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: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.  *******************

• Initial Complaint

  Date:09/06/2023

  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.

  Hi I have a carbon monoxide and smoke detector. I have a warranty on it and emailed USI Electronics numerous times. However, it is impossible to reach them and my warranty is for 10 years. I would like a replacement for my detector. My alarm date in the factory is May 17, 2019.
  If you can please resolve my problem, and please email me if there is any other piece of information you need.

  Bureau Response

  Date: 08/25/2023

  
  

  Daphne **********
  USI Electric 

  
  

  **** ****** **
  ****** **  ***** 

  
  

  
  

   

  
  

   

  
  

  Hello Daphne **********,

  
  

    

  
  

  We’ve received a message from a concerned customer about your business, and we wanted to get you in the loop and work toward resolving it. One of the core services at BBB is handling complaints, and we do that by assisting both sides in coming up with a solution everyone can agree on - quickly and completely. When it comes to business disputes, you can’t make everyone happy 100% of the time, but we sure do try. 

  
  

   

  
  

  Bearing that in mind, here’s what we know:

  
  

  A concern was submitted by Aryeh ****** on 8/24/2023 and was assigned an ID of ********. We’ve attached or listed the details below this message.

  
  

   

  
  

  So, what’s your next step? Respond in writing. If you’re reading this in an email, click on the “Respond to this Complaint” link on the left.
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

  Need some help composing a response? We can help. Here are some dos and don’ts.
  
  

  
  

  
  

  
  
  • Do respond - as an Accredited Business, your response is required; don’t ignore it.
  
  
  • Do respond within 7 days; don’t wait until the end of the time limit.
  
  
  • Do acknowledge the customer’s concerns; don’t forget to include your point of view.
  
  
  • Do remain focused on the facts; don’t let emotion get the best of you.
  
  
  • Do explain what you can and can’t do to resolve things; don’t make false promises.
  
  

  
  

  
  

  Keep in mind that the customer’s complaint and your response will be posted on our website (however, we reserve the right not to post anything that violates BBB policy) so please don’t include any personally identifying info. BBB may edit as necessary to protect privacy rights and remove any inappropriate language. Remember - by responding, you’re officially submitting what you believe to be an accurate account of what happened. It never hurts to review your records before you respond.

  
  

   

  
  

  If you have any questions, give us a call. 

  
  

   

  
  

  Best Regards,

  
  

   

  
  

   

  
  

  Gail ******* 
  Marketplace Resource Consultant Team Lead 
  *************************** 

  
  

  
  

   

  
  

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  
  Aryeh ******
  
  *** * *** **
  ********* ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *******************
  
  
  
  
  The details of this matter are as follows:
  
  
  
  
  
  
  
  Customer’s Statement of the Problem:
  
  
  
  Hi I have a carbon monoxide and smoke detector. I have a warranty on it and emailed USI Electronics numerous times. However, it is impossible to reach them and my warranty is for 10 years. I would like a replacement for my detector. My alarm date in the factory is May 17, 2019.
  If you can please resolve my problem, and please email me if there is any other piece of information you need.
  
  
  
  
  
  
  
   

  
  

  Desired Settlement:
  Replacement

  
  
  
  
  

  
  

  Additional Comments from Consumer:

  
  

  Bureau Response

  Date: 08/25/2023

  Aryeh ******
  
  *** * *** **
  ********* **   *****
   
  
  
  
  Dear Aryeh ******:
  
  
  Thank you for contacting your BBB.  Your complaint with USI Electric was assigned ********** and has been sent to the complaint contact for review and a response.

  
  

  Typically it will take some time for us to communicate with the parties involved with this complaint. You should hear something from BBB within 30 days by email or mail.  If there is new information regarding your complaint, please let us know! You will not see your complaint posted on the Business Review immediately. 

  The next steps will be:

  • The business will send a response to your complaint.  If we don’t hear from the business after reasonable follow up attempts, we’ll let you know.

  • We’ll ask you if the business response resolves your complaint. If not, please tell us your feedback.  

  • If you tell us that your complaint is not resolved, your BBB will evaluate if additional action is needed.  We may ask for documents or other information to help. Please understand that not all complaints will be resolved to the parties' satisfaction through this process.

  Once the process is complete, the text of your complaint will be publicly posted on BBB’s website (BBB reserves the right to not post all complaints in accordance with BBB policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language.

  BBB is here to help businesses and consumers find solutions. This requires your cooperation and the cooperation of the business for the most satisfactory result.

  
  

  
  Regards,
  
  
  
  Gail ******* 
  Marketplace Resource Consultant Team Lead 
  *************************** 

  
  

  Bureau Response

  Date: 08/25/2023

  
  

  Jodi *****
  USI Electric 

  
  

  **** ****** **
  ****** **  ***** 

  
  

  
  

   

  
  

   

  
  

  Hello Jodi *****,

  
  

    

  
  

  We’ve received a message from a concerned customer about your business, and we wanted to get you in the loop and work toward resolving it. One of the core services at BBB is handling complaints, and we do that by assisting both sides in coming up with a solution everyone can agree on - quickly and completely. When it comes to business disputes, you can’t make everyone happy 100% of the time, but we sure do try. 

  
  

   

  
  

  Bearing that in mind, here’s what we know:

  
  

  A concern was submitted by Aryeh ****** on 8/24/2023 and was assigned an ID of ********* We’ve attached or listed the details below this message.

  
  

   

  
  

  So, what’s your next step? Respond in writing. If you’re reading this in an email, click on the “Respond to this Complaint” link on the left.
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

  Need some help composing a response? We can help. Here are some dos and don’ts.
  
  

  
  

  
  

  
  
  • Do respond - as an Accredited Business, your response is required; don’t ignore it.
  
  
  • Do respond within 7 days; don’t wait until the end of the time limit.
  
  
  • Do acknowledge the customer’s concerns; don’t forget to include your point of view.
  
  
  • Do remain focused on the facts; don’t let emotion get the best of you.
  
  
  • Do explain what you can and can’t do to resolve things; don’t make false promises.
  
  

  
  

  
  

  Keep in mind that the customer’s complaint and your response will be posted on our website (however, we reserve the right not to post anything that violates BBB policy) so please don’t include any personally identifying info. BBB may edit as necessary to protect privacy rights and remove any inappropriate language. Remember - by responding, you’re officially submitting what you believe to be an accurate account of what happened. It never hurts to review your records before you respond.

  
  

   

  
  

  If you have any questions, give us a call. 

  
  

   

  
  

  Best Regards,

  
  

   

  
  

   

  
  

  Gail ******* 
  Marketplace Resource Consultant Team Lead 
  *************************** 

  
  

  
  

   

  
  

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  
  Aryeh ******
  
  *** * *** **
  ********* ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *******************
  
  
  
  
  The details of this matter are as follows:
  
  
  
  Complaint Involves:
  Guarantee Or Warranty Issues
  
  
  
  Customer’s Statement of the Problem:
  
  
  
  Hi I have a carbon monoxide and smoke detector. I have a warranty on it and emailed USI Electronics numerous times. However, it is impossible to reach them and my warranty is for 10 years. I would like a replacement for my detector. My alarm date in the factory is May 17, 2019.
  If you can please resolve my problem, and please email me if there is any other piece of information you need.
  
  
  Desired Settlement:
  

  Replacement

  
  

  Additional Comments from Consumer:

  
  

  Bureau Response

  Date: 08/25/2023

  
  

  Jodi *****
  USI Electric 

  
  

  **** ****** **
  ****** **  ***** 

  
  

  
  

   

  
  

   

  
  

  Hello Jodi *****,

  
  

    

  
  

  We’ve received a message from a concerned customer about your business, and we wanted to get you in the loop and work toward resolving it. One of the core services at BBB is handling complaints, and we do that by assisting both sides in coming up with a solution everyone can agree on - quickly and completely. When it comes to business disputes, you can’t make everyone happy 100% of the time, but we sure do try. 

  
  

   

  
  

  Bearing that in mind, here’s what we know:

  
  

  A concern was submitted by Aryeh ****** on 8/24/2023 and was assigned an ID of ********* We’ve attached or listed the details below this message.

  
  

   

  
  

  So, what’s your next step? Respond in writing. If you’re reading this in an email, click on the “Respond to this Complaint” link on the left.
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

  Need some help composing a response? We can help. Here are some dos and don’ts.
  
  

  
  

  
  

  
  
  • Do respond - as an Accredited Business, your response is required; don’t ignore it.
  
  
  • Do respond within 7 days; don’t wait until the end of the time limit.
  
  
  • Do acknowledge the customer’s concerns; don’t forget to include your point of view.
  
  
  • Do remain focused on the facts; don’t let emotion get the best of you.
  
  
  • Do explain what you can and can’t do to resolve things; don’t make false promises.
  
  

  
  

  
  

  Keep in mind that the customer’s complaint and your response will be posted on our website (however, we reserve the right not to post anything that violates BBB policy) so please don’t include any personally identifying info. BBB may edit as necessary to protect privacy rights and remove any inappropriate language. Remember - by responding, you’re officially submitting what you believe to be an accurate account of what happened. It never hurts to review your records before you respond.

  
  

   

  
  

  If you have any questions, give us a call. 

  
  

   

  
  

  Best Regards,

  
  

   

  
  

   

  
  

  Gail ******* 
  Marketplace Resource Consultant Team Lead 
  *************************** 
   

  
  

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  
  Aryeh ******
  
  *** * *** **
  ********* ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *******************
  
  
  
  
  The details of this matter are as follows:
  
  
  
  Complaint Involves:
  Guarantee Or Warranty Issues
  
  
  
  Customer’s Statement of the Problem:
  
  
  
  Hi I have a carbon monoxide and smoke detector. I have a warranty on it and emailed USI Electronics numerous times. However, it is impossible to reach them and my warranty is for 10 years. I would like a replacement for my detector. My alarm date in the factory is May 17, 2019.
  If you can please resolve my problem, and please email me if there is any other piece of information you need.
  
  
  Desired Settlement:
  

  Replacement

  
  
  
  
  

  Additional Comments from Consumer:
  

  
  

  Business Response

  Date: 08/25/2023

  Please be aware that you are contacting the wrong company, USI-electric.com is a commercial industrial electrical installer located in Cincinnati Ohio.  We do not have any affiliation with the smoke detector company.  Please contact them at ****************  or telephone  ###-###-####.   Do your part in the future and perform some research prior to filing a complaint.

  Bureau Response

  Date: 08/25/2023

  Aryeh ******
  
  *** * *** **
  ********* **   *****
   
  
  
  
  Dear Aryeh ******:
  
  
  
  This message is in regard to your concerns submitted on 8/24/2023 against USI Electric.  Your complaint was assigned ID *********  We received the business's response to your concerns and you can find the contents of the message below or attached.
  
  
  
  To assist us in bringing this matter to a close, we would like to know your view on the matter. 
  
  
  
       * Has the company addressed the issues of this dispute? 
  
       * If not, why? 
  
       * If an offer of resolution was made, has the company fulfilled the proposed offer? 
  

  
  
  Please submit your written thoughts via online system, fax or mail within 7 days. 
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to:
  Enter the following code: **************

  
  The text of your complaint may be publicly posted on BBB's web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language.
  
  
  
  
  Your complaint will be made part of the company's BBB Business Review.  If we don't hear from you, your complaint will be reflected as "answered."  Should you have any questions or further concerns, please do not hesitate to contact us.  We would be glad to assist you. 
  
  
  
  Regards,
  
  
  
  Gail ******* 
  Marketplace Resource Consultant Team Lead 
  *************************** 
  
  
  
  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  Please be aware that you are contacting the wrong company, USI-electric.com is a commercial industrial electrical installer located in Cincinnati Ohio.  We do not have any affiliation with the smoke detector company.  Please contact them at ****************  or telephone  ###-###-####.   Do your part in the future and perform some research prior to filing a complaint.
  
  
  
  

  Bureau Response

  Date: 09/03/2023

  Jodi *****
  USI Electric 

  **** ****** **
  ****** ** ***** 

  
  

  
  

  
  

  
  

  Re: ID * ******** - Aryeh ******

  
  

  Dear Jodi *****:

  
  

  Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. 

  
  

  We notified Aryeh ****** of your response and requested notification of whether or not a satisfactory resolution had been reached. BBB has not heard back from the consumer.  Therefore, the complaint has been closed and will be included in your firm’s BBB Business Profile as: ”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.”

  
  

  The text of your response may be publicly posted on BBB’s website.  BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.  

  
  

  In addition to complaints, BBB Business Reviews include basic background information about your business.  This data is used to calculate your letter grade rating.  BBB does take the size of your business into account when evaluating complaint volume so please be sure to supply your annual revenue and/or employee count.  We encourage you to update your information by visiting us online at

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

  
  

  We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.

  
  

  Sincerely,

  
  

  
  

  Gail *******|Operations Team

  
  

  Bureau Response

  Date: 09/06/2023

  Michele *******
  Universal Security Instruments 
  
  ***** ******** ** *** *
  ****** ***** ** *****
  
  
  
  
  
  Dear Michele *******: 
  
    
  
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 9/6/2023 and was assigned an ID of *********   
  
  
  
  How do I take care of this?
  
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  What should I include in my response?
  
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
  
   
  
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  What will happen if I do not submit a response and what can I expect to happen next?
  
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  
  

  Sincerely,

  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####
  
  

  
  

   

  
  

  CUSTOMER EXPERIENCE INFORMATION

  
  

   

  
  

  Customer Information:

  
  

  Aryeh ******

  
  

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

  
  

  Daytime Phone: ###-###-####
  E-mail: *******************
  

  
  

   

  
  

  The details of this matter are as follows:

  
  

   

  
  

  Complaint Involves:
  Guarantee Or Warranty Issues 

  
  

   

  
  

  Customer’s Statement of the Problem:
  
  
  
  Hi I have a carbon monoxide and smoke detector. I have a warranty on it and emailed USI Electronics numerous times. However, it is impossible to reach them and my warranty is for 10 years. I would like a replacement for my detector. My alarm date in the factory is May 17, 2019.
  If you can please resolve my problem, and please email me if there is any other piece of information you need.
  
  
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Replacement
  
  
  
   
  

  
  

  
  

  Bureau Response

  Date: 09/06/2023

  Aryeh ******
  
  *** * *** **
  ********* *** *****
   
  
  
  
  Dear Aryeh ******:
  
  
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 9/6/2023 against Universal Security Instruments.  Your complaint was assigned ID ********* 
  
  
  
  Now that I have filed, what is the next step?
  
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  
  
  What if I do not agree with the response from the business?
  
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  
  
  What happens if a business does not respond?
  
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  
  
  Sincerely,
  
  
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####

  Business Response

  Date: 09/06/2023

  The customer is incorrect in stating that we were not able to be contacted, as you can see in the attached email trials. We received one email from the customer after business hours (M-F 8am to 4pm) on June 22, 2023, at 5:31pm. It was answered the very next business day, June 23, 2023, at 8:40am. The second email received from the customer was on June 23, 2023, at 2:26pm, which was answered 16 minutes later at 2:42pm with the original email trial attached. The customer will need to perform all the troubleshooting techniques that were provided. If the unit continues to malfunction, they can follow the return instructions also provided to obtain a replacement under the 10-year limited warranty. 

  Bureau Response

  Date: 09/06/2023

  Aryeh ******
  
  *** * *** **
  *********** *****
   
  
  
  
  Dear Aryeh ******:
  
  
  
  This message is in regard to your complaint submitted on 9/6/2023 against Universal Security Instruments.  Your complaint was assigned ID ********* 
  

   

  
  

  BBB has received a formal response
  from Universal Security Instruments. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  Sincerely,

  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  The customer is incorrect in stating that we were not able to be contacted, as you can see in the attached email trials. We received one email from the customer after business hours (M-F 8am to 4pm) on June 22, 2023, at 5:31pm. It was answered the very next business day, June 23, 2023, at 8:40am. The second email received from the customer was on June 23, 2023, at 2:26pm, which was answered 16 minutes later at 2:42pm with the original email trial attached. The customer will need to perform all the troubleshooting techniques that were provided. If the unit continues to malfunction, they can follow the return instructions also provided to obtain a replacement under the 10-year limited warranty. 

  Bureau Response

  Date: 09/11/2023

  Michele *******
  Universal Security Instruments ***** ******** ** *** *
  ****** ***** ** *****
  
  
  
  
  
  
  Re: ID * ******** - Aryeh ******
  
  
  
  Dear Michele *******:
  
  
  
  Thank you for your recent response to Aryeh ******. We have not yet heard from the consumer and are closing this case as answered.
  
  
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
  

   

  
  

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  
  
  Sincerely,
  
  
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####

  Bureau Response

  Date: 09/11/2023

  Aryeh ******
  
  *** * *** **
  ******** ** *****  
  
  
  
  
  
  Re: ID * ********- Universal Security Instruments
  
  
  
  Dear Aryeh ******,
  
  
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  
  
  Sincerely,
  
  
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####
  

• Initial Complaint

  Date:08/31/2023

  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 have been trying to contact this company regarding doing a warranty exchange for 2 of my smoke detectors that went bad and they completely refuse to contact me back. I have called and left voice messages and have emailed them with no reply. The model number for the 2 smoke detectors is mdscn111 and the date manufactured is July 21st 2020. They dont need replaced until 2027 and already dont work. The carbon monoxide detector endlessly goes off and the fire department has been by for testing and there is no detection of carbon monoxide at all but just faulty smoke detectors. I would like to replace these ASAP since its dangerous not to have them installed but this company refuses to reach back out to help me. Im assuming all they care about is sales and not helping me with a warranty exchange.

  Business Response

  Date: 09/05/2023

  We have not received a voice mail message or an email from this customer. We are requesting a copy of the alleged email that was sent to investigate this claim. If we had received a voice mail or an email, we would have responded as quickly as possible.

  Please see our response regarding warranty replacement below. 

  (2) MDSCN111, 2020JUL21 - False Alarming at Random

  Please make sure you are properly resetting the units by pressing and holding the test button for over 10 full seconds before releasing it. You must count slowly for ***** seconds to make sure that reset has time to take place. Itll be an audible reset thatll go through the interconnection,which will reset all your 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 when unplugged with an approved battery installed.
  
  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, or 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 or more have been removed.
  
  Always use an approved 9-volt battery listed in the manual, such as an Energizer 522 or a Duracell MN1604. The battery drawer will not be able to close if the battery is not properly positioned. An unapproved battery will cause a chirp or beep that cannot be resolved by a proper reset.However, it will not cause an alarm.
  
  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 two units will not properly function after all troubleshooting efforts have been taken, they may be replaced under the 7-year limited warranty. You may send them without the batteries to USI Electric at ******************************************************************************************************* *******.
  
  Please be sure to include a note with your name, phone number and return shipping address inside the package, along with an $18.00 check or money order made payable to USI Electric. This covers the current postage and handling cost of two MDSCN111 replacement units. The units themselves 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 MDSCN111 manual for your review and records. Please make sure to follow all placement and maintenance instructions to avoid nuisance issues, contamination, and voiding the warranty.

  ******* Metcalf 
  ***************************************************************************************************************
  Consumer Customer Service
  ***********************
  Monday Friday 8AM to 4PM EST

  USI Electric **** & Universal Security Instruments ****
  **************************************************************************************************