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Business Profile

Safes

Mesa Safe Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Safes.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 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:11/20/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 lock-set replacement for an existing unit that failed. Company stated the parts will fit - but they did NOT. additionally, the company stated that i can return the unit if not used.I have tried for a month to get a Return Goods Authorization, but the company ignores calls, emails, and repeated attempts have gone unanswered.

  • Initial Complaint

    Date:05/17/2023

    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.
    My safe no longer opens. Nothing happens when I enter the numbers on the keypad and I have tried 4 new batteries. I have left 7 voicemail messages and no one has returned my call. I need to get my safe open

    Business Response

    Date: 06/26/2023

    Hello BBB,

    Regarding Complaint ID: ********.

    We have spoken to the customer and they purchased an override key to get their safe open.

    I logged into your website but I could not respond to this complaint as it was locked.

    Thank you,
    *********************

    Customer Answer

    Date: 06/27/2023

    It is true that I finally made contact with MESA safe and was able to order an override key. This took close to 8 weeks. My credit card was charged on Tuesday June 20 and I was given a **** tracking number. However, when trying to track the shipment, I receive the message "This number is not yet in our system" and an indication that the item has not been shipped. Once the key is shipped I will consider this resolved even though the customer service has been probably the worst I have ever experienced. I have attempted to call two different numbers approximately 20 times and unable to ever speak to someone. A person named ***************************** has responded to emails and she is the person who facilitated the charge to my credit card and provided the tracking number.

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

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

  • Initial Complaint

    Date:01/19/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 contacted Tech support to resolve the issue with my Mesa Safe not remembering the passcode. The technical rep said I need to replace the main board, I sent pictures to the Rep to endure I was getting the right part. Ordered the part on 12/14 for $22 and when I received it did not work with the current keypad on the safe. After multiple tries I got Tech support on the phone again and they suggested I order a new keypad and so paid $60 on 12/23 for a new Keypad. Once I received the new Keypad I was unable to install it because it uses a different connector than whats on my safe. I made multiple calls again and got someone to answer from Tech support again and send some more pictures of the cable and Keypad. Tech support informed me that my Keypad should have come with a cable (main wire) but didnt so they would send me the Main wire on 1/9. I have yet to receive the cable/main wire so I been calling and writing emails to Mesa Safe trying to reach someone to find out if the cable/main wire was sent but NO ONE is answering or responding for the past week. I already spent over $80 trying to fix my safe based on Mesa Safe's representative's solutions and want Mesa Safe to follow through on helping me fix my Mesa Safe.

Mesa Safe Company is NOT a BBB Accredited Business.

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