ComplaintsforCannon Security Products, LLC

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Electronic lock quit working. Safe is couple of years old supposed to have a lifetime warranty but customer service is pretty much nonexistent. Ill have to cut the door off to access my guns. A lifetime warranty is useless if the seller doesnt respond.

  Business response

  03/22/2024

  Thank you for raising your concern, it is very important for us to provide excellent ***************** We have contacted you for assistance and it seems you have already had the safe repaired. Our warranty states that in the case of Electronic Lock failure, parts are covered under the lifetime warranty, yet any labor is only covered for a year. However, we would like to help you with the invoice. Please provide it as requested in your ticket so we can review and determine how we can help you, either with partial or entire cost.
  
  Best Regards,

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint concerns our Cannon Safe, Model # TS 5940-60, Serial # C ******. This safe was sent to us by Cannon in either 2016 or 2017, after our previous Cannon was irreparably damaged in a regional flood (we had 19" of water/mud in the house).Sometime in January 2024, my husband changed the battery in the lock of our safe. The next time I tried to get into the safe, I noticed that the handle on the lock was not engaging correctly and was difficult to open. On 2/14/24, I first contacted Cannon about it and sent photos and a video of the lock. The woman I spoke with told me the pictures/video showed we were missing the lock s**** (I do not know if the s**** fell out when my husband was changing the battery, but I have not been able to find a s**** in that closet.) I was assigned Ticket # *******. Due to my strong spam filter, I did not find the response until 3/6/24. I contacted Cannon again on that date and was re-assigned Ticket # *******. I have exchanged emails with two different people since then, but neither one has followed up on our request for the all-important lock s**** On 3/11/24, the lock wheel completely stopped working, and I have been unable to get into my safe since then. I contacted Cannon almost every day (except weekends) since then and have had absolutely no response.I NEED to get into that safe. It holds everything of value in our home, including important legal and personal paperwork which I need to access. We NEED that s**** for the lock! In reading the manual online, I see also that we should have been given a key for that lock as well, which we never received. So not only do we need the s**** for the lock, we also need the emergency key. I will gladly send you all of the correspondence I have sent Cannon to date, including photos and a video of the safe and lock.PLEASE help us get action from Cannon!!! They are not listening to us!Thank you,******* (and ******) ******

  Business response

  03/21/2024

  We sincerely apologize for the inconvenience; this is not the experience we strive to provide to our customers. A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

  Customer response

  03/27/2024

   
  Complaint: 21453815
  
  I am rejecting this response because:

  I do not find this solution acceptable.  According to the email I received, they have submitted a request for the s**** I need to unlock my safe and gain access to its contents.  However, they cannot tell me how long it is going to take for that s**** to cross the Mexican border due to "customs border traffic", and it may take up to 7 days for it to even be shipped from the manufacturer there.  This is totally unacceptable!  I have been begging for a s**** since February 14 - almost two months ago.  I find it unbelievable that Cannon does not have immediate access to that s**** somewhere in the U.S.  I needed that s**** weeks ago to access important documents in my safe.

  Please do not close my complaint.  I still to do not have redress of my problem.  Thank you!
  
  Sincerely,
  
  ****** (and *******) ******

  Business response

  03/29/2024

  The tracking information has been shared via email, the *** is April, 2nd.

  Customer response

  04/04/2024

   
  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.

  The much-needed s**** (and three spares) arrived on Tuesday, April 2.  We were able to successfully install the s**** into the lock and open the door to our safe.
  
  Sincerely,
  
  ****** (and *******) ******

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Cannon Security Products to see if we could resolve an issue with a safe at our Church. I was not able to talk with a representative about the issue but had to do it through emails. When they finally told me what parts I needed to replace they told me that they would only accept payment through PayPal. I do not utilize PayPal. They would not accept payment by any other means. After finding someone that could help me make the payment they started adding a bunch of hoops for me to jump through. Through this process I have been given the run around. I would just like to get this issue resolved. We have made the payment but they dont act like they want to send us our parts.

  Business response

  03/20/2024

  We apologize for the inconvenience. We were unable to find the payment in our system, we will submit order and provide reference number via email right away.

  Customer response

  03/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a cannon safe in November 2023 and in January 2024 I tried to get into the safe and the lock broke cannon has a lifetime warranty on they're safes so I called and got a bot so I left a message and emailed them I got no response for two weeks finally I called 3 more times and finally got ahold of someone who had me spend two hours sending videos and pictures to them of what's wrong with the safe then no response for a week then I get an email asking for the same videos and pictures again and mind you im still locked out of my safe and this email asking and forth askin for the same thing over and over again until i get mad enough to call and ask for a manager who seemed helpful then i hear nothing for a week or two then another month waiting on parts and a locksmith because they told me they couldnt find a locksmith in my area i literally had to ****** it while i was on the phone with them and give them the locksmiths phone number he lives in my town then finally the locksmith drills a hole in the side of it and finds it broke because of bad welds and shotty craftsmanship he fixed it and told me to be careful not to pull on the handle too hard because it might break again this is almost a 600 dollar gun safe that's supposed to be fireproof so i asked them to replace the safe because its no longer fire proof and they are giving me the run around and trying to blame the locksmith for a manufacturing defect, they are the most disrespectful people i have ever had to deal with and they act like they have no clue what they are doing why would you put a lifetime warranty on something if you wont replace it when its defective or even answer the phone or an email all i want is my brand new safe replaced with one that doesnt have a hole in it or a handle im afraid is going to break off

  Business response

  03/14/2024

  A Manager has reached out and an upgraded replacement offer has been shared via email, we are waiting for confirmation get this resolved ASAP.

  Customer response

  03/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  Business response

  04/09/2024

  We sincerely apologize for the inconvenience. We were out of stock with one of the materials for this particular model, this is why it was just finished, the order will be shipped in the next 24 hour, we have shared tracking information via email.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had my safe for 11 years and my electronic lock has failed. I contacted Cannon to honor their lifetime warranty on the part. They told me my replacement lock would be shipped in 15 - 20 business days. That hasn't happened. They fail to answer emails and phone calls.

  Business response

  02/23/2024

  We sincerely apologize for the inconvenience; this is not the experience we strive to provide to our customers. We were out of stock with one of the kit's components, the order is being processed and the tracking number has been shared via email. Here in Cannon Security Products,we strive for continual improvement of our products and services.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted cannon about replacement lock for my gun safe which has a lif time warranty on parts. On Jan 9th they advised it would be replaced and that the part would be sent to me in 15 days. It is now Fed 18th and I still have no part. I have been in contact with ***************************, via email and I feel that I am getting the run around with him. I just want the replacement lock for my safe. It is an electronic lock. Please see if you can help with this matter. I am unable to secure my valuables due to the broken lock. The safe is useless without the lock. Any help would be appreciated.

  Business response

  02/23/2024

  We sincerely apologize for the inconvenience; this is not the experience we strive to provide to our customers. We were out of stock with one of the kit's components, the order is being processed, the tracking number has been shared via email. Here in Cannon Security Products,we strive for continual improvement of our products and services.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased this safe on 01-13-24. It was delivered today (01/18/24), I cannot get into it, the customer service persons dont speak english. The spare keys are locked in it, you cant get through on the phone, if you do it take hours, the chat, the guy just quit talking to me and ended the chat. I paid over $1000 for a safe that is setting on my porch and cannot be brought in because I cannot remove the pallet from the bottom and nobody between chat or phone will help.

  Business response

  01/22/2024

  We sincerely apologize for the inconvenience; this is not the experience we strive to provide to our consumers. A specialist has been assigned to follow up and explain further about our processes.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been locked out of my safe for months and contacted Cannon after numerous attempts and was told to fill out a Master recovery code form and have it notarised. I spent time and money doing this, and then upon submitting I was told they change their policy. They want me to spend $800 to open the safe, which will actually Render it useless. Their company policies and their customer service are abhorrent!

  Business response

  01/15/2024

  The code's policy changed during the process of getting the paperwork ready for this particular case. Unfortunately, we do not have access to this information anymore, the PayPal refund has been submitted already. 
  
  We can ship replacement parts at no cost for the consumer to use once the safe is open but it is required to contact a local locksmith (which is not covered by the warranty) to open it, they must call our Locksmith exclusive line at ************** to get the proper assistance and the safe can be fixed to operate properly once repaired.

  Customer response

  02/01/2024

  Emails with instructions of code recovery that were not honored despite returning all of the requested material and incurring the associated costs.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I purchased a ************************************** ************ ** in witch the sells people pushed the cannon safe product on me because of its full front to back top to bottom life time warranty only for me to find out they don't really have a life time warranty on there products my lock broke and I was sent 2 aftermarket parts that do not work for the safe and the key pad doesn't even sit properly on the safe ive sent 15 emails and have had 8 phone calls over the matter now Spaining over almost 3 months and it seems there is always a hoop to jump threw to get the matter fixed or Rectified there is over **** people making the same claims as I'm doing now about there products about them not taking care of customers and not Honoring their lifetime warranty I just wanted my safe fixed and it doesn't seem they want to do the same I paid ******* plus tax 8.9% for my safe I want it fixed Correctly back to original order or have a replacement send to me of equivalent size and value or a refund check and they can pick up there safe and I can go purchase a new safe to replace my safe I have all screen shots of my emails and all the other customers reports stating the same things happening to them as well I really wish they stood by there life time warranty claims and just took care of me but being almost 3 months of my safe not working I'm not asking for your help the same way the others asked for your help to take care of my issues. I sent my last email to them letting them know I'm sending this to you as this has taken far too long to be fixed

  Business response

  12/19/2023

  Thank you for allowing us to respond, as **************** is very important to us.
  You have been communicating with one of our representatives and he has requested a video of the mechanism so we can identify the issue and provide the proper solution. This may be a quick fix that can be addressed over the phone, we may need to send a locksmith or replace the safe. However the video is critical to determine the correct course of action. Please ************** the required as we want to honor the warranty and stand behind our brand name.

  
  Best regards,

  Customer response

  12/19/2023

  Looks like I'm unable to sent video to cannon and bbb 

  Customer response

  12/19/2023

   
  Complaint: 21025045
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  This needs to be fixed in a timely matter I sent screen shots not being able to send video with what they stated I needed to send to them my ex wife is trying to use this now being almost 3 months long as a unsafe living situation I'm not going to lose my kids over a warranty proclaimed to be life time as I'm unable to even send the video to cannon safes *** or to the bbb witch screen hots have been provided I'm asking for a fast  Resolution as I was givin 30 days to get this done I would like either ******* plus the **************** sales tax back to me or a new same size gun safe be sent to me and they can take back there old gun safe again ill include screen shots showing to both unable to send. ( I've tired resizing videos 15 times )

  Business response

  12/19/2023

  Thank you for sending the pictures, however, we need the video to determine the problem. You can share the video through a free cloud service (e.g. ****** drive, iCloud, etc.) This is stated in our warranty in the attached file (page 7). Once again, we want to honor the warranty, yet we need the video. Please send it by replying to the ticket, like you have already done. 

  Customer response

  12/20/2023

   
  Complaint: 21025045
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I've sent messages showing I can't send u a video even tried to send to BBB and it doesn't work. Witch was send in last pics

  Business response

  12/20/2023

  Thank you for your response.

  Please adjust the camera on your phone to the lowest resolution. This will cause the video file to be small and allow you to share it. We have customers send videos to us and not have issues with the size. As we have mentioned, this is critical to ensure the proper resolution.

  Below is a search with different options for iPhone:

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

  Below are different options for android:

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

   

   

  Regards,

  Customer response

  12/21/2023

  From: redsoxsfan2324 
  Date: Wed, Dec 20, 2023 at 11:55?AM
  Subject: RE: Fwd: You have a New Message from BBB Serving Southern Nevada Complaint #********
  To: ******************* <****************************************>
  
  Good morning ***** it looks like your email address was able to take my video after re sizing it maybe some way your able to add the video to my file. 

  ***See attached video as requested by the business***

  Customer response

  12/21/2023

   
  Complaint: 21025045
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  My video was sent to the better business Bureau they have my video. 

  Business response

  01/02/2024

  We have received the video were able to identify the issue this customer has with his safe. We sent parts to a locksmith that will go out to repair the safe with our parts. ************** was made aware of this.

  Business response

  01/03/2024

  Business

  Most Recent Message

  Date Sent: 1/2/2024 4:38:37 PM
  We have received the video were able to identify the issue this customer has with his safe. We sent parts to a locksmith that will go out to repair the safe with our parts. ************** was made aware of this.

  Business response

  01/03/2024

  We have arranged for a safe technician to install the parts. We have a work order in progress, customer is informed.

  Customer response

  01/03/2024

   
  Complaint: 21025045
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  They called me and stated the locksmith would come out yes but after me asking what happens if the locksmith does more damage or can't fix my safe in a timely matter I was put on hold for 3 mins and wasn't really giving a answer so I kept asking what would happen if xyz happens or how long this would take. 4-6 weeks is more or less what I got witch doesn't work for me I would like a full refund (******* plus  Applicable sales tax) as I need a working safe before Jan 18 we are pushing 3-4 months now. Thanks 

  Business response

  01/04/2024

  Thank you for your response.

  We do apologize but we do not provide refunds as the unit was not purchased directly from us. However we stand behind our warranty and we have parts that have an ETA for delivery from the *** tracking website for tomorrow to Friday the 5th to be delivered to the locksmith that will perform the job. He will go arrange the visit and perform the job. If he cannot repair it, we can gladly replace it. This is stated in our warranty and you can verify in our website: 

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

  I have attached the response from our representative informing of the parts and the locksmith along with the tracking information from the *** website.

   

  Customer response

  01/07/2024

  Why is it closed? 

  Customer response

  01/11/2024

  ***Sent follow-up to consumer:

  On Wed, Jan 10, ****, 2:41 PM ******************* <****************************************> wrote:
  Has the locksmith fixed your safe yet?

  On Wed, Jan 10, **** at 2:45?PM ************************* <************************> wrote:
  No ma'am. This is a joke they state they going to fix it and that closes the case but still nothing and I'm running out of time.

  On Wed, Jan 10, ****, 3:04 PM ******************* <****************************************> wrote:
  Have they made an appointment yet?

  On Wed, Jan 10, **** at 3:19?PM ************************* <************************> wrote:
  No not yet. 

  On Thu, Jan 11, ****, 8:24 AM ******************* <****************************************> wrote:
  Have you tried calling them?

  ************************* 8:39?AM (45 minutes ago) to me:

  Called the locksmith twice I'm not doing it anymore this was supposed to be set up by them from them as part of my warranty and a part of all the issues I will No longer speak to Cannon Safe unless I'm getting a replacement or a refund As per what they sent to you in the messages they were handling it not me unless I'm gonna start being paid for this.

  Business response

  01/18/2024

  Unfortunately, the business hired for this job has stopped answering our calls and emails. We will proceed with replacing the defective unit, we will get in contact with the consumer to offer options.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have contacted cannon safes customer support about my safes faulty lock. I have over 6 emails concerning this issue. I have submitted multiple pictures and videos. Every response ask the same questions over and over! Customer support is nothing more than chat bot!!!! I can not get through the phone as it's a constant hold. **************** is absolutely non existent! The chat bot said "it's under warranty", but nothing happens. Chat bot email says issue resolved, yet ask the same freaking questions. How can it be resolved if you the the same information??? I'm locked out of my safe and this issues had a *************** for over a month now!!!! Buyer be ware do not buy into the hype about the warrenty and customer service! Does not exist if you ask me..... Please read all reviews on here, everybody says the same thing!!!! Do not do business with this company, go with someone else.

  Business response

  12/12/2023

  Thank you for allowing us to respond to your concern, as **************** is very important to us. 
  A specialist has been working with you to follow up and has made an offer to replace your safe, we apologize for the inconvenience. Here in Cannon Security Products, we strive for continual improvement of our products and services, we appreciate your feedback. Please help us responding to your case through our ticketing system. 
  Best regards, 

  Customer response

  12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*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. ↩