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Complaint Details
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Initial Complaint
11/20/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I purchased a lock-set replacement for an existing unit that failed. Company stated the parts will fit - but they did NOT. additionally, the company stated that i can return the unit if not used.I have tried for a month to get a Return Goods Authorization, but the company ignores calls, emails, and repeated attempts have gone unanswered.Initial Complaint
05/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My safe no longer opens. Nothing happens when I enter the numbers on the keypad and I have tried 4 new batteries. I have left 7 voicemail messages and no one has returned my call. I need to get my safe openBusiness response
06/26/2023
Hello BBB,
Regarding Complaint ID: ********.
We have spoken to the customer and they purchased an override key to get their safe open.
I logged into your website but I could not respond to this complaint as it was locked.
Thank you,
*********************Customer response
06/27/2023
It is true that I finally made contact with MESA safe and was able to order an override key. This took close to 8 weeks. My credit card was charged on Tuesday June 20 and I was given a **** tracking number. However, when trying to track the shipment, I receive the message "This number is not yet in our system" and an indication that the item has not been shipped. Once the key is shipped I will consider this resolved even though the customer service has been probably the worst I have ever experienced. I have attempted to call two different numbers approximately 20 times and unable to ever speak to someone. A person named ***************************** has responded to emails and she is the person who facilitated the charge to my credit card and provided the tracking number.
***********************
************
Initial Complaint
01/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I contacted Tech support to resolve the issue with my Mesa Safe not remembering the passcode. The technical rep said I need to replace the main board, I sent pictures to the Rep to endure I was getting the right part. Ordered the part on 12/14 for $22 and when I received it did not work with the current keypad on the safe. After multiple tries I got Tech support on the phone again and they suggested I order a new keypad and so paid $60 on 12/23 for a new Keypad. Once I received the new Keypad I was unable to install it because it uses a different connector than whats on my safe. I made multiple calls again and got someone to answer from Tech support again and send some more pictures of the cable and Keypad. Tech support informed me that my Keypad should have come with a cable (main wire) but didnt so they would send me the Main wire on 1/9. I have yet to receive the cable/main wire so I been calling and writing emails to Mesa Safe trying to reach someone to find out if the cable/main wire was sent but NO ONE is answering or responding for the past week. I already spent over $80 trying to fix my safe based on Mesa Safe's representative's solutions and want Mesa Safe to follow through on helping me fix my Mesa Safe.Initial Complaint
02/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have a Mesa Safe MBF5922E and the keypad stopped working on 12/29/2021. So I contact Mesa Safe customer service, tech support and sales department. After multiple phone calls and emails, it came to conclusion that I need to replace the keypad set. Unfortunately, more phone calls and emails, I was been shuffled between different department and people, and still no one can sell me a keypad set replacement. I am willing to pay for it, but it seems like Mesa Safe doesn't care for the existing customer.Business response
03/09/2022
Regarding Complaint ID ********
We will be reaching out to the customer, *****************, directly to get this issue resolved.
Please let me know if any further action is needed.
Thank you,
*********************Customer response
03/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me if the business respond in a timely fashion. I am still waiting for the business to perform this action of sending keypad lock set replacement and, if it does, will consider this complaint resolved.
Regards,
*****************
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