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:07/15/2023

  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 Aerodyne fan (*****) from Amazon.ca on May 3, 2023. I chose this fan because it is supposed to connect to Wifi and Apple Homekit (this feature is called Simple Connect). I bought this fan to replace another Hunter Simple Connect fan that had been destroyed by a water leak. The Simple Connect feature on my new fan has never worked (it becomes unresponsive over Wifi / homekit shortly after it connects) whereas I had no issues with Simple Connect on my old fan. I sought support from Hunter and a Hunter employee named ****** made some suggestions for me to try (changes to my Router settings, etc.). I followed these suggestions but this did not help. I asked for further assistance but Hunter (and specifically *******) have manly been unresponsive to my requests now for about 2 months. I say they were just "mainly" unresponsive since every once in a while ******* writes to me but then he ignores me again. For example, a couple of times ******* asked for my availability to have a phone call with him but then he failed to call me after I provide availability (even though I had good availability). And one time ******* noticed that my fan was online (this only lasted a short time before it came unresponsive) so he wrote to me (after having been unresponsive again) asking if my issues were now resolved, and then when I said they were not resolved, he became unresponsive again. I would have returned the fan to Amazon.ca had I known that Hunter would simply ignore my requests for help but I instead tried to get help from Hunter and now it is too late to return the fan. I think the fan is a dud being that I did not have similar problems with my prior Hunter fan, which I operated in the same location over the same network. I have two wifi networks in my house and multiple homekit devices and I have tried using all of them to connect to the fan, but nothing works.

  Business Response

  Date: 07/17/2023

  We are very sorry to learn the connectivity issue was not resolved.  
  
  After checking the customers case, ticket *******, we do not see a reply to the SIMPLEconnect agents request for a time to call made on June 16th and again on June 21st.  
  
  We have reopened the case and the SIMPLEconnect agent will be in touch again with the customer to resolve the connectivity issue. 

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20325225
  
  I am rejecting this response because:  My issue remains unresolved.  Notably, I promptly responded to both emails in question. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/17/2023

  We have reopened the case and the SIMPLEconnect agent will be in touch again with the customer to resolve the connectivity issue. We do not know why the customers replies are not visible to their case, ticket *******, as we can see the prior communication, however the SIMPLEconnect does have the case open and will be reviewing and reaching out to the customer for further assistance.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20325225
  
  I am rejecting this response because:  While it is good that my case has been reopened, the issue has not yet been resolved.

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

  Business Response

  Date: 07/18/2023

  After troubleshooting the issue it was determined the best action was to replace the fan.  An order was sent to the ******** distribution center to ship the replacement fan to the customer.  The customer was emailed this information today.

  Business Response

  Date: 07/18/2023

  Date Sent: 7/18/2023 2:03:59 PM
  After troubleshooting the issue it was determined the best action was to replace the fan.  An order was sent to the Canadian distribution center to ship the replacement fan to the customer.  The customer was emailed this information today.

  Customer Answer

  Date: 07/18/2023

   
  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:06/28/2023

  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 contacted Hunter about an issue with my Fan multiple times in early June. Finally got a response and ticket # ******* was created. They asked several questions on 6/22/23. I responded that day and have sent multiple copies since then with no response as of today 6/28. I am left with a totally useless fan that has a lifetime warranty.

  Business Response

  Date: 06/29/2023

  We are sorry the customer is experiencing a wobble in the fan after many years of the fan operating perfectly.

  We received one email from the customer using this email and phone number on June 22, 2023 and replied on that same date but to date had not received a reply. We did find out this week that some tickets we were not receiving the customers replies and we are working to resolve this issue.
  

  By reviewing the customers reply, provided on this case, we have a couple more questions and troubleshooting steps and have emailed the customer and provided an alternate email for the reply to ensure we receive the results.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20250131
  
  I am rejecting this response because the issue is not yet resolved. I did get a follow up email asking me to do more tests. I have replied and am awaiting their response. It is very difficult to do everything they ask as I am disabled. The fan did last a long time I think however its exceeded its useful life.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/29/2023

  Customer has replied with the follow up troubleshooting steps and is being offered a replacement fan.  We are waiting on his reply to the fan and light kit option.

  Customer Answer

  Date: 07/05/2023

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

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

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

  **********, ** 32780

  
  

• Initial Complaint

  Date:06/23/2023

  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.

  ***************************** ************; Order # H39190 Date 6-9-23; Model # HP800 air purifier *** tracking number 1ZV56F124209679454.The air purifier was not delivered. I think *** lost it. I contacted *** and they told me to contact the seller (Hunter). I tried several times to contact Hunter, but can never get through - wait forever on hold, then it hangs up on me. I cannot get through to Hunter to resolve this issue.

  Business Response

  Date: 06/26/2023

  We are sorry to hear the customer was not able to get through to ********************** Pure Aire regarding their order.  Their hours of operation are Monday - Friday *am to 6pm Eastern ******** time.  You can email and Chat at well.  Below is the contact and a link to Hunter Pure Aire.

  To reach Hunter Pure Aire
  

  ********************************************************
  Email: ************************************
  Phone: ************
  Chat: Chat Support
  Hours: Monday-Friday 8 AM to 6 PM Eastern Time
  
  >Prior to 2023 - Humidifiers, Thermostats, Bath Fans, Heaters, and Portable Fans 
  For humidifiers, thermostats, bath fans, heaters, and portable fans purchased prior to 2023:
  Call ************ and select the option for Sienhua 
  or email *******************
  

  Business Response

  Date: 06/26/2023

  We are sorry to hear the customer was not able to get through to ********************** Pure Aire regarding their order.  Their hours of operation are Monday - Friday 8am to 6pm Eastern ******** time.  You can email and Chat at well.  Below is the contact and a link to Hunter Pure Aire.
  To reach Hunter Pure Aire
  
  ********************************************************
  Email: ************************************
  Phone: ************
  Chat: Chat Support
  Hours: Monday-Friday 8 AM to 6 PM Eastern Time
  
  >Prior to 2023 - Humidifiers, Thermostats, Bath Fans, Heaters, and Portable Fans 
  For humidifiers, thermostats, bath fans, heaters, and portable fans purchased prior to 2023:
  Call ************ and select the option for Sienhua 
  or email *******************

  Customer Answer

  Date: 06/26/2023

  Thank you for your help with this matter.  Although the company (Hunter Fan) responded and provided a new phone number to me for customer service, my complaint is still not resolved.  I called their number, but was not able to talk to anyone - it only let me leave a message and said they will return my call, but I do not believe them because last week, I phoned several different Hunter Fan customer service numbers, was never able to talk to anyone; left my call-back number several times and have not heard back from them.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20229633
  
  I am rejecting this response because: Thank you for your help with this matter.  Although the company (Hunter Fan) responded and provided a new phone number to me for customer service, my complaint is still not resolved.  I called their number, but was not able to talk to anyone - it only let me leave a message and said they will return my call, but I do not believe them because last week, I phoned several different Hunter Fan customer service numbers, was never able to talk to anyone; left my call-back number several times and have not heard back from them.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/29/2023

  We are Hunter Fan Company makers of Hunter and Casablanca ceiling fans.  Hunter Pure Air handles the Air Purifiers.  We have attempted to assist with the information needed to reach Hunter Pure Air on the 2 calls we received on June 23rd, 2023.

  Today we chatted following the link provided to the Hunter Pure Air customer, and received a reply from them, this was forwarded to the customer. See attachment.

  As the **** messages are coming to us, as we reached out on behalf of the customer, we will forward any further messages.  If the customer would like to receive direct communication they will need to go to the link and start a **** with Hunter Pure Air.   ********************************************************

  We hope they receive resolution quickly with Hunter Pure Air.

  Business Response

  Date: 07/07/2023

  Customer received a replacement Air Purifier from Hunter Pure Air, unfortunately it arrived damaged during shipping.  The customer had reached out to the ********************** Pure Air and also back to us.  We followed up with Hunter Pure Air who had responded to the customer that they would be shipping another Air Purifier to them. The customer confirmed via email to us that they had been contacted and it was being resolved by Hunter Pure Air.

   

   

• Initial Complaint

  Date:05/24/2023

  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.

  April, 2023 I purchased a Neutron, smart wi-fi three blade ceiling fan. Out of nowhere it disconnected from the **** services. I reached out for technical support via email. Received no response. So then I called and received technical support. Spoke with a ***. No resolution was reached. He them took all the information and submitted for an escalation support. I have heard nothing back for a week. As my fan is not functioning as intended. It is defective and I'm unable to use the smart features. The entire reason for the purchase. I have also sent two follow up emails.

  Business Response

  Date: 05/24/2023

  We are sorry to hear the customer had issues with the SimpleConnect fan.  We searched the general emails and found no previous emails regarding a WiFi connectivity issue.  

  The customer called Tech Support on Monday late afternoon 05/22/2023 who informed customer that they needed to gather information for the Wi-Fi specialist to contact the customer directly as this is a specialized department dealing only with SimpleConnect/Wi-Fi issues.  

  The specialist replied to the customer early this morning, Wednesday 05/24/2023 and assisted the customer with the issue, provided assistance and possible reasons for the fan not being connected.  The customer replied the issue was resolved. The specialist also requested the customer reply back directly to them should they have this experience again.

  Customer Answer

  Date: 05/24/2023

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

  There were numerous emails to a ***. All information requested was submitted. I did receive communication today, 05-24-2023 and this has been resolved. 

  resolution.

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

  1500 ********************

  Dayton, ** 45449

  
  

• Initial Complaint

  Date:05/01/2023

  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 ordered a fan from Hunter, and received an entirely different fan than what I ordered. The delivery arrived later than was anticipated, on a Sunday (4/30). Hunter is closed on Sundays, so I called when they opened Monday (May 1). I told them we were getting electric work done on Wednesday (5/3), so I needed them to overnight ship the correct fan. The first person I spoke to immediately said they could not do that- they did not apologize or express concern for the issue at all. They then transferred me to *****, who they said was a supervisor. I explained to him that I did not want to reschedule the entire day of electric work that we had scheduled for our home because they sent the wrong fan. He told me there was nothing they could do, and took a disrespectful tone with me and laughed at my concerns. I feel disrespected by the company and put in a horrible situation because of their mistake that they did nothing to correct. Attached is my actual order and the incorrect fan that I received.

  Business Response

  Date: 05/01/2023

  We are sorry about the wrong fan being shipped in error and had requested a photo of the fan that arrived to order the return label for that fan with the replacement fan order. The photo requested was submitted with this case and we have attached it to the case our agents were assisting the customer with today. The replacement order was placed earlier this morning and we have emailed the return label for the fan that arrived in error to be returned back to **.
  

  We reviewed the calls this morning and as the agent and supervisor expressed, we apologize for the shipping issue.  Unfortunately we do not have an overnight option in any of our ordering platforms.

  The replacement order was submitted this morning.  By placing the order right away this morning, we may have a chance to ship it today and since we ship from *********** the fan may arrive by the date requested, although we cannot guarantee shipping times. 

  
  

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 20002033
  
  I am rejecting this response because:
  It did not fix the issue, and you did not get me the correct product that I ordered within the time that I needed it. You sent me an additional product without my permission. I will now have to waste my time mailing back 2 products to you. I would like to be compensated for that time in addition to the new products I had to purchase in order for the electric work to still be completed as planned.
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/04/2023

  We apologize for misunderstanding the customer, we understood from the call the customer wanted us to replace the order with the correct fan, and we placed the order that morning.  

  We have emailed the customer the instructions for returning the online order for a refund.  They will receive a Hunter-paid ***** return label from the return process that will be associated to the order for the refund of the online order.  The return is simple, the Hunter-paid ***** label is placed on the box, the customer calls ***** for a pick up and ***** will pick up the fan from their location, home or office.  Once the customer follows the online process for the return and the fan is returned using the tracking issued by the online process, they will be issued a refund to the payment method used for the order.  

   Again, we are very sorry the wrong fan arrived from the original order and we will attempt to cancel the replacement order and will resolve this order separately. 

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20002033
  
  I am rejecting this response because: This is the second complaint that I am making regarding this issue because it still has not been resolved over one month later. I ordered a fan from Hunter. I received a completely different fan than the one I ordered. My electrician was coming to install it in 2 days, so I asked them to overnight ship me the correct fan. They refused, so I asked them to return the wrong fan. Instead, they tried to ship me the replacement fan without my permission. I am assuming that order was canceled, because we never received that fan. I used the mailing label that they provided to me to return the wrong *** that they had sent me. The fan has been confirmed as received via the tracking number for over one month now. I called on Tuesday, June 20 asking them to issue the refund. They didnt even have the tracking number that they had sent me for the return! I provided the tracking number for them, and they said the refund was being escalated. I have still not received the returned funds. So, I called again today and they said the exact same thing, because apparently the last person who said they were going to process my return did not do so. My original order was from April 26. I would like to be refunded the original amount of my purchase, for a fan which I do not have and never received, as well as interest for the exorbitant amount of time this has taken to deal with and they have been holding my money that I am entitled to.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/27/2023

  We are sorry if there was any confusion in our prior communication, we did not refuse to Overnight the fan, we do not have an Overnight option in our order platform, we only have Standard shipping outside of the Online order process which offers Standard and 2 - Day Shipping.  We cancelled the order the customer stated they did not want and we provided the information on how to receive a Refund of the Online order.  
  
  The customer stated they did not want the replacement fan, that it was ordered without permission "You sent me an additional product without my permission. I will now have to waste my time mailing back 2 products to you." therefore the replacement order was cancelled.  
  
  On May 4th, 2023 the customer was provided the instructions (see attached email) on how to obtain a Refund of the online order.  The customer did not follow this process and the Online order has not been refunded as of this date.  As this process was not completed, there was not a Return label generated that is associated to the Online order to track for a Refund.  The label used was for the Replacement fan order to return the wrong fan received, this is not associated to a Refund, it is associated to a Replacement order only.
  
  We will contact the ************** and provide the information that the fan was returned using the cancelled Replacement orders return label (see email attached) and not the Refund label that would have been generated by following the online Return/Refund process.  Once they have confirmed the fan return and processed the refund we will reach out to the customer with the update.

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20002033
  
  I am rejecting this response because: It appears you have only refunded me for the price of the fan and not for the shipping. It is not my fault that you shipped me the wrong fan. You need to issue a refund for the original shipping cost as well.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/28/2023

  The refund, full refund including shipping, was processed today and the customer should be able to see the credit to their account within the next billing cycle.

  Business Response

  Date: 06/30/2023

  Date Sent: 6/28/2023 1:39:08 PM
  The refund, full refund including shipping, was processed today and the customer should be able to see the credit to their account within the next billing cycle.

  Customer Answer

  Date: 06/30/2023

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

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

  10384 Maywind **

  ********, ** 21044

  
  

• Initial Complaint

  Date:04/04/2023

  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 two ceiling fans from HunterFan.com. I was looking for ceiling fans that matched ceiling fans I purchased at Lowes last year from this company (that seem to have been discontinued). Regarding the fans I purchased last year, the globes are made of glass. The new fans I purchased from HunterFan.com look nearly identical to my old fans. The website for the new fans says the globes are glass, and the user manual also claims the globes are glass. However, when I received the fans, the globes are made of cheap plastic. This is false advertising. I want this company to discontinue its false claim; and I want them to either replace the fan for one that looks similar but has a glass globe or offer appropriate compensation for their false claim.

  Business Response

  Date: 04/06/2023

  We are sorry to hear the customer is not happy with the lighter weight globe that came with the new fan and understand his feeling of using the term 'glass' as misleading.  It is never our intention to mislead our customers regarding our products.    

  Glass is often used to describe the covering of the light bulbs, side glass for the individual shades, bowl or glass referencing the light bulb cover, not necessarily meant as the products material.  We have reached out to our website team for review.    

  On the customers first contact, March 23, 2023, the customer was offered the option of returning the fans online for a refund, or returning the fans through customer support and receive different fans.  This offer was rejected by the customer as the customer did not want to return the fans, just receive 2 different fans for free.  When the customer contacted support again April 4, 2023 the offer was again offered and the contact ended with the customer needing to think about the offer before making a decision.    

  The offer is still valid for the customer to either return the fans following the online process for a refund or returning the fans through the support team for replacement fans.  The current fans are required to be returned for either option.  We supply the Hunter-paid ***** return labels which are call labels, so the customer does not have to take the fans anywhere, they call when the fans are packed and the labels attached for ***** to come to their location to pick up the fans.  The customer is responsible of ensuring ***** picks up the packages from a secure location, home or office.

  
  

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19896905
  
  I am rejecting this response because:

  The company is not taking responsibility for its false advertising. The company says, "Glass is often used to describe the covering of the light bulbs," etc., and attempts to claim glass is a generic word for the covering. That is incorrect. I imagine glass was the word the company used for the covering in the past because the covering was, in fact, made of glass. Now the company is trying to save money by making the covering of cheap plastic, but it did not update its materials. To call it glass is false advertising. The company needs to take ownership of this fact and provide appropriate compensation. Additionally, stating they "have reached out to [their] website team for review" is not an appropriate resolution. First, the misleading statement is not only on the website; it is also in the written product manual, which I attached to my first complaint. Second, stating they will "review" it is not a promise to fix the problem. Glass is not a general word that can be used to describe the globe/covering unless the globe/covering is made of glass. The company should (1) correct the false advertisement on their website and in their written materials; and (2) compensate me for their false claim. A simple exchange is not compensation for their false and misleading claim regarding their product.
  
  Regards,
  
  ***************************

  Business Response

  Date: 04/10/2023

  The offer is to return for a refund or replace the fans.  We have been in contact with the customer about replacement fans, today (after returning from the holiday weekend - we were closed April 7th -9th) and waiting on a reply to approve the replacement fans they suggested.
  

  Our Online Web support team reviewed the information and have changed the term Glass to Lens Cover Finish online for this model.  In the Manual the part is mentioned as glass or globe depending on the installation step. 

  Some fans use these same install instructions and the manuals can be some what universal for similar styles fans, some with glass or some with plastic lens.  The lighter lens has not been changed as a cheaper options, it can be an added benefit.  It is often requested as a safer options in rooms with children for example play rooms, bedrooms, or areas that are subjected to colder temperatures if struck by anything.

• Initial Complaint

  Date:04/03/2023

  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 ceiling fan with lights in June 2021, which wasn't installed until August 2021. In about January 2023 (about a year and a half after purchase), the light started randomly flickering and continues to do so at this time. After attempting to email/call Hunter to resolve this problem over the last several months (and spending money on an electrician to troubleshoot the issue), I'm being told that the part they believe is the problem is the receiver and it's out of warranty so I would need to spend another $35 or so dollars on a new receiver (in addition to more money on an electrician to fix their defective product). This is a defective and expensive product. It should not be sold and I should minimally be given some kind of refund on a ceiling fan that I've now spent over $500 on to work as it should a year a half after purchase. This product fails to provide warranty of merchantability and does not function as it claims and should.

  Business Response

  Date: 04/04/2023

  We are sorry the customer is experiencing a flickering light on the ceiling fan.  The Limited Lifetime Warranty covers the motor and the 1-Year Parts Warranty covers parts for 1 year, this is from the date of purchase, Jun 4, 2021 and is beyond the date when the customer first contacted us on February 28th, 2023.  

  Per the Owners Manual and Warranty, To obtain service, contact Hunter Fan Company online www.HunterFan.com/Support/Contact-Us/ or by phone at1-888-830-1326. Under the 1-Year Parts Warranty as determined solely by Hunter, Hunter will provide a replacement part free of charge.  The Warranty does not refund the purchase of the fan, parts or any costs or fees associated with the labor (including electricians fees) required to install, remove, or replace a fan or any fan parts.  
  

  The customer contacted Customer Support on 3 separate tickets on Feb 28th, Mar 7th and Apr 3rd all of this year.  We offered troubleshooting steps to determine the issue and course of resolution.  As with any products warranty, once a warranty is no longer active any parts or repairs needed would be at the owners expense.

  As a one-time courtesy we will send a replacement receiver to the customer. 
  

  Owners Manual with Full Warranty explained (page 9) attached. **********************************************************;

  Customer Answer

  Date: 04/06/2023

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

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

  1412 *****************

  *******, ** 21014

  
  

• Initial Complaint

  Date:03/28/2023

  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 need to fix one of my Casablanca fans speed box and possibly need a part Im Willing to pay for, but Casablanca insists on a serial number and Ive sent them several numbers including one embossed on the fan itself and photos and they insist no and then dont respond this is extremely frustrating because they dont work with you

  Business Response

  Date: 03/28/2023

  We have been communicating with the customer on several tickets trying to assist the customer obtain the fans model number, offering explanations of the location and that the model number is a 5 digit number.  

  As we have manufactured over ****** ceiling fans it is impossible to determine the fans model number based on the photo and troubleshooting, parts, etc. would be based on the individual fan.  

  We have reached out to the customer with a copy of one of their photos highlighting the area where the model number is located, We look forward to hearing back from the customer and assisting them further.

• Initial Complaint

  Date:03/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Poor installation directions on fan. Directions in black and white print making incomplete definitions of colored wires in the instructions. Just plain lousy following along instructions. The instructions included with the product are not specific to this model but general instructions that can be used for all models. From customers point of view very very poorly executed. Model *****.

  Business Response

  Date: 03/10/2023

  We are sorry the customer is having difficulty with the instruction manual for the fan.  We try to provide comprehensive instructions that will work for any home owner doing their own fan installations, following the step-by-step instructions.  
   
  As we have manufactured over ****** fans it makes sense to provide universal owners manuals for fans that install the same.  We have several different installation manuals based on the fans specifications, blade irons or not, different lighting features, remotes and or wall controls, etc.
   
  For this particular fan model the Owners/Installation manual, page 10, provides detailed explanation of which wire, the color of the wire, and location of the wires that are attached together, page 10 diagram attached.  Also we provide Customer Support for our ceiling fans and provide the phone number on each page of the manual in case a consumer gets hung up in one area, they do not have to leave the page to find how to reach us for assistance. Casablanca Support **************
   
  Owners/Installation Manual:  ******************************************************
   
  We have reached out to the customer to help provide further assistance by email.

• Initial Complaint

  Date:02/09/2023

  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.

  Bought three hunter fans within last 2-3 years. All three don't work well, intermittent light flickering and one that constantly flickers. I thought it was the wiring in my older home and even finally had a repair man come and assess the installation and wiring. Came to finally realize after tons of trouble shooting and reading numerous online reviews of the exact same issue that it's the receiver in the fans. Hunter refused to provide new receivers b/c the fans are over their 1-year warranty. I purchased a new receiver off Amazon to test it and it works perfectly. The new receiver looks the exact same but has different part/model #'s. Hunter knows they sold defective receivers and won't admit it nor provide replacements. My request for Hunter is to reimburse me for the new receiver I purchased and to replace the other two receivers. Attached several examples of reviews from different sites. There are tons like these Thank you

  Business Response

  Date: 02/10/2023

  We are sorry the customer is having flickering issues with their fan light.
  From the communication with our agents we see the customer has had the fans since 2021 and stated the fan light has been flickering since the beginning, but has not reached out to us until a few weeks ago late January of this year 2023.  We have asked the customer for their receipt on 01/23/2023 but have not received the receipt to date, only the reply they will be submitting online reviews on various sites to warn potential customers...  
  
  We want to help address the issue as there may be several reasons this could be happening.  Sometimes flickering is a result of needing to activate the dimming feature which is a quick simple process. If this does not resolve the issue we ask the customer to verify the wiring to ensure everything is connected, correctly and securely.  If this does not resolve the issue we replace the receiver.  
  
  Receivers fall under the 1-year Parts Warranty which is validated by a copy of the receipt or of purchase (POP).  All warranties are valid only to the original purchaser of a new Hunter or Casablanca fan which is why the receipt is required.  Fans purchased as used, like new, reconditioned, or in any state other than new have no warranty and parts would need to be purchased by those customers. The warranty is to replace the part or fan as determined by the troubleshooting and validation of any warranty.  We do not reimburse for parts or fans purchased as repairs or replacements per our warranty.
  
  We stand behind our product and our warranties, as a one-time courtesy we will replace the receivers once the customer has provided a copy of the receipt showing the fans were purchased in new condition and verifying the fans model numbers.  

  Customer Answer

  Date: 02/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************