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Business Profile

Smoke Detectors

First Alert

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Smoke Detectors.

Complaints

Customer Complaints Summary

  • 25 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/25/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Installed unit on 8-20-24 and unit is beeping replace, supposed to last for 10yrs.

    Business Response

    Date: 03/26/2025

    Hello,

    We are sorry to hear of Mr ******* experience. We will reach out to Mr ****** as there is no model number provided in this complaint.

    We do stand behind out product and it's warranty. We do have a support team that is available 7 days a week at ************ to answer questions and to fulfill warranty on all our products.

    Sincerely,

    ******

  • Initial Complaint

    Date:03/16/2025

    Type:Customer Service Issues
    Status:
    Resolved
    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 have many of these carbon monixide and smoke alarms and they dont operate anymore. I demand replacements.

    Business Response

    Date: 03/18/2025

    We will be reaching out to ** ***** I could not locate any contact from ** *****

    The information that ** **** provided did not include the model number of her alarm, the age of the alarm, nor the issue she is experiencing.

    We stand behind our products and their warranty. In order to resolve this- we will have to reach out to ** *****

    Thanks,

    ******

    Customer Answer

    Date: 03/18/2025

     
    Complaint: 23072742

    I am rejecting this response because:
    I want someone to call me at ************** 
    Sincerely,

    Arya ****

    Business Response

    Date: 03/26/2025

    Ms **** has been contacted by phone and by email.

    We were able to obtain her address and have placed an order under warranty. The order shipped on 3/20/2025 and per the *** tracking #1Z7YV3110338179288 the 6 new alarms will be delivered 3/27/2025.

    We apologize for her experience and look forward to getting her alarms back for review.

    We do supply customer support 7 days a week at **************. Our support team is available to assist with all questions and all warranty needs.

    Sincerely,

    ******

    Customer Answer

    Date: 03/26/2025

     
    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,

    Arya ****

  • Initial Complaint

    Date:02/27/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Called their warranty line to have a malfunctioning smoke alarm replaced under warranty, and they refuse to admit it has malfunctioned. The alarm went off in the middle of the night in an empty bedroom for no reason (not a chirp, a full alarm), when no other detectors did, and they insisted this doesn't qualify as a malfunction. The *** told me he won't accept that it's malfunctioning unless it goes off while I'm on the phone with him.

    Business Response

    Date: 03/03/2025

    We apologize for the interaction with our support team. We will review the call and reach out to the consumer for resolution.

    Customer Answer

    Date: 03/04/2025

     
    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

    Date:02/07/2025

    Type:Product Issues
    Status:
    Resolved
    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 replaced my smoke detectors, and need to recycle the old ones as they contain a radioactive isotope. First Alert states on their site you can submit a request to recycle them, however the website doesn't work, and the only option on the site is to call in. I called in and was unable to reach anyone. I want to recycle my old smoke detectors in a responsible manner, but am unable to do so as First Alert's site doesn't have any contact information on it, and the phone system doesn't work.

    Business Response

    Date: 02/10/2025

    We see Mr ******** call to us on 2/7/2025- he called us at 2:03pm and abandoned (hung up) at 2:08pm.

    We are sorry that he felt our hold time was too long.  I have sent an email to Mr ****** asking him to provide the model # and quantity he needs recycling. We are only able to recycle smoke alarms that we have manufactured.

    When he gets back to us we will assist him.

    Thanks,

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

     

    Customer Answer

    Date: 02/10/2025

     
    Complaint: 22913391

    I am rejecting this response because: This hasn't been resolved yet, I am working with the company via email. Thanks.

    Sincerely,

    **** ******

    Business Response

    Date: 02/11/2025

    Address has been provided to Mr ****** to send his 11 9120B alarms to for proper disposal/recycling.

     

    Customer Answer

    Date: 02/13/2025

     
    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

    Date:02/01/2025

    Type:Order Issues
    Status:
    Resolved
    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 bought the first alert waterproof fire safe 2011F to 2037WF model. They were no keys inside the box. I am requesting to either replace it or send me the keys for the The safe.

    Business Response

    Date: 02/03/2025

    Hello,

    I do not find any kind of contact from Mr ******** in our system, and I reached out to the company that we have transitioned our safe business and support over to last year, Guarda. They do not show any contact from Mr ***************** have provided Mr ********** contact information to ******, they will be reaching out to him. They will be able to assist with his request for keys. They will be requesting the key number that is needed, and he didn't include that in his complaint.

    For Mr ********** reference- here is Guarda's information:

    website: *******************************

    ************ Monday-Friday: 8am to 4:30pm CST

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

    Sincerely,

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

    Consumer Support Mgr.

     

  • Initial Complaint

    Date:12/03/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 was informed on 12/3/24 that their 10-year warranty is not applicable to my smoke/CO2 detectors because I am not the original homeowner, I don't have the original receipts, and I don't provide monthly maintenance on my detectors. Their website mentions nothing of these requirements other than to reference the manual (which I don't have) or to contact their office. I felt blindsided and attacked because I did not know all of the ins and out of this warranty.Two of my detectors stopped working within the same week in November/December 2024. I also replaced one of my detectors months ago, so this is becoming a regular event in my household. I find it suspicious that First Alert has a 10-year warranty that they do not honor, and their detectors stop working around the 8- to 9-year ***** What's the point of a warranty when First Alert has so much fine print that negates the warranty? I get it, they don't want to provide replacements, so they find ways to void their warranty.

    Business Response

    Date: 12/18/2024

    The warranty on our products is for the original purchaser- it is not transferrable to new home owner.

    All of this is spelled out in the Limited Warranty in the manual. The manuals are available at our websites: ****************************** or ******************************.

    The seller of the home should have left the manuals for the alarms in the home.  I have attached it to this correspondence.

    As a courtesy, I have placed an order for an alarm- it will be for the new UL217 8th edition alarm. SMICO100-AC will be the new model #.

     

     

    Customer Answer

    Date: 12/18/2024

     
    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

    Date:09/13/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Purchased from ****** in 5/2016.Packaging shows "10 years of battery" life. And only last 8 years. Called ***************** was told "10 years of battery life, but the unit should be replace every 5 years".

    Business Response

    Date: 09/13/2024

    Hello,

    I wish to apologize on behalf of First Alert for the way ************* call to our Support Team was handled.

    ********* is correct, the warranty on the CO1210 is 10yrs, from the date of purchase. Since the alarm was purchased in May 2016- the warranty would expire May 2026.

    I will place an order for the current 10yr lithium Carbon Monoxide Alarm, which is the CO710. You should receive the warranty replacement in 7-10 business days.

    The new CO710 will take over the remaining warranty from the original purchase of the CO1210, it will be covered until May 2026. 

    We will review the call with our Support Team member and ensure they understand the warranty period for the CO1210.

    We do stand our products and their warranty, and apologize for your experience with us.

    Thanks,

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

    Consumer Support Mgr.

  • Initial Complaint

    Date:07/03/2024

    Type:Product Issues
    Status:
    Resolved
    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 have a defective smoke/CO2 alarm under warranty.First Alert wants to mail me a new one takes up tp 10 business days.First Alert will not let me go to the store and refund me so I can get one today.Phone calls go to ****** and you cannot talk to anyone in the **************** could have a house and family burn due to trying to save a buck on freight.Overnight me a new one or refund me my money!

    Business Response

    Date: 07/03/2024

    Hello,

    The warranty order will be shipping from our ElPaso TX distribution center today.

    I have requested for it to arrive on Friday, July 5th, as a courtesy for our customer.

    Thank you,

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

    Consumer Support Mgr

  • Initial Complaint

    Date:03/16/2024

    Type:Product Issues
    Status:
    Answered
    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 November of 2023 I purchased 9 Onelink Hardwired smoke and CO detectors for a total of approximately $1000 from the First Alert Amazon store (sold by First Alert). I had 2 with dead batteries on delivery so I returned them to purchase replacements. Of the replacements I received in early December 2023, 1 had a dead battery on arrival. I called first alert support to troubleshoot the issue as I was concerned about the defective rate. First alert ignored the first case I opened. In January 2024 I called to get a response and a new case was opened. I was informed that the units are in fact discontinued and cannot be replaced. I was offered a $35 replacement or a refund. I opted for the refund and provided the requested documentation. I was informed it would take 8-12 weeks to receive my refund. At this point it was also too late to initiate a refund with Amazon due to the returns limitations on smoke detectors. In March 2024, after 8 weeks, I called to check the status and was informed my refund had not been sent for processing. I demanded immediate action and a call back. On the call back I was informed that I would not receive the full value of my purchase due to using account credits - actual cash value shown on the invoice - to partially pay for the unit. Now first alert has ceased all communication and is refusing any support or replacement for the single unit. I have 8 more of these completely unsupported and unreplaceable units that were supposed to have a multi-year warranty.

    Business Response

    Date: 03/19/2024

    Hello,

    We apologize for the delay in settling this with ***************.

    We had tried to contact him via phone a few times and also sent emails.

    We do stand behind out warranty and have submitted a check request for a refund of $116.95. It usually takes 2-3 weeks to be sent.

    The check will come in an envelope from First Alert parent company Ademco.

    *************** has been contacted by a team member that handles the ONELINK product line.

    Best,

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

    Consumer Support Mgr.

    Customer Answer

    Date: 03/26/2024

     
    Complaint: 21443333

    I am rejecting this response because: I have not received my refund, this matter is not resolved.

    Sincerely,

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

    Business Response

    Date: 03/26/2024

    A check request was submitted in *************************** name. It will be coming from Ademco.

    Please allow up to 3 weeks for the check to arrive.

    Customer Answer

    Date: 03/26/2024

     
    Complaint: 21443333

    I am rejecting this response because: I was promised a refund check back in January and it was never issued without ever providing a reason or contact - the entire reason for opening this complaint - so until I do receive and am able to successfully deposit the check, this issue is not resolved. 

    Sincerely,

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

  • Initial Complaint

    Date:02/07/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 had purchased approximately 8 First Alert smoke/carbon monoxide alarms for my house approximately a year ago which are connected to my Ring alarm system. On 1/9/24, we had a fire issue where the entire house was covered in thick black smoke and not one of the alarms detected smoke. Luckily we were awake and present and able to get the fire department to assist us. Even the firefighters were shocked that your products failed to detect any smoke. This should never have happened. Consumers such as ourselves depend on your company and trust you to make defective-free products. We could have lost our lives. This was a very scary and stressful event which these alarms not working creating more fear.

    Business Response

    Date: 03/06/2024

    Please see the attached document.

    Customer Answer

    Date: 03/08/2024

     
    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,

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

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