Complaints

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

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  Craftmade International, Inc.

  650 S Royal Ln Ste 100 Coppell, TX 75019-3836

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  Craftmade International, Inc.

  PO Box 1037 Coppell, TX 75019-1037

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:08/14/2023

  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.

  In June of 2020, multiple items were purchased from Craftmade International, Inc., including a ceiling fan with ceiling fan blades. The fan was installed shortly afterwards and was working perfectly until June of 2023 when it began humming/buzzing at all speeds. I contacted Craftmade and subsequently replaced both the wall switch (at my expense) and the capacitor (that was sent to me by Craftmade "as a courtesy") at their direction and neither of these things fixed the problem. I then inquired about the warranty and was told they would email the information. Upon receipt, I promptly replied with the required pictures, copy of the receipt, and all other required information. I have never heard back from Craftmade. I have made multiple phone calls, only to be disconnected after waiting 30 minutes or more. I have left multiple voicemails and sent multiple emails and have never received a response.At this point, I have wasted enough time and money trying to remove or replace this potential fire hazard from my home. The warranty states that the consumer is to pay the shipping costs to return the motor to Craftmade. The cost to ship an approximately ***** pound motor plus the cost to replace the wall switch already exceeds the cost of the original purchase price of the fan and blades. In addition, I have noticed that this model has now been discontinued. I'm not sure for what reason - but perhaps it's a faulty motor. So even if the motor is replaced, there is no option to purchase additional matching fans for the other rooms, not to mention the question of their lifespan. After all of this aggravation, the best resolution would be to just ask for a refund of the original purchase price of the fan and the blades. I would much rather go with a more trusted brand name where 1) the fan isn't going to potentially be dysfunctional and a fire hazard after 3 ******* of light use and 2) the fans are not discontinued and can be matched. I'll wait your response. Thanks.***

  Business Response

  Date: 08/29/2023

  i took care of the consumer directly with a replacement of his fan under warranty. This has been handled. Thank you. 

  Customer Answer

  Date: 09/06/2023

  I have reviewed the business response and accept this resolution. 

  Sorry for the delayed response. I didn't have the opportunity to install the replacement fan until just recently. It seems to be working correctly and without any hum. However, the original fan was working correctly for 3 years before starting to hum, so perhaps it was defective. I guess only time will tell.

  I'm not sure why the communication stopped and it took BBB intervention to reestablish contact, but thank you again for the customer service and making things right. It is appreciated.