Complaints

This profile includes complaints for Kidde Safety's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Kidde Safety has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Kidde Safety

  1016 Corporate Park Dr Mebane, NC 27302-8368

• 

  Kidde Safety

  1394 S. Third St. Mebane, NC 27302

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/29/2024

  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.

  In Jan 2024, our previous Kiddie smoke alarms were at their 10 year lifecycle, with no previous problems. We purchased 2 P4010ACSO smoke/CO detectors with interconnection 110 volt units. Was only a month or so, after installation, and they started giving false alarms. After a couple of phone calls to Kiddie, always on hold for a length of time, we cleaned and vacuumed as recommended only to have them continue with false alarms, many times in the middle of the night. Our home is air conditioned with windows never open and no dusty construction or remodeling going on to "dirty" them up. My last straw was last week, took them both down vacuumed and blew them out with compressed air. Wasn't 2 nights later and going off at 1 & 2 AM. I know learned this model has 'ZERO' 4 or 5 star reviews on their own website and last looked 97 complaints. We don't have children at home, but we do have pets that have definitely been traumatized by these alarms. Maybe a class action suit is in order here! We wish to have Kiddie replace these with a more premium models that has their "BEST reviews" and we will not be 'without' during shipping time....Kiddie can send call tags for the old ones!

  Business Response

  Date: 12/02/2024

  *** ********

  It is with great concern we received your Better Business Bureau complaint outlining the problem you had with our products/service.
  
  First and foremost, on behalf of Kidde **************, I would like to personally apologize for your inconvenience.  Since your alarms are under warranty, we will be replacing them with our latest Detect line of alarms. - DETECT Smoke Alarms & Combo Smoke & ** Alarms | Kidde
  
  Additionally, we would also like to collect your affected alarms for analysis. Please find attached your prepaid *** return shipping label needed to send in your unit(s). What you will need to do is attach the label to your package and drop it off to any *** drop box or store within the next 7 to 10 business days.
  

  The tracking number for your package will be (1Z2072170399110373). 
  
  We value our customers and ask you to please feel free to continue to provide feedback about our services. If you have any further questions or would like to discuss this matter further, please feel free to contact me at my personal number listed below. We look forward to continuing serving you as a valued customer.
  
  Thank you for your invaluable support,
  
  ***** W. *****
  Product ************************* Manager
  
  Kidde **************
  ********************************************
  P: ************
  E: ********************************************

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2024, we replaced our existing 10-year-old Kidde smoke detectors and combo smoke/carbon monoxide detectors with updated models. All new units were purchased from ******. Since then, three of the original units and one replacement units have malfunctioned, setting off alarms in the middle of the night. This has happened on 5 separate occasions. I have made several calls to Kidde, who has offered to replace the units, but after receiving a faulty replacement unit, we are reluctant to go that route. ****** will not refund our money as it is after the date of return and Kidde claims they cannot reimburse us for the faulty units as they only do troubleshooting and technical issues. All i would like is a refund of my money so I can buy a different brand of smoke detector and my family can get a peaceful nights sleep.

  Business Response

  Date: 11/21/2024

  ******** ********
  
  It is with great concern we received your Better Business Bureau complaint outlining the problem you had with our products/service.
  
  First and foremost, on behalf of Kidde , I would like to personally apologize for your inconvenience. Youve put your trust in Kidde to keep your family safe and to provide a peace of mind regarding fire safety, and I know how disappointed you might feel at this time. Words cant express how deeply sorry I am for this issue.
  
  In regard to your refund request the representatives are correct per the terms of the warranty we do not offer refunds or reimbursement. We do stand behind our product and would like to send you eight (8) of our latest and greatest alarms at no expense to you.
  
  The alarms being sent will be our new Detect Line of alarms - This alarm offers a modern 5" design ideal for all living spaces. Cutting edge technology sends fast alerts that give your family more time to get out safely and enhanced sensing technology reduces false alarms often caused by cooking.
  Hardwired Alarm with Worry-Free 10-Year Battery Backup: No battery changes for 10 years. Avoids inconvenient battery replacements and saves up to $40 over the life of the device.
  Double the Detection: Alerts you to both smoke & carbon monoxide (CO) using a single, cost-effective device.

  
  Voice Alerts: Cutting edge technology sends fast alerts with voice so you can react quickly.
  You can view the specifics of this alarm by clicking this link ***********************************************************************************************************************************************************************************************************************************************
  
  We value our customers and ask you to please feel free to continue to provide feedback about our services. If you have any further questions or would like to discuss this matter further, please feel free to contact me at my personal number listed below. We look forward to continuing serving you as a valued customer.
  
  Thank you for your invaluable support,
  
  ***** W. *****
  Product ************************* Manager
  
  Kidde/******* Signaling (A Carrier Company)
  ************************************************************
  P: ************
  E: ********************************************

  Customer Answer

  Date: 11/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it, pending shipment of the replacement devices.  If in the future, the replacements malfunction, I do reserve the right to reopen the complaint.  However, I was pleased with the prompt response from Kidde and and hopeful that the replacement smoke detectors will solve the malfunction issue.

• Initial Complaint

  Date:11/16/2024

  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.

  We bought smoke detectors from KIDDE fire safety. We set them up, and they constantly go off for no reason. We went through customer service several times to trouble shoot. We had an electrician come and check our wiring, they determined they were not working properly and needed to be replaced. Our neighbor is a fire fighter constantly coming over to check on our house because our alarms go off constantly. We called spoke to one person and they replaced two of them. They told us to call back if it keeps happening. We called back because the other alarms (not the new ones) keep going off because they are broke. They keep telling us someone will call us back and giving us the run around. We are now in ******** NY DROUGHT and they still will NOT stand by their product defect and replace the remaining fire alarms in my house. We spent several hundreds of dollars on faulty fire alarms and electricians to tell us their product is defective. They refuse to call us back or speak to us on the phone. We want our fire alarms replaced so our house and FAMILY can be protected. This is poor business, poor communication and we are extremely frustrated with this company.

  Business Response

  Date: 12/09/2024

  Thank you for reaching out to Kidde. We appreciate that you took the time to share your inquiry with us. Youve entrusted Kidde with the safety of your family, and we understand how important it is to feel confident in the products you use. I can only imagine how disappointing this situation must be for you, and I want to sincerely apologize for any inconvenience or concern this may have caused.

  Furthermore, I apologize for the delay in getting this issue resolved.  In fact we have been waiting on a response from you since June 14, 2024 where we needed some additional information from you to resolve this matter. To help us resolve your issue as quickly as possible, could you kindly provide the following information:

  1) Do you still have the units in question?
  2) The model number of the unit in question (This can be found on the back of the alarm and starts with letters and numbers)
  3) How many units of this particular model do you have?
  

  Once we have these details, well be in a much better position to assist you further and ensure your concerns are addressed promptly.
  
  Thank you again for your patience and understanding. We look forward to hearing from you soon and working to resolve this matter to your satisfaction.

  Customer Answer

  Date: 12/09/2024

   I am rejecting this response because:
  
  We spoke on the phone several times in October regarding this matter and they continued to hang up on us. They sent us two new units and told us to call back if we continued to have an issue. When we called back several ooo transferred the call and told us someone else would call back.  no one has called us.  That email was addressed with a phone call.  

  Customer Answer

  Date: 12/13/2024

  I have 8 alarms all model 

   

  model P4010acsco

  I have images but they wont attach to this email. 

  Business Response

  Date: 12/16/2024

  On Monday December 9, 2024 the below listed email was sent to the customer

   

  Dear *********,
  
  I apologize for any confusion regarding your case. Upon reviewing our records,I found that there is a separate case under the name of ***** *******. There does not appear to be any connection between your case and Brians. I have now linked both cases for further clarity.
  
  Regarding your note from the electrician, we appreciate the input, but please note that an electrician is not able to assess whether the alarms are functioning correctly. To resolve this, I would like to collect all ten (10) of your alarms for thorough analysis. In exchange, we will send you warranty replacements for all ten (10) units.
  
  We will be replacing your alarms with our newest Detect line of products.These alarms feature a modern 5 design, ideal for all living spaces, and utilize cutting-edge technology to provide faster alerts. This allows your family more time to evacuate safely. Additionally, the enhanced sensing technology helps to reduce false alarms, particularly those caused by cooking.
  Key features of the new Detect alarm include:
  Hardwired Alarm with Worry-Free 10-Year Battery Backup: No battery changes for 10 years, saving you the cost and hassle of replacements.
  Double the Detection: Alerts for both smoke and carbon monoxide **** in a single, cost-effective device.
  Voice Alerts: Fast voice alerts to help your family react quickly in an emergency.
  For more information, you can view the product details here:
  Detect Combination Smoke & Carbon Monoxide Alarm
  
  

   

  The customer is being sent 10 replacement alarms - she can track these alarms via ***** - ********************************************************************************************************************************************
  

• Initial Complaint

  Date:11/10/2024

  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.

  Had a license electrician install 7 ********************** smoke detectors and 6 Kidde smoke. Carbon monoxide detectors in my two family home (location *********************************************************************). Once installed the detectors would go off all day Long. Sometimes at 11pm or 7am. Had the electrician to check why this is happening he could tell what the problem so we took all of them down and installed another name detectors. I paid $1,425.00 for the first job but since I had them replaced by using another name product I then had to paid $1,795.24 for 13 detectors. Asking for a refund of $1,425.00 for Kidde detectors. My research shows that some Kidde detectors are a part of a recall. All the detectors were taken down because the tenants complain to the fire inspector of ************ that all of them were not working and that they had to take them all down. Fire inspector advise me to take care of this problem immediately or I would be fined by Fire ******************** ***** ************

  Business Response

  Date: 11/11/2024

  Dear *** *****,
  

  I am writing in response to the Better Business Bureau complaint we received regarding the nuisance alarms you experienced with our products. On behalf of Kidde, Inc., I sincerely apologize for the inconvenience this has caused you. We take all customer concerns seriously and are committed to resolving issues as quickly and fairly as possible.
  

  Regarding your request for a refund, I would like to clarify that, under the terms of our warranty, we are unable to provide refunds. Our warranty typically covers repair or replacement of the alarms, not direct refunds. For more details, you can review the warranty information here: ******************************************************************************************************
  

  However, given the circumstances, we are willing to submit a refund request on your behalf. Please note that submitting the request does not guarantee approval, and there are a few steps required before we can proceed:

  
  1) Return the Units: Please send the alarms you are requesting a refund for to Kidde at your own expense. Unfortunately, we are unable to reimburse shipping costs.
  

  Return Address:
  Kidde Product Support
  **************************************************************************************
  

  2) Provide Proof of Purchase: We will need a copy of your original proof of purchase or receipt. Please note that we can only refund the cost of the alarms themselves and cannot reimburse any installation or electrician fees.
  

  Once we receive the returned units and proof of purchase, the refund request will be processed. Please be aware that the entire process may take up to 6-8 weeks. If your refund is approved, you will receive a check sent to the address we have on file.
  

  If you have any further questions or need assistance, please dont hesitate to reach out to our customer support team. We are here to help.
  

  Thank you for your understanding, and again, I apologize for the inconvenience you've faced.

• Initial Complaint

  Date:10/09/2024

  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.

  My house has six hardwired interconnected smoke alarms that were 20 years old. Replaced them with new Kidde smoke alarms. The interconnection did not work on half of them. Kidde send replacements, they didnt work either. If I didnt know how to check the interconnection I wouldnt have known if a fire started in the basement or attic and lives could have been lost. This is a serious problem that should be investigated.

  Business Response

  Date: 10/10/2024

  The customer attempted to troubleshoot hi alarms via email. The best way to work on an interconnection issue is with one of our live agents on the telephone with units in question in hand. He can do that by calling Kidde Product Support Monday -Friday 8:00 AM - 9:00 PM Eastern Time and Saturday 9:00 Am - 5:00 PM eastern time.  

  For this matter we will have one of our Senior Support Technician contact you via telephone and walk you through the setup

  Business Response

  Date: 10/10/2024

  We reached out to the customer today. The customer had already received a refund from Amazon and has decided he doesn’t wants our products. Furthermore, in our discussion we found out that our representative did not provide all of the information needed to successfully perform a bench test.  The customer needed to connect the red wire and the white wires also.  We have provided refresher training with the representative so that this does not occur again n the future.

• Initial Complaint

  Date:09/30/2024

  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 purchased a Kidde Smoke detector with 10 year Lithium-ion battery on April 30, 2024. It was shipped from ****** on May 1, 2024. It was installed in our home mid to end of May. Since we are Senior Citizens (74 and 78) and we had to hire someone to install the unit onto the A frame peak of our little chalet home. The detector emitted no sound and was working fine until today when it began to beep, and beep and beep! It cost us $ ***** to have it installed onto our A-frame ceiling and will cost us another $ ***** to have someone take down the defective BEEPING unit and install a working, hopefully non-defective unit. The beeping is driving us crazy. It is also causing stress on our dogs. We need to leave our home and stay with someone until we have a replacement unit. These things should never occur. The company needs to TEST these batteries to insure they are stable and will work for the stated 10 YEAR period, or take them off the market! If it happened to us, it's going to happen to others!!! This is not OK!

  Business Response

  Date: 10/02/2024

  
  
  It is with great concern we received your Better Business Bureau comlaint outlining the problem you had with our products  
  
  First and foremost, on behalf of Kidde, Inc., I would like to personally apologize for your inconvenience. The sensor that is in the i9010 series of alarms is very sensitive to the smallest piece of dirt, dust, debris or small insect if they get trapped inside it will cause the unit to go into alarm. If this occurs, we recommend try blowing along the sides of the alarm with a can of compressed air to stop the unit from going into nuisance alarming. If this does not resolve the issue we will, be happy to send you a warranty replacement. Kidde stands behind our product and per the terms of your warranty (see attached) we only offer repair or replacement of your alarms. Unfortunately, we would not be able to refund you the cost of installation

  We value our customers and ask you to please feel free to continue to provide feedback about our products and services. If you have any further questions or would like to discuss this matter further, please feel free to reply to this email or contact me at my personal number listed below We look forward to continuing serving you as a valued customer.
  

  
  Thank you for your invaluable support,
  
  ***** W. *****
  Product ************************* Manager
  
  Kidde/******* Signaling (A Carrier Company)
  ********************************************
  P: ************
  E: ********************************************
  

  
  

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I would like a replacement to be sent.  I have tried to blow out the smoke detector as suggested by the company but it did not work.  I still have that HIGH chirping sound.  I have now permanently disabled the battery and will bring it to the appropriate facility for recycling.

  Sincerely,

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

   

• Initial Complaint

  Date:09/27/2024

  Type:Delivery 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.

  Order three home carbon monoxide detectors from ****** on June 5, 2023. Paid $56.25 for the three units. August 13, 2024 discovered one was not working. Called Kidde for troubleshooting and they decided the unit was defective and would send a new one right out. Did not receive it and called again on 8-27-24. They told me about a problem in their system and one would be sent right out, if I did not receive it by 9-6-24 to call back. She also told me "life happens". Did not receive and called again on 9-7-24. Was told it had been shipped that very day 9-7-24 and if I did not receive in 12 business days, to call again. Called again on 9-27-24 as I still have not received replacement. **** told me he doesn't know why and he will give info to his supervisor. He did not know the address of the company but if I don't hear from someone by next week to call again. I told him I am done wasting my time calling and I was reporting this to be handled by the better business bureau. Would appreciate any help you can give me in obtaining a replacement for defective model #KN-COB-DP2. manufactured March 10, 2023. I think I have done my part with 5 phone calls in six weeks to have this resolved.

  Business Response

  Date: 09/27/2024

  Thank you for contacting Kidde. We value our customers input and we appreciate that you have taken the time to share your inquiry. 
  Your replacement order has shipped from our distribution center. You can track you shipment with this ***** Ground tracking number 400081879170
  If you have any further questions or concerns, please reply to this email or feel free to contact Kidde Product Support (Mon-Fri 8am - 9pm EST and Saturday 9am-5pm EST) at **************, or visit the Kidde Support Help Center . We will be happy to further assist you.
  
  Thank you for being a valued Kidde customer!
  

• Initial Complaint

  Date:09/25/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Horrible company false alarm triggered in the middle of sleep and my husband had a attack and major injury since he feels off the bed his femur got broken into pieces, He is struggling in the hospital while my family is devastated mentally and physically. Faulty smoke detector has been removed by the fire **** they reported its a false alarm

  Customer Answer

  Date: 09/25/2024

  Yes I would request refund and compensation for the hospitalization, the mental and physical trauma that me and my family is going through , My kid also suffering a lot of mental trauma and scared to sleep at night   

  Customer Answer

  Date: 09/26/2024

  Please process with requesting refund 

  Customer Answer

  Date: 10/04/2024

  Find my answers in line blue. 
  Do you still have the unit(s) in question? Yes 
  Model number of the unit in question - i12040A
  How many units of this particular model-5 has been installed in our home 
  Date of Manufacture of the unit in question:- March 13 , 2020 
  Have you received any medical billing statements. - yes claims  coming-every day since its a major surgery and hospitalization of 10 days 
    We could include this documentation for your Injury Claim.:-As you know its a ongoing process , If its required we can attach the statement till date
  The nuisance alarm you mentioned would need that unit returned to Kidde for testing and analysis. - If you send me the shipping label I can send the unit back to you
  Your Complete physical mailing address so that we can send your replacement alarms.- my whole family is still going through a lot of trauma and already this incident has messed up our life upside down .

   

  Medical statements are being sent as requested 

  Business Response

  Date: 10/04/2024

  Per the email I sent earlier today

  Good Afternoon
  
  The information you provided will assist in submitting your claim. I cannot say if your claim will be approved or not.  
  
  Enclosed please find your prepaid *** return shipping label needed to mail in your unit(s). What you will need to do is attach the label to your package and drop it off to any *** drop box or store within the next 7 to 10 business days.
  When you are ready to send your package should look like this
  
  
  The tracking number for your package will be (1Z2072170396371221).If you have any questions or comments, please feel free to contact our *********************** at ************** between the hours of 8:00 am to 10:00 pm EST Monday through Friday and 9:00 am to 5:00 pm Saturday.
  
  Thank you for purchasing Kidde Safety products and letting us protect your home.
  Sincerely,
  ***** W. *****
  Product ************************* Manager

  Customer Answer

  Date: 11/20/2024

   I am rejecting this response because:  

  Hello ******* , 

  I hope you are doing well.

  I am writing to follow up regarding the faulty fire alarm that was sent to the shipping address provided. Unfortunately, we have not received any response from ***** or his team about this issue. I have been consistently following up for the past three months, but all I have been told is to refrain from following up, and I have not been given a clear *** for resolution. Additionally, ***** mentioned that someone from the claims team would be in contact with us, but we have yet to hear anything further.

  I am also unclear as to why the Better Business Bureau (BBB) has closed the complaint, despite my request for it to remain open until the matter is resolved.

  Could you please provide an update on the status of our case and let us know the next steps? . Our whole family went through a lot of hardship and trauma and I went through a major surgery because of this malfunctioning fire alarm, I have already provided the *** bills and medical documents ,    , I would like to see what is the decision from the claims team, We would greatly appreciate your assistance in bringing this issue to a swift resolution 

   

   

  
  
  
  

  Business Response

  Date: 12/02/2024

  We have explained to them the claims process multiple times. I am not able to provide them with an update. Once the claims team has completed their investigation, they will contact the customer. I cannot say how long that investigation will last.   

  Customer Answer

  Date: 12/03/2024

   I am rejecting this response because:

   

  Hello *****, 
  
  
  It's been 3 months long , I have been following up regarding this case , I still haven't have someone from your company claims **** has reached out to me or tried to resolve this issue , I have already submitted the ongoing medical documents and bills to you , My family is still going through a lot of hardship and pain , I would like to see what is the decision from the claims team, We would greatly appreciate your assistance in bringing this issue to a swift resolution.
  

  I haven't heard back from Kiddie or no one from the company has taken any initiative to resolve this issue and even responded back for the claim processing 
  
  

  
  

• Initial Complaint

  Date:09/15/2024

  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 just had to spend over $300 to replace 4 of the kidde smoke and carbon hardwired detectors that were suppose to have a long warranty. Also the new kidde units are not compatible with the previous kidde wiring pieces. And my local ********** didnt have any adapters and none were included in the new kidde packages.

  Business Response

  Date: 09/16/2024

  Good Morning ***
  
  It is with great concern we received your Better Business Bureau complaint outlining the problem you had with our products.  
  
  First and foremost, on behalf of Kidde, I would like to personally apologize for your inconvenience. I noticed that you have previously contacted Kidde Product Support in 2023 and received warranty replacements. Those replacements would still be under warranty and if you had reached out to Kidde, we would have been happy to send you warranty replacements again
  
  In regard to your new alarms that you purchase having different a wiring harness. These alarms were updated with new and improved safety features and the wiring harness was one of them.   Rest assured the wiring harness did meet ALL UL (Underwriters Labatory) specifications for the alarms.  We do have an adapter coming out that will soon be on the market also.
  
  Regarding your request for a refund.  In order for us to quickly resolve your concerns we will need some additional information.
  Do you still have the units in question?
  Model number of the unit in question
  How many units of this particular model
  Date of Manufacture of the unit in question
  You will need to send in the affected alarms that your replaced at your expense (Per the terms of the warranty) along with a copy of the proof of purchase for the replacement alarms
  You can send those to the following address Kidde ******************************************** *************************************************
  Upon receipt we will submit a refund request in on your behalf
  Please note that Refund Request typically ***********-8 weeks to process and then a check will be mailed to the address we have on file
  The address we have on file is   ***************** (*******) ***********************************************
  
  We value our customers and ask you to please feel free to continue to provide feedback about our services. If you have any further questions or would like to discuss this matter further, please feel free to contact me at my personal number listed below. We look forward to continuing serving you as a valued customer.
  
  Thank you for your invaluable support,
  
  ************************
  Product ************************* Manager
  
  Kidde/******* Signaling (A Carrier Company)
  ************************************************************
  P: ************
  E: ***********************

  Customer Answer

  Date: 09/16/2024

   I am rejecting this response because:
  
  I do not have time to wait for items to be shipped to you and then shipped back to me. That means my family and home is without fire protection and its not worth dying over!  I needed immediate replacements!  I provided the dated ********** receipt. 
  

  please send a refund check asap. 

• Initial Complaint

  Date:09/10/2024

  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.

  Transaction date was Feb 2022. Spoke with Kidde on Aug 26th and they said they were sending out a replacement because the smoke detector (model: KN-COPE-IC) stopped working. It was bad enough that I had to spend so much time on the phone with them back then to get this done. Worse is that I still haven't received the replacement model ($79) yet. As a consumer, as well as a longtime business journalist, I find it astonishing that a company as big and successful as Kidde (with its huge market share) expects customers to go without a detector for weeks while they count the days/weeks to receive a replacement. Utterly unacceptable. I want a refund and I'll buy it (or a different brand) at ********** tomorrow.

  Business Response

  Date: 09/10/2024

  Thank you for contacting Kidde. We appreciate the time you've taken to share your inquiry.
  
  We apologize for the delay you are experiencing with your replacement order. Typically our distribution centers try to have all orders shipped within 7-10 business days of an order being placed.  However due to inventory constraints your estimated ship dates have been extended. We are working to fulfill your order as soon as possible.
  
  Once your order ships, you will receive a shipping confirmation notice in your email with your tracking information. I do hope this information was helpful.
  
  If you have any further questions or concerns please feel free to reply to this email or contact Product Support (Mon-Fri 8am - 10pm EST and Saturday 9am-5pm EST at **************,click here or visit the Kidde Help Center. We will be happy to further assist you.
  

  Customer Answer

  Date: 09/10/2024

   I am rejecting this response because it's unacceptable for safety reasons to expect customers not to have a working detector in place? Will Kidde take the responsibility and liability of that? Kidde should issue me a credit to buy it at **********. Period. Nobody would rationally think otherwise. Btw, I'm fine with this being released to news media.
  
  
  

  Business Response

  Date: 09/11/2024

  If you would like a refund you will need to return the affected units back to Kidde at your expense per the terms of your warranty along with proof of purchase. upon receipt we will submit for your refund request. Typically refund request ***********-8 weeks and then a manual check will be sent to you.

  Another option for you is to purchase a replacement unit from ********** and then return the original units along with the proof of purchase and we would follow the same refund request process that is outlined above. 

  These are the only options outside of sending a replacement you to you at this time.  please let me which of the three options you would like to proceed with

  Option 1 - wait for the warranty replacement to be sent which should arrive within 7-10 business days

  Option 2 - Send in your original units and proof of purchase back to Kidde (at your expense) so we can submit a refund request. Refund request can take up to 6-8 weeks before a manual check is mailed to you.

  Option 3 - If you choose to purchase your own warranty replacements you can send in the original units along with proof of purchase of the replacement units and we will submit a refund/reimbursement request which can take up to 6-8 weeks before a manual check would be mailed to you.

   

  Customer Answer

  Date: 09/12/2024

   I am rejecting this response because: perhaps this is a proforma response by AI because I already received it previously. Clearly nobody read my prior response there or they don't give a hoot. I'm going to ********** to purchase it and I expect to be reimbursed for it by Kidde. When the replacement arrives someday my Kidde, I'll mail it back to them. Case closed, Kidde. I care about safety even if this company ironically does not.