Complaints

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:04/10/2023

  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.

  We did a renovation of our home in 2015. The designer said that she used Minka and Big-Ass fans because of quality, esthetics and warranty. We installed 5 Minka-Air Concept II fans. Two of the fans stopped working within 2 weeks of each other in the last 4 weeks. We remembered what our designer said about the warranty on Minka fans and contacted Minka customer service. I spoke with a customer service rep last week who was apathetic, bordering on rude. I informed her that nothing was happening when we pressed the remotes on both units-no light or fan working. She proceeded to provide me with two part numbers for a receiver and a capacitor. I said ok, what am I supposed to do with these part numbers? She gave me the name and number for a local retailer and told me that I would need to order the parts from this company and pay for the parts OUT OF POCKET. The cost of parts on each fan is approx $100. For context, the fans were approx $260 when purchased in 2015 and currently retail for $360 in 2023. I said what happened to a lifetime warranty? She said that the lifetime warranty is only on the motor and that 99% of the time, the capacitor and receivers are the problem, not the motor.
  
  So customer support is telling me that the company knows that the capacitor and receivers are the first line of defense and 1) it's a known problem that hasn't been addressed and 2) it's a known problem and isn't covered in this "lifetime warranty." I said, "how do we not know that it's the motor that's broken?" She said, "we don't know that for sure but you will need to replace the capacitor and receiver first."
  
  This is a deceptive, misleading and unethical business practice. Why would I spend $180 (incld electrician fees) for EACH fan (1/2 cost of new fan), not knowing if this is the problem? And then need to pay more $ to later remove/ship to Minka? I will never again buy fans/lighting from Minka. DO NOT EVER PURCHASE FROM MINKA-THEY ARE INTENTIONALLY NOT ACTING IN GOOD FAITH.

  Business Response

  Date: 04/12/2023

  Resolution with the customer has been made and customer is satisfied with corrective actions taken. 

  
  

  Thanks,

  T** C*******

  
  

• Initial Complaint

  Date:03/14/2023

  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 purchased (8) Minka Aire ceiling fans from a retailer that has direct dealer authority to sell these from Minka Group. During the ***e of owning these fans in a newly constructed home, the fans will simultaneously turn the light on/off additionally make clicking noises throughout the ***e of operation. After countless technical support through Minka Group, I reach out to the dealer whom I purchased from that directed me to Minka Group for help. At this ***e, I reached out to ********* whom forwarded me to *** ********/Minka Group Manager of Company Operations. Upon speaking with *** about these issues we’ve had, he spoke of delegating this promised refund to his sales team that he’d reach out to immediately after our phone call to see that *** reached out to the dealer I purchased from to give them the credit enabling them to refund me as a customer. *** spoke that upon this while providing his office and cell number, would I help by at least sending him videos of the troubling ceiling fans hoping too by the refund, I’d consider buying Minka products in the future. We ended the conversation on good terms with myself even indicating which fans we were perhaps looking upon doing further review reading to buy once we received this refund promised. I did elaborate to *** that the ceiling fans here is perfectly level and frequencies had been changed on multiple occasions. Although I’ve received no acknowledgment of the videos sent to ***, I sent an email that was responded to by text the following day and per the retailers’ dealer portal, still no refund? I believe when you tell a customer something, we should abide by this as I’ve stated that once these ceiling fans are down and it costs me the same to either return/dispose of/or give to contractors to help me mitigate the past/future costs of what costs to install/uninstall/install new/paint any abnormalities in ceiling I would return but not promised. Thank you BBB for your help!

  Business Response

  Date: 03/16/2023

  Per Company Policy, a full refund has been credited to the dealer/retailer where the fans were purchased.  The dealer/retailer will then issue a full refund to the customer.  The customer is not required to return the fans as previously discussed via email, text, and phone call.  The refund should take 3-5 business days to process. 

  Customer Answer

  Date: 03/17/2023

  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.

• Initial Complaint

  Date:02/02/2023

  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.

  Purchased 5 new minka aire fans and had them installed by a licensed electrician. 4 of the 5 were great. One fan had a loud tick when running. Contacted minka aire who determined the fan was defective and needed to be replaced. They said it had to be returned to the retailer for replacement. This fan is installed, 12' on the ceiling, and all packaging has been disposed of. Cost me roughly $250 to have installed. Asked minka aire to find a more reasonable solution. Provided them with receipts for the fan and installation at their request. They refused to replace the fan when asked directly, instead referring me again to the retailer where the fan was purchased. Ridiculous. The fan was $532.09 and the cost of install was $250. That is the amount I am requesting from this company to cover the cost of the fan which they have determined to be defective.
  
  To future customers, make sure to read these complaints before purchasing a products from this company.

  Business Response

  Date: 02/24/2023

  Thank you for bringing this to our attention. We will contact the customer immediately to resolve this issue.

   

• Initial Complaint

  Date:11/18/2022

  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.

  I bought a MinkaAire fan Tear, model F831L, about 4 years ago and had it installed at the top of the cathedral ceiling in our living room. It worked fine until last week when the remote did not operate the blades although it still operated the light. I called customer service and spoke to an agent who had me test a few things and told me that I had to replace the receiver (model DL0***5001) which is at the very top of the fan which is at the very top of the cathedral ceiling !!
  
  Here are my complaints about this:
  
  1. I realize that only the motor is still under warranty but I believe that in a good quality fan the receiver should not stop working after 4 years. We have 20 year old remote control operated fans which continue to work without problem.
  
  2. I was told that I had to order the receiver through a MinkaAire dealer. Why does one have to go through a dealer to get a spare part ? So that everyone possible gets their cut ?
  
  3. I contacted a dealer who told me that the cost of the receiver is $125 + $5 shipping ! It makes one wonder whether it wouldn't be better to simply buy another fan (but if I had to do that I would buy a more reliable model from another company).
  
  4. I checked MinkaAire on the Better Business Bureau website (I wished I had done that before buying the fan!) and saw that there were a number of complaints about the quality of the products and the way the customers are treated. I hope that it will be different in my case.

  Business Response

  Date: 11/21/2022

  We have reached out to this consumer directly and will be working with them for resolution.

  Thank you

  Customer Answer

  Date: 11/22/2022

  Better Business Bureau:
  
  complaint ID 18***885
  

  MinkaAire has contacted me and they said they would send me another receiver for the fan at no cost to me.  Assuming this will actually happen this would be satisfactory to me.
  

• Initial Complaint

  Date:08/16/2022

  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 ceiling fan about 5 months ago that is defective. It came with a one-year warranty. Minka Group will not honor the warranty with me directly and told me it needs to go through the store where I purchased it. The store says they don't handle manufacturer warranties and to go through the manufacturer. After three hours of phone calls, back and forth with the store (Lowe's) and the manufacturer, Minka Group keeps telling me "too bad, you're out of luck then." They won't honor the warranty or deal directly with me since the retailer/Lowe's won't get involved. Originally I wanted a replacement but now I'm so fed up I want a refund. I don't want this brand hanging in my house.

  Business Response

  Date: 08/17/2022

  We have reached out directly to this customer and are working with them to final resolution on this matter.

  Thank you

  Customer Answer

  Date: 08/20/2022

   I am rejecting this response because:
  
  
  My only choices were to accept or reject the business' response and you are only giving me five calendar days to select one of those options, and because of that I have no choice but to "reject" the business's response since I do not have resolution yet.  They said they are working on it and are trying to get "upper management approval" to give me a refund, but the last time I heard from them was three days ago and no updates since, so I do not consider the matter resolved.  Thank you.

  Business Response

  Date: 08/24/2022

  The refund request for this customer has been approved and we have informed the customer accordingly.

  Thank you