ComplaintsforCannon Security Products, LLC

• Initial Complaint

  11/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The safe was purchased through a local chain of stores, I've had this gun safe for 2 1/2 months and when I went to go open it as I do daily, the handle sounded like it broke and it kept turning. This was a 400 pound safe and it was shocking that the handle broke off to open it. Dealing with the company has been extremely challenging if not impossible, every agent that I spoke to for over a week kept giving me a runaround promising to call me back with information on the locksmith and nothing was done, three days ago I was told that there will be a locksmith calling me within the week to figure out how to fix this issue, today as I called to find out about this information I was told that the company is declining my claim to fix the safe and told me that it was my fault that I "snapped" the safe open because the battery was low, I then asked the agent if they have any proof of me "snapping" the safe open, since I've had to email them multiple videos of the faulty product, and how somebody that's 190 pounds can possibly break open a safe of this stature!? Of course there was no answer back, I replied that this is an assumption on the part of the manufacturer that simply does not want to provide warranty of a faulty product. Again this was purchased 2 1/2 months ago and it's a 400 pound safe where I can take the handle and turn at 360° multiple times, at this point it is locked and I have no way of getting into it... I would strongly urge for anyone looking for a safe to hold your valuables not to go with a company like Cannon as well as the other companies they own because they do not stand behind their product and after just couple of months will not warrantee them

  Business response

  06/09/2022

  Business Response /* (1000, 5, 2021/11/11) */ Based on our records, there is a locksmith assigned to fix your safe, unfortunately there were no updates provided to the customer while this was handled by our locksmith team, a supervisor has been assigned to contact you and follow up with this case, to get resolved ASAP and ensure satisfaction.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a cannon gun safe from ******* on June 23 for $999 plus tax. Safe was 600lbs so I hired a company to deliver it to me $300. When I open the safe I found out was defective and the door wouldn't lock. Contacted cannon right away and they agreed to pick the safe up and exchanged it with a new one. They picked up the safe in July. It's now October 29 and I still don't have the new safe. They Blame coronavirus for parts to make the new safe. They offered to send me other safes that were way cheaper than mine and I declined their offer. Finally a week ago they found parts to build my safe and shipped it to me. When the safe arrived was all dented and scratched and I refused delivery. I have pics off all this. I don't want to wait another 6 months to get another messed up safe in the Mail while I am out of $1000. I just want a refund and never have to deal with them again. Thank you

  Business response

  05/26/2022

  Business Response /* (1000, 5, 2021/11/02) */ A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

• Initial Complaint

  09/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Safe door handle broke 2nd time I tried to open and now all my guns and important items are stuck in the safe. Its been 12 days now fighting with Cannon to get a locksmith out to get into it. DO NOT WASTE YOUR MONEY ON A SAFE FROM CANNON! I am a instructor and firearms dealer and this is killing my business! They do not stand behind their product!

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2021/09/28) */ We sincerely apologize for the inconvenience. A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reported recall case #****** on 7/19/21 I reach out to get help I was told my safes were part of the recall they told me to dispose of the units that they were going to mail me a refund check for $1400 then they told me a refund was not possible because I lost the sales receipt however when I spoke to Ivan over the phone he told me it was not necessary that he had already checked with his Supervisor David then a few weeks later Ivan call me and told me the refund was decline that I needed to send pictures of the safes safes that I had previously dispose per their request we then agreed to a replacement they provided me no other option basically I was forced to take that option to avoid loosing all the money I wasted on this gun safes as of today I have not received the replacement safes we are over two months and no resolution at this time I prefer a refund as originally promised by them. I have all the emails if you need them. Thank You

  Business response

  05/31/2022

  Business Response /* (1000, 5, 2021/09/23) */ We sincerely apologize for the inconvenience, the previous shipment arrived with damages and it was refused which caused a delay in the resolution. The new order has already shipped, it is expected to be delivered next week, once the moving company receives it, they will get in contact to set up delivery. Consumer Response /* (3000, 7, 2021/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi at this point I prefer a refund as originally promised by the company I no longer feel comfortable with owning their product it's been over two months and I haven't received my safes at this point I no longer trust them they keep giving me the round around and nothing guarantees that the new safes won't arrived damaged I didn't even get to see them they just emailed me and told me they arrived damage but at this point I no longer believe them if you can assist with getting me the refund that would be greatly appreciated. Business Response /* (4000, 9, 2021/09/28) */ We are sorry for the lack of communication, the previous order was refused by the moving company that will complete the job, they are waiting for the new delivery to proceed and finish the job, as soon as we get more updates from the carrier, we will update via email. Also, a refund was previously declined due to missing proof of purchase, we are still honoring the warranty with replacement items as the serial numbers reported were part of the recall list. Consumer Response /* (4200, 11, 2021/09/30) */ I decline I no longer trust the brand they should honor the refund as they promised at the beginning of the process I have proof of that if you need it they told me the proof of purchase was not necessary please assist with refund at this time Business Response /* (4000, 16, 2021/10/06) */ The replacement safes have arrived at the moving company premises, as previously agreed. Per customer's request, our specialist and the moving company are working together to provide the requested pictures via email, pending approval to proceed with delivery. Consumer Response /* (4200, 24, 2021/10/27) */ This is **** ******** again I'm sorry to bother you but Cannon Security Products is still giving me the run around they told me my safes would be delivered more than a week ago now they are not even answering my messages and when I call they hang up as soon as I provide them my case number what can I do here do I need to file another BBB please advise and thank you for all you done for me. Business Response /* (4000, 26, 2021/11/04) */ I apologize for the late response, we lost communication with the moving company but it's been reestablished, we have communicated via email the latest updates.

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a *********** Safe and the electronic keypad will not open the safe being this is an electronic safe for a firearm that causes mulitple concerns on the manufacturing of the safe. When I spoke to customer service they said there is nothing the can do and sorry it doesnt work. Meama the customer service rep said her supervisor Isreal was not available and that I would have to use the key to open it. Well I don't keep the key accessible as the whole point of a gun safe is it is accessible to the adults in case of an emergency (me and my wife only know the password) and not accessible to the children if i had a key lying around it would be more dangerous. I find their response in this matter shocking their recommendation is to put my children in harms way as their product doesn't work.

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/08/10) */ We sincerely apologize for the inconvenience. A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

• Initial Complaint

  07/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want the Cannon safe company to pick up a faulty safe they delivered to me. I put it in the same place they delivered it to with a box truck and now they want me to put it in a different spot then they left it. I am out $200.00 so far for help moving this safe in then back out for pick up. I am in my 60's and disabled and so is my wife. I do not want an 18 wheeler sent here. They delivered it in a box truck and I would like for them to send a box truck back to pick it up. 18 wheeler will not access my yard. The safe is sitting in the spot it was delivered to.

  Business response

  09/08/2021

  Business Response /* (1000, 7, 2021/07/14) */ We apologize for the inconvenience, we are working closely with our Logistics Team to get a smaller truck to pick up the defective item ASAP. Consumer Response /* (3000, 9, 2021/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been asking for pick up with a smaller truck for months. They continue to send full size 18 wheelers. I just want this faulty safe picked up. What is wrong with this company? I have many emails asking them to please send a smaller truck like they brought it on. I have been told no, I have been ignored, and now they say they will send a smaller truck like it came on. I just want this 1000 pound safe out of my yard. I will accept when they pick this up. Maybe they need to pay me for storage and the stuff I bought to keep it dry. I know they would charge me. Really terrible customer service! Business Response /* (4000, 11, 2021/07/19) */ The supervisor assigned to this case is following up and providing the latest updates to get it resolved ASAP and ensure satisfaction.

• Initial Complaint

  06/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought the safe less than a year ago, the lock is not functioning, they keep saying to replace the batteries. Last night alone we replaced the batteries 4 times, made sure it was good ones, name brand. We have called and asked for help. I am not looking money, just want the safe to open. I would someone to look at it in person or give us better advice besides change the battery.

  Business response

  08/17/2021

  Business Response /* (1000, 5, 2021/07/06) */ We apologize for the inconvenience. Reviewing the case, we noticed a replacement parts order was already submitted for this case. I will share tracking # via email. Thanks.

*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. ↩