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:12/16/2024

  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.

  Six to seven years ago I bought a product called One link model #*******. It is a smoke detecter, carbon monoxide alarm and a speaker with ******** ****** As this unit was in my hallway and not used often it is in pristine condition, like new. Recently I called to get support of connecting it back to my wifi only to learn they are no longer selling these items, which is fine. However, this company has done something where those that still have the units can not use them any longer even for a speaker. The person I spoke with basically said I will just have to find something else to replace it and there is nothing they can do to help me get it back connected to my wifi. ***** on this company. I don't care how long ago I purchased it, I still spent my hard earned money on this unit and I should still be able to use it. The item is still good and it is unfair that they have made it unusable. They failed to send out notices to those that bought the units. They should be responsible for providing a replacement of some sort. What happened to customer service. Now you can spend your money on something and even keep it nice but these companies now will do things behind the scenes to make them not work to force you to spend money. This is not right. If I had done something to the unit for it not to work then that would be on me but I did not so this is on them. It should not matter that there is no longer a warranty because there is nothing wrong with the unit except for the issue that the company has created so they should be responsible for providing a replacement.

  

  Business Response

  Date: 12/17/2024

  Hi ****** thanks for contacting us and we are sorry about your issue! Although we sell First Alert products we are not the manufacturer. I searched our customer records for your name and email address and I do not see that we ever sold you this device off one of our websites. First Alert / Resideo is the manufacturer and they can be reached for support at ************. This product was sold with a 3 year warranty so if the product is still within that time window from purchase they should be able to assist. Thank you!

• Initial Complaint

  Date:09/08/2024

  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.

  This company should be investigated and reprimanded for deceptive business practices.I recently contacted customer service regarding an incorrect web description after ordering smoke detectors. ******** informed me that I would be responsible for shipping both ways, which I told her is unfair. After this, she ghosted me and sent an automatic reply that she would be gone for a week. My subsequent emails were ignored even after she returned. She also initiated the return process without my confirmation and said I had ten days to return. Given I would have to cover shipping costs both ways and was leaving town, I was forced to install the alarms.The very next day after installation, the detectors (tenants unit) triggered during cooking. The silence button does not work, and also chirp despite using fresh batteries. My tenants are very upset, and I have been unable to resolve the issue after repeatedly inspecting them myself.I sent another message and ****** denounced the website claims (but i have a picture). She then stated that the alarms are supposed to be sensitive to cooking and that the silence button should not work when pressed. This of course is absurd and the fact is that the alarms being replaced were also theirs and did NOT have these issues. Then, she stopped responding. It has been weeks and problems continue. I even got more units to replace but this didn't help.This company has violated fair business practices on various levels, and reports from other customers suggests these events are not a one-off encounter. I suppose they think it's appropriate to keep money while the products don't work as intended and aren't even being used a result. But I supposed a mere exchange or refund is too much to ask for (or perhaps even they don't want their own products back) and that ignoring customers is company policy. This behavior is quite disturbing and it is clear that *** is a threat to public safety, especially due to the nature of their business.

  

  Business Response

  Date: 09/23/2024

  Hello Jonathan  - Sorry for your frustration!  I did take a look at your order and I can see that you placed it yourself online on 8-19-24. I did not see that you you consulted any of our call center representatives prior to placing the order. The 5304 model smoke alarm as stated on our website is a hardwired ionization sensor alarm with a battery backup and the lowest cost alarm we sell. There are more advanced alarms at higher price points that are designed to supress false alarms from cooking smoke and shower steam but not this model. We are happy to refund your purchase in full once returned to us. It looks like you have an open RMA in our system now and I will code it for a full refund once the merchandise arrives. Thank you!

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22258364
  
  I am rejecting this response because:

  Business tries to delay response and doesnt address any of the concerns in the complaint. Highly disturbing. Why would I contact the call center prior to placing an order? Their homepage says their alarms meet the 8th gen standard. 
  

  Facts which still havent been addressed:

  - alarm hush buttons do not work at all 
  - alarms over sensitive to cooking (other ionization alarms dont do this)
  - they want me to pay for shipping both ways despite these issues

  They dont consider or respect the public, they dont care how much of a problem theyve caused and instead try to play games to get the case closed.

  Sincerely,
  
  ******** ***

  

  Business Response

  Date: 09/24/2024

  Hi ******** - Thanks for your response. Here are the answers to your three questions:

  1. If the alarm mute button is not working, it could be the unit is defective or the interconnection wiring is faulty. Either way we are giving you a full refund with your return.

  2. Alarm you purchased is an ionization alarm - this type of alarm is know for going off due to shower steam and cooking smoke. Best to use a photoelectric alarm or one of our new Sensing Plus alarms in areas where this is a concern.

  3. We will refund your shipping so don't worry about that.

  The alarms advertised on our homepage are the Sensing Plus alarms. If you click the picture on the site you will go directly to that category. The **************************************************************************** this category.
  

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22258364
  
  I am rejecting this response because:

  Your homepage states that your alarms meet 8th gen standards. It does not specify this is only for new alarms nor provide any disclaimer. Youre trying very hard to misrepresent this fact. The new sensing plus alarms is a completely different aspect of the page, and is part of a slider that includes a floodlight (unless you are purporting that the floodlight has 8th gen technology too?). 
  

  You will refund me for shipping. What about return shipping? 
  

  Regardless I am unsatisfied due to the misrepresentation, negligence and way this case was handled. 

  Sincerely,
  
  ******** ***

• Initial Complaint

  Date:05/14/2024

  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.

  Honeywell InSight HEPA Air Purifier for extra-large rooms Need replacement

  

  Business Response

  Date: 05/14/2024

  Hello ***** - We operate the online retail store HoneywellStore.com and in searching our database for your email and address, we are not finding that we sold you this Honeywell Air Purifier. In your remarks I did not see any mention of a specific problem with the unit however if you are having issues and it is within 30 days from purchase, please contact the retailer you purchased from. Outside of 30 days, please contact the manufacturer warranty support line at ************. Hope this helps - Thank you!
  

• Initial Complaint

  Date:08/14/2022

  Type:Delivery 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.

  On August 4, 2022, I ordered from the Honeywell Store online Order no. ******, 2 packages of the **** R replacements filters for my air purifiers.On August 6, 2022, I checked the Fed Ex tracking number, ************, which indicated the package was delivered. It WAS NOT delivered to my address. I have cameras outside my home and no one made a delivery on August 6, 2022, at 9:18 am. I called ***** and spoke with a representative to make this complaint and was told they would follow up on this incident.On August 8, 2022, I contacted ********* and spoke with a customer service representative and told them that I never received the package that it was not delivered to my address.On August 10, 2022, I called my credit card company, ***************** since my credit card was charged $191.16 for the purchase. I explained the situation and disputed the charge.On August 12, 2022, I received an email from **************** indicating that they rebilled my account since ********* indicated the package was delivered.On August 12, 2022, I called ***** again and asked the status of my complaint that I never received this package. I was told that ********* did not contact them to file a claim for a missing package. This is totally unacceptable; I should not be charged and required to pay $191.16 for merchandise I did not receive.

  

  Business Response

  Date: 08/25/2022

  Thank you for reaching out to us and we are sorry for this delivery issue. In reviewing your order, our notes and the delivery location. I can see on the tracking result that the main front door to your home is right on a sidewalk (attached). In looking at the tracking (attached) that ***** left they say that the package was left at a side door. Perhaps this is where you normally receive deliveries? Either way, when you contacted us on 8-8-22 and said that the package was not delivered we immediately reached out to ***** to file a claim for non-delivery.  We received confirmation from ***** that they were working on re-verifying delivery on 8-18-22 however that it may take them up to 21 days to have the results. At this time we are still awaiting their determination. We will reach out to you as soon as we hear back and we are sorry for the wait.

  Customer Answer

  Date: 08/28/2022

   
  Complaint: 17714477
  
  I am rejecting this response because:  The delivery tracking from ***** indicates that the package was delivered on 8/6/2022 which I never received.  As indicated, no one rang the doorbell or left a package at my property.   It is now more than 3 weeks later (22 days) and I still have not received a response from Honeywell.   When I contacted Honeywell on 8/8/22 and again on 8/12/22, I was advised by a customer representative, ********, that it would take them up to 21 days to receive a response from *****.  To date, I have not received a response from Honeywell.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/05/2022

  Hi *************; - as of 8-31-22 we received a response from our ***** claim which was denied. ***** researched the delivery and advised us that the delivery was completed to your ship to address. I am sorry for this and would be happy to re-ship the product to an alternative address so as not to chance the same outcome. Can you advise of another address to ship to? 

  Customer Answer

  Date: 09/06/2022

   
  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.  I have had deliveries to my address for years and never had a problem with missing packages.  Fed Ex did not deliver this to my address.  As indicated, I have cameras outside my home and no delivery was made to my address on the day and time indicated.  

  Please deliver the merchandise to the following address:

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

  c/o ********************************* ****

  61-20  ***********

  Apt.D3C

  Ridgewood, **  11385
  
  Sincerely,
  
  ***************************