Monetary damages caused by defective products

BUYER BEWARE: We ordered two ceiling fans from Kiva Lighting on line via their website. We have a log style home with high ceilings and thought we found the perfect fans. The day after we placed our order a woman called us to confirm we wanted two of the same fans. She told us that she would put the order through and warned us that it would take 5 weeks because the fans are custom made. We agreed to this because we really wanted that style and actually liked that they were to be made custom. It seemed like the quality would be higher. The fans arrived within a week and came in a factory sealed box marked made in China. We hired an electrician to install the fans. The first fan was installed in the living room and works. The second fan was installed in the family room. Upon getting it installed and turned on, it was discovered the motor is defective. There was a strange clicking sound and an odor. I called Kiva and spoke with Chad who told me that it was not the companies fault they sent us a defective fan. I asked for a replacement fan to be sent asap because the electrician was due to come back for something else to be done in the house and I was already going to have to pay him AGAIN for the installation of the replacement fan. Chad gave me a huge production and run around about sending the replacement fan at least 2nd day UPS. Finally he agreed to do it. I spoke with his manager Dave, who was equally charming in insisting that they do not have to reimburse me any of the electrician fees and in fact went above and beyond in sending a replacement 2nd day. A prepaid return shipping label was to be included in the box with the replacement so that we could return the defective unit to them. The replacement fan showed up a few days later. There was no return shipping label in the box and I had to call to request one again. We had to reschedule the electrician. Today the electrician came and installed the replacement fan. It was determined to be defective. There is a grinding sound and the fan rotates once and stops. The electrician had to take it down and inspect it. The motor is attached too tightly and there should be a big enough space for the blades to rotate, but there is not. I called Kiva and spoke with Chad. I put Chad on speaker phone and had the electrician tell him the problem. Chad agreed it was indeed defective. He told me he would have his manager Dave call me. After waiting two hours, Dave called. He offered to send another replacement fan but we declined this as we have no guarantee of them sending a working fan. We cannot keep paying electricians to come to our house and install faulty fans. I told Dave I would be returning the 1st defective fan, and the 2nd replacement fan for refund. Dave told me he would waive the restocking fee. What? Do they typically collect restocking fees for defective returns? I then asked for reimbursement of the money I had to pay the electrician for the two installations of defective fans. Dave actually told me the electrician should work with me on that. I could not believe my ears. Really? Dave refuses to do anything more for us. He said he would send me another prepaid shipping label for the 2nd fan via email, but I have not received that yet. I will most likely have to call again. We are out about $700 now in electrician fees for nothing. We still do not have a working fan in the family room. I will now have to place an order with another company and pay the electrician a 3rd time to do the installation. I had wanted the living room and family room ceiling fans to match since they can be seen from both rooms. We can't afford to take down the working one in the living room so we have to live with the constant reminder of what this company did to us. I wish I had done more research on Kiva Lightning.
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1 comment

Which fan did you order from Kiva? What size?

#873604 Review #873604 is a subjective opinion of poster.
Folsom, California

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