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:07/22/2024

  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.

  On july 17th our hunter ceiling fan quit working. Model *****. We purchased a new wiring kit off amazon and install and that did not fix the issue. We called hunter on july 22 about the issue bc the fan has a lifetime warranty. They did all the trouble shooting and determined the fan motor was bad and was covered by the lifetime warranty. We bought this fan over 10 years ago. Hunter told us we have to have the ORIGINAL receipt to claim the warranty. ***** keeps receipts for 10+ years. Its life time warranty! If it was for a limited time like 3 or 4 years i get a receipt to show date purchased to make sure its within that time frame. But lifetime is lifetime no date limitations. They only want to offer 30% off for me to purchase a new fan. I want the warranty honored and a replacement sent asap

  Business Response

  Date: 07/22/2024

  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*. Another document could be a statement from a store's credit card or membership showing the purchase. Photos of a fan installed, Owners Manual, or original box is not proof of being the original purchaser*. Almost any warranty would require a copy of a receipt as it either has an expiration date or needs to establish original purchaser*. 
  

  Hunter fans can be pre-installed in homes, purchased on other sites (not sold by Hunter) that are used or refurbished and as such 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. We have customers that have maintained their receipts for 30 years old Hunter fan purchases just as much as one's with receipts from 2 10 years ago.  The return is different, we used to require just the wiring, now we require the entire fan from the hanging bracket to the light kit (if fan is equipped with a light) be returned to us and we provide the Hunter-paid return label.
  

  We appreciate our customers and want them to have functioning Hunter products, in the case of a customer not having a receipt to validate being the original purchaser* we can offer a discounted Loyalty Program that allows the customer to purchase on our website, and receive a value discount on the order. This is a great program, especially if customers are wanting to add more fans, lighting, or accessories. We have offered our Loyalty Program to the customer as they do not have or are not able to get a copy of the receipt. 
  

  We offer on our website information about the Warranties, see warranty link below.

  Warranty link:  **************************************************************************

  
  

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22025074
  
  I am rejecting this response because: life time warranty shouldnt require a original receipt. Its LIFETIME! I will also be filling a ftc complaint. And never buying another hunter product again. Actually i had to file a lifetime warranty for a meon faucet that applies to original purchaser only and didnt have any problems with them or didnt need a original receipt SENT THEM OLD FAUCET AND RECEIVED A NEW ONE!! DO BETTER HUNTER!!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/22/2024

  We have reached out to the customer and offered the Loyalty Purchase Program and explained the warranty is not a Lifetime Warranty.  It is a Limited Lifetime Warranty and as such has limitations, one being the requirement of the receipt of purchase to establish being the original purchaser.  The warranty applies only to the original purchaser as stated in the Limited Lifetime Warranty.  
  
  We are going above the warranty by offering a discount program to a valued customer who does not have the receipt of purchase to verify or validate a warranty.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22025074
  
  I am rejecting this response because: 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22025074
  
  I am rejecting this response because: the company sucks
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/06/2024

  We are sorry the customer is not interested in our one-time courtesy offer of a discount plus free shipping. 
  
  We have provided the customer with information about our current online sale that has greatly reduced pricing on fans and lighting. Special prices are available for only 1 day of the sale, with different items on each day, through August 19th. 
  
  21 Days of Hunter Deals **************************************************************

• Initial Complaint

  Date:07/21/2024

  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 Hunter fan from ********** approximately two years ago that stopped working; the product carries a lifetime guarantee/warranty.I have provided proof of purchase and gone through several rounds of communication with their help team- I have completed all the tasks they have asked and have asked whether or not they plan on honoring the warranty. They continue to ask for increasingly minuscule data points (which I have provided) and have now taken to not replying to me at all. I am seeking a replacement fan under the warranty.

  Business Response

  Date: 07/22/2024

  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.

  Troubleshooting is required to diagnose the fan's issue to determine what is needed in order to determine the correct part(s) to get the fan and light functioning and to verify what or if either warranty would apply. In this case the part needed is the receiver.  

  We apologize for the delay in response time and reached out today to the customer requesting replacement option and are currently awaiting their response for resolution.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22022889
  
  I am rejecting this response because:

  I have just received an email asking if I would like the same model. I would ask that this case not be considered resolved until I receive the replacement/company has made good.

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

  Business Response

  Date: 07/22/2024

  Customer replied with the resolution choice and the order has been placed.  Instructions supplied to the customer for the required return with the *************************** return label.

• Initial Complaint

  Date:07/18/2024

  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.

  07-01-24 placed order on line at ********* for our 3rd Hunter brand ceiling fan. Paid $225.99. Had an electrician MK electrical come out last Thursday to install. We have 2 other's in our home already with no issues. After installation in our daughter's room the dimmer kept flicking the light on brighter and brighter each time the light switch was turned on. We thought their was a short in the wires. Electrician said it was the black box inside, the actual control of it all. We changed the bulbs in case to make sure and it was still flicking. We also did not get a remote holder at all in the box. I called waited 30 minutes on the phone that same day, left 2 emails with no response. The electrician now has to come back, I have to pay him to take it out and either return to Costco.ca to get a new one, or have him dismantle to change the box.I cannot get a hold of anyone at Hunter even now today with the chat button. I do not want to have to re pay another visit to complete this. Like I said we have 2 other's the exact some purchased in the last year with no issues.

  Business Response

  Date: 07/19/2024

  We stand behind our product and our Warranty and are sorry to learn the customers new fan is experiencing a flickering issue with the light.  Sometimes the light will flicker indicating the dimming feature needs to be activated.  It is a simple process that can be completed by the homeowner, by pressing certain buttons on the remote, this was information was sent to the customer on ticket *******.  
  

  There can be longer wait times during our "Fan-Season" where calls for install assistance and fan or accessory sales can create higher than normal call volumes.  We see an agent attempted to connect with the chat, but did not receive a response and also an email agent has sent troubleshooting questions and assistance to the customer yesterday on ticket *******.  
  
  We will reach out again on the email ticket ******* to help resolve the issue as quickly as possible, diagnosing the issue and finding the correct resolution is determined solely by Hunter Fan Company per the Limited Lifetime Warranty.  
  
  Also per this Warranty, fan installation or reinstallation of fans or parts is not covered or reimbursed under this warranty as our fans are designed to be installed by homeowners using the provided simple to follow step-by-step instructions.  Homeowners, friends/relatives or a handyman service can install any of our ceiling fans and parts.  See Warranty link below.
  Warranty link:  **************************************************************************

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 22010550
  
  I am rejecting this response because: yes you did finally get back to my chat after 2 not responding emails to me and a call.
  as to your home owner can install with easy steps, we hired someone to ensure it was done correctly with no issues.

  this dimmer feature was already done by him and it still does that.  We also do not have a holder for the remote.  The unit is defective.

  We have 2 others in the house, exact same and never had an issue.
  
  
  ***************************

  Business Response

  Date: 07/19/2024

  We appreciate being updated that the troubleshooting steps have been completed and are currently waiting for the customer to submit their receipt of purchase for the warranty part replacement.

  Customer Answer

  Date: 07/23/2024

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

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

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

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

  
  

• Initial Complaint

  Date:07/13/2024

  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.

  Purchased two Hunter ****** 52'' ceiling fans, Model ***** through ratailer Amazon. Amazon order # ***-0517795-2213054. Ceiling fans have always came with remote control holders, which allows to attach the remote to the electrical switch plate in the room. There is a picture of the remote holder which Hunter advitisers, but no longer offers, per the call with their rep. ** looks like the company charges for part of the product which they no longer offer. In our opinion this is called deceptive advertising at least, and fraud at the extreme. Hunter rep offered us to purchase those two remote holders from their company, after we explained the problem: White, G2272-01, Remote Control Holder - ***** Hunter Fan. Resolution requested: ship two remote control holders to our address and stop charding and advertising something which Hunter no longer makes part of the product.

  Business Response

  Date: 07/15/2024

  We are sorry the customer is dissatisfied and do not intend to mislead our customers. 

  Some parts that are not related to the operation of the fan are no longer included with our fans.  The remote holder and other small items are no longer included with our fans, in order to help lessen the carbon footprint by reducing the amount of items not used by many customers and end up in our landfills.  

  We do not know where the items are advertised in/on the new fan box and not included in the box, but will reach out to the customer to see if we can assist them further.  

  We have attached a screenshot of what is included in the box from the Owner's manual

  Business Response

  Date: 07/26/2024

  Per the customer supplied information from the website where the fans were purchased, we discovered a discrepancy and have reported it to the IT team to correct.  

  As it is stated on the website the remote holders are included, we have sent 2 wall holders to the customer at no charge.

  We sincerely appreciate the customer bringing this to our attention.  

  Business Response

  Date: 07/26/2024

  Date Sent: 7/26/2024 2:21:58 PM
  

  Per the customer supplied information from the website where the fans were purchased, we discovered a discrepancy and have reported it to the IT team to correct.  

  As it is stated on the website the remote holders are included, we have sent 2 wall holders to the customer at no charge.

  We sincerely appreciate the customer bringing this to our attention.  

• Initial Complaint

  Date:07/10/2024

  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.

  I have a log standing issues with a Hunter Regalia 60 Fan that was originally purchased from Lowes in 2016. This fan motor failed after 4+ years of use. Hunter Fans advertises a lifetime warranty for fan motors; **************************************************************************************************************************************************** They replace my first Hunter Regalia Fan because of motor failure and the subsequent fan replacement they sent me has now failed as well. I have been emailing back and forth with Hunter ******************** for the past couple of days, only to have them tell me theyre not going to replace the fan. This is contrary to their warranty specifications as publicly advertised. They are false advertising publicly and no upholding their own consumer warranty, which is both unlawful and illegal. email.************** (Hunter Fan)Jul 10, 2024, 15:05 CDT Hello *************************, Thank you for contacting Hunter Fan Company, maker of Hunter and Casablanca fans. As a follow-up, it looks like you bought this fan at ****** and there is no replacement that we have sent to you. In this case, if you want to return the fan you can go to ****** store. 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 *************************************** or call us at **************. Our Hours of operation are Monday through Friday 8:00 AM to 6:00 PM CST.For Casablanca fans: Visit ***************************************/casablanca, or call us at **************. Our hours of operation are Monday through Friday 8:00 AM to 5:00 PM CST. Ticket Number: ******* Sincerely,****** Support Specialist It matters not where the fan was purchased, they are responsible for upholding and ensuring their own manufactures warranty. They have not done so as Hunter advertises. I want my broken fan replaced at their cost as per their own warranty specifications

  Business Response

  Date: 07/11/2024

  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.  (See Warranty link below.)
  
  Per that Warranty a copy of the receipt or other documentation establishing purchase of the fan model is required as the Warranty applies ONLY to the original purchaser. Another document could be a statement from a store's credit card or membership showing the purchase listing hte fan by name or model.  Almost any warranty would require a copy of a receipt as it either has an expiration date or needs to establish original purchaser*.
  

  We sent a link (see below) how to get a copy of the receipt however the customer stated they already provided a receipt.  We researched the tickets and do not see a receipt, but there is a print out for a purchase at Lowes.com, however the print out does not list what was purchased on Lowes.com, a receipt of purchase will list the item(s) of purchase.  The receipt attached to this claim is not for a ceiling fan.

  Hunter Fan Company has gone above and beyond trying to assist the customer with this fan, as a gesture of good will, we will provide one more courtesy replacement fan. Should there be another fan experiencing any issue the customer will need to contact us while the fan is installed so troubleshooting can be performed to determine the actual issue as warranty is based on the diagnostic process and as determined solely by Hunter Fan Company. They will also need to supply full proof of purchase as is explicitly stated in our Limited Lifetime Warranty requirements.

  Warranty link: 
  *******************************************************************************;
  
  How to get a receipt link:
  **************************************************************************************************************
  

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21970738
  
  I am rejecting this response because: we have contacted Hunter Fan Corporate and spoke to management directly regarding this ordeal,  with their (overseas contracted) customer care center. 
  

  ********************** Corporate has advised and provided us directly with a satisfactory settlement for the our fan issues.  
  

  The arrogant response here is no less an example of Hunter Fans (overseas contracted) customer care departments unsatisfactory responses and communications.

  Hunter Fan (overseas contracted) ************* does not command or demand, but requests, asks and advises customers in honesty and integrity.   Something they have not done from the very beginning. 
  

  It had taken no less than 10 separate emails, two phone calls and thru the eventual intervention from Hunter Fans Corporate, for them to do what is right and according to Hunter ************************************ Warranty. 
  

  All this was avoidable, if their (overseas contracted) customer care, werent acting on their own behalf and above tHunters publicly prescribed warranty. 
  

  After finding no joy with their customer care department we made direct contact with Hunter Fans Corporate to initiate the replacement for our failed fan, which was originally installed in 2022.  Weam please with the assistance Hunter Corporate has provided and their personal integrity during this issue.  

  However, we cannot say the same for their (contracted overseas) customer care department.   They are arrogant, condescending, lacking in the basic skills and demeanor to work as customer care representatives for ********************** Fans.   They are directly responsible for not only damaging the companies reputation and good name.   Hunter needs to bring their customer care department,  back into ** under their direct supervision.
  

  I have been purchasing Hunter fans for over 40 years and have never run into this kind of behavior from their customer care, except during the past 3 years.  Its appalling so much so, all the complaints and 1star F BBB rating against Hunter Fans,  can be and are directly attributed to their (overseas contracted) customer care department.

  This same arrogance, self serving, condescending,  behavior and attitude is demonstrated here in their response to us.  We reject such behavior and arrogance.

  However, let it be known for the record;   Hunter Fan Corporate has stepped in and done what is right, without having to correspond and justify the replacement multiple times.  
  

  Thank You Hunter Fan Corporate,  for maintaining your integrity and reputation.

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

  Business Response

  Date: 07/12/2024

  The fan was replaced this morning with one the customer choose under the originally stated offer from Hunter Fan Company of the one-time courtesy.

  Customer Answer

  Date: 07/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.  Thank you HUNTER FAN CORPORATE for your direct assistance.    

  Please consider for the sake of your long standing proprietorship,  bringing your customer care department back to the ** under your direct supervision.   I will gladly absorb the increased cost for employment to pay AMERICANS, FOR AN AMERICAN COMPANY. 
  

  Your decision to move your customer care overseas and under a contractor, has caused your company irreparable harm, almost to the point of losing a 40+ year customer.  If Im one of many, can you afford to lose your customer base and stay viable?   Ive had to deal with this poor customer care department twice now, shame on you.  There wont be a third.
  

  Your customer care department is poor.  *********************  rating of 1 star is reflecting an accurate assessment of your customer care department, please do something about it.   If I have to go thru this up evil again for a failed motor, well find another fan company.

  Sincerely,
  
  *************************;

  USAF, Retired
  ***********************************************
  ********************

  
  

• Initial Complaint

  Date:07/10/2024

  Type:Delivery 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.

  Fan order June 22nd, 2024 Tracking number provided. Item never shipped ******* Outdoor 52 inch - Premier Bronze - Stained Oak $174.80 Repeated phone calls and emails have failed to resolve this problem. I really would just like to have the fan delivered.

  Business Response

  Date: 07/10/2024

  We are sorry the fan package was lost during the shipping process, the fan was picked up from our location and not scanned like the other items on the order. 
   
  We explained that we have to wait **************************************************** will not get scanned and then shipped by ***** before we can replace an order. Orders do get "found" and then shipped.  
   
  It has now been the required 14 days and we have replaced the fan and sent the order information to the customer.

  Customer Answer

  Date: 07/13/2024

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

  This could have been resolved with better communication. Their customer service never told me about the ****** requirement that they had with ***** if I had known that I would have been able to  save a lot of time from writing emails and phone calls
  Sincerely,
  
  ***************

  731 ******* Ct

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

  
  

• Initial Complaint

  Date:06/10/2024

  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 4 Hunter Fans - Channing model from the ********** in January of 2024. I had my contractor install them a couple weeks later in ********. I purchased the 4 fans for my 4 bedrooms. I had previously had fans in each of the bedrooms but they were not controlled by the switch. i purchased the fans because they were remote operated. Unfortunetly all of the fans were on the same circuit and this caused an issue with pairing the remotes. First contact with Hunter customer support they immediately sent out new remotes. My contractor came back and tried to pair them, did not work. Then support said un wire all fans and turn off the circuit 6 times for 60 seconds each and then pair each fan individually. That did not work. Then support sent me wiring diagrams, my contractor came back out and we sent photos of each of the wiring for the fans in the bedrooms. They then asked for my ********** reciept which I provided. By this time I have had my contractor out multiple times and it is now April. Hunter did agree to send me 4 new fans since all of their troubleshooting did not work. I received the new fans and had to have my contractor come back out to remove the old ones and hang the new ones. I also had him go a step further and wire these to the switches costing me additional money. I bought the additional Channing model Hunter fans because they had the remote and I was trying to avoid paying extra to wire to a switch. But ultimately I had to wire the new ones to the switch. Also want to note the Channing model fans that I purchased have since been discontinued. I am not asking for both of the contractor invoices to be credited back to me, but I am asking for credit for one, because I would have had to pay a contractor to install once. I am frustrated at the fact that I had to pay twice to have my contractor come out multiple times. I jumped through every hoop their support asked of me. I have an email chain that is 36 emails long over the past 5 months

  Business Response

  Date: 06/25/2024

  We are sorry to hear the customers issues with the fans, we reached out to the customer directly on June 11th, 2024. 

  We sent the email attached requesting information about the required return of the warrantied fans, but have not received a reply to date. 

  The case is still open awaiting a reply regarding the return of the 4 fans that were replaced.

• Initial Complaint

  Date:05/29/2024

  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 have been trying to get my refund credit since April, the received my fan return on 4-15 and advised I had to wait until 30 days as my credit card company was holding my refund. I reached out on May 16th and they escalated the situation and stated my refund was processed yet they refuse to give me any documentation and my credit card has never been refunded back to- they keep telling me "The refund was processed for our advanced department on Friday May 17th, 2024, so now you have to wait for the bank to post the money in your bank statement, and usually it takes 1-10 business days or 1-2 billing cycles. We have issued the refund". I have asked fro proof that they credited me so I can send to my credit card company and they refuse to send me anything. I am at my end with this every other place i have returned things to I have been credited promptly.

  Business Response

  Date: 05/29/2024

  We are sorry for the delay in the refund showing as posted. It was refunded previously and some delays can happen within a billing cycle however the refund should have been showing as refunded on the order.
   
  We researched the refund and it is now showing as credited to the order in the amount of $181.90. A screenshot was emailed to the customer for their records.
  
  
  

  Customer Answer

  Date: 05/30/2024

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

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

  12728 SEASONG TER

  Bradenton, FL 34211

  
  

• Initial Complaint

  Date:05/22/2024

  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.

  I purchased a Hunter fan August 2023 but did not try to install it until May of this year for a variety of reasons. During the installation process I discovered that parts need to attach the light fixture to the fan were missing and that the fan did not work. I called Hunter and after a long 10 days of haggling they agreed to honour 12 month warranty and send a replacement receiver and the missing parts. However, they advised it would be 6 to 8 weeks before I received them. This is not acceptable as I wanted to use the fan during this summer's heat. Further, I can't understand how anything could ***********-8 weeks in our age of modern logistics. I would like a) a refund of the purchase price so I can buy another unit locally, or expedited shipment of the needed parts via ***** or similar service.

  Business Response

  Date: 05/23/2024

  We were able to locate a different receiver that is compatible with the customers fan model and is in stock at the Canadian distribution center.  

  They are processing the order and it should ship to the customer shortly.

  Business Response

  Date: 05/24/2024

  We were able to locate a different receiver that is compatible with the customers fan model and is in stock at the Canadian distribution center.  
  
  They are processing the order and it should ship to the customer shortly.

  Customer Answer

  Date: 05/24/2024

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

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

  302 - ******************

  *********************** 1B4 ******

  
  

• Initial Complaint

  Date:05/21/2024

  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 on number two smart fan replacement. Same issue as before. A noise that is coming from the unit. At all speeds it's making a clicking type sound. At all speeds.

  Business Response

  Date: 05/22/2024

  We are sorry to hear the customer is having issues with the fans remote control and a clicking noise as reported to the Customer Support agent.  The customer reported the remote control was not working to the WiFi SIMPLEconnect team. They provided assistance with pairing and the customer stated it was not working even after replacing the batteries. The customers ticket, *******, was then transferred to the Customer Support team for further assistance as the the issue was not related to the SIMPLEconnect team.  

  The Customer Support agent requested the fans model number as parts and specifications are related directly to the fan model number.  There were several attempts made to get the fans model number or confirmation if the fan in question was the replacement fan received in July 2023 so the agent could assist them, the customer would not provide the fans model number directly and attempts to get confirmation if it was the replacement fan from 2023 were not clear.  We received photos of the remote control.  
  
  The customer reported the fan was humming previously and now states the fan is making clicking sounds like the first fan that still has not been returned, as required under the warranty fan replacement process, per the second BBB case ********, see below.  The ticket is still open waiting for this confirmation we will continue to assist the customer with the clicking noise first then if resolved the remote control will be addressed as they are 2 separate issues unrelated.
  
  We can replace the humming/clicking fan once we receive the 1st replacement fan back using the Hunter-paid ***** return label, a copy of which will be emailed to the customer again. Tracking number ************
  -- -- -- --
  09/14/2023 BBB  ******** Customer Statement:  I purchased a ******************** Fan directly from their website. The first one failed, making noises. Reached out, they replaced it. With the same one. Fast forward, the second one is now making a humming sound. Like a motor/bearing issue. I have been communicating with them via email. They offered another replacement/upgrade. Asked me to choose three. Did so, all three were over their "limit" so I called in to speed up the process, agreed to pay the difference on the cost. Spoke with **agent**. He asked some questions, said he got one approved. Placed me in hold. Then his supervisor gets on the line and declined to send the one **agent** approved. Stating I did not return the replay/defective one. She stated unless I could provide tracking to confirm return, they were not willing to replace. So I was accused of keeping/not returning the defective one and refused to process the replacement that **agent** approved.  Desired Settlement:  Refund
  
  09/14/2023 BBB  ******** Hunter Fan Company Reply:  We are sorry the customer is having a noise issue with the replacement fan we sent in July of this year and will do our best to assist the customer once the first fan is returned to us. Returning the warrantied fan is required under the fan replacement process, this is how we warranty the replacement fan as it would not have a purchase receipt and the proof of purchase is required for any warranty claim, per the Limited Lifetime Warranty as it applies only to the original purchaser.  
  This would be the same as any retail store, you would need to return the item to get a replacement.  The difference is we do not require the item to be returned first before replacing as a courtesy to our customers.  
  It was communicated via email on Ticket ******* that the first fan the customer purchased (clicking noise) from online order ****** on 04/12/2023 would need to be returned using the return label.  These are automatically generated and emailed from the replacement order ********** placed on 07/14/2023.  As of today, this fan has not been returned. There is no record of the pickup being scheduled or the fan being dropped off at a ***** location via the ***** tracking number for the return. Once that first fan (clicking noise) is returned, we can replace the 2nd fan (humming noise) and issue a return label to have that fan returned to us as required.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21744019
  
  I am rejecting this response because:

  The model has been advised multiple times due to my 1st issue with the noise. They continued to not assist. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/23/2024

  We emailed the customer yesterday 05/22/2024 with troubleshooting steps for the clicking or humming as noise as previously reported, and are waiting for their reply to continue to assist the customer with the clicking noise first. Then if resolved the remote control will be addressed as they are 2 separate issues that are unrelated.

  Customer Answer

  Date: 05/25/2024

   
  Complaint: 21744019
  
  I am rejecting this response because:

  There's no diagnosing a sound except replacing. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/28/2024

  Troubleshooting is required to diagnose what is causing the noise and what the correct resolution would be.  As different noises can be cause by different issues, not all noises require a fan to be replaced.  If we determine the fan needs to be replaced we can replace the humming/clicking fan once we receive the 1st replacement fan back using the Hunter-paid ***** return label, a copy of which can be emailed to the customer again if they still have the 'old' fan. Tracking number ************, document attached.

  Per the Limited LIfetime Warranty, troubleshooting and a diagnosis by Hunter ******* determines the resolution.  Warranty link: 
  *******************************************************************************;
  

  We have resent our May 22, 2024 troubleshooting email to the customer and hope to receive a reply to help assist further.  
  

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21744019
  
  I am rejecting this response because:

  As I've explained to them multiple times. Eve6was returned. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/29/2024

  The tracking number on the return label we provided (see the previously attached screenshot) has not been used, returned, scanned or received.  If the customer returned the fan using a label he purchased, we have asked for any tracking information he may  have to verify the fans return.

  Regardless, we can assist the customer once he replies directly to our troubleshooting email re-sent yesterday.

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21744019
  
  I am rejecting this response because:

  This was returned months ago. Many months ago.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/29/2024

  We will be able to assist the customer once they reply to the troubleshooting email that was sent directly to the customer.  

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21744019
  
  I am rejecting this response because:

  It's a noise, a motor noise. It's happened before. Troubleshooting will so nothing.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/29/2024

  We will be able to assist the customer, however they will need to reply to the troubleshooting email as required by the warranty.  

  Troubleshooting is required for the Limited Lifetime Warranty for determination solely by Hunter Fan Co.
   
  Motor Limited Lifetime Warranty
  If any part of your ceiling fan motor fails during your ownership of the fan due to a defect in material or workmanship, as determined solely by Hunter, Hunter will provide you with a replacement fan free of charge.* The foregoing limited warranty applies only to the motor itself and does not apply to electronic controls such as remote control transmitters, remote control receivers, or capacitors used in conjunction with the motor. Such electronic control items are included in the one-year limited warranty below.

  The process moves quite quickly if the customer will respond to the simple questions being asked in the email that has been sent 3 times with no reply to date.

   

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21744019
  
  I am rejecting this response because:

  Troubleshooting a motor noise will accomplish nothing. They are poor quality and once again needs replaced. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/30/2024

  If any customer needs to file a warranty claim, they must follow the warranty process.

   As stated several times in reply to the multiple rejections, we will assist the customer once they reply to the troubleshooting email.  Nothing further can be done until we receive a reply to the email sent 3 times to the customer.  We wait for their reply and coming to a resolution.