ComplaintsforLasko Products Incorporated

• Initial Complaint

  06/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Tracking ************ ORDER ****** and ORDER ******* Complaint in regard to replacement Fan sent second time with missing parts! Supervisor **** did not call back as promised. I need for fan to be sent missing parts as of PLASTIC NUT AND FAN SPINNER. I am not sure if it is a language barrier but I am getting frustrated as a customer in the amount of unprofessionalism I have encountered on the several calls that I have tried to get assistance. I also am complaint of employees **** AND ***** who could not assist. NO correspondence as of yet and still have a fan cannot use and I have children and it is hot. I will just give feedback on ****

  Business response

  07/14/2023

  Lasko appreciates the consumer feedback. We looked into this matter and it has been resolved.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  FILED: FTC COMPLAINT 3/16/33 Ordered a air filter for system on FEBRUARY 21,203. NOT RECEIVED AS OF 3/16/23. After calling Lasko repeatedly they they are not making any attempt to send the filter. They stated that it is being help up in some mail facility. The emails they said they would send have not been sent. Continue to say they are investigating. I requested that they send another filter and that their logistics problem should not keep my order on hold! Paid with debit card. PLEASE ADVISE ***********************

  Business response

  03/29/2023

  Lasko appreciates this feedback because we take pride in excellent customer service. After following-up with our customer service team, this matter has now been resolved. If a consumer has questions or concerns about our family of products, our consumer services center would be happy to discuss them. The center is available at ************* from 8AM to 5PM ET weekdays, and via email and live chat 8AM 9PM ET weekdays.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I purchased a Lasko Tower fan for me back in May of 2022 and it was about 8 months old when it stopped working. I contacted them by email and got some troubleshooting ideas which did not resolve the problem. They offered me a coupon for a 30% discount and instructed me to return the defective product via *** which seems like a great inconvenience. My warranty information promises, repair or replacement of the fan which was never offered. At this point and considering their level of product quality and lack of customer service, I do not want another one of their fans. And I would like to get a refund.

  Business response

  04/26/2023

  Lasko appreciates this feedback since we pride ourselves on excellent customer service. Our Customer Service Manager has contacted this consumer and has resolved this matter.

  Customer response

  04/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased a Lasko heater from ****** on Feb 9 2023 for $53.30. Upon receipt of my heater, i immediately noticed the remote control did not work. I then contacted Lasko support to attempt to resolve the problem. Lasko support personnel have obfuscated, exaggerated, and outright LIED to me during the weeks I'vr been working with them to try and resolve the problem. I simply want a refund of $53.30 or a new unit be shipped to me,

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 2023 I purchased Lasko Ceramic Tower Heater model ****** for $50 through ******, The unit operates fine but the unit's remote control does NOT. I also own a fan made by the same manufacturer Lasko model ****. The problem is erratic behavior of my new heater's remote, Commands sent from my heater's remote affect both devices. ie - pressing the heater's power button will also intermittently cause the fan to also power on/off. I am a disabled senior citizen and rely on the remote control. I've worked with Lasko support (************) for over a week trying to resolve the issue. They've asked for things that I find unacceptable. First they stated I should keep my heater and fan in 2 separate rooms. That's ridiculous, I only sleep in one room. Second, they want me to sever the electrical cord from the heater, take a photo, and send them the photo. Once they received the photo, they would replace my heater. That's unacceptable because in the interim, I would be without the use of a heater that I paid for. I suggested they first send me a replacement unit (or refund my purchase price), and then I would send them the photo. Over the past couple of weeks they've told me lie after lie, so I don't want to sever the cord till I have a new replacement in my hands. I would like a $50 refund (what I paid amazon) or a replacement unit that doesn't interfere with my Lasko fan

  Business response

  02/24/2023

  Lasko appreciates this consumer feedback because we pride ourselves on providing good customer service. This consumer reported that he has a Lasko fan and a Lasko heater running in very close proximity to one another. Apparently, the remote for his heater was also operating the fan and he requested a refund. In an initial conversation, Lasko offered troubleshooting and suggested distancing the items in the home. While the company was open to replacing the heater with a unit that should not be on the same frequency as the fan, we typically request return of the disabled unit being replaced because we like to inspect the unit if a malfunction is alleged.The consumer was not agreeable to returning the heater, even if a replacement upgraded heater was expedited to him. Accordingly, Lasko has not sent him a replacement to date.  Despite this, Lasko will expedite a replacement to him, as we do not believe the unit he currently has exhibits a malfunction.  If a consumer has questions or concerns about our family of products, our consumer services center would be happy to discuss them. The center is available at ************** from 8AM to 5PM ET weekdays, and via email and live chat 8AM 9PM ET weekdays.
  

  Customer response

  03/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  problem not resolved
  
  Regards,
  
  *****************
  

  Business response

  03/07/2023

  Lasko appreciates this feedback because we pride ourselves on excellent customer service. This issue has been resolved.

  Customer response

  03/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: ****, an engineer from Lasko's product safety group called me 1:45PM Fri Mar 10 to discuss my case and concerns.  He discussed the capabilities/limitations of remote controls,  He understood my issue and said he would build a modified remote control that would a more focused beam that would probably address my problem.  I have NOT received any prototypes or modified remotes from ****/Lasko.  I'm still sitting here with a remote that malfunctions despite their false claim that the issue has been resolved.
  
  Regards,
  
  *****************
  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Lasko Heater, Model # ****, that started melting while in use. Both the top and side are warped from it melting. Thank goodness I smelled something burning and was able to quickly unplug it because it could have caused a fire and/or injuries. I reached out to Lasko on December 24, 2022. I sent several photos, explained what happened and answered many questions and they determined it wasnt a manufacturers defect because it must have been caused by the grills being obstructed or it not being cleaned both things I had already stated had not occurred. I always use the heater away from any walls or anything else that could possibly obstruct the grill of the unit and I clean it a couple of times each month. I am uploading photos of the heater.When I responded asking them to please reread my previous email to see that neither of those things happened. They then responded that it could not be replaced because I do not have my receipt and that they believe it was purchased 3 years ago which would disqualify me from having it replaced but I have not had it that long. I wish I could find the receipt but I never thought Id need to make this claim. In the past, Lasko products were reliable and long lasting.This heater is defective and I believe it should be replaced. I looked up reviews online to see if others have had similar issues and I was stunned to see just how many people this has happened to (and how much worse it could have been had I not noticed it when I did).

  Business response

  01/19/2023

  Lasko appreciates this feedback because safety is our top priority. While we do show a recent record of this consumer contacting us, we were unable to replace this model, as it was manufactured approximately 15 years ago and has been out of warranty for some time . If a consumer has questions or concerns about our family of products, our consumer services center would be happy to discuss them. The center is available at ************** from 8AM to 5PM ET weekdays,and via email and live chat 8AM – 9PM ET weekdays.
  

• Initial Complaint

  08/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lasko keeps sending me broken fans (Wind Machine Model ****) as part of their warranty replacement program. These newer **** models are of very low quality and made with much cheaper parts and an inferior motor. There are numerous videos on the internet comparing this model to others and proving this. So far I have received 3 broken fans. These fans have all arrived with scuff marks, dents, broken plastic, and noisy motors and fan blades. The last fan I received had a broken motor and I immediately smelled it burning, before it completely died shortly after. When I mentioned this to a support rep, he told me that this was normal. I have asked them to resolve this in several ways: 1.) Check the products before they send them to me (with proof). 2.) Refund my money 3.) (Preferred) Send me a different, older model (Wind TUNNEL model ******) that is more likely to work correctly. Instead, they keep ignoring my concerns and ask me to take apart the fans to perform maintenance on them, including sending photos as proof, before they agree to send another unit. I have never heard of a company doing this before. As I stated, I would like this resolved in one of the 3 ways above, with a preference on them sending me an older model ******. I have attached the chain of support emails so you can see this absurdity for yourselves. Lasko also sends the replacements via ***** and they take forever to arrive. I have been dealing with this for nearly two months now.

  Business response

  08/31/2022

  Lasko appreciates this consumer feedback. The company has numerous contact records associated with this consumer—both consumer and company-initiated. He has received multiple replacements of a unit that has a very positive record in the field beyond this feedback. Due to the number of replacements, we have informed him that we will be unable to send further replacements without return of the defective units so our engineers can perform a root cause analysis of his alleged issues.  If a consumer has questions or concerns about our family of products, our consumer services center would be happy to discuss them. The center is available at (800) 233-0268 from 8AM to 5PM ET weekdays, and via email and live chat 8AM – 9PM ET weekdays.
  

  Customer response

  09/04/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I was not previously informed of a requirement to send the defective units back. This is the first I am hearing if this. The only communication I have received since filing my complaint was to inform me that Lasko was turning the matter over to their legal department. However, I have no issue returning current or future defective units, as long as Lasko is paying for the return shipping. For the previous units, Lasko instructed me to cut the power cords and dispose of the units. 

  Regards,
  
  **** ********

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a fan from Lasko. When I was putting it together the "spinner" for the fan would not go on because it was faulty and had zero threading. So, I reached out to Lasko and was told it was on back order and would be back in stock on June 27th. Well, on June 27th I received an email that I would not receive the "spinner" until sometime in July. I looked on Lasko's website and it stated that the spinner would be back in stock July 20th. I called the customer service number AGAIN and said that anytime in July is just unacceptable. The representative told me that it's on back order again because people purchased them when it came back in stock, which was less than 24 hours...which is insane. I told her that they need to take care of the people who received a defective part first (who have never been able to use their product) before fulfilling parts for just replacements. She told me that that is all she can do so I called the corporate headquarters phone number where I have been unsuccessful getting anyone on the phone. Even the receptionist ***** does not answer or return calls. I thought this transaction would go more smoothly because this is a Made in the USA company and product (reason I purchased it originally) but that could not be further from the truth. I am sitting here with a fan I cannot use (in the summertime) and a company who could care less. This is unacceptable and shameful. Poor business practice.

  Business response

  06/29/2022

  Lasko appreciates this consumer feedback because we pride ourselves on providing good customer service. Unfortunately, due to supply chain issues, the part she needed was not available. As an example of our excellent customer service, a part rep in Texas found the model number she needed and pulled the part she needed. The part has been shipped to the consumer. If a consumer has questions or concerns about our family of products, our consumer services center would be happy to discuss them. The center is available at ************** from 8AM to 5PM ET weekdays, and via email and live chat 8AM 9PM ET weekdays.

  Customer response

  07/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is adequate. But, this should have been done from the beginning. I shouldn't had to have raised **** to get a supervisor to call me back in order to receive the part I never received.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 25, 2021 I ordered a Lasko Heater from ******.com. The heater was delivered to my home on October 27, 2021. Because it was warm in Charlotte NC I didn't begin to use the heater much until about 3 weeks ago. I noticed a smell like plastic burning, but I assumed it was because the unit was new. On Sunday October 12, 2021 I turned on the heater (it is only used in my garage, set up like a den, where I have always had a space heater without any incidents) and to my surprise fire was coming from the outlet. Had I not been standing there this could have been tragic. While reviewing the Lasko heater reviews online I was shocked to see these heaters have caused a fire that resulted in the death of two people. These heaters were recalled by CPSC (consumer product safety comm.) in 2007 and again in 2011 https://www.cpsc.gov/Recalls/2007/ceramic-heaters-recalled-by-lasko-heaters-could-pose-a-fire-hazard Lasko themselves recalled their heaters in 2013.I contacted Lasko and received an email and an incident report document asking me to return the heater and they will respond within 3 to 4 weeks as to whether or not they will replace the unit. I am shocked and confused, I can return to ****** for a full refund immediately. What about the fact that I have to replace the entire burned and destroyed outlet in my home?

  Business response

  01/21/2022

  As an update to the complaint listed above. We worked directly with this consumer to resolve this matter.

  We had her return the unit so we could conduct an investigation as to the cause of the alleged incident. Upon review and evaluation of the unit, we were unable to recreate the incident she described in a known good outlet.  The units plug showed no signs of overheating. Plug blades were not pitted and showed no signs of resistance heating Indicating a defective outlet wire connection. After one hour of running in a known good outlet the plug was not warm to the touch. Based on our investigation and the statement she gave, it is our position that the incident was caused by a defective outlet.

  As an accommodation, we provided her with a one-time replacement unit free of charge that was an upgraded model to the one she previously had.

  We also provided her with the attached packet on resistance heating for outlets and extension cords, and the included link (listed below) to view an informational video on resistance heating. 

  https://***********************************************************

  Let me know if you have any questions.

  June P*******, Paralegal

• Initial Complaint

  10/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Double charged me for a item I purchased. I Contacted them numerous times via voice and emails regarding my refund and all I get is false promises. Very unprofessional to say the least. If I did not call this company regarding that they had a online order error ( which they stated they were aware of) my order was not even posted. I should not have to go through all this to get a refund, due to there fault.

  Business response

  11/18/2021

  Lasko has refunded this consumer's overpayment. This matter is resolved.

*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. ↩