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:07/15/2025

  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.

  Purchased a Hunter Fan from ****** in May 2019. The fan motor stopped working recently, so I followed the process described in the owner's manual to seek a replacement through the company's "lifetime warranty". They confirmed that the fan should be replaced but have insisted that I provide an invoice from ****** showing that the fan was purchased "New". The ****** invoice did not list the condition of the fan when we purchased it, but it was new. Hunter Fan Company is insisting that I produce information that does not exist in order to honor its warranty and therefore is not acting in good faith. I just want my fan replaced based on the product's lifetime warranty, which was one of the reasons I purchased their product in the first place.

  Business Response

  Date: 07/15/2025

  We stand behind our product and our Warranty. Most all Hunter fans purchased in new condition have a ********************** Warranty for the fan motor to the original purchaser*, parts are covered by the 1-year Parts Warranty as stated in every Hunter Fan Warranty document.
  
  Per that Warranty a copy of the receipt or other documentation establishing purchase is required as the Warranty applies ONLY to the original purchaser. Hunter fans can be purchased on other reseller sites (not sold at *****************************) that sell Used, Like New or Refurbished fans will list on the receipt the Condition of the fan purchased, as fans other than NEW carry no warranty as the purchaser is not the original purchaser* for the Warranty. This is also a reason a receipt is required to establish whether the fan carries a warranty.
  
  Because the customers receipt does not show the condition, we do not know if the fans were purchased new, used - like new or refurbished. Any of these options other than new would mean the fan's carry no warranty.  We have attached examples of a sample receipt with the condition and the retailers site showing they sell fans in conditions other than new.
  
  We appreciate our customers and want them to have functioning Hunter products, in the case of a customer not having a receipt that will validate being the original purchaser* we can offer a discounted Loyalty Purchase Program that allows the customer to purchase on our website, and receive a valued discount on the order. This is a great program, especially if customers are wanting to add more fans, lighting, or accessories. We will offered our Loyalty Purchase Program to the customer if they do not have or are not able to get a copy of the full receipt showing the fan condition.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23601605
  
  I am rejecting this response because:

  Hunter Fans are sold on ****** without the condition being listed, thereby allowing Hunter Fan Company to weasel out of honoring their lifetime warranty. They know this, but do not inform the customer before purchasing that the lifetime warranty will not apply to their ****** purchase. The only acceptable response is replacing the faulty Hunter Fan that I purchased as new.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/15/2025

  There are retailers on ****** that sell brand new Hunter Fans shipped from Hunter ******* warehouse or their own warehouses and these products would carry the warranty and also those that sell used fans or products.  The full receipt will list the Condition of the product as do the listings online, so customers know if the products they are purchasing are brand new or used, this has full transparency on ******.  Review the attachments previously submitted, these came direct from *******
  
  There are fans sold on several websites that can be New, Used, In Like New Condition or Reconditioned by retailers that are not Hunter *******, we can not regulate who sells what products, however, Hunter Fan Company ONLY sells new products that are fully warranted to the original purchaser.  
  
  Perhaps the customer can get a copy of the original receipt that would have been emailed to them and possibly included in the package paperwork it will list the condition.ll us why here...

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23601605
  
  I am rejecting this response because:
  
  The ****** website does not list condition, but the Amazon app does, so Ive attached screenshots from the Amazon app as proof that I purchased the fan when it was in new condition. This would have been so much easier if you had just believed me in the first place. Honor your warranty.

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

  Business Response

  Date: 07/15/2025

  We are delighted the customer was able to provide the receipt that verifies and validates the warranty.  We will continue the process to assist the customer with their fan replacement.

  Customer Answer

  Date: 07/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  476 ******* Ave

  ****, OH 44240

  
  

• Initial Complaint

  Date:06/09/2025

  Type:Delivery 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 June 6, 2025 I placed an order with *****************************. When I went to complete the order, I entered my address ********************************************************** and one email address ********************** that I use for orders. When I went to place the order using ****** which I use all the time and pushed enter to complete the order, the order number Confirmation #0LAV6ZMEF came up and said I was confirmed shipping to Monongahela. I immediately went on the website chat and spoke with ****** *. and told him my correct address. He indicated they would escalate the change. All pictures are attached below with details of the chat, order and confirmation. When I called Hunter Fans on Monday to verify the address change was made, I was told they could see the escalation that ****** made, but it was never completed. The order was already sent to ***** earlier that day without the address change, and they were sorry, but there was nothing they could do. I requested to speak with a Supervisor (*****) to refund my $1018.10. She said NO they could not and suggested to reach out to the other address where the fans were accidently shipped and try and recover them. That address is 2 hours away. She also explained if I didn't try and find out who they were, I would lose my money and the fans. It was NOT their problem once shipped. If you need additional information, please reach out. Thank you.

  Business Response

  Date: 06/17/2025

  The customer contacted us on Friday 06/06/25 after placing the order that the order was being shipped to her old address and that somehow the system changed her address.  We show no previous orders placed online and would not have any other address stored in a profile.  During that contact the customer was provided the following information: 06/06/25 Friday 11:49 Please note that we ship quickly and may not be able to change the address information.
  
  We are truly sorry we were not able to get the address on the order changed from the escalation submitted on that Friday 06/06/2025 by the agent.  The agent had escalated the request and stated they would reply back to the customer once they had an update, and this was explained that address changes cannot be guaranteed. We were next updated on Monday 06/09/2025 (as we are closed over the weekend) that it was too late to change the address as the order was already in shipping before the order team could make any changes with the delivery service. We have no problem changing an address when we are able and again are very sorry this request to change the delivery address on the original order was not able to be completed.   
  
  We had asked if the customer knew the person at their previous address where the order was set to be delivered so we could help assist with getting fans to her or she could have them hold them or refuse them, she didn't know who lives at this address which was her old address. We then informed customer that we would escalate the address change to the shipping company as the 4 fans had not yet been delivered. Customer did request to cancel the order and was informed that was not possible as the order was already in transit and could not be cancelled.
  
  The escalation for address change with the shipping company was completed that morning first thing and per their tracking the address change was updated. However all 4 fans were delivered to the wrong address even though they acknowledged the address changes prior to delivery.  
  
  We are working to find a solution and will provide an update to the customer.

  Business Response

  Date: 06/20/2025

  As a courtesy we replaced the order for the customer and will stay in contact until the replacement order is delivered.

• Initial Complaint

  Date:05/15/2025

  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.

  I purchases 4 fans from Hunter. All of them have a defective reciever (remote fans)This fan has an online history of being defective. Despite sending photos of the fans, I had to dissassemble the fans to get the model number. I did get some help, and it was determined it was a reciever issues (like all the others online)

  Business Response

  Date: 05/15/2025

  We stand behind our product and our Warranty. Most all Hunter fans purchased in new condition have a ********************** Warranty for the fan motor to the original purchaser with a copy of the receipt of purchase and parts are covered by the 1-year Parts Warranty as stated in every Hunter Fan Warranty document.
  
  There is no known issue with the receivers and this is highly unusual to have 4 fans with receivers not functioning without something external happening such as a power surge or power grid issue, both of which are neither the fan or a part issue.  We are not implying this is what happened as we do not know just we acknowledge the issue is unusual for multiple fans to be experiencing the same issue.  
  
  Another possible issue could be the batteries need to be replaced in the remote, if this has been done and the remotes then paired to the fans installed receiver the replacement would be a receiver.  We have sent an email to the customer to try this step first before they purchase any parts.  
  
  If the customer then needs to purchase parts, they have been offered as a courtesy free shipping on the order for replacement receivers. 

• Initial Complaint

  Date:03/19/2025

  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 placed an order with Hunter Fans online on 3/16. Immediately upon submitting the order we realized the address was set to our old address. We emailed Hunter right away requesting an address correction and followed up the next morning with a phone call. The customer service *** informed us they could not do anything about the address but would try. Several phone calls later we were promised the issue would be escalated and handled. The package then shipped out the next day, with our old address as the destination. We called the shipper on 3/18 to request the change on our end bit were told Hunter placed a restriction on the package and Hunter would need to call the shipper themselves and provide their account number, after which the shipper could change the address. We again called Hunter the same day and were promised it would be escalated. Another call to the shipper 3/19 confirmed no such call took place and the package would deliver to the old address. They again refused to change the address, given the package restriction imposed by Hunter. The package is set to deliver 3/19 to our old address, 2.5 hours away from where we currently live, which is also unoccupied at this time.

  Business Response

  Date: 03/21/2025

  We are truly sorry we were not able to get the address changed from the order and understand the customers frustration that their address change was not completed. 
  
  We had communicated on several tickets this may not be possible in our communications with the person who had placed the order. We did attempt several times to make the change, but as the order was placed over the weekend, Saturday 3/15/2025, the order had already processed by the following business day, Monday 03/17/2025.  And the order was already in shipping before the order team could make any changes with the delivery service.
  
  The customer requested an explanation as to why their request was not accommodated.  We did try to explain that Customer Support cannot call and make changes to address, there is a specialized shipping department that handles address changes to prevent accidental address changes or fraudulent redirection of packages.  And that we do not place restrictions on any one order, there are restrictions on the corporate shipping account to help prevent fraud by unauthorized re-routing purchases to a address other than the customers address placed on their order.  We have no problem changing an address when we are able to do so and have been able to do this for customers.
  
  We had requested in several emails, if someone had picked up the delivery at the old address, but we did not receive a reply to these questions.  We then asked the person who placed the order, different from this claimant, if they could answer the question and they stated they were driving to pick up the packages.  We offered them an option to not complete that drive and we would send shipping labels for them to have the packages shipped to their new address, but they did not reply to that offer sent earlier today.
  
  We again are very sorry this request to change the delivery address on the order was not able to be completed and apologize for the frustration and inconvenience.
  
  We stand behind our product and our Warranty.  The customers ********************** fans have a ********************** Warranty for the fan motor to the original purchaser* and parts are covered by the 1-year Parts Warranty as stated in every Hunter Fan Warranty document.  

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 23087480
  
  I am rejecting this response because:

  I do not accept Hunter's response. Why did they wait until the packages were delivered to offer to send the shipping labels?  Had we known ahead of time we may have been able to get a neighbor to send them to the new address. As it was, the boxes were sent, clearly marked as to the contents, to a high theft area, so it was necessary to get them right away before they were stolen and we were out not only our money but the fans also. Either way I do not feel it was an unreasonable request to change the address. My husband, who placed the order, emailed Hunter immediately upon completing the order and also called first thing the next morning, so there should have been time. We were also given the runaround on the phone with promises to escalate the request, and no one followed up with us; we had to call 6 times. As of the last call on March 18, the customer service *** assured us it was being escaled and someone would contact us with a resolution. We never heard back. Given Hunter's lack of concern for the customer and the shoddy response just now, Hunter has lost us as customers. For 20 years we have used ********************** products and recommended them to others. We were getting ready to redo our whole house lighting and ordered the fans to start, with the intention of ordering for the rest of the house. Now we will shop elsewhere and recommend to others to do the same. 

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

  Business Response

  Date: 03/24/2025

  We are very sorry the customer had this experience.  The agents had escalated the request and stated they would reply back to the customer once they had an update, and this was explained that address changes cannot be guaranteed. No updates were sent until our agents had been updated that the address was not able to be changed.
   
  Although the customer contacted us early-on creating several tickets with each new call and email, the address change was not able to be completed as the order and original contacts happened over the weekend, business hours are Mon - Fri 8am - 5pm.  
   
  After that information was relayed, we requested several times on Thursday the 20th to the claimant and to the customer on Friday the 21st to find out if the fans had been picked up or could be picked up by someone in the city the order was delivered but received no response, we requested this so we could help the customer with their order.
   
  The option to send return labels was an offer as a one-time courtesy, it is not part of any address change request process, it was a courtesy offer as we were attempting to help the customer outside of normal processes.  
   
  Again, we are truly sorry the customer had this experience and hope that they will consider purchasing Hunter and Casablanca products in the future. 

  Customer Answer

  Date: 03/24/2025

  Although I do not let Hunter off the hook as I feel they really do not care and I already stated they lost me as a customer. I do not wish to have any further contact with them as they are just giving me generic responses to my complaint. 

  Customer Answer

  Date: 03/28/2025

  Date Sent: 3/24/2025 2:49:32 PM
  

  Although I do not let Hunter off the hook as I feel they really do not care and I already stated they lost me as a customer. I do not wish to have any further contact with them as they are just giving me generic responses to my complaint. 

  Customer Answer

  Date: 04/01/2025

  As an update, we finally picked up the fans *** installed them and all of them have issues. Lights and fan are turning on and off and dimmer isn't working. Spoke to Hunter customer service on 3/31 and did a reset and they worked at first but are now having the same issue as of 3/31. Spoke to customer service in 4/1 and they claim wiring is incorrect. They were installed by a contractor who does this for a living. At this point I would just like my money refunded, as we were sold a shoddy defective product. 

  Customer Answer

  Date: 04/02/2025

   
  Date Sent: 4/1/2025 5:14:50 PM
  As an update, we finally picked up the fans *** installed them and all of them have issues. Lights and fan are turning on and off and dimmer isn't working. Spoke to Hunter customer service on 3/31 and did a reset and they worked at first but are now having the same issue as of 3/31. Spoke to customer service in 4/1 and they claim wiring is incorrect. They were installed by a contractor who does this for a living. At this point I would just like my money refunded, as we were sold a shoddy defective product.

  Business Response

  Date: 04/02/2025

  We are sorry to hear the fans are working as they should and we stand behind our products and our Warranty. 
  
  Troubleshooting is required to diagnose the fan's issue to determine what is needed in order to send the correct part(s) to get the fan and light functioning.
  
  From the Customer Support tickets review, we can see the agent had sent instruction to pair the controls, but that did not fix the issue so additional troubleshooting was needed.  The customer has not been told the fan was not wired correctly, the next step in the troubleshooting is to bypass the receiver so we can determine if the issue is the fan or the receiver.  The instructions sent were to bypass the receiver to help determine this issue as explained in their email.  Sometimes the issue is as simple as replacing the battery in the control, pairing the controls or if needed, replacing the non-working part which would be covered under the Warranty.
  
  If the customer does not wish to continue with Customer Support to get to the root cause and repair of the issue being experienced but prefers to return the fans instead, they will need to start the return/refund process online as the order was placed online. 
  
  Each item must be processed separately, if more than one items is being returned for a refund.  Below is the link to start the return/refund process.
  *************************************************************

• Initial Complaint

  Date:02/19/2025

  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 and was having it installed on 1/21/2025. The installer realized there were 2 sets of screws missing and could not finish the install. I contacted Hunter Fan thru Lowes to have them replaced immediately. Hunter sent me an email that day requesting the purchase information and I replied that day. I have received nothing and sent a request on 1/31/2025 requesting a status. No answers again. I finally wrote a review on their website (2/7/2025) which they responded to contact them again. I did via their email to ***** as requested with no answer again. The customer service department is nonexistent in my opinion and has let a customer sit almost a month without a functioning ceiling fan.

  Business Response

  Date: 02/19/2025

  We stand behind our product and our Warranty. Most all Hunter fans purchased in new condition have a ********************** Warranty for the fan motor to the original purchaser*, parts are covered by the 1-year Parts Warranty as stated in every Hunter Fan Warranty document.
  
  We received a call regarding the missing parts on 01/21/2025 at 10:24am and promptly explained what was needed to the caller in order to send the parts, receipt of purchase, and also followed up with an email at 10:32am to the customer (see below) so they could reply back to us to release the order.
  
  We appreciate our customers and want them to have functioning Hunter products and are sorry the customer is displeased with our Customer Support, we strive for satisfaction with our support.  
  
  The receipt of purchase established both the original owner and the fan model.  We need to verify the correct fan model is provided to us so we can ensure any parts sent for replacement are the correct parts for the customers actual fan model.
  
  We have sent another email to the customer this morning requesting a copy of the receipt of purchase so we can send the missing parts.  We look forward to the customer replying to our email so we can further assist.
  How to obtain a receipt from ****** -
  In most instances, your receipt can be retrieved by using the original credit card, checking account number, MyLowe's card or by your phone number.
  ****** *************** ************ or visit their website **********************************;

  -----------------------------------------------------------------

  Jan 21 10:32
  Hello *** *********,
  Thank you for contacting Hunter Fan Company, maker of Hunter and Casablanca fans.
  As a follow up to your warranty order request, we need a copy of your proof of purchase (POP) in order to complete the process. Write the following ticket number on your POP and reply to this email so we can get your product in working order.
  Please include your phone number and shipping information for verification.
  Ticket Number: 2641700
  Please make sure to reply within 14 business days to ensure your order processes.
  We appreciate your business. If you need further assistance, please reply to this email or see below for other ways to contact us.
  For Hunter fans: Visit *********************************************** call us at **************. Our Hours of operation are Monday through Friday 8:00 AM to 6:00 PM CST.
  For Casablanca fans: Visit **************************************************************, or call us at **************. Our hours of operation are Monday through Friday 8:00 AM to 5:00 PM CST.
  Ticket Number: 2641700
  Sincerely, Support Specialist

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22960724
  
  I am rejecting this response because I have sent the receipt 3 times over the last month. You do not acknowledge receipt or process it. This is a $2 item and you provide this type of customer service to your customers. I have attached a file with all the email threads including the Lowes receipt. Hopefully you can finally acknowledge you have it.   
  
  Sincerely,
  
  *** *********

  Business Response

  Date: 02/19/2025

  We can understand the customers frustration not receiving the parts, however we never received any reply to our emails, and this is highly unusual.  We are appreciative the customer has provided the receipt in his reply to this case. 
  
  We have released the order now that we have the receipt of purchase verifying the fan model and date of purchase.  Order Number **********

• Initial Complaint

  Date:02/07/2025

  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 purchased a hunter ceiling fan and the chain snaps and constantly jambs every time I try turning on the fan. A couple weeks ago, the glass globe that you feed the chain through shattered when I tried turning on the fan.

  Business Response

  Date: 02/13/2025

  We are sorry to hear about the customers pull chain keeps breaking and the reported glass breaking.  
   
  As this is a highly unusual experience, we have replaced the fan with one that does not include the same style of glass.  We have also supplied a Hunter-paid Return label to have this fan returned to us for inspection to better understand the issue and help us improve product quality further.
   

  Customer Answer

  Date: 02/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

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

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

  
  

• Initial Complaint

  Date:01/28/2025

  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.

  - 04/15/24: Purchased Hunter Fan from ************ 12/22/24: Twist lock glass assembly on fan broke so I order a replacement (KB388801119) from Hunter - 01/02/25: Called Hunter customer service to let them know glass assembly I received was about 1/2" too large to fit. They issued a refund for the part and then charged me for another glass assembly and sent me a new part - 01/21/25: Spoke with ****** at Hunter, let him know 2nd glass assembly I received is the same size as the first one, it doesn't fit. He asks if I have the correct Hunter fan model #. I assured him I had the correct model #***** from my ********** receipt. ****** tells me I need to take a picture of the model # on fan mounting bracket - 01/23/25: I take apart the fan (takes 1 hour to disassemble and reassemble), take photo of the model # on the mounting bracket, the same model as receipt and send to ******.- 01/24/25: ****** emails me that I ordered the wrong replacement part. I respond stating "As the Hunter Fan website lists the wrong replacement part for the twist lock glass assembly - which is the one I ordered, we need to exchange the part. Please advise." To which, ****** responds that he was mistaken, and I ordered the correct part and to please send a picture of the glass globe. I reply with a photo of the glass globe, and ask for a resolution - 01/24/25: Call Hunter customer **** ***** for resolution. She says they can't do anything. I email her asking for a refund for the twist lock glass assembly and she directs me to the website to process a return.- 01/24/25: I go to website and put in order #******* in the return intake form and get an error - order not found. I take a screenshot of error and email to *****. She replies to use order #******. I enter this # into the return form and get another error since this is the order # for the first order that was already refunded I would like a refund for $349.97 ($285.60 original purchase + $64.37 part) to purchase a new fan.

  Business Response

  Date: 01/28/2025

  We stand behind our new products and replacement parts.  For fans with Twist Lock Glass, like the customers fan model, we only sell the glass with the fitter, the fitter being a complete light kit as a set. For this style of light kit it is important to ensure the 2 pieces fit together securely which is why they are sold as a set and both pieces need to be installed, not just the glass.
  
  We apologize for the delay in resolving the customer's concern and would like to ensure we come to a quick resolution.  It was important to verify the fan on the receipt is the fan needing the new part when we receive a notice of the part not fitting.  This has been verified by the customers documentation and photos.  
  
  We have reach out to the customer requesting a little information to help understand the part received vs the part ordered and will be able to assist the customer once we have this information.  
  
  We are not able to refund for a fan purchased from another retailer, however we will have a resolution for the customer.

  Business Response

  Date: 01/28/2025

  We have placed an order for a new fan as both glass/fitters did not fit the customer fan that was under 1 year (parts are covered by the 1-Year Parts Warranty) and provided the Hunter-paid ***** label for the required return of the customers originally purchased fan, per fan replacement requirements.  

  Order Number 1001274689

   

  Customer Answer

  Date: 01/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

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

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

  
  

• Initial Complaint

  Date:01/18/2025

  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.

  Around 2009 we had a Hunter fan go bad and it was replaced by Hunter. They replaced the fan with a model *****. Name of the fan is a Concert Breeze. It was shipped to ***********************************************************************. The fan that was sent now has an issue with it. The lights will not come on and no sound from the speaker will come out. I called Hunter Fan Company on 1-18-25 and spoke to ****** and *******. They told me that the fan is no longer produced and that no replacement parts are available. They are unwilling to replace the fan as they have no record of the fan being shipped to me nor do they have any record of me. Hunter Fan Company states a lifetime warranty on the fan motor. The motor is just fine however I cannot use the light that is part of the fan nor the speaker that is part of the fan. Taking the light part of the fan off now disables the fan part of the unit and I can't use it. If I leave the light part of the fan on it, I have a blinking light above my bed not allowing me to sleep at night. In my eyes the fan is useless as it cannot be operated in the manner in which it was intended. I believe the warranty should extend to the light and sound part of the fan and that if no replacement parts are available, they should replace the fan or make a light unit that can be replaced.

  Business Response

  Date: 01/20/2025

  We stand behind our product and our Warranty.  Most all Hunter fans purchased in new condition have a ********************** Warranty for the fan motor to the original purchaser, parts are covered by the 1-year Parts Warranty as stated in every Hunter Fan Warranty document, certain light kits can carry a 3 year warranty. 
  
  Per that Warranty a copy of the receipt or other documentation establishing purchase is required. Almost any warranty would require a copy of a receipt as it either has an expiration date or needs to establish original purchaser.
  
  Although we do not have record of previous communication with the customers profile under the current phone/email provided, the fan is 15+ years old and the light kit would not be covered under warranty and would need to be purchased if in stock and unfortunately the fan is obsolete and no parts are available to purchase.
  
  As a gesture of good will, we will replace the fan as a one-time courtesy.  We have sent this information to the customer and waiting on their reply.

  Customer Answer

  Date: 01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

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

  **********, NE 69165

  
  

• Initial Complaint

  Date:01/08/2025

  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.

  I was scrolling trough their website on 11-24-2024 looking at fans. I stopped at one fan and the next thing I new it was ordered. A glitch so I thought. My credit card was on file, which I had not realized, and not sure how I didn't need to approve purchase. I tried to call, email, and text immediately. but got no response This continued for several days witj the same result, no responses other than we will get back within three days. The next thing I knew I get a message several daysl ater saying my order is being processed Again I tried all avenues to get it stopped and refunded, for days. Several days after that I received a notice saying shipped. I. reached out a gain, and behold I actually made contact, funny how I was only able to make contact once shipped a week later. I was told by a representative that my only option was to return the fan once received. I commented on the deduction for returns, and stated I demanded a full and complete return on my original method of payment.The fan was shipped back, in the same box, unopened immediately, with a note staring a full and complete refnd is to be issued upon return for full amount, back to original payment.. The Hunter Fan was received.back to store on Dec 6th. which upon I received an email confirming. I call and reach out every week trying to get my refund, but still nothing. It has been over a month, and all I get is emails saying it will be refunded in 2 weeks. When I speak to a representative, I get that it was an oversight and will be posted shortly.Scam investigation should be completed.

  Business Response

  Date: 01/08/2025

  We do not doubt what the customer has stated, but have not had such an unusual case with a report of an order automatically placed while viewing a fan online. We have heard of the wrong color selected or wrong fan size being ordered by a customer, but this is a highly unusual circumstance as there are several steps to complete an order.  We have shared this information with our order team for review to see what might have happened to bypass all the ordering steps for any possible future issues.  
  
  As orders are processed quickly, cancelling orders is not always possible, the order ****** was processed 11/24/2024.  On 11/25/24 and the customer was provided the information on how to return the fan for refund of the order once delivered as it was too late to cancel.  
  
  The customer received the automated email that the fan was received on 12/06/2024 and we are very sorry the customer had not yet received the refund for the returned fan from online order ******.  The return location initially did not see it checked in when we reached out and was researching the case.  The refund has processed for the fan at this time, we have escalated for the refund of the shipping as well and will reach out to the customer once all is complete.
  

  Business Response

  Date: 01/09/2025

  The full refund of the order and shipping has been processed.

• Initial Complaint

  Date:12/31/2024

  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.

  Dear Hunter,I purchased 3 of these fans in the White color back in early 2025 (see Amazon receipt). 2 weeks ago, we heard a rumbling or rattling in the fan in the middle of the night for the fan on my main bedroom. Now, the fan will NOT even spin anymore. Either something jammed, or the motor died. If it does start to spin, it's very WEAK and VERY VERY slow. And I would like to request that this gets replaced as I bought the Hunter brand ensuring quality and trust. Fan Model *****. Please ship me a replacement to **** *********** ****************************************************************** ************ Fan model: ********************************************************************************************

  Business Response

  Date: 01/01/2025

  We stand behind our product and our Warranty. Most all Hunter fans purchased in new condition have a Limited Lifetime Warranty for the fan motor and a 1-year Parts Warranty for any parts except glass. 
  
  The customer emailed Customer Support yesterday 12/31/2024 and they have reached out to the customer with the troubleshooting steps needed this morning 01/01/2025.  Some questions were asked as the email stated purchased in 2025, however the fan was purchased in 2015, and we have resent a new email with only a few steps needed to determine the correct course of action.  Once the customer responds to the email with the answers to the troubleshooting steps, we will be able to further assist them with getting their fan operational.
  
  Troubleshooting is required to diagnose the fan's issue to determine what is needed in order to send the correct part(s) to get the fan and light functioning, or fan if determined through our troubleshooting to be the motor. 
  
  Warranty: *******************************************************************************;

  Customer Answer

  Date: 01/01/2025

   
  Complaint: 22750992
  
  I am rejecting this response because:

  I RESPONDED to both of the email inquiries sent to me. One email asked me questions on how the fan operated, the second email asked me to do some steps which i did. It did NOT resolve the problem. My fan won't spin anymore and if it does, it's VERY VERY slowly. We heard a crackling noise 2-weeks ago in the middle of the night, like something rattling coming from the motor. That's when the fan stopped operating.

   

  Thank you

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

  Business Response

  Date: 01/01/2025

  As the customer has responded to their Customer Support ticket, we will be able to assist them directly with their fan warranty.

  Customer Answer

  Date: 01/01/2025

   
  Complaint: 22750992
  
  I am rejecting this response because:

   

  Once the replacement is processed I would be happy to consider this resolved. Please keep this open until there's a resolution. And I will continue communicating with Hunter until a resolution is achieved.

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

  Business Response

  Date: 01/01/2025

  The warranty process was followed completely and a replacement fan ordered. 

  Customer Answer

  Date: 01/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

   

  Item replaced under warranty

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

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

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