Complaints

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

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  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:11/30/2023

  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.

  The Alarm broke and called for replacement only 4 yrs old I believe was told replacement was being shipped still nothing and you can't get a hold of anyone being passed around and lied to

  Business Response

  Date: 11/30/2023

  ***** ******

  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, Inc,. I would like to personally apologize
  for your inconvenience. According to our records you contacted Kidde on
  November 20, 2023 reagrding your issue. The representative did submit your
  warranty replacement order also on November 20, 2023. Typically all warranty
  replacement orders are processed and shipped within 7-10 business days (not
  including weekends and holidays). Which is aproximately 14 calendar days. With
  recent Thanksgiving Holiday occurring during this timeframe your order was processed
  and shipped after the holiday period.
  
  Your
  replacement order has shipped from our distribution center on Monday November
  27, 2023 and is scheduled to arrive at your location today November 30, 2023 you
  can track you shipment via FedEx using tracking number ************

  
  If you have any further
  questions or concerns, please reply to this email or feel free to
  contact Kidde Product Support (Mon-Fri 8am - 10pm EST and Saturday
  9am-5pm EST) at 1-800-880-6788, or visit the Kidde Support Help Center .
  We will be happy to further assist you.
  

  Thank
  you for your invaluable support,
  
  Kevin W. B****
  Product Support-Warranty Services Manager

  Customer Answer

  Date: 11/30/2023

  Better Business thank you 
  

• Initial Complaint

  Date:09/14/2023

  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.

  My connected kiddie fire alarm regularly goes off at 2-3am. I’ve cleaned it, replaced it, cleaned it again etc. I live in an extremely clean house, so no dust or bugs could be the problem for this always happening. It seems like after going online TONS of people have this same issue, why is this product not being recalled?

  Business Response

  Date: 09/14/2023

  Ms. ****

  It is with great
  concern and regret we received your BBB Complaint outlining the problem you had
  with our Product(s)/service.
  
  First and foremost,
  on behalf of Kidde, I would like to personally apologize for your
  inconvenience. I understand that you have recently spoken with one of our Team
  Leads regarding this matter and have agreed t accet a replacement unit to see
  if that fixes te isuue. Thank you for bringing this matter to our attention.
  
  We value our
  customers and ask you to please feel free to continue to provide feedback about
  our product(s)/services. If you have any further questions or would like to
  discuss this matter further, please feel free to contact Kidde Product Support at
  our Toll free number 1-800-880-6788. We are available Monday – Friday 8:00 AM –
  10:00 PM Eastern time and Satirday 9:00 AM – 5:00 PM Eastern Time
  
  Thank you for your
  invaluable support,
  
  Kevin W. B****
  Product Support-Warranty Services Manager

• Initial Complaint

  Date:08/23/2023

  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.

  Old case # *********, never shipped
  New case # *********
  
  Late last year when my fairly new Kidde carbon monoxide alarm failed at 3 am, the Fire Department said it was defective and threw it away. It never occurred to me to ask Kidde for a replacement. However, when my Kidde smoke alarm died several weeks ago I was told a new one would arrive in 10-15 days. When I called the other day to inquire about the long delay, I was first put on hold for 20 minutes, and when I called back, I would eventually learn that even though I had a case number, the order was never placed. Finally I asked to speak to a manager and was assured that I would receive a return call in 24 hours. Of course that never happened. It's bad enough that I had to deal with the fire department in the middle of the night and replace a costly item, but now being passed around and deceived by their customer service department regarding a second defective item is just too much. Kidde's defective merchandise and cavalier approach to safety is endangering lives. It needs to stop.

  Business Response

  Date: 08/24/2023

  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 upgrade in our order management system your initial order did not process.
  While this explanation offers no excuse for the delay for your inconveinence.
  Your new order has process and I am contacting our distribution center to
  expedite shipping.
  
  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 1-800-880-6788, click here or visit the Kidde Help Center. We will be happy to
  further assist you.
  
  
  Kevin W. B****
  Product Support-Warranty Services Manager

  Customer Answer

  Date: 08/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   

  Received your package today. 

   

  Thank you...and thank you for going above and beyond. Very kind of you. I appreciate  it.

   

  Best,

  *******  ****** 

   

   

• Initial Complaint

  Date:03/24/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Kidde smoke alarm (Kidde is a division of Carrier). The alarm was broken from the start. Once powered on it flashed a yellow fault indication. All attempts to troubleshoot based on the manual and website have been fruitless. Multiple attempts to call Kidde/Carrier at 800-880-6788 have gotten no answer, just a recording in some language (possibly French) and then a hangup. Multiple attempts to e-mail Kidde/Carrier have resulted in no response except a single automated response saying to search the articles on their website for a solution. The alarm was supposed to be warranted for 10 years, but the alarm did not even last ten seconds.

  Business Response

  Date: 03/28/2023

  Mr. ****** *******

   

  Thank you for contacting Kidde. We value our customer’s input and we appreciate that you have taken the time to share your inquiry. We have tried reaching you twice by telpehone (First on 3/27/23 and again on 3/28/23) and left voicemail messages requesting a return call. Since we have not heard back from youj we are sending this communication via email.

  You’ve 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 can’t express how deeply sorry I am for this issue.

   

  In order for us to quickly resolve your concerns we will need some additional information.

  1. Do you still have the units in question?
  2. Model number of the unit in question
  1. How many units of this particular model
  3. Date of Manufacture of the unit in question
  4. Mailing Address to send warranty replacements
  1. We will need physical  US ,Canada or Mexico address only as we do not ship to PO Boxes.

   

   

  To assist in locating the required information please see the pictures below on where you can find your model number and date of manufacture on the back of the alarm. (Highlighted in the red boxes)

   

  Photos:  (Attached)

   

  Please know that as soon as this issue is resolved, we’ll be looking at ways to regain your trust.
  

   

  If you have any further questions or concerns, please reply to this email or feel free to contact Kidde Product Support   (Mon-Fri 8:00am -8pm Eastern Time) at 1-800-880-6788 . We will be happy to further assist you.

   

  Thank you for being a valued Kidde customer!

   

  Kevin ** *****

  Product Support-Warranty Services Manager

   

  Kidde/Edwards Signaling (A Carrier Company)

  1016 Corporate Park Drive | Mebane, NC 27302

  P: 984-983-0953

  M: 919-972-9001

  E: ***********@carrier.com

   

   

         

  Customer Answer

  Date: 03/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. To add more details, there is an unpublished reset procedure that cleared the error and enabled the device to begin functioning correctly.
  

• Initial Complaint

  Date:03/10/2023

  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.

  In February 2022 I purchased a set of Kidde Smoke & Carbon Monoxide Detectors. I paid 92.14 for the set. On March 1st 2023 one of the detectors start randomly going off saying Fire, Fire, Fire. I couldn't turn it off. Had to remove the unit from the wall and pull the battery out. I sent pictures of the battery to the company (which were their batteries and doesn't expire until 2026) I confirmed my husband cleaned the unit several times. They asked if I put in another battery and I told them yes, we put a different battery in the unit for five minutes to see if the alarm would still sound. It did. We DID NOT keep the battery in the unit. Within that 5 minutes when the alarm went off, we pulled the battery out and have not been able to use the system since. I called and asked them to replace the one unit. They told me that since I put in a different battery that was not recommended, they would not send me a new unit. I explained again and again that I did not keep that battery in the unit. It was only to test the unit. Now, they are telling me that we don't know for sure if you kept the battery in the unit or not. We don't know you they said, we don't know if you're telling us the truth. All I want is another unit shipped to me. This was alot of money for it to only last one year. Two out of the 3 people I spoke to were rude and didn't seem to care.

  Business Response

  Date: 03/14/2023

  Good Moring

  It is with great
  concern  we received your Better Business Bureau Complaint outlining the problem you had with our product/service.
  

  
  First and foremost,
  on behalf of Kidde, I would like to
  personally apologize for your inconvenience. In regards to your specific issue we are sending you a warranty replacement for the unit in question. 
  
  We value our
  customers and ask you to please feel free to continue to provide feedback about
  our services. We look forward to continuing serving you as a valued customer.
  
  Thank you for your
  invaluable support,

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:12/29/2022

  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 10 smoke alarms on 5/14/2022 (order **************) from *******.com. I paid $103.80. Included in these smoke alarms is a battery, which, according to one of their representatives "it is not the best battery." Unfortunately I found out that "it was not the best battery" at 5 AM in the morning when the unit was chirping. I have contacted the company because now I have to buy 10 new batteries. I asked them to reimburse me for purchasing the new batteries so that I can replace those that are defective. I spoke to Dana, a supervisor, and she told me their company will not reimburse the cost of buying the new batteries. Also, she said the batteries have a 2 year guarantee, however, it is obvious that the chirping battery wasn't even a year old (7 months).

  Business Response

  Date: 12/30/2022

  Dear ***** *****

  It
  is with great concern that 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. In regards to your request for reimbursement for the batteries
  you had to purchase; unfortunately we will not be able to provide a
  reimbursement due to the terms of the warranty listed for you alarms which
  specifically state - KIDDE Safety makes no warranty, express or implied, written or oral, including
  that of merchantability or fitness for any particular purpose, with respect to
  the battery. (see attached User Manual page 7 Warranty
  Section)  

   

  Kevin ** *****
  Product Support-Warranty Services Manager

  Customer Answer

  Date: 01/04/2023

   I am rejecting this response because:

  Thank you for your personal apology, however, selling an item with a battery
  that your own employee stated “wasn’t the best” is definitely not thinking about
  the inconvenience for the customer.  Being woken up at 5 AM to a chirping sound is extremely disturbing.

  
  It is obvious that you have this issue covered by your manual, however, I
  will never buy your product or recommend Kidde to anyone else.  I am sorry that I purchased over $100 of
  these smoke alarms before reading the reviews on your webpage.  It is obvious that many of your customers
  have had this same problem.

  
  I just bought new batteries (receipt attached), to replace all of those that are included in your product, but are “not
  the best.”  I am disappointed that your
  corporation will not reimburse me for this additional purchase ($20).  I know that you have it covered by your
  manual, however, I would hope that you would show some empathy to the customer.

  
  ***** *****
  
  
  
  
  
  

• Initial Complaint

  Date:12/02/2022

  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.

  Mid October 2022, our Kidde Trusense smoke alarms go off. There is no fire or smoke but two alarms go off causing all of our alarms go off, We take the two alarms off thinking we might need new ones (even though they are only 2 years old). I google my smoke alarm but can’t find any online for sale. Then I find a link that they are being recalled. I read the details and submit all forms, and pictures for the recall.Late October, I track my status and it is approved. On the website it states replacements will ship within 2 days. Never arrived.November 3, I call and ask about shipping status. The service rep stated all 9 replacements should arrive within 2 weeks. Never arrived.November 14, I call again and ask about shipping. They state it will be shipped he following Friday (3 days from nov. 14). Never arrived.Dec. 1, I call again for status. They are “out of stock” and I am **** out of luck?!?!?In the meantime, I have no smoke detectors.

  Customer Answer

  Date: 12/13/2022

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 01/02/2023

  It
  is with great concern and regret we received your Better Business Buereu
  Complaimt outlining the problem you had with our service.
  
  First
  and foremost, on behalf of Kidde I would like to personally apologize for your
  inconvenience. I have locaed you order and it has been shippe. You can track
  your ordwer by FedEx Tracking number ************. Thank you for
  bringing this matter to our attention.
  
  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 our Product
  Support/Warranty Services Department at 1-800-880-6788. We look forward to
  continuing serving you as a valued customer.
  
  Thank
  you for your invaluable support,
  
  Kevin ** *****
  Product Support-Warranty Services Manager

  Customer Answer

  Date: 01/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:11/20/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Kidde's Customer Service phone number on 11/15/22 to discuss a 10 year Combo Smoke Alarm that became defective after 1 + year, but the phone prompts keep looping and you never were connected with anyone. I then sent an email to Kidde's customer service email at ****************************************************************************** - completed all the necessary information on their form (phone, name, address, product type; model #, date manufactured including the below comment on 11/15/22. I received an automatic response that they received my email, but never heard back from anyone (phone or email).
  
  We had a professional electrician purchase and install 3 Kidde CO2/Smoke Combo units and 2 Kidde Smoke Detectors (all 10 year Sealed Lithium Battery Kidde products) back in February 2021 at our home (address listed above). The Combo unit that I've indicated malfunctioned recently and had to be replaced. We've had these 10 year units in multiple homes and this has not or ever happened. My electrician replaced the unit with a new Kidde 10 Year Combo unit which now we need to pay again. These units are extremely expensive, never mind the cost of labor to have them installed. I have attempted to reach someone by phone, but your phone prompts just repeat themselves and no one ever picks up. I would appreciate a reply on how we can get reimbursed for a least of these units and possibly get compensated for cost of the install. This unit was less than 1 1/2 years old (from install to current).

  Business Response

  Date: 11/21/2022

  Dear
  ********
  
  It is with great
  concern that we received your Better Business Bureau Complaint outlining the
  problem you had with our service.
  
  First and foremost,
  on behalf of Kidde, I would like to personally apologize for your
  inconvenience. I would like to collect the afected unit for analysis to help us
  determine the cause of the issue you were experiencing. Thank you for bringing
  this matter to our attention. Additionally once you receive your itemize
  invoice, please respond to this email with a copy so that I can submit a
  request for your refund of the alarm unit.
  
  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,
  
  Kevin ** *****
  Product Support-Warranty Services Manager

  Customer Answer

  Date: 11/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I appreciate the call received today and look forward to getting this matter resolved.  I will be shipping the defective unit back to the company for analysis, as requested  and will respond to Mr. *****'s email with a copy of our itemized invoice received by our electrical contractor who purchased and installed not only the original unit but the replacement.  

   

  Thank you.

   

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

• Initial Complaint

  Date:10/20/2022

  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.

  Worry-Free” smoke alarms that alerts you to smoke or CO Danger. The Kidde Model #********** is the model number that **** ******** has installed in my 3-apartment house in which my wife and I also live. These alarms are sounding without any provocation whatsoever at all times of the day and night. This is not acceptable. My tenants and my wife and I are frightened that there is an actual fire and/or emergency when these alarms scream FIRE FIRE FIRE when there is no actual smoke or fire. There are six alarms that are all interconnected in the two halls and basement. Each of the three apartments also have an alarm. None of those alarms have sounded in the apartments. I have called the Fire Department here in the City of Manchester, and they do not want the alarms in the apartments interconnected with the smoke alarms in the halls and basement. There is every indication that I am not the only one affected by these defective Kidde smoke alarms as Gary at **** ******** will attest to. I want to underscore that these Kidde alarms, because they are defective, are a serious threat to life and property and something needs to be done about it before a catastrophe happens; specifically, since they are defective, will they sound when an actual fire occurs or when there is CO danger? And not incidentally, will their defective screaming that there is a fire when there is no fire cause us as owner/tenants to become complacent when the alarms sound assuming that it is just another false alarm? I will be contacting the governor’s office, the attorney general office, and the Consumer Product Safety Commission, which, if I understood you correctly, has a multimillion dollar lawsuit already filed against Kidde over another matter.
  
  Please let me know if you need more specific details so that my complaint against Kidde can go forward. **** ******** can supply you with many of those details that I am not privy to.
  
  Thank you,
  
  ******* ******

  Business Response

  Date: 10/21/2022

  ******* ******
  
  It is with great concern that
  we received your Better Business Bureau Complainkt Letter outlining the problem
  you had with our products/service. You have been experiencing random nuisance
  alarms throughout the day and night.  
  
  First and foremost,
  on behalf of Kidde, I would like to personally apologize for your
  inconvenience. The sensor that is in the P4010 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 try
  blowing along the sides of the alarm with a can of compressed air to stop the
  unit from alarming.
  
  We would like to collect your units for analysis and send you
  some warranty replacements. If you experince any other nusiance alarms please
  use the troubleshooting tips listed above and review the Owner/User guide by
  clicking here.
  
  
  We value our
  customers and ask you to please feel free to continue to provide feedback about
  our products/services. If you have any further questions or would like to
  discuss this matter further, please feel free to contact Kidde Product Support
  at 1-800-880-6788 we are open Moday – Friday from 8:00 AM – 8:00 PM and
  Saturday from 9:00 AM – 3:00 PM  Eastern
  Time. We look forward to continuing serving you as a valued customer.
  
  
  Kevin ** *****
  Product Support-Warranty Services Manager
  
  Kidde (A Carrier Company)
  1016 Corporate Park Drive | Mebane, NC 27302
  
  
  

  Customer Answer

  Date: 10/21/2022

   I am rejecting this response because:  What the company suggests they do is what I have already done.  All of my Kidde smoke alarms have been replaced by the company that installed them, **** ********.  The newly installed smoke alarms have also sounded false alarms.  Today, I have yet had **** ******** back to install a third replacement alarm, hoping that it will solve the false alarm problem.  However, since I made my initial complaint to you, I was told that there is a class action lawsuit against Kidde.  That class action lawsuit can be found under the following website: ******************************************************************.  In the lawsuit the Consumer Product Safety Commission states, "The smoke alarm and the combination smoke/carbon monoxide (CO) alarm can fail to alert consumers to a fire."  That has been my greatest fear is that the defective nature of the Kidde smoke alarms is so unsolvable and ingrained into its mechanism that it will not do as we the consumer expects it should do and that is to alert us to a fire.  I have come to the decision to have all of my Kidde smoke alarms replaced with another product.  What I am trying to tell you straight out is that this problem is a public health and safety hazard that needs to be addressed as there are complaints nationwide about the problem with these Kidde smoke alarms.  I will continue to file complaints far and wide until I am convinced that Kidde is held accountable to putting the public health and safety at such great risk.