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:12/03/2024

  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.

  I was informed on 12/3/24 that their 10-year warranty is not applicable to my smoke/CO2 detectors because I am not the original homeowner, I don't have the original receipts, and I don't provide monthly maintenance on my detectors. Their website mentions nothing of these requirements other than to reference the manual (which I don't have) or to contact their office. I felt blindsided and attacked because I did not know all of the ins and out of this warranty.Two of my detectors stopped working within the same week in November/December 2024. I also replaced one of my detectors months ago, so this is becoming a regular event in my household. I find it suspicious that First Alert has a 10-year warranty that they do not honor, and their detectors stop working around the 8- to 9-year ***** What's the point of a warranty when First Alert has so much fine print that negates the warranty? I get it, they don't want to provide replacements, so they find ways to void their warranty.

  Business Response

  Date: 12/18/2024

  The warranty on our products is for the original purchaser- it is not transferrable to new home owner.

  All of this is spelled out in the Limited Warranty in the manual. The manuals are available at our websites: ****************************** or ******************************.

  The seller of the home should have left the manuals for the alarms in the home.  I have attached it to this correspondence.

  As a courtesy, I have placed an order for an alarm- it will be for the new UL217 8th edition alarm. SMICO100-AC will be the new model #.

   

   

  Customer Answer

  Date: 12/18/2024

   
  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:09/13/2024

  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.

  Purchased from ****** in 5/2016.Packaging shows "10 years of battery" life. And only last 8 years. Called ***************** was told "10 years of battery life, but the unit should be replace every 5 years".

  Business Response

  Date: 09/13/2024

  Hello,

  I wish to apologize on behalf of First Alert for the way ************* call to our Support Team was handled.

  ********* is correct, the warranty on the CO1210 is 10yrs, from the date of purchase. Since the alarm was purchased in May 2016- the warranty would expire May 2026.

  I will place an order for the current 10yr lithium Carbon Monoxide Alarm, which is the CO710. You should receive the warranty replacement in 7-10 business days.

  The new CO710 will take over the remaining warranty from the original purchase of the CO1210, it will be covered until May 2026. 

  We will review the call with our Support Team member and ensure they understand the warranty period for the CO1210.

  We do stand our products and their warranty, and apologize for your experience with us.

  Thanks,

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

  Consumer Support Mgr.

• Initial Complaint

  Date:07/03/2024

  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 have a defective smoke/CO2 alarm under warranty.First Alert wants to mail me a new one takes up tp 10 business days.First Alert will not let me go to the store and refund me so I can get one today.Phone calls go to ****** and you cannot talk to anyone in the **************** could have a house and family burn due to trying to save a buck on freight.Overnight me a new one or refund me my money!

  Business Response

  Date: 07/03/2024

  Hello,

  The warranty order will be shipping from our ElPaso TX distribution center today.

  I have requested for it to arrive on Friday, July 5th, as a courtesy for our customer.

  Thank you,

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

  Consumer Support Mgr

• Initial Complaint

  Date:03/16/2024

  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.

  In November of 2023 I purchased 9 Onelink Hardwired smoke and CO detectors for a total of approximately $1000 from the First Alert Amazon store (sold by First Alert). I had 2 with dead batteries on delivery so I returned them to purchase replacements. Of the replacements I received in early December 2023, 1 had a dead battery on arrival. I called first alert support to troubleshoot the issue as I was concerned about the defective rate. First alert ignored the first case I opened. In January 2024 I called to get a response and a new case was opened. I was informed that the units are in fact discontinued and cannot be replaced. I was offered a $35 replacement or a refund. I opted for the refund and provided the requested documentation. I was informed it would take 8-12 weeks to receive my refund. At this point it was also too late to initiate a refund with Amazon due to the returns limitations on smoke detectors. In March 2024, after 8 weeks, I called to check the status and was informed my refund had not been sent for processing. I demanded immediate action and a call back. On the call back I was informed that I would not receive the full value of my purchase due to using account credits - actual cash value shown on the invoice - to partially pay for the unit. Now first alert has ceased all communication and is refusing any support or replacement for the single unit. I have 8 more of these completely unsupported and unreplaceable units that were supposed to have a multi-year warranty.

  Business Response

  Date: 03/19/2024

  Hello,

  We apologize for the delay in settling this with ***************.

  We had tried to contact him via phone a few times and also sent emails.

  We do stand behind out warranty and have submitted a check request for a refund of $116.95. It usually takes 2-3 weeks to be sent.

  The check will come in an envelope from First Alert parent company Ademco.

  *************** has been contacted by a team member that handles the ONELINK product line.

  Best,

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

  Consumer Support Mgr.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21443333
  
  I am rejecting this response because: I have not received my refund, this matter is not resolved.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/26/2024

  A check request was submitted in *************************** name. It will be coming from Ademco.

  Please allow up to 3 weeks for the check to arrive.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21443333
  
  I am rejecting this response because: I was promised a refund check back in January and it was never issued without ever providing a reason or contact - the entire reason for opening this complaint - so until I do receive and am able to successfully deposit the check, this issue is not resolved. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/07/2024

  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.

  I had purchased approximately 8 First Alert smoke/carbon monoxide alarms for my house approximately a year ago which are connected to my Ring alarm system. On 1/9/24, we had a fire issue where the entire house was covered in thick black smoke and not one of the alarms detected smoke. Luckily we were awake and present and able to get the fire department to assist us. Even the firefighters were shocked that your products failed to detect any smoke. This should never have happened. Consumers such as ourselves depend on your company and trust you to make defective-free products. We could have lost our lives. This was a very scary and stressful event which these alarms not working creating more fear.

  Business Response

  Date: 03/06/2024

  Please see the attached document.

  Customer Answer

  Date: 03/08/2024

   
  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:01/17/2024

  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.

  I purchased a Onelink by First Alert (smoke and carbon monoxide detector) on October 21, 2021 about $90. The product is advertized as having a 10-year warranty. In August 2023, the detector began to malfunction and false alarm. Eventually, the alarm would not cease. The emergency shutoff switch also malfunctioned and would not shut off. Ultimately, I need to disassemble the alarm and remove the speaker. I contacted Resideo, First Alert's warranty company and provided them with all the details and purchase documentation that they asked for. After 2 months, they offered to send me a basic model with no wifi option, stating they don't sell it any longer. I told them that I needed the wifi option, which is the whole reason I purchased that model, and that they are still for sale on amazon. I asked for an identical model or a full refund. The stopped all communication after that email. I escalated it a few times using the same warranty reporting service and they have never responded.

  Business Response

  Date: 03/06/2024

  We mailed a check on 1/31/2024 for the requested amount of $81.98

  It was made out to ******* Rentals LLS  (this was the name on the receipt **** sent to us)

  Attn: *********************

  The check was cashed on 2/12/2024.  

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a first alert carbon monoxide approx 4 yrs ago, it started chirping so I changed the battery, it continued chirping Ive replaced the battery four times , I went to ********** and after checking it they said it was the unit that was defective. I called First Alert and was given the run around , they said they needed the receipt, I didnt keep it after I installed it but if its guaranteed for ten years they should just replace it.I also checked and there was a recall on this product, there are many complaints about this product.Hoping for some resolution.Thank you in advance.

• Initial Complaint

  Date:12/05/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 had over 6 smoke detectors with sealed batteries fail over the last 6 months. I have over 50 installed over all my apartment units. My city requires these special sealed smoke alarms. Ive tried to warranty a few of these out but hsve received anything yet. Its getting expensive to replace these so often when they should last ten years.

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  FirstAlert refuses to honor their warranty on the OneLink Safe and Sound speaker. I am well within my three year warranty and their limited warranty states they will replace with a new unit and only if the unit is no longer available will they replace with a model of equal or greater value. I have called their warranty customer service number 5 times now and they state since they no longer manufacture the wifi capable alarm speakers, they can only replace with a different model (SC7010LBLV). This model is valued at $67.50 while the model I purchased is valued at $262 on their first alert website. Not even close to equal or greater value. When I mentioned this, they offered two of the lesser value smoke alarms and I was going to accept this until I learned that First Alert does still provide the original product smoke alarm on their website. I was told First Alert no longer manufactures this alarm and therefore a replacement is not available but, if firstalertstore.com is still selling the alarm, that means the alarm is available and they can honor their warranty with a proper replacement. Last week I spoke to a manager who offered me a refund instead and promised to call or email with the refund details but I never heard back. First Alert STILL SELLS on their website the exact model of alarm I originally purchased yet refuses to replace my malfunctioning unit with its exact replacement. ******************************************************************************************************************************************* Shameful business who refuses to honor their own warrantys promise and makes their customers jump through hoops just to get a working smoke alarm. The only acceptable resolution is to send me a warranty replacement with a new onelink safe and sound speaker or a full refund.

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased 2 Onelink smoke detectors on 10/30/22 for $178.43. I purchased these for the sole purpose of being able to monitor my home while being away from a potential fire. I have had nothing but problems with the product since its arrival. I continuously struggle to connect the product to the internet and now it wont connect at all. I have called the service department where we spent 30 minutes on the phone together and never figured out the issue. I was then rushed off the phone saying that I would receive a call back and never have. I have reported my issues again with their company via email with a promise that someone would contact me and no one has. I feel that I have been scammed on a product with a promise to provide connection away from home and it does quite the opposite with no help to resolve.