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:11/10/2025

  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.

  The model number 9120B is unnecessarily sensitive. We have had countless false alarms based on humidity in the air. Humidity is not smoke. I dont need my whole family being woken in the night because my sick kid has a humidifier on in his room.

  Business Response

  Date: 11/12/2025

  Hello,

  We do show that Mr ***** did reach out to us via Social platform on 11/11/2025. We did send an email to him asking for some information from the alarm itself, along with his mailing address to determine warranty.

  We also sent him common causes for nuisance alarms, one being moisture/humidity.  Since a humidifier is being used, it may be a  matter of moving the humidifier further away from the smoke alarm. Depending on the age of the 9120B, it can become more sensitive to humidity the older it is. 

  If Mr ***** can get back to us with his information- we can certainly continue to assist. He can also call us on our toll free number: ************

  We have tech support agents available to assist during these times:

  Monday-Friday: 9AM to 8PM CST, as well as Saturday and Sunday from 9AM-4:30PM CST. 

  Please provide his case #******** and we will work with him to resolve this.

  Sincerely,

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

  Customer Answer

  Date: 11/12/2025

   
  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:10/20/2025

  Type:Order 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.

  I have finished a remodel of my home about two years ago and have been plagued by faulty and deceptive products from first alert. The hardwired "smoke"(also a lie currently under class action *********** detectors have continued to fail causing actually psychological issues for my two children under two years old. There has been over 50 false alarms, mostly in the middle of the night, that continue and repeat. Resetting the alarms will show "ok", then minutes later they will go off again. They'll also go off for 30-seconds, then shut off by themselves. These have now been replaced for the third time in less than three years (a total of 5x detectors). All new units have failed within a week. There is no humidity issues, or any actual reasoning for their failure. The company takes zero responsibility and is considered a joke by the supplier and electricians (multiple) that have made replacements. This company should be permanently shut down by the government, their owners should be criminally indicted and forced to repay ALL customers affected by this. They are also under class action lawsuit because they don't actually detect smoke (false advertising) but can go off. The company is nearly impossible to contact and just brushes off the issue as no big deal, saying it's probably a spider. Their reasoning is illogical and fairy tail so they can keep selling literal garbage. I have spent over $1,000 on more than a dozen units, with the new ones being even more faulty than the last. Shame on these people.

  Business Response

  Date: 10/23/2025

  I have contacted the number on the BBB complaint and left my direct phone # and also the support team's ************ toll free number.

  The support team is available Mon-Fri from 9AM to 8PM CST and also Sat & Sun from 9AM to 4:30PM CST. I provided his case #******** in the voice mail.

  We would like the opportunity to speak with Mr *********** and try to determine the issue. We would also like to replace the alarms that were destroyed per our warranty. 

  Since the SC7010LBLV are both SMK and Carbon Monoxide alarms- we would like to find out which alarm did he hear. He also mentioned that the home had gone through a remodel 2 yrs ago. Was anything added to the circuit the alarms are on? Which alarm is triggering the alarm sound? The photo shows 2 SC7010LBLV alarms and 1 HD6135FB heat detector. Where were these located in the home.

  We are very sorry to hear of the problems he has experienced, and hope to be able to resolve this with him.

  Sincerely,

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

• 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:

  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.

  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,
  
  ****** *********