Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today, our First Alert model SA320B smoke detector malfunctioned (started beeping for no reason) and I called the company to see about a replacement. After spending 10 minutes on hold and then another 20 minutes with an "agent," I was told that I would have to pay $6.50 for a replacement unit. This unit has ALREADY been replaced once and I do not feel that other than the time and frustration I have invested, that there should be any fee for replacement.I called back the same day and asked for a customer service supervisor, but after waiting another 15 minutes on hold, finally to had to hang up to get back to work.Incidentally, while waiting for the supervisor, I noted that the unit also was flashing a red light every two seconds (batteries were new), then a white light about every 20 seconds and then the light stop flashing. Obviously, the unit I have is defective.

  Business Response

  Date: 08/20/2025

  A courtesy replacement order has been placed for Mr ****** The new alarm  SM310 is the new UL217 8th edition listed alarm. It does come with a 10yr sealed battery.

  The new alarm will carry out the remaining warranty from original purchase. I would also ask that Mr ***** review possible causes for alarms which will be stated in the new manual that comes with the alarm. If he is saying this was the replacement we sent to him- then there must be something going on in that location- see where not to install section in the manual. 

  The alarm will come with a new mounting bracket- please use that bracket- not existing one. Since this new alarm has a sealed lithium- you must follow the installation instructions in order to activate the battery.

  We do apologize for the wait times Mr ***** experienced. We do have extended hours during the work week and are also open on the weekends.

  Monday- Friday- 9am-8pm CST and  9am-5:30pm on Saturday & Sunday

  Thanks,

  ****** *******

  Customer Answer

  Date: 08/21/2025

   
  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.
  

  I do disagree that the location (our hallway) where the alarm is mounted is causing the problem we are having; this problem occurred only recently, after having the alarm in place for several years. My wife and I keep a very clean home and the alarm is carefully vacuumed with each annual battery replacement. The alarm is an important safety item and we treat it as such.

  I do wish to thank the company for sending a replacement alarm, which I trust will function properly. Thank you.

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

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Faulty co smoke detectors. They chirp with no signs of smoke or co.They are difficult to deactivate once they start chirping I don't feel safe, comfortable, or trust these co- smoke detectors. I replaced 12 in my home

  Business Response

  Date: 08/12/2025

  We are sensitive to Ms *********** complaint. She did contact us and we sent her out replacement alarms.

  We will be reaching out to her again to gather some additional information from her, in order to determine what could be causing her situation.

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I renovated an old farmhouse in *************, there is a code requirement to get a wired smoke alarm system. I bought "the best" which is a blue tooth, hard wired smoke detection system. I host Air *** in my home - I rent out two rooms to area visitors and obviously take both code and fire safety very seriously. But I have had non stop problems including having the entire system replaced and then periodically have to replace one unit here and there because of their sensitivity. The smoke alarms go off frequently when there is no fire. There is no smoke. They are very sensitive. I am told it can be a spider, humidity, even air flow. The smoke alarm went off at 1 am this morning and again today at around 1 pm. I have had trouble sleeping because I am nervous the alarm is going to go off and I have paying visitors in my home. I have actually dreamt that the alarm went off when it hasn't - that is how stressful it is. I have had to call the fire department on numerous occasions because it won't stop. So the latest is today - I took it down and deactivated it. I installed on 9.29.23. It has a ten year battery in it. So it made it a year and a half and they are expensive. In addition to paying for the replacement (no one paid me for the other replacements) - I would like First Alert to work with states to look at the code requirements and the consumer experience and make an adjustment. If we are trained to think these are false alarms - what about when it's real?

  Business Response

  Date: 07/09/2025

  I apologize for Ms ******* nuisance alarms. I will be calling her later today to discuss the details of the incidents with her.  

   

  Customer Answer

  Date: 07/16/2025

   
  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

  Date:06/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nightmare! Ordered 9 smoke detectors to replace the Nest smoke detectors because these supposedly are easy replacements of the Nest since Nest no longer makes the products. I ordered them in April and received them in June. I tried installing all 9 and it was not easy at all. Then two days later, on June 11th, one of them started doing alarm and I could not stop it. After hours I took it off the ceiling and tried calling First Alert. It was a disaster as every time I called and responded to their request that I was a homeowner, the call ended. Finally I told their AI that I was the professional installer so I got to speak to a human. He listened to the problem and said I needed to speak to someone else and he transferred the call. The call hung up and nobody called me back. I tried calling again and asked to speak to a manager. They refused but said I could speak to a tech support person. I did speak to him and he said he was wiling to replace the problem smoke detector. I told him it was the only one on this dloor of our house so please send replacement asap. He said he would try. I received it 13 days later!!!! So I tried to install it today and there is something wrong with it and I cannot use it. Again I tried to reach out to First Alert and had same problems as two weeks ago. I want a refund and replace these with a different brand that has assistance and good, decent customer service.

  Business Response

  Date: 06/25/2025

  Hello,

  We are terribly sorry for ** *****-******* experiences with the alarm and with our phone system.

  We are in the midst of working through issues with transitioning over to a new phone system. We are aware of the particular issue that ** *****-***** pointed out and it has been escalated. This is not what we want our customer's experience with us to be. 

  I do see that she was able to get an agents assistance today- but we will be contacting her to review what she needs help with and to provide resolution for her.

  We do apologize for this and look forward to resolving this with her.

  Best,

  ****** *******

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23518462
  
  I am rejecting this response because: the reason? I have not learned to trust First Alert...yet. How do I know they will either call me or resolve issues? Let's wait and see what happens over time. 
  
  Sincerely,
  
  **** *****-*****

  Business Response

  Date: 06/26/2025

  ** *****-***** was contacted and spoke with a member of our team, today.

  We apologized for her experience with our phone system. We also provided her with an email address that she can use should she need to reach out to us in the future.

  We also verified that her alarm is functioning as intended currently.

   

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23518462
  
  I am rejecting this response because: Disaster....again! This time empty clean guest bedroom had alarm go off and would not let me stop it because it claimed smoke was so intense. Tried sending email with videos I took to Resideo tech support and they responded saying they are no longer accepting emails to tech support. This company is a disaster and I am afraid to keep all the other smoke detectors and definitely want a refund!
  
  Sincerely,
  
  **** *****-*****

• Initial Complaint

  Date:05/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10 year battery prematurely died. First Alert wants me to cover shipping costs.

  Business Response

  Date: 05/05/2025

  I apologize for this misunderstanding- 

  The support team was either not advised by Mr ******* that his 9120B alarm had a lithium battery- or the agent simply put the wrong model in the case.

  I have placed an order for Mr ******* for the new 8th edition model SMI105-AC with is the current replacement for it. This new alarm takes over what is remaining of the warranty from the original purchase.

  Again, I apologize for the inconvenience.

  Best,

  ****** *******

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installed unit on 8-20-24 and unit is beeping replace, supposed to last for 10yrs.

  Business Response

  Date: 03/26/2025

  Hello,

  We are sorry to hear of Mr ******* experience. We will reach out to Mr ****** as there is no model number provided in this complaint.

  We do stand behind out product and it's warranty. We do have a support team that is available 7 days a week at ************ to answer questions and to fulfill warranty on all our products.

  Sincerely,

  ******

• Initial Complaint

  Date:03/16/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have many of these carbon monixide and smoke alarms and they dont operate anymore. I demand replacements.

  Business Response

  Date: 03/18/2025

  We will be reaching out to ** ***** I could not locate any contact from ** *****

  The information that ** **** provided did not include the model number of her alarm, the age of the alarm, nor the issue she is experiencing.

  We stand behind our products and their warranty. In order to resolve this- we will have to reach out to ** *****

  Thanks,

  ******

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23072742
  
  I am rejecting this response because:
  I want someone to call me at ************** 
  Sincerely,
  
  Arya ****

  Business Response

  Date: 03/26/2025

  Ms **** has been contacted by phone and by email.

  We were able to obtain her address and have placed an order under warranty. The order shipped on 3/20/2025 and per the *** tracking #1Z7YV3110338179288 the 6 new alarms will be delivered 3/27/2025.

  We apologize for her experience and look forward to getting her alarms back for review.

  We do supply customer support 7 days a week at **************. Our support team is available to assist with all questions and all warranty needs.

  Sincerely,

  ******

  Customer Answer

  Date: 03/26/2025

   
  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,
  
  Arya ****

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called their warranty line to have a malfunctioning smoke alarm replaced under warranty, and they refuse to admit it has malfunctioned. The alarm went off in the middle of the night in an empty bedroom for no reason (not a chirp, a full alarm), when no other detectors did, and they insisted this doesn't qualify as a malfunction. The *** told me he won't accept that it's malfunctioning unless it goes off while I'm on the phone with him.

  Business Response

  Date: 03/03/2025

  We apologize for the interaction with our support team. We will review the call and reach out to the consumer for resolution.

  Customer Answer

  Date: 03/04/2025

   
  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

  Date:02/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I replaced my smoke detectors, and need to recycle the old ones as they contain a radioactive isotope. First Alert states on their site you can submit a request to recycle them, however the website doesn't work, and the only option on the site is to call in. I called in and was unable to reach anyone. I want to recycle my old smoke detectors in a responsible manner, but am unable to do so as First Alert's site doesn't have any contact information on it, and the phone system doesn't work.

  Business Response

  Date: 02/10/2025

  We see Mr ******** call to us on 2/7/2025- he called us at 2:03pm and abandoned (hung up) at 2:08pm.

  We are sorry that he felt our hold time was too long.  I have sent an email to Mr ****** asking him to provide the model # and quantity he needs recycling. We are only able to recycle smoke alarms that we have manufactured.

  When he gets back to us we will assist him.

  Thanks,

  ****** *******

   

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22913391
  
  I am rejecting this response because: This hasn't been resolved yet, I am working with the company via email. Thanks.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/11/2025

  Address has been provided to Mr ****** to send his 11 9120B alarms to for proper disposal/recycling.

   

  Customer Answer

  Date: 02/13/2025

   
  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

  Date:02/01/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the first alert waterproof fire safe 2011F to 2037WF model. They were no keys inside the box. I am requesting to either replace it or send me the keys for the The safe.

  Business Response

  Date: 02/03/2025

  Hello,

  I do not find any kind of contact from Mr ******** in our system, and I reached out to the company that we have transitioned our safe business and support over to last year, Guarda. They do not show any contact from Mr ***************** have provided Mr ********** contact information to ******, they will be reaching out to him. They will be able to assist with his request for keys. They will be requesting the key number that is needed, and he didn't include that in his complaint.

  For Mr ********** reference- here is Guarda's information:

  website: *******************************

  ************ Monday-Friday: 8am to 4:30pm CST

  **********************************************

  Sincerely,

  ****** *******

  Consumer Support Mgr.