving the Better Business Bureau complaint,BISSELL contacted the consumer on 4/1/24 and via phone and email. We apologized for their experience and issue with their ***** Multi Reach Vacuum. BISSELL then explained our process and asked for additional information, which the consumer provided, and a replacement order was processed.
  
  As it stands, BISSELL has provided a replacement machine (order ********). 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 Answer

  Date: 04/03/2024

  Complaint resolved. Thank you for you assistance. 

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I AM WRITING BECAUSE I BOUGHT A BISSELL PROHEAT 2X REVOLUTION DEEP CLEANER SHAMPOOER, ON FEB. 25,2024 ONLINE AT ******** COM. i USED IT 1 TIME IT WORKED GREAT, ABOUT 2 WEEKS LATER USED IT AGAIN, IT WOULD NOT **** UP THE DIRTY WATER. I CALL BISSELL AT ************** AND TALKED TO ****. HE SAID SOUNDS LIKE SOMETHING IS CLOGGED, HE WALKED ME THROUGH EVERYWHERE TO CHECK FOR A CLOG, NO CLOG. HE ASKED ME FOR A MODEL AND SERIAL NUMBER, HE SAID I WOULD FOUND IT ON A STICKER ON THE MACHINE, NO STICKER HE THEN FACE TIMED ME AND I SHOWED HIM ALL SIDES NO STICKER. WE WERE ON THE ***** FOR ABOUT 1 HOUR, I SAID I WOULD LOOK FOR IT AND HE TOLD ME TO E-MAIL HIM. I FOUND IT AND THEN E-MAILED IT. I CALLED THE NEXT DAY GOT A DIFFERENT PERSN, THEY SAID THEY WOULD E-MAIL **** AND GET HIM TO E-MAIL ME. HE DID THEN HE SAID I NEED A RECEIPT, FOUND RECEIPT AND E-MAILED TO HIM. 2 DAYS LATER I CALLED GOT A DIFFERENT PERSON, HE PULLED UP MY INFORMATION AND SAID NOW THEY NEED THE SERIAL # OFF OF THE MACHINE AND NOT THE **** THAT IS THE ONLY WAY THEY COULD DO ANYTHING FOR ME . WHEN I ORDERED IT FROM WAL-MART, IT STATED THAT BISSELL WOULD BE SHIPPING IT. THANK YOU FOR YOUR HELP. ***********************..

  Business Response

  Date: 03/28/2024

  After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 3/27/24 and 3/28/24, via phone and email. We apologized for their experience and the suction issue of their 1799V ProHeat Pet Turbo. We then offered the consumer a warranty 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.

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the last 3 years, I have spent over 1k dollars on Bissell products only for them to stop working or have other issues. My latest issue is with the ProHeat 2x Revolution Carpet Cleaner. I have had the machine for under 1 year and only used about 4 times. I used the machine and the tank leaked and ruined two rugs. I called/emailed Bissell and went back and forth with them for days. They finally sent me to a ************************* to try and fix the machine. I called the service center since I had not heard from them over a week and they said there is nothing they can do since the serial number for the machine was washed away from the leakage. I contacted them again to no avail. I will never purchase another Bissell product ever and make sure that my family does not either. They do not stand behind their products and the customer service is useless.

  Business Response

  Date: 03/28/2024

  After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 3/26/24 and 3/27/24 via phone and email. We apologized to the consumer for their experience and issue with their 3587 ProHeat 2X Revolution. BISSELL then confirmed the ************************* has been informed that the machine is under warranty,and will proceed with the repair. The consumer has yet to respond.
  
  As it stands, BISSELL has yet to hear back from the consumer and encourages them to reach out to directly. We feel we are acting fairly to resolve this consumers concern.

  Customer Answer

  Date: 04/02/2024

   
  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

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother had purchased me an upright pet deep cleaner for my new house. The machine started to have a burning smell so I called bissel and they sent me a replacement belt. After receiving the belt and trying it, it was determined I needed a new machine which I received. The new machine was used a handful of times before it started smoking and sparking. I tried to make bissel aware of this and there explanation was we will give you another one. I informed them I do not want another one as this is the second one I have had in less than a year that has had safety issues. The company refuses to refund me or exchange for a comparable model. I have been hung up on with no resolution.

  Business Response

  Date: 03/25/2024

  After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 3/22/24. We apologized to the consumer for their experience and asked for additional information. BISSELL then offered Model ***** ProHeat 2X Revolution as an alternative replacement and a prepaid return label for their current machine, to which the consumer agreed.
  
  As it stands BISSELL is providing a replacement machine (order *******) and asks the consumer to use the provided prepaid return label for their 2806 TurboClean. We encourage the consumer to contact BISSELL directly if they have any other concerns. BISSELL feels we have acted fairly to resolve this consumers concern and consider this case closed.