Complaints

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:09/04/2024

  Type:Product 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.

  Consumer purchased a safe, which was to be delivered with a programmed fob. The fob did not work. He has had two replacements. One never worked. The other only worked on mute and the fob didn't work either. The business has offered to send replacement parts, but he has a fine motor skills disability and will be unable to perform the repairs. He has video chatted with the customer service team to demonstrate the issue and they acknowledged the problem, however the headquarters will not make any accommodation to resolve the issue at this point.He would like the business to arrange to either pick up the safe via shipping label and return it in working order, or provide a full refund after taxes.[complaint taken verbally by BBB staff with consumer permission]

  Business Response

  Date: 09/05/2024

  
  ******************** purchased one RP1136 safe from us on Jan.15,2021.
  (Order NO. 111-6130323-0506632 This order comes with a one-year warranty.)
  *********** contacted us so many times after receiving the product for more than three years until today. Every time our after-sales team is trying to help him as much as possible.
  
  *********** emailed us on Jan.26,2021 to tell us that he was having difficulty programming part of the safe and was looking for help by phone.
  28/01/2021 to 13/02/2021, we shipped two key Fobs and a brand new replacement to ***********. Tacking NO.: **********************
  *********** called us again from 18/08/2021 to 30/08/2021 asking for another more replacement.
  2021-09-01 We have shipped the second brand-new per-programmed replacement for ******************** as his request. Tracking NO.: 1Z114VE80317318529
  Feb.20,2023 which is two years after *********** bought the product. He asked us to send him two replacement key and 2 more new products to his new address. We don't think it's a reasonable request that meets the terms of the warranty. We refused.
  2023-03-17Mr ********************* us tell us wanted to return these safes. We told him that the one-year warranty had expired.
  2024-08-06~2024-08-30 called again. *********** knew that the original order was expired the warranty, but he still wanted to return the safe to us, and asked us to repair it and ship it back to him.
  In the video call with Mr ****, our colleagues can see that he can program the products. Since more than three years have passed, we cannot tell from the video whether it was due to human damage.
  As a brand seller we still want to do our best to help our customers, even it's already past the warranty period. We offered *********** 2 solutions, he can return the products to us and we will help him repair and pre-program, or we will provide him with the accessories so he can ask his friends to help him repair the product. After he received our solutions, he did not tell us which one he liked but only came to confirm the fees.
  

  Customer Answer

  Date: 09/16/2024

  Where they have talked about shipping out my brand new safe, they have shipped out a replacement safe. However, it didn't work. The fob was never programmed like they promised and when reaching out to them many times, continuously they were next to impossible to get a hold of over the years until recently where I was finally able to locate a new way of reaching them: another phone number where I could reach them at. 

  In regards to the viewing of the issues of the issue to the safe, I managed to do a video conference with the American based phone group for the company and I showed them specifically step by step here are the issues with the safe and they informed me that I still couldnt send back the safe. I informed them to reach out to management/supervisors because I had asked about managements location and speaking to management over the phone. They had stated management will not take phone calls. They are not based in the *************. They are based in *****. We have to communicate with them through email. We are sending your responses to them. I asked the phone **** in the ** to ask for a supervisor since we werent getting anywhere with the people in ***** and communicate with that supervisor. 

  After, they spoke to the supervisor about the issue with trying to send out a programmable piece, which I could not do due to a disability, and it is something they need to fix. It is not my responsibility to fix something that is not my doing, especially since I have been communicating with them on  the issue since day one. They have offered for the product to be returned, but they have not said who is responsible for payment for the return. And from what it sounded like after speaking with them for the last time, I would be responsible for shipment both ways. This would be A. impossible due to the fact that I would have no proof or trust that you would be shipping a working product back to me in working order and B. a way to pay them and physically pay for them to return the product. Also, no business in the ************* ever has the person pay for the return shipping. Sometimes they have them pay for the return shipment back to the facility but not back to the person. They dont make them pay for both ways. And to offer me an option that I cannot physically do due to a disability seems discriminatory by trying to send me the physical product to repair myself or to have someone else to help me, assuming that I have someone else to help me is discriminatory within itself and violates the Americans with Disability Act. This agency has violated this Act on multiple occasions and I have pointed it out to their phone staff on how they have done that. Their phone staff feels like they are getting no where with the people in ****** 

  
  

  I have offered to send back all of the safe and get a replacement and get a working functioning  product with working functioning fob. They havent worked since day one and the only time if I have tried to contact them is to try and get a hold of them via phone because I have a hard time communicating in writing and I have made that very clear to them. I gave them their options and I am hoping at this point they will be respectful and listen and follow the American with Disability Act. If I have communicated with them in writing it was to inform them at some point in that conversation that it is difficult in this method and I do need to communicate auditorily due to disability. [consumer rebuttal statement taken verbally by BBB staff with consumer permission]

  Business Response

  Date: 09/19/2024

  Please provide a ****** account for us to arrange a refund.

  Customer Answer

  Date: 10/01/2024

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

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

  
  

  Customer Answer

  Date: 10/01/2024

  ****** account information for refund:

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

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