Complaints

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

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  Fanco

  7161 S Eastern Ave STE 3C Las Vegas, NV 89119-4675

• 

  Fanco

  4545 S Fort Apache Rd Las Vegas, NV 89147-7968

• 

  Fanco

  4450 N Tenaya Way STE 140 Las Vegas, NV 89129-7138

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:01/21/2025

  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.

  On 11/17/2024 I purchased three (3) Minka-Aire Kelvyn fans from Fanco at the ********************* location. ****** handled the transaction. While there I advised ****** that it would be some time before I could find the time and the installer to hang the fans and confirmed with him that this might not happen within the 30 day return policy. He assured me that it would be fine since the fans themselves had a year warranty and it would be fine to return and exchange. I held him to his word. I purchased a 12" downrod as well for the master since the ceiling is 12' high. Again was advised that they would help with the return or exchange no problem. Today, Jan 20, 2025, I contact ****** at the Ft Apache store to let him know that the downrod isn't long enough and if it was possible to go to Eastern since it is closer to exchange the rod for the 18" - his response was "yes" that would be fine. He said that they could not refund because that would have to be done at the Ft Apache store but I could exchange. I drive to the Eastern store in the middle of Monday night traffic to get there before they close. I get there 15 min before closing, walk in and ask the male behind the sales counter if he spoke to ****** (who said he called Eastern to clarify and confirm they had the rod in the store). The male working at the Eastern store clearly had no idea how to LISTEN or PAY ATTENTION because I had to explain what I was there for at least 5 times. All while the owner was sitting next to him. When I told him that I was there to exchange as was the conversation with ******, it was then that he told me - and the owner of the store - that they couldn't do the exchange because the store computers don't "talk" to each other. Now, aside from that being ridiculous - HOW IS THAT THE CUSTOMER'S RESPONSIBILITY??? In a nutshell, this so-called "A+rated" business that isn't BBB accredited cannot be held to their word - warranty or otherwise.

  Business Response

  Date: 01/22/2025

  The customer simply wanted to exchange the downrod she bought from our Fort Apache store .  This would be no problem if she had gone to the *********** store,  The accounting systems at the two stores don't allow for either store to see or interact with transactions from the other store.  Because of this, Fanco Eastern cannot make direct exchanges for customers from ********************** Fort Apache.  I, as the owner of the store, wish our accounting systems were intermingled in a fashion that would allow for each store to handle exchanges/returns for the other but it is not possible at this time.  The customer felt that that should be our policy but it cannot be due to our computer system.  We were willing to sell her the needed 18" downrod as she may have needed  it for an installation but we had no way of crediting her for the item bought at the other store.  

  Fanco has been selling ceiling fans in lighting from their 3 retail stores in ********* for 32 years.  Fanco has always had the same policy regarding refunds/exchanges and have rarely, if ever, had an issue with this policy.  When our software is updated in the future, I will try again to see if we can set things up so that it would be possible to make this type of refund/exchange.  I did some research and found that many other companies are in the same boat.  One example is 7 Eleven.  Lots of stores but one generally has to go to the point of sale store to negotiate an exchange or refund.  

  ******* ******

  President

  Fanco

   

   

   

• Initial Complaint

  Date:09/09/2024

  Type:Sales and Advertising 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.

  On Saturday, September 3, my husband and I purchased a fan. We also desired to have the fan installed. The item was not in stock, but we were told would be in on Wednesday and once it was in that the installer would pick it up and contact us. On Wednesday, the store called and we were told the fan was in and the installer would be contacting us within 24 to 48 hours. Today, I contacted the store as I found the fan at a lower price and would be due based on their 110% guarantee I was due $187. At this point, I was actually told for the first time that I was not going to receive this money into it we picked up the fan. When I question, why would I pick up the fan as we were waiting for the installers? I was told that is not how the paperwork read by the person who did the sale. I then asked to speak to the manager and was told that is the person I was dealing with whose name is ****** ****. This started a whole issue where I then said I want to cancel the order and he told me I would have to come into the store. When I called to speak with the general manager, he stated there was none refuse to deal with me and block my number and told me I am banned from the store, even though I cannot get my money back without going into the store. I am now out $736.90. I just want my money back and to never deal with this store again.

  Business Response

  Date: 09/11/2024

  To: The Better Business Bureau

  From: ******* ******, President Fanco

  Re Complaint ***********

   

  Dear Better Business  Bureau Official:

  My knowledge of this situation is based solely on my reading of the complaint and speaking to the store manager ****** ****.  I believe that some misunderstandings 

  resulted in the customer being dissatisfied with their purchase and requesting a refund.  The customer will receive a complete refund if they do not want to purchase the product.  They would not receive  anything beyond what they paid if they are getting a complete refund as this would obviously negate the sale.  The purpose of the price guarantee is to assure customers that the price that they pay for product at Fanco is guaranteed to be the lowest available price for that exact product.  This guarantee extends to up to 30 days after the initial sale.

  As far as the discussion about "installation" Fanco does not install product.  Fanco is clear to customers that a separate **********************, The Lighting and Fan Installers, offers Fanco customers special pricing for lighting and ********************** fan installation.  The customer was given a price list of the services offered to Fanco customers.  I was not there when the sale was made but I can state with confidence that the customer was told that the Lighting and Fan Installer company would call them and set up an appointment for an installation within 24 to 48 hours after the customer picks up their product.  This is the agreement that we have with this installation company.

  Fanco does not keep records as to customers credit card purchases and conducts all credit card business, including refunds, in a face to face manner in order to protect the confidentiality of a credit card number.  Hopefully, the customer can stop into the store with their credit card and receive an electronic and written refund for their sales cancellation.

  This customer, according to the complaint, is a past customer of ********************** so I am particularly unhappy that this apparent miscommunication between Fanco and this customer has not only resulted in a cancellation of a sale but, from what the customer stated. it has also resulted in our losing her as a customer in the future.  ********************** has been in business in ********* for over 30 years and we value our customers.  I hope that this customer will understand that miscommunications occur and will give us a chance to win her business back in the future.  

   

  ******* ******

  President

  Fanco

   

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22255448
  
  I am rejecting this response because:

  There are several inaccuracies in this response.  First and foremost, we were told, as with our last purchase from *** ****, that once the fan came in that the installer would pick up the fan and call us to schedule installation.  *** **** then called my husband when the fan came in and state it was in and that the installers would be calling us, never once were we told that we had to pick up the fan.  Not to mention, contrary to statements made, the installation company is owned by *** ******* the President of Fanco per the contractor's board licensing.  It wa sonly when I request a refund for the 100% guarantee, when I was first told we had to pick up the fan.  And there was no reason not to provide me a refund of the 110% on the phone, as was done last time.  But more importantly, *** ****, who is the rudest person ever, blocked me from calling, and stated to me I am banned from the store.  So I have no way to get a refund, pick up the fan if wanted to etc.  Thus, this is not a return- I have no product.  I just want my money back.  *** ****** can send me a check at this point or not fight the credit card company.  But if *** **** is still with the company, my business is gone forever, and I will tell all of my friends and family.  If *** ****** can assure me *** **** is not at the store, that i am not banned, I would consider going to the store, picking up the fan, getting my 110% refund of $187, and moving forward with the install.  But as of now, I have no product (which was not in stock when we purchased) and I am out my money with no way to get my money back.  As an aside, I was told *** ***** is no longer with the company- is that true?  He was great.

  
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 09/12/2024

  It is not Fanco's usual procedure to ask the Lighting and Fan Installers to deliver product to customers.  I now understand a little better why there is confusion  The customer had that arrangement in a previous purchase with another salesperson.  That purchase had to be a year or more ago.  Apparently the customer did not know that the delivery apparently effected at that time by salesperson *** ***** was a special arrangement.  As I said in my last response, I am sorry for any confusion.  Fanco's been in business for over 30 years in ********* and we pride ourselves in providing good service.  I apologize for any inconvenience suffered by this customer for the lack of good communication on both o our parts.  The consumer assumed that the product would be delivered to them by the installation company because, according to the customer, the product was delivered to them at no charge on a previous purchase.  Had the customer asked for delivery by the installation company, they would have been told that they don't deliver product unless the customer pays an extra fee to them.  This conversation never occurred because both sides saw no need to have it.

  Sincerely,

   

  ******* ******

  President, Fanco

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22255448
  
  I am rejecting this response because:

  again you are not addressing the fact that o cannot get my refund as your salesperson blocked my phone number and banned me from the store.  Please advise if I am getting my refund as never received what I paid for.  Again you can not fight the credit card company or send me a refund.  Not to mention this is continued double speak as we were told twice that the installers )and we understood we were paying separately for installation) would call when they got the item.  Please advise as this is pure theft at this point and I may also file a small claims action if you do not give me money back.  Stop wasting time as clearly as stated until Mr **** is no longer at your store -we will not go there.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 09/29/2024

  Fanco has responded to this complaint twice and is pleased to continue to respond until we can find a resolve to this situation.  I thank the BBB for their involvement  The consumer would need to come to the store where they purchased the goods in question so that they can get an appropriate refund.  Apparently their was a verbal altercation between the customer and the store manager resulting in the manager asking the customer to not return to the store.  In order to properly credit the customer for any amounts due from ********************** on their credit card, it would be necessary for the customer to come to the store where they made their purchase.  They should bring the same credit card that they used to make the original purchase.  Fanco does not maintain records of customer credit card numbers nor does ********************** conduct any business by telephone or computer with its customers.  ********************** does business face to face with all of its customers whether it is for a purchase or a return.  

  I want the customer to feel comfortable to come to the store to conduct this transaction.  I have discussed this situation with the store manager, ****** ****.  ****** has worked for Fanco for approximately 10 years.  I have absolute confidence that ****** can handle this situation with top notch professionalism.  

  It is also my view that this entire situation was one of miscommunication and misunderstanding on both the part of Fanco and the customer.  This customer has been a good customer in the past and I would very much like to maintain a good relationship with this customer.  

   

  ******* ******

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22255448
  
  I am rejecting this response because:

  As stated in the business response  -I am told I was banned from the store.  
  Yet again told to come into the store.  I understand they want to keep my business but this is unacceptable.  I did even receive another email from Mr **** telling me to come to store for refund, but when I sent an email again saying I was banned by him -no response.

  I have no trust of this business.  I am due my money back as acknowledged.  Again all the business has to do is authorize the charge back with the credit card company -but they continue to not respond and delay.  This again is pure double speak and fraud and I have no trust that if I go in I will get my money back.

  I would consider a different location but told not an option on this transaction.  This delay though is borderline harassment.  If they continue and do not authorize the charge back and this complaint is not resolved -I will file a lawsuit in small claims court -but I hope it will not come to that.

  Sincerely,
  
  ******** *****

  Business Response

  Date: 10/03/2024

  Since our company does not conduct business over the internet or by phone, as stated previously, we would need the card info in the store to provide the refund.  Although we have not done so in the past as we have never needed to, if the customer will write a letter asking for a refund to be applied to their credit card and provide a copy of their sales receipt, Fanco will process a credit to the credit card.  We will obviously need to have the credit card number so please provide this in the letter.  The card needs to be the same card used for the purchase.    If this solution is not satisfactory, please advise. 

  Obviously, I am not happy about losing business or a customer.  I believe that this entire situation is one of miscommunication and misunderstandings.  As I understand it, the customer previously bought items from a different salesperson than ****** **** who was the saleperson for this particular transaction.  Apparently, the previous salesperson made arrangements with the installation company that we use to deliver the product to the customer.  This is not normal procedure.  Normally, the installation company will deliver product bought from Fanco but at a charge to the customer.  It is my understanding that the customer expected the items to be delivered this time as well.  No such discussions were had and, therefore, the delivery was not arranged! Perhaps the customer thought that when she made the previous purchase and had the item(s) delivered that this was normal procedure and didn't need discussion.  

  I believe everyone in this case was trying to do their job and that it is a case of misunderstanding and miscommunication.  

   

  ******* ******

   

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22255448
  
  I am rejecting this response because:

  The refusal to just respond to the credit card company is shocking.  Why do I now need to write a letter.  Just accept the charge back and stop delaying.  
  

  There was no miscommunication on my end or my husbands.  But that is not the worst if it.  Your salespersons actions were not acceptable. Again he was clear that once the item came in that we would be copied by the install company (the one the business owner also owns).  Then when the item came in - ************** called and said again the item was here and that we would be contacted by the install company.  Then nothing until I called about finding a lower price and asking for the guarantee.  Which also could be done over the phone.  This is when for the first time we were told that we now had to come in.

  The delays resulted in us not getting a fan at all as I like to be happy with my purchases.  And resulted in horrible behavior.  Mr ***** the prior salesperson was also your Gm for many years.  He also handled price guarantees on the phone.  
  

  So again accept the charge back and stop the delays.  At this point -I will wait one week and then send a demand letter -my information is on file and you can send a check or I will file a lawsuit in small claims Court.  
  

  you lost a customer due to bad salesmanship and now continued delay in a simple transaction.  I have no product, you have my money -simple.

  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 10/03/2024

  File your small claims action if you wish.  I am willing and desiring to give you a refund for what you bought.  I have no formal written demand for this refund and that is exactly what you would be doing in a small claims action.  Please, in any form that you like, make your demand for a refund in writing and be specific as to the amounts etc.  As long as these are accurate, I will refund your money immediately by the credit card number that you would provide or by accepting a charge back by the credit card company or sending you a refund check.  I also am unaware of a claim that you have made with your bank.  I am not saying that you haven't made one, I just haven't seen that.  Perhaps you could send that to me.  I am fine with your emailing or mailing by US mail any communication that would allow you to make your desires known clearly to me. It seems that you just want to argue and don't want to resolve this issue.  

   

  **** ******

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22255448
  
  I am rejecting this response because:
  You are unreal and your business is a scam as are your delays and responses.  You know very well and just refuse to be an honest business.  I know the credit card company has contacted you and you refuse to respond and delay as you have done here.  Hence why I cannot trust you!  See you in Court.  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:05/20/2024

  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.

  Sold me a fan with lifetime warranty, installed fan and it did work. Replaced fan with new fan and still did not work. They refuse to make this right.

  Customer Answer

  Date: 05/20/2024

  They gave me the refund after I filed.