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:04/14/2025

  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.

  Several of my USI Electric smoke alarms have malfunctioned and setting our entire system off each time. When this first happened I emailed with the company and they said they were under warranty. I sent a check for $14.00 and they sent me the new smoke alarms as replacements. Subsequently, I had three more smoke alarms malfunction in the same manner. I contacted the company, mailed a check for $21.00. I then received an email saying that they had sent me the wrong replacement smoke alarms. They requested that I reject the package and send it back to them, which I did. ******* then said that she would alert the warehouse so that they could send me the correct replacement alarms. That last email was on March 10th and we have not received the replacement alarms. I have since tried to contact ******* at USE by email and phone. I have not been able to get a response by email or a phone call back. I would either like my $21.00 refund or the smoke alarms that I had under warranty.

  Business Response

  Date: 04/16/2025

  I INFORMED THE WHAREHOUSE THAT THE REPLACEMENTS HAVE NOT BEEN MAILED OUT.  THEY MAILED OUT THE REPLACEMENTS 4/15/25. THANK YOU

• Initial Complaint

  Date:03/31/2025

  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.

  I have a Universal Security Instruments, Inc. (USI) Model 5304 smoke alarm that will not stop chirping. The manufacture date is 9-21-2015, and the alarm was installed by the builder in a new home that I purchased on 9-12-2016. On 3-21-2025, I requested a replacement alarm from USI since the legally binding written warranty states: "PRODUCT TEN-YEAR LIMITED WARRANTY MODELS 5304, 5304L USI Electric, **** /Universal Security Instruments, Inc. (USI) warrants this product to be free from defects in material and workmanship for a period of ten (10) years from the date of purchase."After numerous emails, the USI customer service associate continued to argue the warranty is based on the year manufactured, not the date purchased as stated in the warranty and therefore, the warranty expired in *************************************** 2015. After I sent a copy of the written warranty showing the warranty is based on the date of purchase (not the year), the associate requested a picture of the back of the unit and she responded:"Please view the back of the unit in the first pic you sent me. Please view/read right above the manufacturing date is printed on the unit itself informs you when to replace the unit by date year of 2025 in bold black ********** states to replace unit by year 2025. It is now year 2025. The warranty has expired.Please purchase a new unit."First, the year 2025 has not ended and the smoke alarm label has nothing to do with the written warranty. Second, since the unit was not purchased and put into service until *******, the warranty will not expire until then. The associate has never acknowledged or commented on the purchase date reference in the warranty and acts as though it does not exist.I would like the alarm replaced under the terms of the warranty since the alarm is not yet 10 years old.

  Business Response

  Date: 04/07/2025

  Hello,

  We apologies for the late response as I was out of the office for the pass week. Before I left on 3/28/25 I put an order in for the customer to have a replacement unit mailed out as a onetime courtesy and waived the fess. Going forward the LIMITED warranty will be followed with prejudice. 

   

  Customer Answer

  Date: 04/08/2025

   
  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:03/06/2025

  Type:Customer Service 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.

  We purchased 12 smoke detectors from USI and worked with an electrician to install them. One of them was giving 120v ( way too high). It sparked when turned on. We contacted the company technicians that instructed us. We did as they said but it didnt make the system work. They were properly installed. We made a safety decision and got different brand of detectors. They are working wonderfully. We continued to contact them. They are claiming the warranty was voided due to improper installation and no refund will be issued. I just dont want someone else to have a bad detector and have this happen to them.

  Business Response

  Date: 03/10/2025

  Hello,

  First, I would like to start off by the customer requesting a refund from the us the manufacture. We informed the customer numerous times she will need to request a refund from the seller if it been less than 30days. We are not the seller. The customer wants us to refund 12 units at price they paid from another company who has their own policy on refunds/ returns. We do not sell to the public and is unable to refund another seller's company profit sales order.

  THE CUSTOMER EMAIL 

   ---On Mar 3, 2025, at 12:58?PM, ******* *******-***** <***************************> wrote:

  ?Please see below. 
  Our electrician tried everything to make your smoke detectors work.  They did not.  He replaced them all with the kind he regularly uses.  
  
  We have 12 as we were replacing all of ours.  Can we return these to you since they did not work?
  
  ******* *******-Jones 

  ---On Mar 4, 2025, at 2:30?PM, ******* *******-***** <***************************> wrote:
  ?Hello- 
  I have Included the electrician on this thread. 
  He spoke with your technicians. 
  
  ***- can you answer the questions for ******* and explain what you think the issue was. 
  
  It has been less than 30 days since we ordered them.  
  I will contact the sales department  as you mentioned in your email. 

  ((When reading their email, she states it was less then 30days since purchase and will they contact the sale department from the online store company.))

  ---From: ******* *******-***** <***************************>

   Sent: Thursday, March 6, 2025 9:23 AM

  To: ******* **** <***************************************************************************************************************>;***** ******* <*************************************************************>
  Subject: Re: Contact Us Form Submitted
  
  Hello ***** and ******* ,
  This is a strange thing that happened and Ill try to explain. 
  We purchased 12 smoke detectors. We put 11 in and when the last one was wired it started sparking. We immediately removed  the unit and contacted an electrician. He came and tried to figure out what happened. He hooked another one up and the same thing happened. 
  
  He spoke with one of your technicians and did what was suggested. 
  The voltage that one was giving off was 120V. 
  I dont know if one was defective and fried the others or what happened but they now smell of burnt plastic. 
  
  He took one of the detectors back his shop and the same thing happened. So we determined it was not our home that was the issue. 
  Many trips later we decided to take all of them down and replace them with something else that he usually uses. We felt safer with this option. 
  
  They are working well. No issues of high voltage. 
  
  I am letting you know this in case there is a manufacturing issue and to request a refund for the detectors. I have not thrown the units away yet.
  Please let me know if you need any information from them before I do. 
  
  Thank you,
  ******* *******-*****
  Sent from my iPhone

  ----From: ******* **** <***************************************************************************************************************>
  Sent: Thursday, March 6, 2025 10:09 AM
  To: ******* *******-***** <***************************>
  Cc: ***** ******* <*************************************************************>
  Subject: RE: Contact Us Form Submitted
  
  Hello,
  
  This is the warranty department. Per my last email We are unable to refund/reimburse for online sales orders.
  If it was less, then 30days from your order you can get a refund from the online store a different company.
  ******************************************************************
  
  We can assist with a replacement for the one unit that malfunction under the limited warranty.
  The tech will be able to assist with testing all 12 units.
  
  Thank you,
  ******* ****
  Consumer Service Associate 
  

   

  The electrician 1st email to us stated:

  -----From: ***************************** <*****************************>
  Sent: Wednesday, February 26, 2025 11:13 AM
  To: *****************************************************************************************************
  Subject: Contact Us Form Submitted

  Name: *** *******
  Email: *****************************
  Phone Number: **********
  Company: *******************************
  Address: *****************************************************************************************
  Reason for Inquiry: Electrician Question
  Preferred Contact Method: Phone
  Product Info:
       MPN: m1106s
       MFG Date Code: 2024 jan25f
       Purchased at: 
  Customer Message: Went to this house yesterday to find out there is 120 volts on the red signal wire and when i hook up the smoke detector it burns out. I went to the outer detector they also have 120Volt on the red wire. Is this normal? how do I proceed ?Please help

   

  I forwarded *** email to our tech to assist them with installing and THIS IS THE ANSWER BACK FROM OUR TECH which voided the limited warranty with incorrect installation.

  -----From: ***** ******* <*************************************************************>
  Sent: Thursday, March 6, 2025 11:18 AM
  To: ******* *******-***** <***************************>; *****************************
  Cc: ******* **** <***************************************************************************************************************>
  Subject: RE: Contact Us Form Submitted
  
  *** *******
  There should not be 120V AC on the red wire. The RED wire is to be connected to the Yellow wire of each alarm only. Should not be connected to anything else.
  
  ***** *******
  Engineering Tech Support
  USI Electric
  ********************************************************>**********, ILL 60563
  ********************

   

   

   

   

• Initial Complaint

  Date:02/10/2025

  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.

  We moved into a new house 6/2023 (house was built in 2013) and new smoke/co2 detectors were installed in 2023 (USI Electric model #MIC1509S detectors). On 11/25/24, one of our detectors began to fault. We had the fire department and ************ come out the day of and both said there wasnt a gas leak, it must be a faulty detector. We noticed the detectors come with a ten year warranty. We tried calling numerous times and submitted a Contact Us inquiry on USI Electric website over the past 1 moth plus. We have yet to get a response from USI Electric. This is totally unacceptable.

  Business Response

  Date: 01/14/2025

  Please be aware that you have not contact our business, if you did you would understand that we do not manufacture or sell smoke detectors.  Unfortunately, we are a Commercial and Industrial Electrical ********************* with the same "almost" name, so the mix up happens, we go by USI, ***** If you would have called our office, we would have given you the number to USI, *** (Universal Security Instruments ***)  which in fact is who you are trying to reach, because it happens all the time, we have that number on post-it-notes by our phones   Please see below for the company you are trying to reach.  Just type in your browser "Universal **************************, ******************* top right, and pull down to "Contact Us"... or Call the number below.

  Universal Security Instruments

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

  M-F: 8am-4:45pm (EST)
  **************
  *****************************************************************************************************
  ****************************************************************************************************
  **************

  Customer Answer

  Date: 02/10/2025

  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. 
  
  Regards,
  
  Marks ********
  

  Business Response

  Date: 02/13/2025

  THE CUSTOMER STATED THAT THEY HAD NO RESPONE FROM US WHICH IS NOT TRUE. 

  IT IS THE CUSTOMER CHOICE TO FOLLOW THE LIMITED WARRANTY INSTRUCTIONS THAT WAS GIVEIN TO THEM AND ALSO CAN BE READ ON THE LAST PAGE ON THE MANUAL.

  WE DO NOT PROVIDE REFUNDS/CREDITS/ REIMBURSEMENTS. THE CUSTOMER WILL NEED TO PAY FOR S&H POSTAGE TO RECEIVE THE FREE REPLACEMENT UNIT.

  PLEASE VIEW ALL ******************** BETWEEN ME AND THE CUSTOMER BELOW.

  *******,
  
  As noted earlier I had to throw away the old unit due to not hearing from you all for over a month and it would not stop beeping. I have had to also pay out of pocket for the replacement unit due to your companies lack of response. I believe you all should owe me a refund.
  
  ****** ********
  
  On Thu, Jan 23, 2025 at 3:45?PM ******* **** <***************************************************************************************************************>wrote:
  
  
  Hi,
  
  Please view limited warranty instructions.
  
  If the unit will not properly function after all troubleshooting efforts have been taken, Deactivate the unit with the white key thats attached to the mounting bracket. Unit may be replaced under the limited warranty. DO NOT SEND UNIT.
  
  Please be sure to include a note with:
  -Your model number/mfr date
  - Name, phone number/email and return shipping address
  - Along with your $11.00 check or money order made payable to USI Electric.
  -How many units?
  
  This covers the current postage and handling cost of the warranty replacement unit as noted on the last page of the manual. The unit will be replaced at no cost.
  
  For 1-unit replacement-MIC1509S
  
  To USI Electric at **********************************************, Attn: *******
  
   DO NOT USE TAPE OR STAPLES IN YOUR LETTER, as it will slow the process of your return. Once we receive your letter the replacement order will be processed as quickly as possible.
  
  Thank you,
  ******* ****
  Consumer Service Associate
  Monday Friday 8AM to 4PM EST
  
  USI Electric **** & Universal Security Instruments ****
  *********************************************br>**********************-6218
  
  
  
  From: ****** ******** <******************************>
  Sent: Wednesday, January 22, 2025 4:51 PM
  To: ******* **** <***************************************************************************************************************>
  Subject: Re: Contact Us Form Submitted
  
  *******,
  
  I had to throw the original away after hearing it beep for a month while I waited for you all to respond. Not sure what you want me to do about the manufacture date. The model is 
  MIC1509S.
  
  
  ******
  On Wed, Jan 22, 2025 at 1:36?PM ******* **** <***************************************************************************************************************>wrote:
  
  
  Hi,
  
  To further assist you with our limited warranty replacement I will need the model number and manufacturing date located on the back of the unit.
  
  Thank you,
  ******* ****
  Consumer Service Associate
  Monday Friday 8AM to 4PM EST
  
  USI Electric ****& Universal Security Instruments ****
  **********************
  **********************-6218
  
  
  
  
  
  
  
  From: ********************* <*********************>
  Sent: Monday, December 30, 2024 1:05 PM
  To: *****************************************************************************************************
  Subject: Contact Us Form Submitted
  
  The following information was submitted via the ************************************************ Contact Us webform:
  Name: ****** ********
  Email: *********************
  Phone Number: **********
  Company:
  Address:
  Reason for Inquiry: General Question
  Preferred Contact Method: Email
  Product Info:
       MPN:
       MFG Date Code:
       Purchased at:
  Customer Message: I have been trying to reach out as one of our alarms is faulty and was just done in March of 2023. I am wondering if you can send a replacement. I have been trying to reach someone for a month now.

• Initial Complaint

  Date:01/14/2025

  Type:Customer Service 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.

  Ordered detectors on 12/19/24. One of the detectors (MIC1509S) was defective. It gave the end of service signal within 2 hours of installation.I called customer service on 12/31/24. I had to leave a message but never received a response. I emailed USI on 1/6/25 explaining the defective detector and requested a replacement. ******* **** from USI responded by email on 1/7/25 stating that I would have write a note about the defective unit and send USI $11. I responded on 1/9/25 with the following email: "As you can see by my order number (******) this was a very recent purchase. The detector was defective from the beginning with it giving the low battery/end of life signal within two hours of installation. I have attached a video of what happens when the test button is held for an extended period of time. In light of a defective unit being sent directly from Universal to me with the recent order, a letter and paying money to have another detector sent seems unreasonable. Please send another detector to the same address as was in the original order as soon as possible."I received the final email from ******* on 1/10/25:"Hello,Please read the limited warranty on the last page in the manual of the unit you brought. This limited policy in the manual will be followed without prejudice for everyone. This could have been read online any time before purchasing. In the manual on the last page our limited warranty first line states to contact us for the postage cost to receive a replacement. The unit itself is free.Orders are done by a different third party seller that have their own prices and return policy I believe you have 30days to return. You can contact them if its been within that time ******** will be your choice to follow the limited warranty policy that is in the manual on the last page."When I called the USI store number to begin the return process as recommended by *******, it took me to the voicemail of *******. I have not received a call back.

  Business Response

  Date: 01/14/2025

  Hi,

  Customer is correct we will follow our limited warranty policy located in the manual on the last page for the customer to read at any time. The limited warranty will be followed without prejudice FOR EVERYONE.

  The online store is a third-party independent seller that we have no control over their return policy. The customer can go to their online store website and click on the big bold letters contact us section/ returns on the online store to seek for return help. We cannot view orders nor assist with online order help.

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

  WE ONLY ASSIT WITH OUR LIMITED WARRANTY. It will be the customer choice to follow the limited warranty given which the manual can be view anytime online. The manual can be view before purchase online anytime.

  We have NO control over the online store policy or if the customer did not contact them intime enough for their policy.

  below is an email trail of me giving the warranty instructions.

  Hello,
  
  We cannot assist with orders you just brought from the online store. I cannot view your online order from the online store.
  
  If its been under 30days you need to contact the online store you purchase from ****. We do not handle returns. This is the warranty department.
  
  ****************************************************************************************************************
  
  Please read the limited warranty on the last page in the manual of the unit you brought. The limited policy in the manual will be followed without prejudice for everyone. 
  
  The manual can be read online any time before purchasing.
  
  In the manual on the last page our limited warranty first line states to contact us for the postage cost to receive a replacement. The unit itself is free.
  
  Manual attached.
  
  Orders are done by a different third party seller that have their own prices and return policy I believe you have 30days to return. You can contact them if its been within that time frame.
  
  It will be your choice to follow the limited warranty policy that is in the manual on the last page.
  
  Thank you,
  ******* ****
  Consumer Service Associate
  Monday Friday 8AM to 4PM EST
  
  USI Electric **** & Universal Security Instruments ****
  ************************************
  **********************-6218
  
  
  From: ***** **** *****************************
  Sent: Thursday, January 9, 2025 4:05 PM
  To: ******* **** <***************************************************************************************************************>
  Cc: ****** ********** <*************************************************************************************************************>
  Subject: Re: Defective smoke detector
  
  *******,
  
  As you can see by my order number (******) this was a very recent purchase.The detector was defective from the beginning with it giving the low battery/end of life signal within two hours of installation. I have attached a video of what happens when the test button is held for an extended period of time.  
  
  In light of a defective unit being sent directly from Universal to me with the recent order, a letter and paying money to have another detector sent seems unreasonable. Please send another detector to the same address as was in the original order as soon as possible.
  
  Sincerely,
  
  ***** ****
  
  
  From: ******* **** <***************************************************************************************************************>
  Sent: Tuesday, January 7, 2025 5:13 PM
  To: ***** **** *****************************
  Subject: Re: Defective smoke detector
  
  
  
  
  Hi,
  
  Please view limited warranty instructions.
  
  Please make sure you are properly resetting the unit by pressing and holding the test button for over 10 full seconds before releasing it. You must count slowly for at least ***** seconds to make sure the reset has time to take place. Itll be an audible reset thatll go through the interconnection, which will reset all the hardwired units at the same time if theyre all our brand. This reset is best done while connected to AC power.However, it may be done individually while the unit is unplugged.
  
  Remember to always turn off the circuit breaker to the units before removing or installing a unit. This will avoid a break in the interconnection which causes nuisance alarms, beeping, chirping, shorting out the unit by the live voltage or shock to your person. While the breaker is off, check all the wiring at the wire nuts to make sure everything is still securely connected. Once the breaker is turned back on all the hardwired units will equally interconnect if theyre all the same brand, even if one has been removed.
  
  Please also make sure the unit is clear of any dust or debris. You may use a vacuum to remove any loose debris from inside the unit by going around the perimeter and over the vents.
  
  If the unit will not properly function after all troubleshooting efforts have been taken, Deactivate the unit with the white key thats attached to the mounting bracket. Unit may be replaced under the limited warranty. DO NOT SEND UNIT.
  
  Please be sure to include a note with:
  -Your model number/mfr date
  - Name, phone number/email and return shipping address
  - Along with your $11.00 check or money order made payable to USI Electric.
  -How many units?
  
  This covers the current postage and handling cost of the warranty replacement unit as noted on the last page of the manual.The unit will be replaced at no cost.
  
  1-unit replacement-MIC1509S
  
  To USI Electric at *********************************************, Attn: *******
  
   DO NOT USE TAPE OR STAPLES IN YOUR LETTER, as it will slow the process of your return. Once we receive your letter the replacement order will be processed as quickly as possible.
  
  Thank you,
  ******* ****
  Consumer Service Associate
  Monday Friday 8AM to 4PM EST
  
  USI Electric **** & Universal Security Instruments ****
  ***********************************************>**********************-6218
  
  
  
  From: ***** **** *****************************
  Sent: Monday, January 6, 2025 11:59 AM
  To: ***************************************************************************************************** <*****************************************************************************************************>
  Subject: Defective smoke detector
  
  I ordered four smoke detectors (order #******) recently. Unfortunately one of the detectors (model #MIC1509S) was defective. Within 2 hours of installation the detector began to give the low battery/end of life signal. It has since gone dead completely. I'd like a new detector to be sent as a replacement for the defective unit. I have called customer service already. I left a message with ****** but have not heard anything back.
  
  Sincerely,
  ***** ****  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22805783
  
  

  Directly from the USI Store website:

  "Defective Items
  You must contact us within 30 days of receiving your product to claim an item as defective.
  Depending on the nature of the return we will either e-mail you a shipping label or send you a ***lacement product with a shipping label for the defective item to be sent back.
  We will not be held responsible for the shipping of a defective item back to us if you do not opt for a ***lacement.
  If you do wish to have your item ***laced, you will be charged the amount of the new item and asked to ship the defective item back. Once we receive the defective item back, including original parts and packaging, we will issue a full refund for the item.
  If our returns department finds that the item is not defective, you may be responsible for additional shipping costs as well as a 10-30% re-stocking fee.
  Please call **************** at ************ to start the ***lacement process for the defective item that you have received."

  Calling the number brings multiple options. Option 3 is warranty/technical help. The other options are for sales. Option 3 would seem to be the logical choice for a defective item. Option 3 then takes you to ******* **** who has been the one responding to this complaint. If the USI Store is a truly separate entity from USI as ******* states, then perhaps the phone number listed on the USI Store should not loop back to USI. 

  Thankfully I was able to find a helpful sales *** from the USI Store who is facilitating the return and ***lacement of the defective detector for free. I consider this complaint closed.

  I'll let Nickole's responses as well as other reviews left at BBB and elsewhere speak for themselves.

• Initial Complaint

  Date:08/28/2024

  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.

  My townhome was built two years ago. They placed four smoke & Fire + carbon monoxide alarms by USI Electric. Ten year permanent power and battery back-up. I woke up yesterday to a smoke line up my wall. Alarm never went off, no green light on. Concerned I called the fire department. They came quickly, after inspection and removing the faulty alarm system and ran a thermal detection on my wall. They stated the lithium battery blew up inside the alarm. Wow, the alarm that is supose to save lives not start fires. Model#********* date 05/27/2021. I guess replacement ?? ?? since I have three more. I left message with company yesterday. No one called me back. Some voicemail boxes are full. Sending pics also. I also can get fire department report. I just feel like people should know about this. Very scary

  Business Response

  Date: 08/28/2024

  This customer has not emailed her compliant. She stated she just left a message yesterday. In some cases, Email /voicemail are not answered in same day and are answered next day depending on the volume, they are answered in the order they are received.

  Customer would need to follow the warranty instructions below for warranty replacement.

  -----We apologies for the issue you're having with the unit.

  You may send the malfunctioning unit after deactivation to USI Electric at 11407 A Cronhill Drive, Owings Mills, MD 21117, Attn: *******. The deactivation instructions are located directly on the back side of the unit to the right of the three medal prongs. The key needed is in the bracket which is attached to your wall or ceiling.

  Be sure to include a note inside the package with your name, phone number and return shipping address.

  As a onetime courtesy we will waive the S&H cost to mail new unit to you, but it will be your responsibility to mail the defective unit to us. The unit will be replaced at no cost under the limited warranty as noted on the last page of the manual. Only the unit itself is covered under the limited warranty.
  
  (1) MIC1509S replacement unit. The unit will be replaced at no cost under the limited warranty as noted on the last page of the manual.   
  
  Do not use tape or staples inside your package as it will only slow the process of your return. Once we receive the contents of your package the replacement order will be processed as quickly as possible.
  
  I have attached a copy of the MIC1509S manual for your review and records. Please follow all placement and maintenance instructions to avoid nuisance issues, contamination, and voiding the warranty

  Again, OUR POLICY IS LOCATED ON THE LAST PAGE OF THE MANUAL. PLEASE READ. The manual can be download in link below.
  

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

  
  Thank you,
  ******* ****
  Consumer Service Associate
  Monday – Friday 8AM to 4PM EST
  USI Electric Inc. & Universal Security Instruments Inc.
  11407 A Cronhill Drive
  Owings Mills, MD 21117-6218

  Customer Answer

  Date: 08/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:  

  Unfortunately the fire department told me to remove immediately ?? I placed in trash pickup the next day. I was too nervous about something else blowing up. So I guess there is nothing I can do? No longer have alarm.

  Just want other people to be aware if lithium batteries. Going back to normal batteries 9 vault. Thank

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

• Initial Complaint

  Date:08/27/2024

  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.

  Hello. I shipped 2 units (MIC1509S) that were under warranty back to the company, along with 2 checks for $11 each to cover shipment back to me. Sent via ***, tracking number 1ZR2900W0379719029. They received them August 1. Any emails I send to ******* **** in customer service is met with rude response. Will not answer on shipping my new replacement smoke detectors back to me. It is now August 27 and still don't have my replacements. They do not answer the phone. I have tried numerous times. I have followed their instructions completely but has been unacceptable in every way on their end.

  Business Response

  Date: 08/27/2024

  The customer has sent over 16 emails back-to-back in the same day. I informed the customer that he is not the only customer, and the emails are answer in the order they are received. the customer expects us to response immediately. sometimes I'm able to answer same day right away, In most case he will not receive same day response. The customer stated we are ignoring him if we do not respond right away and ignores that he is not the only customer to response back to. When asking for the customer help with tracking his package down so i can place the order and find his package later in the warehouse. He response rudely saying, " You couldnt have just copy and paste the tracking number??".  ( you will see this in email trail below)

  The customer wanted me to ****** all the shipping company put in his tracking number to see if it was that company or not he shipped with. the customer could had just given me the name of who he shipped with instead he chose to be rude.

  I did find his package after this back and forth trying to help customer.

  Our warehouse has been closed all last week and just reopened today. Packages will soon ship out. We were holding his check; it will now be processed.

  Customer sent email today also, but because he did not receive an immediate respond today, he filed a complaint with BBB.  I'm the sole person for the warranty department here for the entire ***. Customer emails are answered in the order they are received. We will not bypass all other customer questions. all of our customers are important and deserves their questions answer in the order they contacted us, not to skip the line.

  Although I did not put every single email, I have more if needed to see the communication between customer. 
  

  Please view all email transactions below also confirming his address and stating his package order # ***** is shipping out soon.

  Please start from the bottom and read upwards.  

  ****

  From: ***** ********** <**********************************>
  Sent: Tuesday, August 27, 2024 11:39 AM
  To: ******* **** <***************************************************************************************************************>
  Subject: Re: (1) MIC1509S
  
  Good morning. Im reaching out again to check on the shipment of my two units back to me. It has been 27 days since you received my units and checks.
  
  Thank you,
  
  ***** **********
  Traxxas

   

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

  *******************
  ********,TX 75070
  *************
  
  I shipped two along with 2 checks for $11 each. Exact same units.
  
  ***** **********
  Traxxas
  
  From: ******* **** <***************************************************************************************************************>
  Sent: Thursday, August 15, 2024 11:34:04 AM
  To: ***** ********** <**********************************>
  Subject: RE: (1) MIC1509S
  
  Hi,
  
  If it says it was delivered, I have no problem placing order and mailing out to you ASAP.
  
  To answer your question, You couldnt have just copy and paste the tracking number??
  No, I will not blindly search online to see if I can see who You may potentially shipped with. It is Your responsibility to relay that info so I can research where your package went. I will not guess shipping companies. Help me help you I thought.
  
  Can you help me confirm your address? Once you confirm your address you will soon receive your package.
  
  ***** **********
  ****************
  **************************
  
  Thank you,
  ******* ****
  Consumer Service Associate
  Monday Friday 8AM to 4PM EST
  
  USI Electric **** & Universal Security Instruments ****
  **********************
  **********************-6218

  From: ***** ********** <**********************************>
  Sent: Wednesday, August 14, 2024 11:11 AM
  To: ******* **** <***************************************************************************************************************>
  Subject: RE: (1) MIC1509S
  
  UPS. Received by **** at Reception. August 1 at 10:51AM.
  
  You couldnt have just copy and paste the tracking number??
  
  ****************************************************************************************************************
  
  Thank you,
  
  ***** **********
  The FASTEST Name in Radio Control
  6250 Traxxas Way
  ********, TX 75070
  

  From: ******* **** <***************************************************************************************************************>
  Sent: Wednesday, August 14, 2024 10:08 AM
  To: ***** ********** <**********************************>
  Subject: RE: (1) MIC1509S
  
  Hi,
  
  

  For me to research, please state which shipping company the tracking number belong to?
  
  1ZR2900W0379719029  
  
  Thank you,
  ******* ****
  Consumer Service Associate
  Monday Friday 8AM to 4PM EST
  
  From: ***** ********** <**********************************>
  Sent: Tuesday, August 13, 2024 6:56 PM
  To: ******* **** <***************************************************************************************************************>
  Subject: Re: (1) MIC1509S
  
  Hello. I have not gotten a response to this.
  
  Thank you,
  
  ***** **********
  Traxxas
  
  From: ***** ********** <**********************************>
  Sent: Sunday, August 11, 2024 11:47:13 AM
  To: ******* **** <***************************************************************************************************************>
  Subject: Re: (1) MIC1509S
  
  Hello. I sent two units back with two $11 checks. What is the status of my return units? Received by you on August 1.
  
  1ZR2900W0379719029  
  
  ***** **********
  Traxxas
  
  From: ******* **** <***************************************************************************************************************>
  Sent: Wednesday, June 19, 2024 10:20:56 AM
  To: ***** ********** <**********************************>
  Subject: (1) MIC1509S
  
  Hi,
  
  If the unit will not properly function after all troubleshooting efforts have been taken, it may be replaced under the 10-year limited ************ may send the malfunctioning unit after deactivation to USI Electric at **********************************************, Attn: *******. The deactivation instructions are located directly on the back side of the unit to the right of the three medal prongs. The key needed is in the bracket which is attached to your wall or ceiling.
  
  Be sure to include a note inside the package with your name,phone number and return shipping address, along with your $11.00 check or money order made payable to USI Electric. We do not provide prepaid shipping labels.
  
  This covers the current postage and handling cost of (1)MIC1509S replacement unit. The unit will be replaced at no cost under the limited warranty as noted on the last page of the manual.   
  
  Do not use tape or staples inside your package as it will only slow the process of your return. Once we receive the contents of your package the replacement order will be processed as quickly as possible.
  
  I have attached a copy of the MIC1509S manual for your review and records. Please follow all placement and maintenance instructions to avoid nuisance issues, contamination, and voiding the warranty
  
  Thank you,
  ******* ****
  Consumer Service Associate
  Monday Friday 8AM to 4PM EST
  
  USI Electric **** & Universal Security Instruments ****
  **********************
  **********************-6218
  
  
  
  From: ***** ********** <**********************************>
  Sent: Wednesday, June 19, 2024 10:57 AM
  To: ******* **** <***************************************************************************************************************>
  Subject: Smoke detector
  
  My smoke dectector, model MIC1509S, date 2017 July 28, is going off. I have unplugged the unit. It is nowhere near the 10 year date. Can I get a replacement?
  **************. I left a message yesterday afternoon.
  
  Thank you,
  
  ***** **********
  
  The FASTEST Name in Radio Control
  ****************************************************************
  

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22202532
  
  I am rejecting this response because: I never sent that many emails. I sent two in the same day one time. I will only accept resolution once I have my returned units. If the warehouse was closed for one week, what about the other 3 weeks since my defective items were received? I would like to know tracking, shipping company, and confirmation of my address. The address she provided on Traxxas Way is not my address. I gave my address and placed it in the box as instructed. 
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 09/05/2024

  Customer most certainly did send more than two emails in one day and stating I was ignoring him which I have proof of over ************************************************* responding back and forth of the status trying to assist him. 

  Though I don't have to say this but reason the warehouse has been closed for a long time is because the shipping manager in charge of this size package was in a serious car accident where his car flip over and was in the hospital. 

  It is upsetting that I have to say this to the public because people have no empathy.

  I don't know what the customer is talking about with the Traxxas Way is not my address, when that's the address he signed every email with. I'm not even sure why he is mentioned it because it has nothing to do with the compliant. I never said I was shipping anything to Traxxas way.  The customer is just making up stuff at this point.

  I did something I did not have to do; I was being nice by saying it is ok for me not to have package in hand just give me tracking number, but customer was extremely rude. My policy says I need to have package in hand before mailing out new unit. This is what happens when you try to go out your way and be nice for an extremely rude customer.

  Customer is upset that I asked for the tracking info so I can mail his unit out without me even having the package in hand. 

  The customer unit was mailed out on SEPT 3rd. ***** *************

   

   

  Business Response

  Date: 09/06/2024

  Customer most certainly did send more than two emails in one day and stating I was ignoring him which I have proof of over ************************************************* responding back and forth of the status trying to assist him. 

  Though I don't have to say this but reason the warehouse has been closed for a long time is because the shipping manager in charge of this size package was in a serious car accident where his car flip over and was in the hospital. 

  It is upsetting that I have to say this to the public because people have no empathy.

  I don't know what the customer is talking about with the Traxxas Way is not my address, when that's the address he signed every email with. I'm not even sure why he is mentioned it because it has nothing to do with the compliant. I never said I was shipping anything to Traxxas way.  The customer is just making up stuff at this point.

  I did something I did not have to do; I was being nice by saying it is ok for me not to have package in hand just give me tracking number, but customer was extremely rude. My policy says I need to have package in hand before mailing out new unit. This is what happens when you try to go out your way and be nice for an extremely rude customer.

  Customer is upset that I asked for the tracking info so I can mail his unit out without me even having the package in hand. 

  The customer unit was mailed out on SEPT 3rd. ***** *************

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22202532
  
  I am rejecting this response because: I am tired of her lies and excuses. This is my first BBB complaint I have ever filed because it is the worst customer service experience I have had in my life. The ***** tracking number does not exist. I have attached a screenshot showing such. 
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 09/06/2024

  This customer is telling lies again. He does not fully read messages.

  I would not have posted a tracking number without confirming it first. The package will be at his ********, TX 75070. 

  BBB can check the tracking info for themselves. I'm no longer feeding into his lies. The package has ship, and he will receive today. This customer case is now closed with **********************.

  SCHEDULED DELIVERY DATE
  Friday9/6/24 by end of day

  Estimated between 10:20 AM - 2:20 PM

  Shipment overview
  FEDEX TRACKING NUMBER 684613001035
  SHIP DATE  9/3/24
  STANDARD TRANSIT  9/6/24
  SCHEDULED DELIVERY DATE  9/6/24 by end of day
  Services
  SERVICE ***** Home Delivery
  TERMS Shipper
  Package details
  WEIGHT 2 lbs / 0.91 kgs
  TOTAL PIECES 1
  PACKAGING Package

  Monday, 9/2/24 12:15 PM
  
  Shipment information sent to *****
  
  Tuesday, 9/3/24 12:00 AM
  
  Picked up
  SPARROWS POINT, MD
  7:27 PM
  
  Arrived at ***** location
  SPARROWS POINT, **
  7:29 PM
  
  Shipment arriving On-Time
  **************, **
  11:22 PM
  
  Left ***** origin facility
  **************, **
  Wednesday, 9/4/24 3:11 AM
  
  Arrived at ***** location
  **********, **
  9:21 AM
  
  Departed ***** location
  **********, **
  8:24 PM
  
  On the way
  *******, **
  Thursday, 9/5/24 8:26 AM
  
  On the way
  **************, **

   

  FROM
  OWINGS MILLS, MD **
  
  Label Created
  9/2/24 12:15 PM
  
  WE HAVE YOUR PACKAGE
  SPARROWS POINT, **
  9/3/24 12:00 AM
  
  DELIVERY UPDATED
  **************, **
  9/5/24 8:26 AM
  
  TO
  
  ********, ** **
  
  Scheduled Delivery Date
  9/6/24 by end of day
  Estimated between 10:20 AM - 2:20 PM

  Business Response

  Date: 09/06/2024

  THOUGH THE CUSTOMER STATED I WAS LYING ABOUT THE PACKAGE BEING MAILED OUT.  HERE IS THE ***** THE PACKAGE WAS DELIVERD TODAY WITH A PICTURE ATTACHED *****. THE CUSTOMER IS THE ONE LYING THIER IS WRITTEN/PHOTO ***** OF EVERYTHING FROM *****.

  THE CUSTOMER STATED THAT I GAVE HIM A MADE UP ***** TRACKING NUMBER. PACKAGE DELIVERED ***** BELOW. NOW YOU CAN SEE WHAT I HAVE BEEN DEALING WITH WHEN TRYING TO HELP A CUSTOMER OUTSIDE OF OUR POLICY AND WAS STILL MEET WITH EXTREME RUDENESS. 

  Tracking ID
  ************

  DELIVERED

   Friday 9/6/24 at 12:41 PM

  FROM

  OWINGS MILLS, MD US
  
  Label Created
  9/2/24 12:15 PM
  
  WE HAVE YOUR PACKAGE
  SPARROWS POINT, MD
  9/3/24 12:00 AM
  
  ON THE WAY
  
  ********, **
  9/6/24 4:35 AM
  
  OUT FOR DELIVERY
  ********, **
  9/6/24 7:58 AM
  
  DELIVERED
  ********, ** **
  
  Delivered
  9/6/24 at 12:41 PM

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22202532
  
  I am rejecting this response because:

  Does the person responding NOT click on the attachments and see that I sent a screenshot of the bogus ***** number? She had a problem copy and pasting my tracking number in my original email to the company. Since they had my package for 4 weeks. Then argued for a full week. Thank you BBB for making an employee do their job. Probably a decent company but a horrible customer service rep. ********* when this next 10 year warranty fails in 5 years, this miserable employee will be gone. Liars dont last long in CS roles.

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

• Initial Complaint

  Date:08/18/2024

  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 2 smoke/carbon detectors that are defective and under warranty. I have called and left several messages. I have emailed per the recording when I call and cant seem to get a response. Were now short 2 smoke detectors in my house which is a safety concern. This happened 6 months ago also before I just purchased anothery myself. All I want is a warranty replacement for both. It shouldnt be this hard to reach a customer service agent. I have yet to speak with a live human

  Business Response

  Date: 08/21/2024

  After doing research since we do not delete any emails, this customer sent one email, and we responded back to him, and he has yet to respond back. 

  View copy of email trail between customer and I. It is up to the customer if they would like to patriciate with our limited warranty replacement policy that can be found on the last page of the manual.

  Our policy is followed without prejudice. 

  Customer can check their email or view warranty instruction below from the email trail. 

  -----Original Message-----
  From: ******* ****
  Sent: Monday, August 19, 2024 1:26 PM
  To: ***** .... <*************************>
  Subject: (2) MIC1509S
  
  Hello,
  
  Please make sure you are properly resetting the unit by pressing and holding the test button for over 10 full seconds before releasing it. You must count slowly for at least ***** seconds to make sure the reset has time to take place. Itll be an audible reset thatll go through the interconnection, which will reset all the hardwired units at the same time if theyre all our brand. This reset is best done while connected to ********* However, it may be done individually while the unit is unplugged.
  
  Remember to always turn off the circuit breaker to the units before removing or installing a unit. This will avoid a break in the interconnection which causes nuisance alarms, beeping, chirping, shorting out the unit by the live voltage or shock to your person. While the breaker is off, check all the wiring at the wire nuts to make sure everything is still securely connected. Once the breaker is turned back on all the hardwired units will equally interconnect if theyre all the same brand, even if one has been removed.
  
  Please also make sure the unit is clear of any dust or debris. You may use a vacuum to remove any loose debris from inside the unit by going around the perimeter and over the vents.
  
  If the unit will not properly function after all troubleshooting efforts have been taken, it may be replaced under the 10-year limited warranty. You may send the malfunctioning unit after deactivation to USI Electric at *********************************************, Attn: *******. The deactivation instructions are located directly on the back side of the unit to the right of the three medal prongs. The key needed is in the bracket which is attached to your wall or ceiling.
  
  Be sure to include a note inside the package with your name, phone number and return shipping address, along with your $14.00 check or money order made payable to USI Electric.
  
  This covers the current postage and handling cost of (2) MIC1509S replacement unit. The unit will be replaced at no cost under the limited warranty as noted on the last page of the manual.   
  
  Do not use tape or staples inside your package as it will only slow the process of your return.Once we receive the contents of your package the replacement order will be processed as quickly as possible.
  
  I have attached a copy of the MIC1509S manual for your review and records. Please follow all placement and maintenance instructions to avoid nuisance issues, contamination,and voiding the warranty
  
  Thank you,
  ******* ****
  Consumer Service Associate
  Monday Friday 8AM to 4PM EST
  USI Electric **** & Universal Security Instruments ****
  **********************
  **********************-6218
  
  -----Original Message-----
  From: ***** ....<*************************>
  Sent: Thursday,August 15, 2024 2:49 PM
  To: ******* **** <***************************************************************************************************************>
  Subject:Warranty replacement.
  
  My name is ***** ********.
  
  I have 2 smoke/carbon dioxide detectors thats are bad and under warranty.
  
  Model number MIC1509S
  10/17/2017 is the date. 
  
  Can you please help?
  
  ************

   

  Customer Answer

  Date: 08/21/2024

  I am sending these photos in reference to the response from the business claiming they only received one email from me. Here is a screenshots of several phone calls that I made and left several voicemails as well over the course of a week.  However I did receive a response from the company in an email after I sent in the report to the Better Business Bureau.   I will leave a review, letting people know this. Thank you so much for the help.

  Customer Answer

  Date: 08/21/2024

  I am sending these photos in reference to the response from the business claiming they only received one email from me. Here is a screenshots of several phone calls that I made and left several voicemails as well over the course of a week.  However I did receive a response from the company in an email after I sent in the report to the Better Business Bureau.   I will leave a review, letting people know this. Thank you so much for the help.

  Customer Answer

  Date: 08/21/2024

   
  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:02/02/2024

  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 2 smoke/carbon monoxide detectors in March 2022. These products were listed as having a 10 year battery life. The battery is sealed in the devise so doesn’t need to be changed annually. One of the devises recently failed and was chirping twice every 60 seconds and per the manual this indicated end of battery life. The only way to silence it was to deactivate the devise which is permanent. I called the phone number listed in the owners manual in an attempt to file a warranty claim and get a replacement and got a recording that did not accept messages. It directed me to another number for technical help. I left a message and never received a call back. I sent an email to the email for “contact us” listed on their website. I got a response telling me to call or email Michele regarding the warranty as they don’t handle those issues. I did that and got no response. I emailed support again and they directed me to Craig. I called and emailed him, again no response. The product didn’t even last 2 years let alone 10. It’s impossible to reach anyone to resolve this. I am simply looking for a replacement and would appreciate your assistance.

  Business Response

  Date: 02/14/2024

  WE HAVE RECEIVED THE REQUEST AND RESPONDED TO THE CUSTOMER. THE CUSTOMER WAS INFORMED OF A NEW STAFF CHANGE OVER AND ASK IF SHE CAN BE PATIENCE AND BEAR WITH US. THE NEW STAFF IS ANSWERING AS FAST AS THEY CAN IN THE ORDER THEY ARE RECEIVED. PLEASE VIEW THE ATTACHED RESPONCE BACK TO CUSTOMER. IT IS NOW UP TO THE CUSTOMER TO FOLLOW THE LIMITED WARRENTY REPLACEMENT INSTRUCTIONS. PLEASE VIEW ATTACHMENT. THANK YOU

  Customer Answer

  Date: 02/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I received the email from the business after I was finally contacted by Craig who I was originally supposed to reach out to.   He said I should mail the faulty unit to him and he would send a replacement.   He also stated that he would reimburse up to $10 for shipping.    I mailed it and am waiting for the replacement.   I do not want to close my claim until it is received.   I’ve attached my tracking info showing it’s been delivered.   I am now waiting on them.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 02/29/2024

  THE CUSTOMER REPLACEMENT UNIT THAT WAS ON BACK ORDER WAS JUST RECEIVED AT THE WAREHOUSE AND WAS SHIPPED OUT TODAY.

  Customer Answer

  Date: 03/01/2024

  Once I receive the unit, I will close this out.

• Initial Complaint

  Date:09/07/2023

  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.

  I purchased 2 Plug-In Carbon Monoxide and *********** Alarm with Backup Battery Protection units on April 14, 2023. I had problems with false alarming and contacted Universal by phone on July 17, 2023. I followed the instructions and left all the specified information. There was no return call so I contacted ******** by email on August 1. ********** response to my email was "The manual clearly states that the unit should not be placed in an area that contains a appliances such as a furnace and/or a hot water heater. These appliances give off combustion particles that will negatively impact the unit and cause contamination. WHERE THIS ALARM SHOULD NOT BE INSTALLED See Page 4 of the attached manual. To avoid causing damage to the unit, to provide optimum protection, and to prevent unnecessary alarms. Do NOT locate this alarm: Keep alarms at least 20 feet (6m) from the sources or combustion particles (stove, furnace, water heater, space heater), Since the manuals placement instructions were not properly followed the warranty has been voided, you will be responsible for replacing the unit."******** failed to include "IF YOU MUST INSTALL THE ALARM NEAR A COOKING OR HEATING APPLIANCE, INSTALL AT LEAST 5 FEET (1.5m) FROM APPLIANCE. ******** said "The last line is referring to cooking areas that contain a stove/range or personal heating appliances such as a space heater, not furnaces or hot water heaters." The instructions are very unclear and misleading. Furnaces and water heaters are heating appliances. The instructions do not say "Personal Heating Appliances". ******** said they would replace the unit as a one time courtesy but I would have to pay postage both ways, which would amount to almost paying the cost of a new unit. The second unit, in exactly the same location does not alarm. I have no confidence in either unit. I would like a full refund for both. If ******** wants the units back, Universal should pay the shipping.

  Business Response

  Date: 09/08/2023

  Please see our response below along with the attached documentation.

   

  I have attached the email trial that verifies we offered to replace the one unit under the 5-year limited warranty. I have also provided a copy of the MCN400 manual so you may review our warranty return policy, which is on the last page. The limited warranty is strictly a one-for-one exchange of the same model received; therefore, a refund will not be provided, nor will we replace a properly functioning unit. The customer must contact the place of purchase regarding her refund request. As noted by the customer, we did offer to replace the unit as a one-time courtesy. However, she would have to place the unit away from any source of combustions particles. She was advised that placing the MCN400 unit in such an area voided the warranty. She was also referred to the manual where it advises the consumer to contact us for the current postage and handling fees, since they are not covered under the limited warranty. The only obligation the company has is to repair or replace the unit. The customer can place the replacement unit right outside the storage/furnace/hot water heater room wherever there is adequate air flow away from those appliances. If the customer would still like the one unit to be replaced, she will need to follow the instructions provided in the attached email trail. 

   

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

  Consumer Customer Service

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

  Monday Friday 8AM to 4PM EST

  Customer Answer

  Date: 09/09/2023

  I have attached part of the instruction manual again and would like to draw your attention to the line immediately below the area I underlined in red.  It says "Curtains or heavy furniture may prevent ** or gas from reaching the sensor."  It seems reasonable that a wall built from 2x4's and dry wall would also do the same.  My furnace room is 20 x 12 and the sensors were 17 feet from the furnace, further from the water heater.  The manual says "at least 5 feet from appliances".  ********* selective interpretation of the word 'appliances' and adding it must be in another room renders the units totally unfit for purpose.  Since this is a plug in unit, there are few, if any, homes that would meet ********* extreme restrictions and these should be listed very clearly on the outside of the packaging so people considering purchasing a unit know in advance it will not work.  Their packaging and instructions are misleading at best, dishonest at worst.  On that basis, the only reasonable action on their part is to acknowledge their product design is defective and they should refund the product price in full.

  Thank you,  *******************

  Customer Answer

  Date: 09/09/2023

   
  Complaint: 20566356
  
  I am rejecting this response because:  
  

   I have attached part of the instruction manual again and would like to draw your attention to the line immediately below the area I underlined in red.  It says "Curtains or heavy furniture may prevent ** or gas from reaching the sensor."  It seems reasonable that a wall built from 2x4's and dry wall would also do the same.  My furnace room is 20 x 12 and the sensors were 17 feet from the furnace, further from the water heater.  The manual says "at least 5 feet from appliances".  ********* selective interpretation of the word 'appliances' and adding it must be in another room renders the units totally unfit for purpose.  Since this is a plug in unit, there are few, if any, homes that would meet ********* extreme restrictions and these should be listed very clearly on the outside of the packaging so people considering purchasing a unit know in advance it will not work.  Their packaging and instructions are misleading at best, dishonest at worst.  On that basis, the only reasonable action on their part is to acknowledge their product design is defective and they should refund the product price in full.

  Thank you,  ***********************

  Business Response

  Date: 09/11/2023

  We are more than willing to replace the unit as previously stated. The limited warranty is strictly a one-for-one exchange of the same model received. As noted on the last page (also shown below) of the attached manual the only obligation the company has is to repair or replace the unit; therefore, we will not provide a refund.

  PRODUCT FIVE-YEAR LIMITED WARRANTY
  MODELS MCN400, MCN400L, MCND401, MCND401L
  USI ELECTRIC, **** / UNIVERSAL SECURITY INSTRUMENTS, INC. (USI) ... USIs only obligation, and your exclusive remedy, is the repair or replacement of the product, at USIs discretion, provided the product has not been damaged through misuse, abuse, accident, modifications, alteration, neglect or mishandling. This Warranty shall not apply to any product which is found to have been improperly installed, set-up, or used in any way not in accordance with the instructions supplied with the product.
  ALARM RETURNS
  For replacement of this alarm under the terms of this Warranty, contact **************** at ************************, for current postage and handling fees.

  Customer Answer

  Date: 09/11/2023

  Due to false advertising, the only fair and reasonable solution is a full refund by Universal to me.  From your own web site

  "2-in-1 alarm that provides double the protection with a single installation to protect against carbon monoxide and natural gas
  120-volt AC alarm with backup battery is suitable for houses, apartments and mobile homes
  Three LED colors display the status of the alarm, power, ** and gas in your home
  Compact plug-in design covers only (1) outlet for a fast and easy installation with no wiring required
  Comes with a 5 year limited warranty."

  Ease installation with no wiring required?  ******* has come up with so many new exceptions not listed in the manual that most home owners would need to hire an architect to redesign and re wire their home to accommodate the placement and air circulation she now says is mandatory.  I am hard pressed to think of many, if any, apartments that could accommodate the same new requirements. 

  The product is not fit for purpose and a full refund should be given.

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20566356
  
  I am rejecting this response because:  

   

  Due to false advertising, the only fair and reasonable solution is a full refund by Universal to me.  From your own web site

  "2-in-1 alarm that provides double the protection with a single installation to protect against carbon monoxide and natural gas
  120-volt AC alarm with backup battery is suitable for houses, apartments and mobile homes
  Three LED colors display the status of the alarm, power, ** and gas in your home
  Compact plug-in design covers only (1) outlet for a fast and easy installation with no wiring required
  Comes with a 5 year limited warranty."

  Ease installation with no wiring required?  ******* has come up with so many new exceptions not listed in the manual that most home owners would need to hire an architect to redesign and re wire their home to accommodate the placement and air circulation she now says is mandatory.  I am hard pressed to think of many, if any, apartments that could accommodate the same new requirements. 

  The product is not fit for purpose and a full refund should be given.

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

  Customer Answer

  Date: 09/11/2023

  Thank you for the information and offer of mediation, however, spending $125 to recover $55 makes little sense.  Having this documented on BBB's website so some others will avoid doing business with this highly unethical company is probably the best I can hope for.  I have purchased new units, from a quality company, highly rated with excellent reviews, unlike *************************************************************

  Business Response

  Date: 09/12/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.  

  Thank you for the information and offer of mediation, however, spending $125 to recover $55 makes little sense.  Having this documented on BBB's website so some others will avoid doing business with this highly unethical company is probably the best I can hope for.  I have purchased new units, from a quality company, highly rated with excellent reviews, unlike Universal.  

  ***** N. ******

  Thank you.

  Customer Answer

  Date: 09/12/2023

  Thank you ****.  Yes, I consider this closed.  Clearly they are not interested in providing quality products or service.

  Thanks again for your help with this.  *******************