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:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23087480
  
  I am rejecting this response because:

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

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

  e the address, given the package restriction imposed by Hunter. The package is set to deliver 3/19 to our old address, 2.5 hours away from where we currently live, which is also unoccupied at this time.

  Business Response

  Date: 03/21/2025

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

  Business Response

  Date: 03/24/2025

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

  Customer Answer

  Date: 03/24/2025

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

  Customer Answer

  Date: 03/28/2025

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

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

  Customer Answer

  Date: 04/01/2025

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

  Customer Answer

  Date: 04/02/2025

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

  Business Response

  Date: 04/02/2025

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

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/19/2025

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

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

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

  Business Response

  Date: 02/19/2025

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

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

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

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

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

  
  

  Business Response

  Date: 02/13/2025

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

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

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

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

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

  
  

  ite lists the wrong replacement part for the twist lock glass assembly - which is the one I ordered, we need to exchange the part. Please advise." To which, ****** responds that he was mistaken, and I ordered the correct part and to please send a picture of the glass globe. I reply with a photo of the glass globe, and ask for a resolution - 01/24/25: Call Hunter customer **** ***** for resolution. She says they can't do anything. I email her asking for a refund for the twist lock glass assembly and she directs me to the website to process a return.- 01/24/25: I go to website and put in order #******* in the return intake form and get an error - order not found. I take a screenshot of error and email to *****. She replies to use order #******. I enter this # into the return form and get another error since this is the order # for the first order that was already refunded I would like a refund for $349.97 ($285.60 original purchase + $64.37 part) to purchase a new fan.

  Business Response

  Date: 01/28/2025

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

  Business Response

  Date: 01/28/2025

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

  Order Number 1001274689

   

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

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

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

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

  
  

  bove my bed not allowing me to sleep at night. In my eyes the fan is useless as it cannot be operated in the manner in which it was intended. I believe the warranty should extend to the light and sound part of the fan and that if no replacement parts are available, they should replace the fan or make a light unit that can be replaced.

  Business Response

  Date: 01/20/2025

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

• Initial Complaint

  Date:01/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/08/2025

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

  Business Response

  Date: 01/09/2025

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

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22750992
  
  I am rejecting this response because:

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

   

  Thank you

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

  Business Response

  Date: 01/01/2025

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

  Business Response

  Date: 01/01/2025

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

  Customer Answer

  Date: 01/01/2025

   
  Complaint: 22750992
  
  I am rejecting this response because:

   

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

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

  Business Response

  Date: 01/01/2025

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

  Customer Answer

  Date: 01/02/2025

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

   

  Item replaced under warranty

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

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

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

  
  

• Initial Complaint

  Date:12/20/2024

  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.

   
  Complaint: 22716191
  
  I am rejecting this response because:

   

  I did reply back to the email that was provided with information. The customer service agent, who is not an engineer again, did not state correct information. I don't think they even knew about the subject on which they were writing. I was originally writing in about a wall switch made by hunter, and I previously supplied the model number. That item should work on any brand, not just hunter, as it is a wall switch. It's a generic item that many different manufacturers, and those manufacturers not connected with a fan, manufacturer. You need to have your engineers available to speak with someone that can troubleshoot these simple items. Who you have working for you in other countries is not doing that. Please bring these jobs back to *******, please provide Engineers or qualified persons that understand your products and allow them to speak to your customers. Other companies do this, such as various us may garage door opener companies. Why can't you do this? I guess I will be happy to buy from another company since you do not want to service me on even purchasing new products. It's not even an old product, I'm trying to give you new business and you don't seem to want it.

   

  If you can't help me before I purchase a product, you certainly can't help me after I purchase one. I want to hear what you plan to do regarding my case, and in the future. Awaiting your response.
  
  Sincerely,
  
  ********* ******

  ote control that communicates through the airwaves. When I called and spoke to your customer service agent, they could not help me at all. They were located in another country, and rather than help me, he said he could not help me. I asked to speak to an agent in the West, and he declined to transfer the call. I'd like to talk with an experienced electrician in your company, that is located in *****************. Please contact me so we can work through a solution. I want to purchase your products, but I need help determining which one will work for my situation. When contacting me, please provide your full name, direct phone number, direct e-mail address, the hours you're available, and the best time to reach you. Thank you so much and take care!

  Business Response

  Date: 12/23/2024

  We stand behind our products and are sorry the customer is displeased with our Customer Support, as we strive for satisfaction with our support and appreciate our customers wanting them to have functioning ********************** and ********************** products.
  
  Our support team has explained that we will need to have the fans model number in order to assist with any compatible controls questions. Fans that are pull chain fans can accept most controls, but fans that operate solely by controls can only use some of our accessory controls.
  
  We do not have customer facing diagnostic/engineering teams (and they would also need the fans model number to assist) and have reached out to the customer on their ticket requesting the customer reply to that ticket for assistance.  Once we have the information needed, the fans model number, we can review the specifications of their fan and which controls may be compatible.
  
  We look forward to assisting the customer further.

  Business Response

  Date: 12/30/2024

  We will be delighted to assist the customer, however we have not received the needed information, this fans model number, to be able to determine if this or another control will be a compatible control for the fan.  

  The photo that was supplied of the fan, appears to have no pull chains, in this case the Wall Control ***** the customer is inquiring about will not be compatible. Any pull chain fan can accept any new control, fans that operate solely by electronic controls are only compatible if they are newer fan models due the changes in technology.  
  
  We will be able to assist the customer once we have the fans model number, in order to review the fans specifications and to determine if there are compatible controls.  

• Initial Complaint

  Date:12/19/2024

  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.

   
  Complaint: 22710841
  
  I am rejecting this response because:

  The poor excuse for the delay is unacceptable as I called in over a week before the holidays and it took far too long to get a response from Hunter Fan. I was told ***** hours. It took 2 business weeks to get a response. The response I received was a canned response with basic instructions that could have been provided the very first time I called. Due to the fact that it seemed like I would not get a response, even after **** *. at Hunter Fan ccd me in a message on 12/20/24 that said: Please assist this customer as soon as possible. He has now gone to the BBB, I decided after 5 more days of no response to remove the fan and return it to the store it was purchased from.  I purchased a competitor fan that works flawlessly. Hunter Fan support was rude,dismissive, non-communicative and the absolute worst I have ever experienced.  They treated me like a problem rather than a valued customer. I will not be doing business with Hunter Fan ever again.

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

  Business Response

  Date: 12/30/2024

  We sincerely apologize for the delay in response from the WiFi team, this is the only department that can assist with WiFi connectivity issues, some delays may have been due to holiday hours.
  
  Customer Support only gathers the information needed from the customer for the WiFi team so they can review fan, WiFi, location and other specifications prior to reaching out to the customer. 
  
  The WiFi specialist has reached out to the customer by email and also requested if the customer was available for a call on 12/27/24 or today 12/30/24.  If the customer replies to the WiFi specialist email on ticket ******* they will be in direct communication with the correct department for assistance.
  

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22710841
  
  I am rejecting this response because:

  Hunter fan has this process in place knowing full well that it is seriously flawed. They make no mention of even trying to correct the issue or that it would be brought to the attention of executive leadership. All it is is a poorly worded and empty apology for serious issues with their support and serves to underscore their disdain for customers.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/31/2024

  We are sorry this customer has had this experience, the process is not flawed just this particular case had a longer than normal response time.  As the customer has already replaced the fan with a non-Hunter fan and no longer needs assistance from the **** team, we have closed the case on our end.

  Business Response

  Date: 12/30/2024

  We are very sorry for the customers experience this is certainly not the way we intend to treat any of our valued customers.  

  We have shared this experience and comments with our team.