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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a Sports Afield Gun Safe on 12-25-2022 from Academy Sports ******* , ** . Noticed a little over a month ago the top right corner has paint bubbling and large crack in *********** is in my home and is not exposed to any outside weather . I called saproducts and was told they would send me replacement touchup paint . I told the gentleman that there is no way that I was going to try to paint over a new safe that it would never look like new again. I was then told that is all they can do as they did not sell the safe to me and to go back on Academy sports for a replacement. Academy said it is the sole responsibility of saproducts to refund or replace my safe . as they are the distributer of the safe. SaProducts also states on their manual that came with my safe Lifetime Warranty on paint to original owner enclosed. My product was Registered around the same date .Business response
02/16/2024
Hello,
We never received this complaint electronically. We just received a letter from the BBB notifying us about the complaint. Can you please make sure our correct email address is on our account? Our company email address is *****************
I called **************** and I had to leave him a voice mail message. I will continue to reach out to him as we do want to provide assistance to him. I will continue to keep you updated.
Sincerely,*****
Director, CX
********************Initial Complaint
12/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased a safe with a manufacturer warranty/guarantee against smoke damage from fire. Confirmed the wording of their customer promises and how they market it.Contact with spots afield attempted 3 times by email and once by phone but have never even been acknowledged by the company. Contact with a legal representative suggested I file an official complaint before proceeding in any other capacityBusiness response
03/04/2024
Hello,
Our last communication with ******************** was on November 27, 2023. Back on November 27, 2023, we asked ******************** to please register his safe at saproducts.com/registration and then to send us photos of the damaged safe. At this point, we never heard back from ********************.
Upon receiving this BBB inquiry, we have emailed and tried calling ********************. When we tried calling ********************, we learned that his voicemail has not been setup so we are not able to leave a message. At this point, we still have not heard from ******************** via email and we are not able to reach him by phone. Since we are not able to connect with ********************, we are hoping he connects with us so we can assist.
Sincerely,
*****
Director, CX
SA Consumer Products
Customer response
03/12/2024
Complaint: 21052605
I am rejecting this response because: SA, What you claimed on your reply to the BBB it not the truth. I have the email reply from the 2ND CASE had had to open because you never responded to the first one either. The only email you ever sent prior to the one below, your only response was an auto generated reply to confirm my case. I also tried calling on 4 documented occasions and never received a reply until I filed. If you can show one email showing you are telling the truth I will drop my case. Safe is registered and the photos are attached. The first photo clearly demonstrates the fire was not in that area and stuffed animals on the safe are intact.
--------------- Original Message ---------------
From: Customer Service [************************************************************************]
Sent: 11/27/2023, 6:09 AM
To: *************************
Subject: Thank you for your inquiry
Good Morning,
I am very sorry to hear about this. The SA5940 only has a 40 minute fire rating at ***** degrees. If you are the original owner and this safe was bought at a dealer of ours then it would come with a warranty. If you are covered under warranty I can submit a replacement safe request. Please register the safe at saproducts.com/registration and reply to this email once it has been completed and send over photos of the safe and I can provide further assistance.
Best Regards,
Customer Service
********************** Inc.
************
--------------- Original Message ---------------
From: Platform Integration User [**********************]
Sent: 11/18/2023, 8:12 AM
To: *************************
Subject: SA Consumer Products - Case # ********: SA5940
Dear ***********************,
Thank you for submitting your question to us online. Case #********: "SA5940" has been created and an SA Consumer Products customer support team member will respond to you shortly.
Thank you,
SA Consumer Products Customer Support TeamSincerely,
********************;Business response
03/13/2024
Hi ********************.
We would like to assist you just like we wanted to assist you when you first contacted ** in November 2023. In order to begin the Safe Replacement Process we needed you to register the safe which is why we mentioned this in November 2023 - thank you for registering your safe this past Monday. We are sorry to hear you experienced a fire in your home but we do want to replace your safe as soon as possible. The next step in the process, now that your safe is registered, is to confirm the type of replacement safe and for you to review, sign and return, a Pre-Shipment Warranty document which we will email to you today.
Sincerely,
*****
Director, CX
SA Consumer Products
Customer response
03/17/2024
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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