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| - When I bought my house a year and a half ago, I did some renovations. I bought all new appliances and electronics for the house, and one of the additional renovations I did was purchase all new ceiling fans at FANCO - which cost over $1,000 WITHOUT installation.
Over the course of my (short) ownership of the home, I've experienced problems with NOTHING in the house...except the fans. One of them is useless and makes extremely loud clanky noises whenever I try to operate it. Just yesterday, the remote control on one of the more expensive units completely died.
When the first fan went bad, I called the store and spoke with Rick, the manager. This guy YELLED at me on the phone and completely reamed me. He didn't care that the fan didn't work, and he told me it was MY fault because I didn't use their overpriced installers. I vowed never to return to that location again (the folks in the Northwest are MUCH nicer).
Against my better judgment, I went back to this location today to get a new remote (only because I was in the area). I didn't have a problem paying for it, as I assumed it was out of warranty. The store employee told me he was giving me a "deal" by charging me $39.95 for the entire unit, which included the receiver. I explained that I didn't need a receiver and that I had a receipt that said a remote was $12.95.
While I was on the phone trying to get a picture of my receipt texted to me (because these guys don't even have customer records in the store!), the manager, Rick, got involved. Just my luck that the nasty guy was working today!! He proceeded to yell at me in front of customers and employees yet AGAIN.
Granted, I wasn't happy. But I wasn't making a scene like he did. Rick needs to learn that you don't deal with an upset customer by aggravating her further and demeaning her. If they had told me that they were trying to help me, trying to get a remote for me, that would have changed the outcome. As I mentioned, I was happy to pay. But I didn't want to pay for something I didn't need.
Note the store employee told me that I was going to need a receiver at some point. Ha! Apparently, the employees are aware that this company sells inferior products.
In my California home, I had Hunter fans with remotes that lasted for over a decade with no issues whatsoever. I'd suggest that you take your business to a company that sells higher quality. But, more importantly, go to a store that takes customer service seriously. I'm a high end buyer, and I'm not used to being treated like Rick treats customers. It's absolutely ridiculous. No one deserves to deal with that guy.
Update on 4/22/15: The manager, Rick, posted a reply to this exact same review on the BBB website. I rarely post reviews anywhere other than Yelp, but in this exceptional case I went there as well because I was so upset over what had happened. If you want to see this guy's character, go read his reply. My account above is 100% accurate. He responded like an angry child rather than a manager. His reply tells you everything you need to know about how he deals with customers. He claims to have been a manager with Fanco for 11 years. If so, that also says everything you need to know about this company (my original sales guy was great, but apparently they fired him - LOL!). Thanks, Rick!! Good job!! :)
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