ComplaintsforCannon Security Products, LLC

• Initial Complaint

  10/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We have been working with ************. / Cannon Safe since early September 2024 to get a replacement key for a new safe that was purchased at an Atwoods in ********. We have never opened the safe once we got it home. We have replaced the battery to the keypad as instructed, etc. The store locked the key in the safe and the keypad will not work properly or possibly has the wrong code. We can't verify either as we can't get in the safe. After assistance from our local ************** store manager, Cannon ordered a key Oct 3rd. I reached out via Chat on Oct 16th and was advised to check back or they would email by that Friday. They had high volume and were in the middle of delays was the reasoning for it not shipping within their normal 7-10 day window. A phone call was also received telling me Friday or Monday (at the latest) it would ship. I waited and was provided a tracking number with a destination to somewhere else. When I pointed out that tracking number was not for a package to ******** I was told to wait as **** *. reached out to shipping. I never heard back on the chat and it was ended. We received an email with a tracking number for a shipping label created on Oct ***************************** the "label created" stage with a promise that the key would be shipped no later than 10/25 by *** *. As of today If you have a "valid" tracking number then customer service advised it will provide you an update. It is lie upon lie with as evidenced with the complaints to you & the comment section of the post on their own ******** page. Their warranty program is fruitless as we have wasted nearly 60 days and have not resolved this issue. 10/30 -******* has called them and they advised it can take an additional week for the package to leave their facility as they ship out by the "pallet load". This does not line up with the promises stated by Cannon, ****, *** of shipping out on multiple promised dates and I have not faith it will ship then.

  Business response

  11/02/2024

  We sincerely apologize for the delay, it seems the latest order was delivered yesterday.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Cannon Safe advertises lifetime warranty. If someone gets into your Cannon well make it good. They will answer you once, but then they ignore you. My Cannon was destroyed by a break in in my home. And I they said they were sending me a replacement. I didnt get anything. Then they said the case was resolved

  Business response

  10/30/2024

  A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

  Customer response

  11/11/2024

   
  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,
  
  ***** *****

  Customer response

  11/11/2024

  Thank you very much for your assistance in this matter. I have received a replacement for the one that was destroyed in the break in. I just wanted to say thank you for your help. Have a great Day!!!!

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this safe new at ****************** I no longer have the receipt. I still have the owner manual. The ** keypad works sometimes and sometimes it doesn't. I have replaced the battery several times and I am still having the same issues. I removed the back panel and do not see what would cause this issue. I can include pictures. This is the only issue I have had with my safe.model number is TS6030serial number is ******

  Business response

  10/30/2024

  A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

  Customer response

  10/31/2024

   
  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

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The paint is peeling off. It started when I first bought it.

  Business response

  10/30/2024

  A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a Cannon Safe from ****** as new and the electronic lock has stopped working. The internal board has developed loose wires and corrosion. The battery is isolated away from the board, so the corrosion is not due to the battery, and the battery was replaced with a fresh one that did not resolve the problem.I have attempted to Contact Cannon Safe **** by phone daily (every weekday since my initial ticket was submitted) and no one ever answers the phone there. I submitted my initial ticket ID # ***** back on 10/07/2024 that has not even been viewed. I submitted a second ticket ID #***** back on 10/10/2024 that has not been viewed either. I can determine this by viewing the tickets on the account that I set up through Cannon Safe ****'s website (******************************************). I have also attached the original warranty paperwork that came with the safe in which it carries a "Limited Lifetime Warranty", that further specifies for "electronic locks" as follows: "Electronic locks carry a lifetime warranty for parts and five years for labor". I am just requesting a replacement electronic lock. I can easily install the unit myself as it is only a wire cable that unclips from the original (faulty one) and clips into a new (replacement one). Cannon has continued to be non-responsive and there is no option that I can see to contact them for a response within a reasonable time-frame for a warranty related issue.I would like Cannon Safe to contact me back and immediately resolve the issue by sending a correct replacement for the electronic lock on my safe that has failed as is covered specifically with the details under their warranty.I have attached a copy of the warranty document and copies of my service ticket requests that are still pending within their system.

  Business response

  10/30/2024

  A specialist has been assigned to contact the customer and follow up with this case via email to get resolved **** and ensure satisfaction. We will proceed with replacement parts, unfortunately, the labor coverage (5 years) is expired on this unit.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a defective electronic keypad on my safe. there is supposed to be a lifetime warranty on parts. I have attemped to call multiple times.I did talk to ******* ******** once. he requested pictures and serial number from my safe. those were sent to the cannon support email address. i have 5 service tickets at this point from each phone call and have never heard back from anyone ticket *****, *****, *****, *****, ***** i would like to be able to access my safe as soon as possible.

  Business response

  10/26/2024

  A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Cannon Gun Safe from Tractor supply. I went to check and noticed the front electronic keypad flashing yellow. I thought it was a dead battery and changed it out for another designated 9v. The safe continued to flash yellow and not accept any key input. I took the 9v out of the keypad and let it discharge for hours and then put the 9v back in, where I found the keypad to work but only for about 30-60min. I proceeded to reach out to Cannon Safes on their website and submitted an open ticket with the attached pictures. They claimed to have a *****hr response time. I did not hear from them and attempted to call the company number. It also logged this call in the ticket system and I was on hold for over 20 minutes with no answer or time frame response. They have still yet to contact me. After doing some digging I have found that they do not respond to anyone and apparently are not warrantying any of their products. At this time I will have to reach out to a locksmith to replace the keypad on my safe and will be looking for a turn style lock to avoid failure.

  Business response

  10/26/2024

  A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a safe late last year. It is a Cannon safe. The pin pad will not respond and just beeps. I have attempted several times to contact the Company. After being on a "call back" list several times....I.have received no contact. The safe needs fixed so I can access my valuables

  Business response

  10/26/2024

  A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this safe new from Boomgars, I brought the safe home. safe door doesnt open after arrival, contacted the company that makes them (Cannon) they said they would send out a lock ***** as agreed upon, it has been over a month now that the safe has sat in my living room, I can not return it now that it has been over 30 days, nor have I heard from cannon safe about the locksmith. It was agreed that I would have a locksmith come out and open it but yet to hear when the day is supposed to be now I can not return the safe to the original purchase place ( Boomgars) it is a $1499.99 + tax safe. I dont understand why they cannot send me a replacement or get back with me on the locksmith they are to pay for to open this safe I have never used. Im sure they would have taken care of their wholesaler. But now it is my hands and I have not heard too much. **************** has been good on response up until they said a locksmith was to come I have my original safe, that is a cannon that I love and have had no problems with that is why I bought a second safe that is a cannon. I have 4 children that I can not let get ahold of any firearms this is why I purchase safety equipment. If the safety equipment dont work then I am held liable, in turn I believe cannon safe should be liable as well, for not having a product that has not worked since day one! They have not stood by there warranty yet, I believe if sending me a replacement would be easier faster and safer they should do that. Life is priceless, life is irreplaceable, you dont get a second chance to do something right! I am beyond disappointed for a company I have always loved and stuck up for. This may be the last cannon safe I buy due to safety and irresponsibility on there part, all the money I have sitting in my living room I cant use, let alone the space it is taking up waiting on the word back from them for a locksmith for a product that is BRAND NEW!! I am giving them this chance to make this right!

  Business response

  10/18/2024

  We sincerely apologize for the inconvenience; this is not the experience we pursue to provide to our customers. We will investigate this odd situation, meanwhile, we have assigned someone to contact you and provide the latest update on your case. Here at Cannon Security Products, we strive for continual improvement of our products and services. We appreciate your feedback.

  Customer response

  10/30/2024

   
  Complaint: 22404202
  
  I am rejecting this response because:
  I do not live in *********** where you have sent replacement parts and or a lock ***** I live in ********** ****** so this will never help me that is a 14 hour drive they will never drive that far!!!!! I live in a small town it has been 2 months, tracking number 1ZA836D30372506839 by ***** was delivered on October 23, 2024 still no word from lock *****, I again agreed upon a locksmith or a new safe but neither has reached out to me, I have a $1500+ tax safe sitting in my living room being a 600lb paper weight, I have 4 kids, a cannon 42 gun safe full, and now guns sitting in my closet because I cannot get into my 72 gun safe, I am thinking I wasted my hard earned money on a product I was willing to stand by because of dependability and customer service, I have never had a problem with cannon sages they have always been good but now I have a problem and they are slow and dont care, I guess they only care to sell there products one time then whatever to the customer, I hope they stand by their warranty because I am one the is life time or never again and I will tell everyone else never again! I have stuck up for them for six years recommending to anyone and every one but if they dont do what is agreed ( locksmith or replacement) I will tell everyone that they are a waste of time and money to buy a better product with better customer service.
  Sincerely,
  
  ***** *****

  Business response

  11/02/2024

  We sincerely apologize for the confusion, it was an agent mistake, entering the wrong tracking information. It seems the parts got delivered already. It is now up to the locksmith and his agenda to contact the customer and setup an appointment to get the safe repaired. 

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a large standing Safe through the a retailer I was suppose to have 2 keys but never received them been trying for years and again the last 2-3 weeks. I sent all they requested as well as my contact information but no response no one answers there phone or emails?! I just want the 2 keys granted with the purchase. As I am locked out of my safe now do to low battery.

  Business response

  10/16/2024

  We apologize for the delay, we have submitted the replacement order for keys, the order is scheduled to ship next week, in the meantime, here is the tracking #************ via ******

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