Hi Krysta,
Thank you for the feedback. We are sorry to hear about your experience.
Please rest assured that all items shipping out of our facility pass 3 quality checks. Sometimes, shock from the items being dropped in shipping can result in set screws coming loose. It is important to test the unit before installation.
If you require any replacement parts or assistance with your order, please make sure to submit a request to support@victoryrangehoods.com and our support team will help.
Thank you again for sharing your experience with us.