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:07/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am unable to log into Resideo.com or reset my password. Can you please assist?*********************** *********************

  Business Response

  Date: 07/24/2024

  Hello,

  We have responded to the complainant through our own systems on 7/3 asking for further information on what platform they are referring to. Resideo.com itself does not allow for account creation, and the ***** IN" button on this site re-directs to 5 other services we offer. We sent an email to the complainant at *********************** and have yet to hear back from them to provide further assistance. 

  If our email did not go through to the customer, then our team can be reached by leaving a voicemail at ************. 

  Thank you,

  Resideo Escalations & Resolutions Team

  Customer Answer

  Date: 07/25/2024

   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.

• Initial Complaint

  Date:02/12/2024

  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.

  Purchased a Resideo RWLD3001 Leak Detector and arrived on 2/9/24. On 2/10/24 I tried to activate device. Device does not work. Contacted tech support and spent 1.5 hours with them to no resolve. Was cutoff and they never returned my call. Contacted them again and after another hour they told me I had to return it to them and get a refund. They informed me I had to pay for the shipping. I should not have to pay shipping to return their product when it was defective upon delivery.

  Business Response

  Date: 02/13/2024

   

  We apologize for any difficulties that had come about as a result of this retail product purchase and installation, but our Customer Support agents can only do so much over the phone with a technical issue for which they may or may not have all the applicable information necessary to identify and/or correct the problem.  However, on the question of warranty, please see below:

  1. The product manufacturer (Resideo Technologies) does not conduct product transactions direct with the consumer, so product returns for warranty exchange or refunds are to be conducted through the source of the product purchase under qualifying conditions of warranty.
  

  2. It is only presumed that a product defect is the actual cause of the problem at the time of the product installation, when in reality, there are other causes and reasons that a technical device cannot be installed successfully- not the least of which is damage incurred to the product while in the custody of either the seller, the delivery service, or receiver/end-user of the product. Moreover, there would be no means by which to establish a true cause of the product fault or failure without performing a more comprehensive product inspection- which would not be a reasonable measure under the circumstances presented for this particular complaint. 
  

  Since this retail item appears to have been purchased through an on-line source and not through an authorized Resideo retailer at the local level ************ Menards, Lowes, Ace Hardware) which then would not require return shipping fees, there should not be an issue with getting it exchanged for warranty or refunded through the source of the purchase since the product had only been purchased on 09Feb24. 

  Again, we apologize for the time, the trouble, and the inconvenience, but any desire to obtain a refund under these conditions would have to be handled through the source of the purchase. 

• Initial Complaint

  Date:08/05/2023

  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.

  Ordered First Alert L1 Water Leak sensors. When they arrived they would not turn on. Spoke to Resideo tech support, they suggested putting the batteries in the opposite way of what is intended. I tried that, it obviously did not fix. Tech support said to try different batteries and if they don't work talk to the seller. Seller is Resideo. Resideo says that I have to pay for shipping to return the defective item. I am not responsible for paying for their mistake of sending me nonfunctioning electronic waste and returning it to them. If they pay for a shipping label I am happy to stop by a shipper to drop off their package, but paying for the shipping does not fall on me here. If it was for some preference reason sure, but Resideo is the one who sent me junk and they should be the one responsible for bearing the cost of dealing with it. I require either a prepaid shipping label to complete the return, or a refund without shipping back the junk product I received. Anything that involves me paying more money to get what I already paid for is not going to cut it. If Resideo has any working sensors I would appreciate receiving two that work as well, but judging off online reviews this is a widespread problem with these sensors and literally every review of them I've seen says that customers cannot get them to turn on. So if you don't have working product to send me don't bother.

  Business Response

  Date: 08/07/2023

  This complaint erroneously identifies the products in question as First Alert water-leak detectors. ****y are Resideo Honeywell-Home Water Leak Detectors).

  Secondly, since Resideo does not sell products direct to the retail consumer, then the source or origin of the product purchase is not clear at this time. 

  Resideo would be happy to honor the applicable retail product warranty at this time if the complainant will send the faulty or defective devices to the following address along with a copy of the original purchase receipt for the warranty claim record for warranty fulfillment at this time **** limited retail product warranty as shown in the owners literature does not provide for return shipping on warranty claims through the manufacturer):

  Resideo Technologies, **** **** ******* Dr. ********* (Attn: ************) *************, ** 55422

  Customer Answer

  Date: 08/07/2023

   I am rejecting this response because:
  
  Response erroneously identifies the products in question as Resideo Honeywell-Home Water Leak Detectors. They are "First Alert Wifi Water Leak and Freeze Detector and Cable"s as clearly labeled on Resideo's website where I purchased them from. 

  Despite responder being unaware of such, Resideo sells directly to retail customers such as myself through www.resideo.com. On that website I ordered from a webpage similar to this:  ****************************************************************************************************************************************

  Responder failed to understand the situation, address my points or offer any agreeable solution. I have not been provided the working product I ordered and I will not be the one to pay to ship the nonfunctioning product back to them. 

  Business Response

  Date: 08/08/2023

  The complainant contacted Resideo Customer Support twice via Chat and Phone contact on 04Aug23, and both associated case records identified the Water Leak Detectors as RWLD300- which is a Resideo WLD product (not First Alert)  This is the source of the confusion.  

  If these products were purchased at www.Resideo.com, then please attach the corresponding purchase receipt (including applicable shipping address) to this BBB complaint, and Resideo will proceed to send warranty replacement product at this time. 

   

  Customer Answer

  Date: 08/10/2023

   I am rejecting this response because:
  

  Requested purchase receipt contains personally idenfiable information unsuitable to be uploaded to BBB. Receipt and information was provided to email support *********************************************** on 8/9/2023 at 10:12 AM. Awaiting response there.

  
  

  Business Response

  Date: 08/11/2023

  Resideo will not be sending warranty replacement product in fulfillment of this warranty claim until such time that the complainant produces proof of purchase for the product in question. He can call ************** during standard business hours Mon-Fri. to arrange for a suitable method of transferring proof of purchase to the Customer Support unit responsible for conducting warranty claims.  His prior cases are logged under his name as a point of reference. 

  This will be our final communication with the BBB on this product warranty matter. 

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a honeywell home t5 thermostat through my electric providers website PSEG. It said it would come with a free c-wire adapter offer. The offer code did work, I tried several times over the course of a few weeks. It was on a small piece of paper that came in the package. I lost the tiny paper. This company sent out products with old expired or non-working offer codes. I would have bought another thermostat if I knew I had to spend another $27! I finally have a chance to contact customer service and they tell me they cannot send me a c-wire adapter or provide me with another code without a picture of the old code. I can verify the product, the serial number, provide proof of purchase, etc. They did not accept any of that and refused to provide the initial offer that was promised with the purchase of the thermostat. They need to send me a C-wire adapter

• Initial Complaint

  Date:02/02/2023

  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.

  Register my newly purchased product

  Business Response

  Date: 02/02/2023

  For product registration assistance, the complainant may simply contact Resideo Honeywell-Home Customer Support at ************** during standard business hours Mon-Fri.  It is helpful if the customer is at the location of the thermostat and has the model number, serial number, and MAC ID information which appears on the rear-side of the thermostat panel when calling for assistance.  This contact information appears on the product packaging and in the literature. 

  Customer Answer

  Date: 02/02/2023

   I am rejecting this response because:
  
  I called that number and was unable to speak to a live person. I was placed on hold a ridiculously long time Can i have a better number To contact 

  Business Response

  Date: 02/02/2023

  While Resideo Technologies certainly apologizes for any difficulties in getting through to a live rep. for assistance during peak call-volume times of the day during an extremely busy heating season in North America, we suggest either calling the toll-free number at the beginning or end of the business day for lesser wait times and better access to a live rep., [OR] if the customer is on social media ********* or ********* we can then be reached for a Chat Session at [HoneywellHome]. 

  The third option is to go to our website [www.resideo.com], scroll down to the bottom of the page, click on [GET HELP HERE], and then choose live chat with a professional for real-time product assistance.__PRESENT

• Initial Complaint

  Date:01/07/2023

  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 a Resideo programmable Honeywell RTH2300B1038 thermostat. The programmable part of it doesn't work. I have a different schedule on Fridays than the rest of the week, but I cannot seem to change the days of the week individually. Resideo needs to send a programmable thermostat that can be changed for each day of the week.

  Business Response

  Date: 01/18/2023

  By its integral design as well as the information on the packaging and in the literature, The RTH2300B Retail Thermostat cannot be programmed for individual days of the week or weekend days. The programming schedule is the same for weekdays Mon-Fri, and then for Sat-Sun.  So, evidently there was a misunderstanding about the product features at the time of acquiring the product in order to conform to the complainants desired schedule, but we will not be sending a replacement product under the circumstances of having chosen the wrong thermostat for the specific needs in this case. 

  Customer Answer

  Date: 01/19/2023

   I am rejecting this response because:
  I chose nothing. 

  The thermostat is supposed to be programmable.  It is not.  Resideo needs to send a programmable thermostat so each day can be programmed.
  
  

  Business Response

  Date: 01/24/2023

  For the second time, the RTH2300B Thermostat has 5-2 programming schedule (a feature which is referenced on the product packaging and in the literature)- which means that the weekday programming schedule is the same for Monday through Friday, and then a separate schedule can be programmed for both Saturday and Sunday.

  This particular Retail Thermostat cannot be modified to accommodate a customized programming schedule for individual days of the week or weekend.  If any customer requires a programming feature that accommodates a customized programming schedule for individual days of the week or weekend, then they must purchase a 7-day programmable thermostat that allows for setting a preferred schedule for all days of the week.

  Accordingly, this complaint does not account for any type of product flaw or defect, as it simply does not have the programming features that the complainant desires for his needs. So, the answer is to purchase a thermostat product that has 7-day programming feature- which the RTH2300B does not have by its integral design.

  Therefore, Resideo will not accommodate a demand for a replacement product in a dispute over product features that must be understood at the time of purchasing the product. 

• Initial Complaint

  Date:12/13/2022

  Type:Sales and Advertising 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 had purchased many T1 Pro Thermostats. 4 of them had issues with missing characters on the liquid display where numbers could not be easily read. I packaged them up and sent them with my information and contact to Honeywell at ************************************************************************************ via ***** #************. I have not heard anything thus far and would like them fixed or replaced. Email is the best method for me.

  Business Response

  Date: 12/28/2022

  Resideo Honeywell-Home will contact this complainant via e-mail in follow-up to this matter as the phone number registered in this complaint is incomplete [202687901]

  However, it would not be advisable to send product back to the manufacturer for any reason without first contacting us about the product issue and receiving confirmation as to why it is being shipped back, and specifically who is to receive the package at our large facility for further handling and processing of the claim. 

  Customer Answer

  Date: 01/02/2023

  Ok, sent them back to the manufacture, didn't see any harm with that since it was made by your company. I put my information along with the thermostats. 
  

  Business Response

  Date: 01/04/2023

  Resideo *********************** explained to complainant directly that since his package was sent back to the manufacturer without advanced notice and authorization in order to specify a particular recipient designated to receive it, then we must conduct a search for the package at our shipping docks to attempt to locate this product shipment. Without a specified recipient, then the package could have been mistakenly delivered to an area or resource not familiar with proper handling and procedure for this kind of shipment.