ComplaintsforCraftmade International, Inc.
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Complaint Details
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Initial Complaint
08/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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.
Initial Complaint
07/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Moved in to a brand new house, several craftmade fans had been installed by the builder. The one on the back deck will not reverse direction. I have called Craftmade many times the last 2 weeks ALWAYS get a recording, after waiting "in line" for up to 30 minutes for tech support, I leave messages with my name, phone number etc. but NEVER receive a call back. It seems they have no support.... I have read the manual and the fan should reverse but it does not and there is no one to talk to about a resolution.Business response
08/19/2022
Business Response /* (1000, 5, 2022/07/08) */ Please have the consumer email ***************@craftmade.com. We will be happy to take care of him there. Thank you. Consumer Response /* (3000, 7, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) at this point the business has asked me several questions via email about the problem with the fan but has not suggested or recommended a solution. Still communicating. Business Response /* (4000, 9, 2022/07/12) */ yes, this is being resolved.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.