Complaints

This profile includes complaints for Cannon Security Products, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cannon Security Products, LLC

  2895 W Capovilla Ave Ste 140 Las Vegas, NV 89119-4336

  
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  Cannon Security Products, LLC

  820 Wigwam Pkwy STE 130 Henderson, NV 89014-6772

  

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.

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We purchased a Cannon safe in December of 2021 from ******* in *******, Texas. Upon opening the safe it was inoperable. We followed the instructions in the box and registered the faulty safe with Cannon. We went through months of run around. They asked for the same photos and information over and over again. We provided every photo, video, and piece of information they requested. They would close the request and make us re-open it and still provide no solution. After months of no help they scheduled a replacement in May. They delivered a safe that retails for about $500 less than the safe we purchased. We declined delivery and they have again put us back into their customer service portal with no solution. After requesting a manager call for over 7 months I received one after the wrong safe was delivered. We were told they no longer manufactured the safe we purchased, but they would replace it under a different name and had expedited the process to replace it with a safe of the correct size and value. We have gone another month with no update, tracking number or timeline. We have asked for a refund for their defective safe in writing and via phone. They do not honor their warranty. They will not replace or refund our defective safe. We have been dealing with them for 7 months with no solution. Supporting documents can be seen on the last complaint that was closed. They still have not done anything to make this right and it should not have been closed.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/12) */ We sincerely apologize for the inconvenience; this is not the experience we seek to offer to our customers. We will investigate this odd situation by reviewing your case, meanwhile, we would like to inform you that we have confirmed that the tracking number previously shared via email has already updates from the carrier and the ETA is 8/17. Here in Cannon Security Products, we strive for continual improvement of our products and services. We appreciate your feedback.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a "Total Defense 40-Gun Fire/Waterproof Safe with Electronic Lock and Door Storage" online through Home Depot on April 3, 2021 for $863.05 from (Alpha Guardian, Inc., ************** or Cannon Safes). I, since it arrived a month later, have been in constant email conversations with "Cannon Safes" regarding several issues I have with this safe. First of all a "Waterproof" sticker on the front of the safe was peeled off soon after it arrived and a large amount of paint came off with the sticker. Secondly, through even a small amount of force, the safe can be opened without placing in the code. I have reached my breaking point, this Safe is very heavy and instead of getting me a replacement they have sent a replacement locking mechanism, which soon after it was installed it began allowing the safe to be opened without a code again. I was sent a poor "Touch Up" paint bottle which did not even match the multi-toned façade of the safe. I am beyond frustrated and am scared for my children because as they get older they are getting much more curious. My last contact with this company was with Romeo B******* on 6/27/2022 with Cannon Security Products, LLC. He said this Complaint would be taken to a higher level and something would be done, that was over a month ago. Please, I need help, not only have they given me the run-around through different companies and different individuals, selling shoddy equipment and not standing behind it, In Fact, they are selling their products under false pretenses, a safe that can open without a code is certainly not a "Safe" but more like a "Child's Safety Hazard" or "Robber's Dream"!!!

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/12) */ We sincerely apologize for the inconvenience. A supervisor has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 tried numerous times to get in contact with this company I just bought a new safe from ************** and it does not unlock with the key pad it has a lifetime warranty but I just purchased this and they need to fix the problem also the sicker they put on with the Serial number you can't even read it

  Business Response

  Date: 08/28/2022

  Business Response /* (1000, 5, 2022/08/02) */ We found your original request, we sincerely apologize for the delayed response. A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction. Consumer Response /* (2000, 7, 2022/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have contacted me

• Initial Complaint

  Date:07/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 received a Stack on safe with a door that did not close properly, I contacted to company in November of 2021 about the issue. They said it was covered under warranty and would replace the safe on 11/9/2021 order #*********** in 4-8 weeks. The first issues I had was the carrier they used would not come to my home to pick up the safe. Next the safe arrived 2/1/2022, 12 weeks later damaged, the box was destroyed and had damage on the corner. I could not accept delivery. On 2/21/2022 they finally returned my emails and offered to send another safe. They still could not get any carrier to pick up my damaged safe so now I was stuck with getting rid of that myself. Then on 3/1/2022 the order was placed for the replacement safe to ship in another 4-8 weeks order #***********. Now over 17 weeks later I still have not received my safe! I have made repeated attempts to get answers by email and phone without any results. The last person I was in contact with was Armando B****. It has been a very frustrating experience, if there is anything you can do to help resolve this issue I would appreciate it.

  Business Response

  Date: 08/28/2022

  Business Response /* (1000, 5, 2022/07/18) */ We sincerely apologize for the inconvenience, we were out of stock with the safe model you got offered, however, it seems the replacement has been delivered. We appreciate your patience. Here in Cannon Security Products, we strive for continual improvement of our products and services. Consumer Response /* (2000, 7, 2022/07/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I'm very unhappy with the customer service, I had to wait 8 months for a warranty replacement, I'm glad I finally received my new safe a few days ago.

• Initial Complaint

  Date:06/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  No updates or call back from company due to new safe that is not working and cannot lock up firearms which is why I bought safe to make sure they where under lock and key This is big issue safe is defective !!!!!!! And I was told a lock smith would call and they have not . Not a happy customer at all Safety issue !!!!!!!!!!!

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/06/21) */ We sincerely apologize for the inconvenience; we had difficulties finding a locksmith in your area to repair the unit. We have sent you more details related to your repair service via email, thanks. Consumer Response /* (2000, 7, 2022/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Locksmith showed up and repaired

• Initial Complaint

  Date:06/09/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Bought a cannon gun safe in August 2021. Handle to the safe broke in February 2022, contacted customer support to initiate warranty work. Got the run around for a few weeks from them telling me that the Vendor I got the safe from, ******* ****** ******** is responsible for repairs. Finally they said they would do the repairs, then after a couple weeks it turned into a whole safe replacement. I was then told they will not cover any expenses to get into the broken safe, that they would only do a replacement and upgraded the safe to compensate me for having to access my own safe. To reach this agreement took two months. In April the replacement safe was ordered and I was told 4-6 weeks delivery which would put me receiving it at the end of May. Asked for updates during that time and was told they had no information, end of the 6 weeks came on May 26 and nothing. Called to ask about it and was told they would check the warehouse to see if that model was even in stock and if not a expedited one would be ordered thru ****** and I would hear back by the end of the day. Never heard back, called on Monday June 6 to talk to a supervisor and was told they have to put in a request and I would hear back within 24-48 hours, still haven't heard back. Tried calling today June 9th at 11:37am EST and the automated message said they are closed and that the hours of operation are weekdays from 6am-4pm PST. At the time I called it would've been 8:47am. Very frustrated and I just want my replacement safe that was agreed up in email.

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/06/21) */ We sincerely apologize for the inconvenience; this is not the experience we seek to offer to our customers. We have confirmed with our Logistics Team that the safe is shipping this week, once a tracking number is available, we will provide it via email. Consumer Response /* (2000, 7, 2022/06/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) It took 4 months of getting to this point, two of it was Cannon trying to to take responsibility until they finally did, then telling me I had to gain access to my broken safe on my own time and money and dispose of it myself too. Then no communication about the replacement until I filed several complaints and yelled at a supervisor to finally find out the reason I didn't get the safe when I was supposed to was because the safe was being built from the ground up, which I was never told. I finally after 4 months of trying to get answers and figure out what's going on I got a tracking number and a date in which I should receive the new safe. Overall this experience has been horrible to say the least and I hope I don't have any issues with this new one.

• Initial Complaint

  Date:05/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a safe from ************** Company in December. Upon arrival the safe had several blemishes on the exterior. ************** Company immediately sent a new safe. We recently finished our renovation and began to unpack the new safe to put it in its location. Upon unboxing the safe, we were not able to open the safe as the bottom locking mechanism would not release. This product has a lifetime warranty with Cannon. Upon registering the safe and filing a claim on May 1, 2022, I waited until May 5 at 9:55 AM to receive a response. At that time they requested additional safe information like proof of purchase, serial number, a picture of the keypad and the mailing address. I responded with the requested information on May 5 at 11:32 AM. I again waited for a response that didn't come until May 9 at 3:29 PM requesting me to provide a short video of the problem I was experiencing. I provided that video on May 10 at 9:29 AM. On May 10 at 2:08 PM I received the following response, "I will review with our locksmith department to see what we can do. In the mean time please reply to the questions below so we have a complete picture on how to address. Is there working space (especially left side of the safe): Is the safe bolted to the ground: Is the safe empty or occupied: Do you understand and agree that the safe will be drilled open and repair: Do you understand and agree that the locksmith time frame will be 15 to 20 business days once you receive Locksmith assign information:" I replied to let them know this safe has never been opened. It literally just came out of the box nonfunctioning. I'm not pleased with it being drilled and repaired when it was never used. With the lifetime warranty on the safe, I would expect a working replacement safe. I am now again, awaiting response.

  Business Response

  Date: 08/20/2022

  Business Response /* (1000, 5, 2022/05/16) */ 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.