ComplaintsforBig Ass Fans

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased BAF Haiku and L series fans when we moved into our built out house in 2019. I was a huge fan of both BAF and the sleek, minimalist design of both series of fans, literally to the point where I got the donkey holiday ornament and shirt. Unfortunately, after spending around $11,000.00 I have had nothing but issues with these fans, and as of recently, BAF customer support has taken a complete and utter nose dive. As of today, February 17, 2023, I have had to replace 6 of our 13 fans. Currently, I have one fan that was replaced and failed to ever work due to faulty wiring, and 3 fans completely unresponsive. After contacting BAF multiple times, I was either given a spiel about how "this happens", that they "could reset them", to "remove the wifi module", or that a power cycle would help. As of yesterday, BAF has been unable to send me parts or an invoice due to a "system failure". I have spent 4x a normal fan on each of these documents, I'm beyond annoyed, and more irritated turning these fans on (or the absolutely USELESS discontinued wall controllers that were required -- but then abandoned by the company 2 years after release; they now just blink and strobe all day and night). Please fix your products, and bring back your incredible customer service that you used to have.

  Business response

  02/27/2023

  We regret that the customer is unsatisfied. Our team has worked diligently to assist them throughout the process. The customer purchased and installed Haiku L1 fans outdoors, which voids their warranty automatically.  Our Customer Service team refunded the cost of those fans and did not require them to be returned.  During a conversation with one of our Customer Service Representatives, the customer signaled their intent to purchase Haiku L2 fans for installation in the same outdoor location. At that time, our Rep informed the customer that these fans are also not suited for outdoor use and outdoor installation would void their warranty. It is our understanding that there was a discrepancy on our website that may have led customers to believe that these fans would be suitable for outdoor use. We acknowledge this discrepancy and took action to correct it. We apologize to the customer for the misunderstanding and are happy to offer their currently-quoted parts at no cost as a show of goodwill.  We offer this with the customer’s understanding and acknowledgment that the Haiku L1 and Haiku L2 fans are not suitable for outdoor installation and that the warranty for these fans is void. After the customer receives the complimentary parts, we will be unable to take any further action on those particular fans. We understand that the customer has been loyal to our brand and we very much value their business. We hope that the customer will continue to reach out to our Customer Service team in the future with any issues that they may have with their under-warranty fans or any fans that they may purchase in the future.  We are very happy to assist!  We ask that the customer reach out to our team at their earliest convenience so that we may go ahead and get those complimentary parts to them. We appreciate the opportunity to make this right.  For additional information on our Small Overhead Fans Warranty, please visit: *****************************************

  Customer response

  02/28/2023

  Complaint: ********
  
  This is not a valid response, nor has BAF reached out to me to attempt to make the situation better in any way, shape or form. The L1 series fans were sold to us as OUTDOOR RATED fan, which is why I asked and BAF confirmed that they were indeed outdoor rated. I contacted them when 2 of our 6 failed, they said they do a buy back, and I paid the amount for 2 new fans, and was refunded ONLY FOR THE DIFFERENCE IN COST. Not a full refund as BAF stated. 
  
  The L2 fans are supposedly outdoor rated, the Customer Service representative says they are not. However BAF.com (screenshot attached) says they are, and are under a category called "Outdoor Covered". At this point, BAF has decided that the L1 fans are no longer waterproof, months after purchase, supplied us with L2 fans, which are also not waterproof, and want us to pay upwards of $11,000+ to purchase the L3 fans for outdoor? Why would I trust BAF to stand by anything? You have failed us on now 3 attempts. This is mind blowing that BAF's response is "here are free parts (which should have been covered in warranty to begin with) for the fans you promised the second time were outdoor rated". 
  
  Let's cut to the chase, after spending $14k on the fans in our house, including the utterly useless wall controllers here is the resolution I want: 
  
  1.) The six outdoor rated fans need to be upgraded to whatever model BAF stands by (and will in the future) to be outdoor rated models. 
  
  2.) The two indoor fans (which conveniently were NOT addressed in your response) should be repaired/replaced at no cost to me. 
  
  3.) The five wall switches need to be removed (as BAF no longer supports them) and either replaced with what is supported, or credited towards our account. 
  
  These three points are the only viable solution I am willing to take to remain with BAF. Otherwise, a check for the 14 fans to be returned (no more BAF) in the house would suffice. Please reach out to me directly with any further responses.

  Business response

  03/03/2023

  Maggie Gray ************************** *

  "We’re sorry the customer is displeased with our response, we’ve been working diligently behind the scenes to get this resolved.  We‘ve reached out to garner information needed to properly assess the situation, but have not received some of the serial numbers, images, and install locations of the damaged fans. We’ve gone through each case on file and we have determined the following: In Nov. ‘21 the customer called in stating that an airfoil was broken on a Haiku L that is outdoors. The fan was purchased in 2016. We offered to refund the cost of what was paid for the fan and the customer seemed satisfied with that solution.The customer asked about our new L2 fan and were told that those fans would not be suitable for outdoors and that installation outdoors would void the warranty. The customer was concerned about their wall controllers; they were flashing and not working. The customer asked if we’d be able to send new controllers to replace those. We offered a choice between new controllers and power supplies, or a refund for the fan. The customer chose the refund without having to return the fan. The customer was refunded $405.00. The customer later purchased the new L2 fans. The customer called in saying that airfoils had broken on 2 additional fans. We asked for serial numbers and photos.  In Feb. ‘22 we received that info and the customer was refunded $810.00. Between then and now, there were multiple CS cases that were closed because there was no response from the customer. In Jan. ‘23, the customer reached out and we requested serial numbers and photos of all dysfunctioning fans. We did not get adequate info, but what was provided was enough to see that the fans were outdoors and were no longer under warranty. As there was a slight discrepancy on our website, we offered to cover the cost of the parts the customer requested to be quoted. We can offer those but at this time, we have taken all action that we are able."

   

  ---

  Customer response

  03/06/2023

  Replying to response below. 
  
  -- Images, video, and serial numbers were supplied, multiple times, to both ******** *************** ********* from your team starting January 10th at 11:17am and continuing for over a full month with lackluster responses or solutions provided. You have my e-mail from both my account, as well as this BBB report. You have not reached out. 
  
  -- See screenshot attached of us being told that the L1 fan was outdoor rated from our initial communication with BAF and order being placed during our house construction. BAF decided to no longer uphold the outdoor rating and we were left with fans that could not be operated outside. 
  
  -- Was never advised that the L2 fan, again reference your website, was not compatible with a fully enclosed outdoor area. 
  
  -- Wall Controllers -- Are you sensing a trend? The current wall controllers are obsolete after paying for all of them; BAF decided they would discontinue support. Let it be known all of these wall controllers did work before BAF decided not to  support them any longer. Just like the L1 fan, BAF CHOSE not to support them any longer with a sudden shift. Now they just flash, and don't communicate with anything and I'm left with them installed throughout the house. 
  
  We offered a choice between new controllers and power supplies, or a refund for the fan. The customer chose the refund without having to return the fan. The customer was refunded $405.00. The customer later purchased the new L2 fans.
  
  -- This is completely false. The Customer Service Agent that I was dealing with (Nathan Peterson) told me that L1 was discontinued, and that I had no option BUT to replace the broken fan with L2. He (BAF) was fully aware that the fans were being installed outdoors.
  
  -- I have responded to every single CS case that we have ever opened; this is not true. See all cases attached. I was told there was a "system outage" that didn't allow for quotes to be sent to me.

  Customer response

  03/08/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  In reference to complaint ID .********* , I agree to participate in BBB Mediation.

  Regards,

  **** *******

  Business response

  03/16/2023

  Hi ******   Big Ass Fans agrees to participate in mediation for complaint number:*********   Please let me know what you need from us to proceed.   Thank you!

  
  

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our household purchased these fans from BAF a couple years ago and upon installation of the ***** models we found that the fans would have several issues from imbalance issues and inability to be run at speeds above half and then began having grinding sounds from the bearing (evident spinning the housing bell without blades also audible. Sent into BAF and they evidently tested the units (upside down mind you) and claimed no issues found. They replaced the fans kindly with the ** models and all was good after initial units that had problems with weights shifting during shipping that would result in clicking and popping from the motor assembly. Some units replaced up front and more installations occurred. After about 9 months of trouble free use, the fans began exhibiting issues again. The large 96" fan would click and pop if not perfectly level, the smaller fans 72" and 60" would click and worse, make a sound of water from an outside faucet resonating in the walls when running at speeds above 4-5 (out of 7 speeds) and couldn't remediate. BAF support advised of another design revision of these fans and when engaging customer service I've been given the run-around ranging from we've done replacements already, the design revision occurred then they didn't know what I was speaking of, to they don't wish to replace anymore and I need to pay to ship these back to them for servicing (assuming they would even do anything as concerns exist from the ***** experience and how they test). Final straw was when the customer service manager made a statement that our household was simply looking to get replacement fans despite a multitude of solutions we've attempted. Before moving to small claims court, this is a formal attempt to try and resolve the mater with BAF. I think at this point we simply would like a refund as further ownership and how the customer service team has responded show a company willing to not own design defect and deflect onto the customer.

  Business response

  10/28/2022

  Upon the customer’s initial outreach regarding their dissatisfaction with their ***** fans purchased November 25th 2020, we not only replaced all the fans, we upgraded them to our ** line at no additional cost.  We did this as a show of goodwill as it was not necessary based on our warranty obligations.  The customer has stated that, for nine months, they had no issues with the replacement fans only to have all the fans begin to exhibit troublesome behavior.  As this is unusual, we requested that the customer send us videos of the fans so that we could better understand the issues that they are experiencing.  The customer did so, however, the videos did not convey any evidence of the auditory phenomenon that they had described, therefore the warranty claim was denied.  The customer also acknowledged that the sounds they were hearing in person could not be heard in the videos.  We informed the customer that the next step would be for them to ship the fans to us for additional inspection and testing at our service center facility for diagnosis and troubleshooting.  The customer was not satisfied with this solution and asked for additional replacement fans or a refund.  As we have already replaced his fans, this was not a viable option for us.  A  copy of our Small Overhead Fans Warranty can be found at https://www.bigassfans.com/docs/warranty/warranty-baf-overhead-sm.pdf for details surrounding the steps and conditions that are required to obtain warranty service.

  Customer response

  11/01/2022

  
  Complaint: 18320596
  
  I am rejecting this response because: This is NOT about what the company has done on fans that were deemed defective already.  BAF stated on recorded lines there were several revisions to the design of the fans and what I was seeing was part of the afflicted batch where the weights could shift.  

  I've asked BAF to address the defect w/out requiring me to pay exorbitant shipping to again address a design flaw which BAF says are not shown in videos, and is obviously difficult to capture at speed with air moving over a microphone in a high ceiling.  That being said I'm attempting to resolve this amicably and w/out the need for small claims court (but have already had the fans pulled down and paid to have them stored so that if I need to bring them down 2 states away, mount them and record what I'm hearing from above the blades in a garage location I will and happily include the cost of all of the above into a small claims court case plus any additional fees given the immense difficulty being created by the lack of ownership over BAF acknowledge design flaws on a recorded line no less).  

  If BAF wishes to refund the fans and call it closed out, I'd be happy to do the same.  If that is not of interest, I'll respect that and execute on the above, plus time, any legal fees, and other expenses I will have to incur such as loss of time from work to handle this matter in a Texas Claims court.  I'd simply ask if BAF opts to refuse refund on the above, they kindly provide the name of the party who'm I need to have the certified documentation for civil claims suit delivered to which the local court said I would need.  Refund of the initial amount paid to BAF for the *****s is all that is being sought at this point, but will be rescinded if I am forced to incur additional time and expense to perform the above actions.

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

  Business response

  11/02/2022

  We at Big Ass Fans take great pride in our products and our level of service and we regret that the customer is dissatisfied with their experience.  We ask that the customer please direct all proceedings either to: [email protected]

  or:

  Big Ass Fans

  ATTN: Legal Department

  2348 Innovation Drive

  Lexington, KY 40511

  Please find, attached, a copy of our Small Overhead Fans Warranty. A copy is also available at https://www.bigassfans.com/docs/warranty/warranty-baf-overhead-sm.pdf for review.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an initial order with this company for 2 fans on July 21, 2022. After speaking with my contractor, he recommended one fan for the space and I contacted the company on August 1, 2022 to determine if they could cancel one fan. They said it was no problem and I was very grateful. Unfortunately, I paid in full for 2 fans on July 21 and despite emails and phone calls, my refund for the second fan has not been processed 6 weeks later. The fans are very expensive, $2,460 and I would like my money returned. They claim they had a computer system / banking problem, but that was weeks ago. I have attached their email apology.

  Business response

  09/13/2022

  Hello,

  We would like to apologize to this customer for the inconvenience they experienced during the refund process.  Upon switching over to our new system, Worldpay, there was a glitch that prevented existing refunds from being fully processed.  Our Accounting team worked directly with the new provider to push the refund through.  The initial refund was issued on 08/02/2022 (see attachment ********.pdf).  The transaction was formalized on 09/08/2022 (see attachment *********pdf).  Please let us know if there are any further questions. We are always happy to help!

  Customer response

  09/13/2022

  
  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

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Model ** residential fan scraping sound above low speed. Four calls to customer support. Long hold time no answer. Called sales and they transferred to service and on hold again. Complaint ticket # *************

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get a fan repaired for 3 months now. I had to purchase the repair part from *** and wait on them to schedule the work. I was told this morning that the repair request has been sent to dispatch and that I needed to take it up with them. The support team has been very little help to get this issue resolved.

  Business response

  06/29/2023

  "We apologize profusely for the significant delay in our response.  Due to employee turnover, this complaint was not on our radar until recently.  We have reviewed the customer's file and customer service cases and, at this time, we believe that the issue has been resolved.  Thank you."

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 outdoor fans from this company on 11/19/2021 total was $2,905.60. plus sales tax and shipping on the invoice it states outdoor rated. on the website at the time its states they are outdoor fans. more recently the company has changed the website to claim they are only for outdoor covered areas. I have pictures of the website where they are listed as outdoor fans and the company admits that it has now changed the desctription. I contacted them they refused warranty and refused refund as they state I spoke to them before installation and advised against installing the outdoor fans outdoors, this is categorically false. why would we even need confirmation to install the outdoor fans outdoor and secondly they advised how to install them to me and my electrician. he confirms they were installed as they explained with a piece of wood covering the top mount.

  Business response

  06/30/2023

  Apologies for the delay in our response. Due to employee turnover, we were unaware of this complaint when it first came through. Upon review of the customer's file, we've determined our tech advisor spoke to the customer on 2/9/2022 at 8:28AM ********************* The Case Subject is "Install question" and noted in the description is "Wants to put fan in an uncovered area." In the Resolution section of the Case, the tech advisor noted they "Explained the fans are outdoor rated in covered spaces and that outdoor rated doesn't mean it can sit and get rained on and be fully exposed to the elements". Case was Completed on 2/9/2022 at 8:28AM. The following Cases (Case************** * ******************) pertained to downrod length (2 12" downrods were shipped to the customer as a gesture of goodwill) and, finally, a DNF on one fan and non-responsive second fan. It was determined the fans were in a fully-exposed location, not a covered location as had been advised. Warranty claim was denied.

*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. ↩