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:07/07/2023

  Type:Product 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.

  Complaint: Failure to honor warranty. We purchased two Carro outdoor ceiling fans last December (2022) via a seller on Amazon. Within weeks one had an issue with the light turning on by itself. Because this was within Amazon's return window we were able to return this defective unit and get a new one (although of course we had to pay *************** to come back to reinstall it.) Then, several weeks ago, the same issue arose with the other fan, along with the remote not working properly. (Based on online reviews, this seems to be a very common defect in this fan.) I contacted the Amazon seller (SMAAIR) and they declined to replace it because it was beyond the return window. They did offer to provide a replacement motor and said that would fix the problem. We paid an electrician to swap out the motor, but this did NOT solve the problem (and the electrician said he did not understand why they thought it would). I then contacted the manufacturer, Carro ***, to make a warranty claim given that it was still under warranty according to their published policy: ***********************************************************. However, they responded by email that they would not honor the warranty because I had purchased it on Amazon and should deal with the Amazon seller. But nowhere does their warranty policy stipulate this exclusion. I replied informing them that the Amazon seller had already refused to replace the defective fan and asking them to honor their manufacturer's warranty, but I did not receive a reply. By that time we had ended up following the electrician's advice by replacing both fans with another brand purchased at ********** (and of course again paying *************** to come back for the third time in three months to install again). I am attaching purchase receipts and I can email you copies of the emails from Carro and the Amazon seller and applicable electrician invoices. Because we had to buy new fans I am seeking a refund rather than a replacement.

  Business Response

  Date: 09/22/2023

  The customer made a purchase on Amazon from a store called "smaair," which is not affiliated with our store. Unfortunately, we are unable to assist them since the product was bought from a different seller.

  Customer Answer

  Date: 09/25/2023

   I am rejecting this response because:
  
  My strong suspicion is that SmaFan is actually the same company as Carro ***, which is the manufacturer that is not honoring its written warranty policy. The email that I received from a Carro *** representative in response to my warrenty request (see below) lists the same telephone number and address as the BBB data base shows for SmaFan. The Carro *** website also lists this same telephone number (*****************************************************). Moreover, BBB does not have any listing for Carro *** in its database. The fact that these supposedly different businesses share the same address and telephone number suggests that SmaFans is being disingenuous by claiming that it is just a retail store that has nothing to do with the manufacturer Carro *** and no responsibility to honor the Carro *** warranty..  

  However, if I am incorrect, then I would request that the BBB open a complaint against Carro *** at the same telephone number and address as SmaFan.  

  Either way, I bought two products that claimed to come with a manufacture's warranty, and now nobody will admit to being the manufacturer. These are very fishy business practices. At the very least, I would request that SmaFan be asked to explain its relationship to the manufacturer. 

  ==============================================

  On Thursday, June 29, 2023 at 05:50:40 PM EDT, Service Customer <***************************************************************> wrote
  

  Good afternoon/evening, **********;
  
  
  We are sorry to hear that you are experiencing this problem with one of our products. 
  
  
  Due to the item being purchased from Amazon, this return and refund request would have to go directly through Amazon.
  
  
  Apologies for the inconvenience this may have caused. 
  
  
  Kind Regards,
  
  
  Wise ******************************** | ********************** Home ********************** Inc.
  Tel: ************
  **************************************************************;
  CarroUSA.com
  

  Business Response

  Date: 02/06/2024

  It was understood that the guest had purchased through Amazon and that the deadline for requesting a refund had passed, so Amazon refused to refund the money. The guest applied for replacement and got the same response. And Amazon did not communicate with us in time, which led to the present result. Anyway we just hope that the guest's request can be resolved within reason first.
  

  So after our discussion, we have decided that we are willing to refund and replace the new one, as well as cover the additional installation costs that the guest has already paid for this (except for the initial installation fee), but we need the guest to provide the payment receipt as an aid for our reference. We hope that this belated sincerity can be understood by our guests.

  
  

  Refund and replace: please provide bank information and mailing address (once confirmed, we will prioritise the guest request).

  
  

  Thanks & best regards.

  Customer Answer

  Date: 02/11/2024

   I am rejecting this response because: I appreciate the offer to compensate me for the fan installation and would be happy to accept. However, the company has still not addressed what appears to be a deliberate case of warranty fraud.  They should either (1) acknowledge that they are the manufacturer and responsible for the warranty, or (2) if they claim otherwise, provide contact information for the manufacturer that is apparently located at the same address. This is not just about making me whole (sort of), but rather preventing other unsuspecting buyers from discovering that they were given a manufacturer's warranty but that there is no company willing to admit that they are said manufacturer.   

  As regards the request for documentation on installation costs, unfortunately, when BBB informed me months ago that they were closing out this case due to not receiving a response from the business, I did not retain the electrician's invoice. I recall that it was $200, but I no longer have the receipt. However, this amount is typical fee for a licensed electrician to remove and install a ceiling fan. If the company addresses the warranty confusion per above and would then like to provide compensation, I would certainly accept this gesture. My address is: *************************************************************; 34698.