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:12/27/2022

  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.

  Ceiling fans light started malfunctioning after approximately 1 month of use. Several emails with customer service indicated that ai need a specific part that is under warranty. *** attempted to email them the required documents and the representative states that the emails are too blurry. Called Lowes direct and emailed the receipt for the fan that ***** provided. No response. I request that the warrantied part be sent so I have light in my bedroom that the fan is installed. Thank you for your help.

  Business Response

  Date: 12/27/2022

  We received a clear invoice and the customers order was placed first thing this morning, after our return from the holiday weekend. We have emailed the customer to provide the order information.

  Customer Answer

  Date: 12/27/2022

   
  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,
  
  ***********************

• Initial Complaint

  Date:11/17/2022

  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.

  This complaint concerns an unresolved warranty claim on a Hunter desk fan.On September 23, 2022 we contacted the Hunter Fan Company to file a warranty claim on a motor-related failure on our Hunter desk fan. On September 26, 2022 we were told via email from ************* North America (Hunters representative) that a warranty claim had been initiated.Since filing our warranty claim Hunter has sent ** three fan motor bases. All three we received were in used condition and none were working properly, although we were consistently told a new fan base would be sent to us. On November 9, 2022 we emailed Hunter (Sienhua) requesting that they send us a new (preferably tested to ensure working properly) fan base to fulfill our valid warranty claim, and asked that they respond no later than November 16, 2022 to our request. No response was received.

  Business Response

  Date: 11/21/2022

  According to *******, who offers support for the Retro Desk fan, they have done everything they can for the customer unless the customer wants to send back "defective" motor/head and fan for review and/or replacement or send video of the defective head as as outlined below.
  

  Sienhua customer service department provided the following steps they have taken regarding this customers desk fan:
  >They have sent this customer 3 replacement heads.
  >Customer continued to complain that the fan did not work correctly.
  >They requested customer to send back the "defective" motor/head for review and replacement or send video of the defective head. The customer has refused to send either.
  

  At this point the customer needs to send the fan and some motors back to Sienhua as requested.

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18419434
  
  I am rejecting this response because:

  Hunter/Sienhua has not addressed our complaint in their response to the BBB or proposed any other solution to satisfy that complaint.All of Hunter/Sienhuas communications to us stated they would ship a new replacement fan as documented in the attachment to our original BBB complaint. We are asking no more of Hunter/Sienhua than to do what they said they would and send us a new replacement fan.
  
  To correct Hunter/Sienhuas assertions we did not refuse to send videos or return the defective fans, and Hunter/******* made no request that we send back any or all of the three used and defective fans they have sent us. On October 24, 2022 we advised Hunter/Sienhua we do not have the equipment to create and send videos of their defective fans and offered to return them for their inspection to which we received no response.
  
  We would be pleased to ship back any or all of their defective fans once we receive pre-paid shipping labels and a new properly working replacement fan. We ask that Hunter/Sienhua focus on resolving this complaint and satisfying our valid warranty claim.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/07/2022

  Even though the support for this product is handled exclusively by ****************** we have reached out to the customer and offered a refund as a courtesy to resolve their concerns.  The customer has accepted our offer of a refund today. 

  If there are any further concerns regarding this product the complaint should be addressed to *****************. Address: *************************************************** 30067  Phone: ************** Email: ************************** as they are the support for this product.

  Customer Answer

  Date: 12/10/2022

   
  We acknowledge Hunter Fan's offer for a full refund of our purchase price and our acceptance of that offer. However, we are awaiting Hunter's confirmation of acceptance of our proof of purchase, the form of refund information, and the actual refund.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18419434
  
  

  Eve:

  
  

  We are still awaiting your response towards resolving our complaint and valid warranty claim. Please advise.
  

  
  

  The Tabors'
  

   

  
  

  On Thu, 22 Dec, 2022 at 7:09 AM, me <*************> wrote:

   

  To: ****************************************
  Cc: **************************************************************; ************

  Eve:

  
  

  It appears you are still requesting a copy of our proof of purchase. Here is our response and suggestions:

  
  

  (1) Try again to access our receipt which is attached to this email in three forms.You may need to scroll to the bottom of the emails to locate the files.
  

  (2) Contact your affiliate Sienhua and request they send you a copy of our receipt. ******* confirmed receipt of our proof of purchase on 9/26/22.

  (3) If you are still unable to obtain a copy of our receipt then please provide us with a mailing address and we will send you a hard copy.
  

   

  Sincerely,

  The Tabors'

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18419434
  
  Date Sent: 1/5/2023 12:47:06 PM
   
  Complaint: 18419434
  
  

  Eve:

  
  

  We are still awaiting your response towards resolving our complaint and valid warranty claim. Please advise.
  

  
  

  The Tabors'
  

   

  
  

  On Thu, 22 Dec, 2022 at 7:09 AM, me <*************> wrote:

   

  To: ****************************************
  Cc: **************************************************************; ************

  Eve:

  
  

  It appears you are still requesting a copy of our proof of purchase. Here is our response and suggestions:

  
  

  (1) Try again to access our receipt which is attached to this email in three forms.You may need to scroll to the bottom of the emails to locate the files.
  

  (2) Contact your affiliate Sienhua and request they send you a copy of our receipt. ******* confirmed receipt of our proof of purchase on 9/26/22.

  (3) If you are still unable to obtain a copy of our receipt then please provide us with a mailing address and we will send you a hard copy.
  

   

  Sincerely,

  The Tabors'

   

  Hello *****:

  
  

  Despite several follow-up inquiries the last communication we received from Eve at Hunter was on 12/21/22. In the absence of their communication we can only guess they are still having problems retrieving our receipt from the emails for some unknown reason. So, I've switched to our GMail and attached both our original receipt and a copy of *******'s (Hunter's affiliate) receipt confirmation of our proof of purchase. Both of these attachments are clearly present on our end.
  

  
  

  On 12/7/22 Hunter offered us a refund of $65.65 (below). We are only asking they issue the refund to us as promised to settle this matter.
  

  
  

  Our sincerest appreciation for your assistance, The Tabors'
  

  
  

   

  Business Response

  Date: 01/06/2023

  We had not received any communication from the customer to our 3 requests for a copy of the receipt for reimbursement.  With the customer uploading the receipt to this ******************** case we are able to submit the reimbursement for the purchase of the fan as a one-time courtesy in the amount of $65.75.

  Customer Answer

  Date: 01/08/2023

   
  We are accepting Hunter Fans proposed resolution with the assumption they will follow through as stated in a January 6, 2023 email to us:I have submitted the reimbursement for payment in the amount of $65.75. The reimbursement check should arrive via mail within 30 days.
  
  Our complaint will not be satisfied until we have received the referenced reimbursement from Hunter Fan but we recognize that determination of the status of this complaint is at the BBBs discretion and decision, and we appreciate the considerable effort by the BBB on our behalf.

• Initial Complaint

  Date:11/09/2022

  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.

  Our fan stopped working.We contacted Hunter Fan because it has a lifetime warranty.It was determined that our motor is failing.Our house was built 2018/2019 . We have provided documentation from an assessor website that shows there was not a house prior. The fans were purchased brand new. They said we need an itemized ticket from our builder proving the fans were new. We have contacted our builder and he does not have that

  Business Response

  Date: 11/10/2022

  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.  

  Warranty link: https://support.hunterfan.com/hc/en-us/articles/360041376593 
  
  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 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.  
  
  The customer supplied a screenshot of the County Assessor's site showing the customer is the original owner of the home from the builder however we do not know if the fans were purchased new or refurbished (in like new condition from other sites). Either of these options would mean the fan's carry no warranty. 
  
  As a gesture of good will, we will replace the fan as a one-time courtesy.

• Initial Complaint

  Date:10/22/2022

  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.

  In May of the summer of 2022, I came into ********** (HD) . I told HD that I needed to buy a glass enclosure to cover up the lightbulbs that were sticking out of the bottom of a HUNTER fan. HD told me that I would need to call HUNTER directly in order to find out exactly the part that I needed to buy.I proceeded to call HUNTER. They told me that I needed to look for the model number that would be printed on a decal, or decals, that would be on the top of the fan housing. I did so and even took pictures but found no such model number; the model number on the decals on that particular HUNTER products simply do not exist. Instead it warned about being electrocuted.I started calling HUNTER again and emailing them that the previous information that they gave me was inaccurate and that I was still no further along in finding the part that would cover up these lightbulbs protruding from the bottom of a HUNTER fan. Momentarily chastened by the inaccurate information that they previously gave to me, they appeared to finally be focusing on my request. But instead, there were even more delays of them responding to me. I tried to instill in them the importance of urgency as I was trying to get this condo rented out and this eyesore dangling from the ceiling of one of the bedrooms was not helping me in renting out the condominium.After months of getting false information, or half-hearted, perfunctory responses back from them, I even tried giving them deadlines in order to light a fire under their lackadaisical approach to what I was asking. It did not work; they were as derelict as before. When I told them that I needed for a manager to get directly involved in this, they stop communicating with me. It was at this point that I realized I had a little leverage with this company and that only the BBB would be able to instill in Hunter the reputational damage that this was doing to their company by jerking me around for months.

  Business Response

  Date: 10/24/2022

  As we have manufactured over ****** ceiling fans it is impossible to determine the fans model number based on the photo.  
  

  We have reached out to the customer to see if they can get the fan's model label, the information provided regarding the light kit is just the information for the electrical components/sockets.  

  The model number is important to determine if the fan came with the light kit to determine the glass part number or what if any light kit will be compatible as a replacement.  The model labels are located on the top of the fans motor housing, on this fan they may be located on the area that the canopy (bowl shaped part that covers the hanging bracket that is attached to the ceiling) as it appears to be resting on the top of the motor housing.  

  The fan appears to be an older model, the label would show also the ***** this is important to determine if another light kit would work with the fan if the fans light kit/glass is no longer available.  

  We look forward to hearing back from the customer and assisting further.

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18300027
  
  I am rejecting this response because:

   

  HUNTER states that they are:
  
  "not able to replace glass for a light fixture unless we have either a) the fan model number(which may be on the top of the motor covered by the canopy piece or b) the part number of the light fixture(which would be on a sticker on the light fixture itself, not on the socket), as glass is not universal and only fits the intended light fixture. 
  
  What HUNTER is NOT telling the BBB is that I have already done "a" and "b" numerous times. HUNTER knows this but are hoping that the BBB does not know this. They are in a mental loop seemingly unable to break free of the fact that the model number on the sticker that they told me to look for on the top of the fan does not exist. NOR do the numbers on the fixture - which HUNTER also has which I previously provided them. 
  
  Repeat:Regarding "a", it does NOT exist. 
  
  Repeat:Regarding "b", they have the numbers
  
  Possible explanations for their behavior:
  
  1.Mentally laziness
  2.They think computer generated response (GPT-3) letters suffice
  3.Management will not admit that their Quality Control (QC) goofed in NOT putting the model # on the decals on the top of the fan
  
  I need this rectified asap.
   
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/08/2022

  The customer's fan model labels apparently are no longer on the fan. The model label for the light kit has not been provided, numbers for the light socket were provided which would not assist with locating any glass, this was previously communicated to the customer. 
  The fan and light kit has been researched as have all communication and photos supplied by the customer on multiple different tickets and as we have attempted to relay to the customer.  There is no way to know what glass was supposed to fit this light kit by sight only. As the fan is not a known or active model there would not be any glass that we would recommend for this fan.
  We have offered the customer, as a one-time courtesy, a replacement fan and will supply the Hunter-paid return label once we place the new fan order for the 'old' fan to be returned. We are waiting for the customer to reply.

• Initial Complaint

  Date:09/18/2022

  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've had three defective Hunter ceiling fans in the last 1.5 years (Hunter Ticket # *******). The first one worked for a week before it suddenly would blink on and off every few minutes. We exchanged the fan at where we bought it at *********** The 2nd fan worked fin for about a year before it started having a static-like sound when the fan was turned on. We spoke to Hunter since it was too late to exchange at *********** After just one day, Hunter said they would send a different model of our choosing for free but it took two weeks to arrive. So my 6-month pregnant wife and I did not have a ceiling fan and light in our bedroom for two weeks during the hottest two weeks of the year. After the 3rd fan finally arrived, we tried to install it but a part was defective that made the fan crooked. We emailed Hunter again and haven't heard from them in three business days. We are tired, irritated, and upset about all these times we have to install a fan and worry about the fan having issues. We've heard good things about Hunter fans but we will never buy them again. We've already bought a fan from another company because we don't want to wait for a 4th Hunter fan that *** take a long time to arrive and *** be defective again. Please refund us for the Hunter fan and compensation for our time. Thanks.

  Business Response

  Date: 09/19/2022

  We are sorry to hear the customer has experienced an issue with the installation ability of the replacement fan.  

  The Limited Lifetime Warranty replaces the fan, it does not reimburse or refund purchases made to other retailers.  

  We will offer to replace the fan with a different fan they can install in another location, inside or an outdoor setting.  The return of the original fan and the replacement fan are required. 

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 18042652
  
  I am rejecting this response because I have no guarantee a 3rd replacement fan will work. It may also take several weeks before it arrives.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/13/2022

  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 two ceiling fans from Hunter Fan Company on 9/4/2022 order #******. Purchase price was $544.49 each for a total of $1099.98. Upon arrival of the fans at my residence 9/10/22 they were not what I ordered and a very low budget indoor fan, not at all near what was ordered. I contacted customer service via email and received an automated response. Multiple attempts to call the customer service phone number results in a phone tree with no options to speak to a person for returns or orders. And any calls end disconnected. Finally received an email asking for my address, which clearly they have from the order. Very slow responses between the emails, and still no resolution. I was then sent a refund/exchange link but it will not allow me to print two return labels despite it being two packages. Relayed that to the customer service number and was sent the same link again which allows me to select nothing because it thinks both packages are submitted. The customer service is horrible and almost seems to be by design to make the customer give up in frustration. If I don't get resolution through this route I will be contacting the credit card company with a fraud complaint.

  Business Response

  Date: 09/14/2022

  We are sorry to learn the customer received the wrong items from their online order.  Our agents gather all information to ensure once we have a solution that it can be handled correctly.

  As the customer entered both fans for the return, only 1 label was created.  We reached out to the customer to ask if they would prefer to have the fans replaced with the correct fans or continue with the return/refund process.  The customer replied they preferred to continue with the return and we have ordered the second label return label to be emailed to the customer from ***** and updated the customer as well.

  Once both fans are returned the refund will be processed to the method of payment on the original order.

   

  Customer Answer

  Date: 09/14/2022

   
  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. Please know that this did occur only after filing the complaint with BBB. It was immediately assigned a new case agent and they promptly fixed the issue. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/07/2022

  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 fan manufactured by Hunter for my kitchen. The fan was an expensive fan, in comparison to other fans by Hunter. A little over a year later, the fan broke and I was informed by customer service that the receiver was not working and I had to buy an entire new fan. Obviously, being upset about having to replace a fairly new fan, I complained to the company. They sent me a 30% discount code to use towards the replacement of the fan. Unfortunately, I was unable to purchase the fan right after because I did not have the money to replace it with the same fan. I emailed customer service two days ago for the code and I received a response back that since it was 6 months ago the code expired and they wouldn't give me another. I explained that I did not have the money to go out and buy another at the time. They can see the code was never used, too. I'm a single, hard-working teacher who owns my own home. I don't have $300+ to spend on new, expensive home items every year when the fan shouldn't have broken in the first place. I'm not asking for a refund, a replacement at no cost, but just to be fair to a customer.

  Business Response

  Date: 09/08/2022

  We have reached out to the customer to assist further with their fan.  We are waiting on their reply.

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17929677
  
  I am rejecting this response because the suggestion to try pairing the fan again, which I did this attempt weekend, did not work. The fan and light still do not work. I have also responded to their emailing stating the same. I have attached a picture of my email response to them with the date/time. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/21/2022

  The customer was asked to try the pairing steps again as it sometimes takes more than 1 attempt.  Once the customer replied on Sept 12th, 2022 We replied back within minutes explaining we would replace the fan and requesting a copy of the fans receipt for warranty replacement.
  The receipt was received the following day Sept 13th, 2022, the customer chose to have the exact same fan model and the order was placed for the replacement fan that same day.  A return label was emailed to the customer to return the 'old' fan back to us per warranty requirements.

  Customer Answer

  Date: 09/26/2022

   
  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,
  
  ***************************

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service 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.

  The Hunter fan company no longer supports their advertised app controlled ceiling fans and lights. So I can no longer control my ceiling fan or light as advertised and will have to either rewire my home to use switches or replace all ceiling fans/ lights.

  Business Response

  Date: 08/26/2022

  We have reached out to the customer regarding their ceiling fans operation. No re-wring is required for these fans to operate, the fan do operate via their originally included remote controls as verified by the customer, just not using the older Blue-Tooth version of the SimpleConnect receiver. If the fans have been purchased within 1 year or less we can further assist.

  Customer Answer

  Date: 08/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, but I will accept it because I refuse to deal with this company further. They no longer support a feature they advertised on their products and said will not. I have simply chosen to no longer buy their products. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/05/2022

  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 2 Hunter ceiling fans model ***** from ********** approx. 10 yrs. ago, paid approx. $350. for pair,with lifetime warranty on motors.both fans stopped operating this yr.I talked to hunter customer support concerning problems,ticket #*******. They said since I didnt save my receipt for the past 10 yrs. even though I supplied model # and could send pictures of fans,they could not help me but as a courtesy would send me a 30% discount for the purchase of new fans. I then ask if they would send new fan motors as they are guaranteed for life, Supervisor answered no. I have replaced other items in my house such as faucets, wet vacs.and entry door locks that have failed in past yrs.with only model numbers and pictures,even if I saved receipt for 10 yrs. the ink would probably have disappeared over time.I truly believe hunter fan *** has an unattainable policy.

  Business Response

  Date: 08/05/2022

  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.  Warranty link: https://support.hunterfan.com/hc/en-us/articles/360041376593 

• Initial Complaint

  Date:08/05/2022

  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 4 Hunter fans from ********** **** on 27 November, 2021. Fans were installed sometime in December; after painting was complete. 26 April, 2022, a complaint was sent to the Hunter Fan Company about one of the fans making noise. After troubleshooting, HFC determined the fan motor was defective and I was notified that a fan will be shipped ***** Ground. I notified them that I live in **** and of the issues with international shipments. The issue was escalated. At that time, I was also notified that my model of fan is no longer in stock. I chose another model and they said it will be shipped ***** Ground. Issue escalated again. 15 June, 2022, I contacted HFC to notify them that the fan has not arrived and the tracking numbers are invalid. Issue escalated. 24 June, another fan is allegedly shipped ***** Ground. I informed them again that this method will not ship to ****. Issue escalated 27 June. 28 June, I receive notice that a shipment has been sent. I request a tracking number but it does not exist. Issue escalated. 30 June, I notify HFC that the tracking number they provided does not exist. HFC requests verification of my address, which I provide. Issue escalated. 12 July, I send an email with the timeline of events up to this point. HFC apologizes and asks if I would like to proceed. I reply in the affirmative, if they can provide a valid tracking number and guarantee a fan will arrive on ****. 14 July, HFC responds that they are aware that ***** Ground will not ship to **** but will put it in the system regardless. HFC stated a tracking number will be forthcoming. No more info from HFC.

  Business Response

  Date: 08/05/2022

  We are very sorry the order has not reached out valued customer and that it has taken so long to get this resolved. We have replaced the order and will notify shipping to ensure the order is sent by the correct shipping.  It has been verified that the warehouse has been notified with the special shipping instructions.

  Customer Answer

  Date: 08/05/2022

   
  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,
  
  *************************