ComplaintsforKidde Safety

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Kidde Smoke detector with 10 year Lithium-ion battery on April 30, 2024. It was shipped from ****** on May 1, 2024. It was installed in our home mid to end of May. Since we are Senior Citizens (74 and 78) and we had to hire someone to install the unit onto the A frame peak of our little chalet home. The detector emitted no sound and was working fine until today when it began to beep, and beep and beep! It cost us $ ***** to have it installed onto our A-frame ceiling and will cost us another $ ***** to have someone take down the defective BEEPING unit and install a working, hopefully non-defective unit. The beeping is driving us crazy. It is also causing stress on our dogs. We need to leave our home and stay with someone until we have a replacement unit. These things should never occur. The company needs to TEST these batteries to insure they are stable and will work for the stated 10 YEAR period, or take them off the market! If it happened to us, it's going to happen to others!!! This is not OK!

  Business response

  10/02/2024

  
  
  It is with great concern we received your Better Business Bureau comlaint outlining the problem you had with our products  
  
  First and foremost, on behalf of Kidde, Inc., I would like to personally apologize for your inconvenience. The sensor that is in the i9010 series of alarms is very sensitive to the smallest piece of dirt, dust, debris or small insect if they get trapped inside it will cause the unit to go into alarm. If this occurs, we recommend try blowing along the sides of the alarm with a can of compressed air to stop the unit from going into nuisance alarming. If this does not resolve the issue we will, be happy to send you a warranty replacement. Kidde stands behind our product and per the terms of your warranty (see attached) we only offer repair or replacement of your alarms. Unfortunately, we would not be able to refund you the cost of installation

  We value our customers and ask you to please feel free to continue to provide feedback about our products and services. If you have any further questions or would like to discuss this matter further, please feel free to reply to this email or contact me at my personal number listed below We look forward to continuing serving you as a valued customer.
  

  
  Thank you for your invaluable support,
  
  ***** W. *****
  Product ************************* Manager
  
  Kidde/******* Signaling (A Carrier Company)
  ********************************************
  P: ************
  E: ********************************************
  

  
  

  Customer response

  10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I would like a replacement to be sent.  I have tried to blow out the smoke detector as suggested by the company but it did not work.  I still have that HIGH chirping sound.  I have now permanently disabled the battery and will bring it to the appropriate facility for recycling.

  Sincerely,

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

   

• Initial Complaint

  09/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order three home carbon monoxide detectors from ****** on June 5, 2023. Paid $56.25 for the three units. August 13, 2024 discovered one was not working. Called Kidde for troubleshooting and they decided the unit was defective and would send a new one right out. Did not receive it and called again on 8-27-24. They told me about a problem in their system and one would be sent right out, if I did not receive it by 9-6-24 to call back. She also told me "life happens". Did not receive and called again on 9-7-24. Was told it had been shipped that very day 9-7-24 and if I did not receive in 12 business days, to call again. Called again on 9-27-24 as I still have not received replacement. **** told me he doesn't know why and he will give info to his supervisor. He did not know the address of the company but if I don't hear from someone by next week to call again. I told him I am done wasting my time calling and I was reporting this to be handled by the better business bureau. Would appreciate any help you can give me in obtaining a replacement for defective model #KN-COB-DP2. manufactured March 10, 2023. I think I have done my part with 5 phone calls in six weeks to have this resolved.

  Business response

  09/27/2024

  Thank you for contacting Kidde. We value our customers input and we appreciate that you have taken the time to share your inquiry. 
  Your replacement order has shipped from our distribution center. You can track you shipment with this ***** Ground tracking number 400081879170
  If you have any further questions or concerns, please reply to this email or feel free to contact Kidde Product Support (Mon-Fri 8am - 9pm EST and Saturday 9am-5pm EST) at **************, or visit the Kidde Support Help Center . We will be happy to further assist you.
  
  Thank you for being a valued Kidde customer!
  

• Initial Complaint

  09/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Horrible company false alarm triggered in the middle of sleep and my husband had a attack and major injury since he feels off the bed his femur got broken into pieces, He is struggling in the hospital while my family is devastated mentally and physically. Faulty smoke detector has been removed by the fire **** they reported its a false alarm

  Customer response

  09/25/2024

  Yes I would request refund and compensation for the hospitalization, the mental and physical trauma that me and my family is going through , My kid also suffering a lot of mental trauma and scared to sleep at night   

  Customer response

  09/26/2024

  Please process with requesting refund 

  Customer response

  10/04/2024

  Find my answers in line blue. 
  Do you still have the unit(s) in question? Yes 
  Model number of the unit in question - i12040A
  How many units of this particular model-5 has been installed in our home 
  Date of Manufacture of the unit in question:- March 13 , 2020 
  Have you received any medical billing statements. - yes claims  coming-every day since its a major surgery and hospitalization of 10 days 
    We could include this documentation for your Injury Claim.:-As you know its a ongoing process , If its required we can attach the statement till date
  The nuisance alarm you mentioned would need that unit returned to Kidde for testing and analysis. - If you send me the shipping label I can send the unit back to you
  Your Complete physical mailing address so that we can send your replacement alarms.- my whole family is still going through a lot of trauma and already this incident has messed up our life upside down .

   

  Medical statements are being sent as requested 

  Business response

  10/04/2024

  Per the email I sent earlier today

  Good Afternoon
  
  The information you provided will assist in submitting your claim. I cannot say if your claim will be approved or not.  
  
  Enclosed please find your prepaid *** return shipping label needed to mail in your unit(s). What you will need to do is attach the label to your package and drop it off to any *** drop box or store within the next 7 to 10 business days.
  When you are ready to send your package should look like this
  
  
  The tracking number for your package will be (1Z2072170396371221).If you have any questions or comments, please feel free to contact our *********************** at ************** between the hours of 8:00 am to 10:00 pm EST Monday through Friday and 9:00 am to 5:00 pm Saturday.
  
  Thank you for purchasing Kidde Safety products and letting us protect your home.
  Sincerely,
  ***** W. *****
  Product ************************* Manager

• Initial Complaint

  09/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I just had to spend over $300 to replace 4 of the kidde smoke and carbon hardwired detectors that were suppose to have a long warranty. Also the new kidde units are not compatible with the previous kidde wiring pieces. And my local ********** didnt have any adapters and none were included in the new kidde packages.

  Business response

  09/16/2024

  Good Morning ***
  
  It is with great concern we received your Better Business Bureau complaint outlining the problem you had with our products.  
  
  First and foremost, on behalf of Kidde, I would like to personally apologize for your inconvenience. I noticed that you have previously contacted Kidde Product Support in 2023 and received warranty replacements. Those replacements would still be under warranty and if you had reached out to Kidde, we would have been happy to send you warranty replacements again
  
  In regard to your new alarms that you purchase having different a wiring harness. These alarms were updated with new and improved safety features and the wiring harness was one of them.   Rest assured the wiring harness did meet ALL UL (Underwriters Labatory) specifications for the alarms.  We do have an adapter coming out that will soon be on the market also.
  
  Regarding your request for a refund.  In order for us to quickly resolve your concerns we will need some additional information.
  Do you still have the units in question?
  Model number of the unit in question
  How many units of this particular model
  Date of Manufacture of the unit in question
  You will need to send in the affected alarms that your replaced at your expense (Per the terms of the warranty) along with a copy of the proof of purchase for the replacement alarms
  You can send those to the following address Kidde ******************************************** *************************************************
  Upon receipt we will submit a refund request in on your behalf
  Please note that Refund Request typically ***********-8 weeks to process and then a check will be mailed to the address we have on file
  The address we have on file is   ***************** (*******) ***********************************************
  
  We value our customers and ask you to please feel free to continue to provide feedback about our services. If you have any further questions or would like to discuss this matter further, please feel free to contact me at my personal number listed below. We look forward to continuing serving you as a valued customer.
  
  Thank you for your invaluable support,
  
  ************************
  Product ************************* Manager
  
  Kidde/******* Signaling (A Carrier Company)
  ************************************************************
  P: ************
  E: ***********************

  Customer response

  09/16/2024

   I am rejecting this response because:
  
  I do not have time to wait for items to be shipped to you and then shipped back to me. That means my family and home is without fire protection and its not worth dying over!  I needed immediate replacements!  I provided the dated ********** receipt. 
  

  please send a refund check asap. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date was Feb 2022. Spoke with Kidde on Aug 26th and they said they were sending out a replacement because the smoke detector (model: KN-COPE-IC) stopped working. It was bad enough that I had to spend so much time on the phone with them back then to get this done. Worse is that I still haven't received the replacement model ($79) yet. As a consumer, as well as a longtime business journalist, I find it astonishing that a company as big and successful as Kidde (with its huge market share) expects customers to go without a detector for weeks while they count the days/weeks to receive a replacement. Utterly unacceptable. I want a refund and I'll buy it (or a different brand) at ********** tomorrow.

  Business response

  09/10/2024

  Thank you for contacting Kidde. We appreciate the time you've taken to share your inquiry.
  
  We apologize for the delay you are experiencing with your replacement order. Typically our distribution centers try to have all orders shipped within 7-10 business days of an order being placed.  However due to inventory constraints your estimated ship dates have been extended. We are working to fulfill your order as soon as possible.
  
  Once your order ships, you will receive a shipping confirmation notice in your email with your tracking information. I do hope this information was helpful.
  
  If you have any further questions or concerns please feel free to reply to this email or contact Product Support (Mon-Fri 8am - 10pm EST and Saturday 9am-5pm EST at **************,click here or visit the Kidde Help Center. We will be happy to further assist you.
  

  Customer response

  09/10/2024

   I am rejecting this response because it's unacceptable for safety reasons to expect customers not to have a working detector in place? Will Kidde take the responsibility and liability of that? Kidde should issue me a credit to buy it at **********. Period. Nobody would rationally think otherwise. Btw, I'm fine with this being released to news media.
  
  
  

  Business response

  09/11/2024

  If you would like a refund you will need to return the affected units back to Kidde at your expense per the terms of your warranty along with proof of purchase. upon receipt we will submit for your refund request. Typically refund request ***********-8 weeks and then a manual check will be sent to you.

  Another option for you is to purchase a replacement unit from ********** and then return the original units along with the proof of purchase and we would follow the same refund request process that is outlined above. 

  These are the only options outside of sending a replacement you to you at this time.  please let me which of the three options you would like to proceed with

  Option 1 - wait for the warranty replacement to be sent which should arrive within 7-10 business days

  Option 2 - Send in your original units and proof of purchase back to Kidde (at your expense) so we can submit a refund request. Refund request can take up to 6-8 weeks before a manual check is mailed to you.

  Option 3 - If you choose to purchase your own warranty replacements you can send in the original units along with proof of purchase of the replacement units and we will submit a refund/reimbursement request which can take up to 6-8 weeks before a manual check would be mailed to you.

   

  Customer response

  09/12/2024

   I am rejecting this response because: perhaps this is a proforma response by AI because I already received it previously. Clearly nobody read my prior response there or they don't give a hoot. I'm going to ********** to purchase it and I expect to be reimbursed for it by Kidde. When the replacement arrives someday my Kidde, I'll mail it back to them. Case closed, Kidde. I care about safety even if this company ironically does not.
  
  
  

• Initial Complaint

  07/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False alarms. Lack of response from manufacturer. Defective product.

  Business response

  07/29/2024

  It is with great concern we received your Better Business Bureau complaint outlining the problem you had with our products.
  
  First and foremost, on behalf of Kidde, Inc., I would like to personally apologize for your inconvenience. Thank you for bringing this matter to our attention.
  The fastestg way to resolve you concerns would be to contact the Kidde Product Support Center  (Mon-Fri 8:00am -9pm Eastern Time and Sat 9:00am-5:00pm Eastern Time) at **************,or visit the Kidde Support Website and select Send Us an Email. We will be happy to further assist you.
  
  
  
  Thank you for your invaluable support,

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased several of the wifi connected smoke alarms from Kidde less than 1 year ago. These alarms have given us a false alarm 4 times. 3 times on the middle of the night (woke up the entire family and of course, we all were panicking). The most recent time it was just my daughter home, so she called me and I raced home to yet again, another false alarm. If you look at reviews for this product, this is not the first time this has happened. I called customer service and I was told to blow them out with air once they are a year old. I want to replace these with just plan smoke alarms and I am requesting a refund, and truly hope no one else purchases this terrible product. Its amazing a class action lawsuit has not happened yet.

  Business response

  07/22/2024

  ******************
  
  It is with great concern that we received your email and subsequent Better Business Bureau complaint outlining the problem you had with our products/service. 
   
  First and foremost, on behalf of Kidde, Inc., I would like to personally apologize for your inconvenience. In response to your request for a refund in the amount of $389.85. Although the warranty of your units does not include a refund of the product as it only grants repair or replacement of affected units, I understand your situation and would like to offer a one-time alternative solution. This alternative solution requires the the following from you before we can proceed:
  
  1) You must send in the affected units to Kidde - ************************ Services - **********************************************************************; - (This will be at your expense and will not be refunded) 
  
  2) Send in a Copy of your proof of purchase (receipt) 
  
  Once received we will submit in your refund request. Typically once refund request are approved it usually ***********-8 weeks to process, provided all of the documentation is in order and/or correct. Then a manual check will be mailed to you at the address we have on file.
  
   
  We value our customers and ask you to please feel free to continue to provide feedback about our services. If you have any further questions or would like to discuss this matter further, please feel free to contact me at my personal number listed below.  We look forward to continuing serving you as a valued customer.
   
  Thank you for your invaluable support,

• Initial Complaint

  07/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I've purchased 6 Smoke/CO2 wifi hardwire units and had them installed in May. By the end of June I pulled them out. I had over 20 false alarms. All my units were named for the room they were in. They kept going off stating "Fire Unknown Location" I had the first false alarm in the first week and though it was a fluke but had another later on that day. I tried to contact Kidde Via phone but was on hold over 25 minutes. I sent them an E-Mail and message through messenger and never got a reply. This happened for 6 more weeks with the alarms going off at all hours of the day and night (Best was at 3 and 4 am). My kids were traumatized and stopped responding to the alarms all together. 8 weeks after the first reported incident Kidde decided to contact me to "Make things right" The offered to give me 2 free fire extinguishers. They would not send me new alarms because I had thrown my old ones away and company policy is I needed to return the defective one. But every alarm reported on my app is "Unknow Location" so how am I to know what one is giving me the issues. Best part about this experience is my home was destroyed by Hurricane ***. We were living in our camper. We moved out the camper into the house when we got 1/2 the house livable again. Not long after my camper caught fire and was totaled. We got the Wifi Alarms so We can call the ********* and get them to our home faster and minimize our losses if something was to happen. We had so many false alarms while we were out I got Wifi cameras in my home to see if it was a real alarm or fake. All alarms it alerted us to were false.They owe me 6 Wifi Smoke/CO2 Alarms that work. I only thew the old ones away after several attempts of contacting them and never getting a response on phone, e-mail, and messenger. They were the model P4010ACSCO-WF. They can look at their app and see all the trouble they gave me. The uploaded pic is an example of the alerts I was getting. I have many more if need.

  Business response

  07/10/2024

  Good Morning ******
  
  It was a pleasure speaking with you today although it was regarding an unfortunately experience you had with our products and service.  During our conversation we discussed the Warranty Claim Process for you Combination Some/CO alarms (P4010ACSCO-WF).Although the terms of your warranty (******************************************************************************************************)states that you would be required to send the affected units and the Proof of purchase to Kidde to Process your claim. I know via your Better Business Bureau complaint and ************ posting that you have already disposed of the affected alarms. We also discussed if you had the proof of purchase of the six affected units. Thank you for taking the time to search for that proof of purchase.
  
  You also shared with me that you have tried multiple times since May 2024 to speak to someone regarding this matter via email *************************************************** and *******************************)as well as calling our Toll-Free Product Support Number ***************). Since our conversation I have looked steadfastly for any emails that have been sent from ********************** I was able to locate one email from May 30, 2024. So, on behalf of Kidde, I would like to personally apologize for your inconvenience and delay in responding to your concern. Furthermore, I assure you we are taking the necessary steps to prevent something like this from happening in the future. Thank you for bringing this matter to our attention.
  
  With that being said because of the delay in our handling of your issue. I will be submitting an order for the 6 replacement units you requested. You should receive these units with 7-10 business days (approximately 2 weeks). We will be shipping the replacement alarms to the following address
  
  *******************************
  ******************************************************************************
  
  We value our customers and ask you to please feel free to continue to provide feedback about our products and services. If you have any further questions or would like to discuss this matter further, please feel free to contact me at my personal number listed below. We look forward to continuing serving you as a valued customer.
  
  Thank you for your invaluable support,
  
  ************************
  Product **************** Services Manager
  
  Kidde/******* Signaling (A Carrier Company)
  ************************************************************
  P: ************
  E: *********************************
  
  
  

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased 12 P4010DCS-W smoke alarms and one P4010ASSCO-W smoke alarm in October 2022 and have struggled mightily with them ever since. The problem: False alarms. I have called your help line repeatedly and done everything I was told to do, including spraying compressed air into the units and various resets, etc. But in the end, the false alarms continue, and continue, and continue. This has become a true safety hazard, as we have become far too desensitized to the alarms, which is very dangerous (the "boy cried wolf" syndrome); we cannot trust the alarms to give us accurate information about the hazards they are supposed to detect and warn us of. In addition, the alarming has interrupted far too many nights of sleep and created needless anxiety and worry.

  Customer response

  03/25/2024

  Please see photo 

  Customer response

  04/06/2024

  I have not heard from the business in response to my complaint.

  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Kidde Manufacturer sent 5 fire extinguishers to replace a defective fire extinguisher. Four of the five fire extinguishers were defective. ******* a manager promised to pick up the four defective fire extinguishers. After 60 hours of phone calls over many months, the company has yet to pick up the four defective fire extinguishers as promised. Attempts were made to recycle, landfill or drop all of the four defective fire extinguishes at a fire department, but none of those mentioned will take the fire extinguishers.

  Business response

  03/22/2024

  Our records indicate that you were sent a return shipping label via email from *************************** on January 30, 2024 at approximately 9:00 AM which included a return shipping label for your use.. 

  The contents of that email are listed below.  Please check your spam/junk folders as some email providers have automatic filters that *** distribute emails accordingly. If you are not able to locate this email please reply and we will be more than happy to send another return shipping label

  --------Forwarded Message --------
  Subject: Kidde: *** 1Z2072170393967441
  Date: Tue, 30 Jan 2024 09:00:42 -0500
  From: ***************************** <********************>
  To: ******************
  
  Hello *******,
  The label is for the two Fire Extinguishers in question. 
  Enclosed please find your prepaid *** label needed to mail in your units. What you will need to do is attach the label to your package and drop it off to any *** drop box or store within the next 7 to 10 business days.
  
   If you have any questions or comments, please feel free to contact our *********************** at ************** between the hours of 8:00 am to 8:00 pm EST Monday through Friday. Thank you for purchasing Kidde Safety products and letting us protect your home
  --
  ~In Kind Regards~
  *******************************
  Supervisor
  Kidde Fire Safety a ******** of ****************************

  Customer response

  03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  I was told that a label was being mailed.  No one ever mentioned an email.

  Customer response

  04/03/2024

   I am rejecting this response because:  

  Kidde provided a *** label to mail back the fire extinguishers. ******************* *** drop off in ******, ** refused the package claiming they are not permitted to accept hazardous waste. Upon calling *** and spending several hours on the phone. *** stated they do not accept fire extinguishers. Therefore, Kidde has not provided a solution to mailing me defective fire extinguishers which were clearing damaged when the company put them in the box and mailed them to me.

  
  

  Desired Resolution / Outcome

  Desired Resolution:	Other (requires explanation) select
  Desired Outcome:	Pick up the Damaged Defective Fire Extinguishers at my Home

  
  
  
  

  Business response

  04/03/2024

  
  This is the first time that *** has not accepted a delivery for shipment to Kidde. Nonetheless we will schedule a pick up for you. *** Will be picking up from the address you provided us
  
  Please find attached your prepaid *** return shipping label needed to mail in your unit(s). What you will need to do is attach the label and the attached Fire Extinguisher Diamond to your package and place outside of your residence for pick up on Thursday April 4, 2024 between the hours of 12:00 PM -5:00 PM Eastern time.

  
  The tracking number for your package will be (1Z2072170394288647). The reference number for your scheduled Pick up will be (29Q37FJLQC8). If you have any questions or comments, please feel free to contact our *********************** at ************** between the hours of 8:00 am to 10:00 pm EST Monday through Friday and 9:00 am to 5:00 pm Saturday.
  
  Thank you for purchasing Kidde Safety products and letting us protect your home.
  
  
  ************************
  Product **************** Services Manager

  
  

*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. ↩