Complaints

This profile includes complaints for Kidde Safety's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kidde Safety

  1016 Corporate Park Dr Mebane, NC 27302-8368

• 

  Kidde Safety

  1394 S. Third St. Mebane, NC 27302

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:06/05/2025

  Type:Sales and Advertising 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 bought this smoke detector model# 2OSA10 at ********** in *********** last year. I installed it, tested it and everything checked out fine. January of this year I had a false alarm that corrected itself. May of this year or last month I had another false alarm that I couldnt silence so I had to permanently disable it. Before that I took it down to a new environment hoping it would settle out but no luck. I wasnt able to remove the battery due to the type of smoke detector it is to try and reset it that way. Im not happy with this design and I wont buy another one. I would like a replacement but not this model. I sent an email to the company on June second havent heard anything back yet.

  Business Response

  Date: 06/09/2025

  It is with great concern we received your Better Business Bureau complaint outlining the problem you had with our products/service.
  
  First and foremost, on behalf of Kidde **************, I would like to personally apologize for your inconvenience. I have searched our system and we have no record of an email from the email listed in your complaint (**********************************).I will have one of our representatives contact you regarding your concerns listed in the BBB Complaint.  Thank you for bringing this matter to our attention.
  
  Thank you for your invaluable support,
  
  ***** W. *****
  Product ************************* Manager
  
  Kidde **************
  ********************************************

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:05/26/2025

  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.

  Several combination fire/CO2 alarms were purchased in November 2024. Recently, one started going off, without any CO2 or smoke/fire present (confirmed by both the fire department and gas company). I called the company about it using their warranty phone number and was disconnected before reaching help. I also emailed the company twice with no response. I need to know if it is defective, and if it is, how to get a replacement under warranty.

  Business Response

  Date: 05/29/2025

  We received your recent complaint submitted through the Better Business Bureau with sincere concern, and I want to thank you for bringing this matter to our attention.
  

  On behalf of Kidde **************, please accept my personal apology for any inconvenience you experienced. After reviewing our records, we were unable to locate any prior communication associated with the information provided in your complaint. Nevertheless, one of our specialists has proactively reached out to you via phone and email in an effort to address and resolve your concerns.
  

  At Kidde *************** we highly value our customers and are committed to continuous improvement. Your feedback is extremely important to us, and we encourage you to continue sharing your experiences so we can better serve you in the future.
  

  Thank you for your continued support and for giving us the opportunity to make this right. We look forward to serving you again.
  Warm regards,
  

  ***** W. *****
  ***************************************************start="1183" data-end="1186">Kidde ***********************start="1210" data-end="1213"> ************************************************************

• Initial Complaint

  Date:05/13/2025

  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.

  I emailed support through the Kidde site. Nothing happened. I then emailed again through an actual email address I found. Again, there was no response. It has been one month. Smoke detector Model 20SD10 failed in three weeks. Terrible product, terrible support.

  Business Response

  Date: 05/14/2025

  We received your recent complaint filed with the Better Business Bureau, and I want to express our sincere concern regarding the issue you experienced with our service.
  On behalf of Kidde **************, please accept my personal apology for the inconvenience this has caused. After a thorough review of our records, we were unable to locate any prior communication associated with the email address provided.
  

  At Kidde, we highly value our customers and are committed to resolving your concerns promptly. Our Product Support Team is available Monday through Friday, from 8:00 AM to 7:00 PM (ET). Please let us know a convenient time during these hours, and we will arrange for a representative to contact you directly. For immediate assistance, you may also reach our team at **************.
  We appreciate the opportunity to address your concerns and look forward to continuing to serve you.
  

  Sincerely,
  

  ***** W. *****
  ***************************************************start="1143" data-end="1146">Kidde **************
  ********************************************

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   See attachment. These are both of my failed attempts at contacting support.

• Initial Complaint

  Date:04/30/2025

  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.

  Alarm (Model 20SD10) will continue to go off for hours after smoke from cooking has cleared, will go off randomly in the night, and will outright fail around the 2 year **** despite their claim that the battery lasts for 10 years. I have had 3 all with a similar experience. These things arent cheap, and you cant even remove/replace the batteries so you just have to throw out the unit entirely which is incredibly wasteful. Ive even removed units from my living space because theyre so dysfunctional and disruptive, which is obviously a hazard. Its a matter of time before this carelessly (or exploitatively) designed product results in someone losing their life sheerly due to how annoying it is. I would love if they would issue a recall because I have no idea where theyre getting this 10 year claim from but its resulting in waste and consumer deception at the very least. Thank you!

  Business Response

  Date: 05/01/2025

  We acknowledge receipt of your recent Better Business Bureau complaint regarding one of our products, and we sincerely appreciate you bringing this matter to our attention.

  On behalf of Kidde **************, please accept our sincerest apologies for the inconvenience you experienced.

  The sensor in the Kidde Photoelectric series alarms is designed to detect fine particles such as smoke. However, it may also respond to other small particulatesincluding dust, dirt, debris, or even tiny insectsif they become trapped inside the unit. This can occasionally trigger a false alarm.
  If the issue occurs again, we recommend using a can of compressed air to gently blow around the sides of the alarm, which may help clear any obstructions and stop the alarm from sounding.
  

  Should this not resolve the issue, please contact Kidde Product Support at **************. Our representatives will be happy to assist you. As your unit is covered by a 10-year warranty, we would be glad to provide a warranty replacement if necessary.

• Initial Complaint

  Date:04/30/2025

  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, like many others, are very disappointed with Kidde smoke alarms and carbon monoxide detectors. After purchasing a new home we installed $400 worth of these detectors, which claim to have 10-year battery life. Over the past two years, three of them have failed and all of them have had intermittent issues. Since we purchased the interconnected network type, we accepted Kidde's replacements that were sent when we notified them of the failures. All three of the replaced detectors had the same issues. We decided enough was enough and removed them.The most common problem is the interconnected network functionality. The units lose connectivity with other units a mere 20 feet away, and will beep once every 60 seconds until the issue is resolved. This commonly happened at night and has happened with every unit (9 total units) on and off again. That level of failure is unacceptable.Other units have had battery issues, which is incredible given the promised 10 year period (not even 3 years have elapsed since manufacture).I contacted Kidde about this and asked for a final refund. I was sent instructions about how to get a refund, which are attached as a screenshot. Shortly after this I received a call from a manager telling me that there had been a mistake and Kidde's policy is to issue no refunds. I was offered replacements for all six remaining units. I said absolutely not and that it was time to get outside entities involved.Please do not purchase these products. The ones I have attached are the units that failed for us. All nine units malfunctioned less than two years from manufacture date.Kidde, if you are reading this, I want my money back.

  Business Response

  Date: 05/01/2025

  ***** *********
  
  It is with great concern we received your Better Business Bureau complaint outlining the problem you had with one our products.
  
  First and foremost, on behalf of Kidde **************, I would like to personally apologize for your inconvenience. While the terms of your products warranty only covers repair or replacement of the units, I understand your issue and concern about not having the peace of mind that these alarms are designed to provide.
  
  Therefore we (Kidde) are willing to offer a one-time exception to the warranty and submit a refund request. In order to process this refund request we will need the following
  We will need the alarms back that you are requesting a refund for. Please find attached a return shipping label to send the units back to Kidde.
  Please reply to this email with a copy of your proof of purchase (receipt) of the alarms for the refund. 
  Upon receipt of the alarms and proof of purchase we will then submit a refund request. Please note that typical refund request take 6-8 weeks to process and then a manual check will be mailed to the address on file.
  The address we have for you is as follows
  ***** *********
  ********************************************************
  
  
  ***** W. *****
  Product ************************* Manager
  
  Kidde **************
  ********************************************

• Initial Complaint

  Date:04/28/2025

  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.

  March of 2024 purchased 3 Kidde 10 year sealed batter smoke/carbon monoxide combo to protect our home.March 2025 one unit began to beep and a voice said Smoke detection error. I could not find anything online to help with this error. There is nothing on the Kidde site about voice errors. I wrote to them, included the information requested and threw the unit out. I received an email back saying they needed more information from the back of the unit.April 2026 a second unit did the same thing. This time I sent a picture of the back of the unit and a video of the error and requested a refund for a clearly faulty design.I was told they would replace them with the same units and that they dont do refunds. I do not want more of these faulty units as I have no faith they will protect my home and family. Plus, I got a sealed unit to avoid random beeping in the middle of the night. Since that is not the case, a replacement does not solve these issues.This unit should be recalled and refunds offered to those of us who have suffered sleepless nights because of them.

  Business Response

  Date: 04/29/2025

  ****** ******
  
  It is with great concern we received your Better Business Bureau complaint outlining the problem you had with one our products.
  
  First and foremost, on behalf of Kidde **************, I would like to personally apologize for your inconvenience. While the terms of your products warranty (Click Here) only covers repair or replacement of the units, I understand your issue and concern about not having the peace of mind that these alarms are designed to provide. Therefore we (Kidde) are willing to offer a one-time exception to the warranty and submit a refund request. In order to process this refund request we will need the following
  
  We will need the alarms back that you are requesting a refund for. Please find attached a return shipping label to send the units back to Kidde.
  Please reply to this email with a copy of your proof of purchase (receipt) of the alarms for the refund.  
  Upon receipt of the alarms and proof of purchase we will then sbmit a refund request. Please note that typical refund request take 6-8 weeks to process and then a manual check will be mailed to the address on file.
  The address we have for you is as follows
  ****** ******
  ******************************************************************************************
  
  
  ***** W. *****
  Product **************** Services Manager

  Business Response

  Date: 05/05/2025

  From: *****, ***** (KGS EE)
  Sent: Friday, May 2, 2025 4:56 PM
  To: ****** ****** <**********************************************************************>
  Subject: RE: Better Business Bureau Complaint

   

  ******,

   

  Thank you for your message and for returning the alarms.

  We understand your concerns and appreciate you providing additional context regarding your previous communication with ***** ****. I'm sorry to hear about the difficulties you've experienced with these units, and I want to assure you that we are committed to resolving this matter as smoothly as possible.

   

  Regarding your request for a refund, our ****************** requires a valid receipt in order to process any reimbursement. Unfortunately, we are unable to base refunds on retail pricing found at ********** or other distribution channels, as those prices can vary by location, state, and ongoing promotions. Without a receipt, we are not able to submit a request for a refund, as we must account for the exact purchase amount.

   

  As an alternative, we would be happy to offer you some complimentary products or provide a different model of alarms in place of a refund. Please let us know if you would like to explore this option, and we will be glad to assist you further.

   

   

  ***** W. *****

  Product **************** Services Manager

   

  Kidde Global Systems

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

   

  

   

  From: ****** ****** <**********************************************************************>
  Sent: Friday, May 2, 2025 2:41 PM
  To: *****, ***** (KGS EE) <********************************************************************>
  Subject: [External] Re: Better Business Bureau Complaint

   

  Thank you for your response, *****.

   

  The alarms are being sent back to you now. 

   

  Just so you know, I did send an additional email to ***** **** when the second unit failed. Since it is not on this chain, I am providing the text below.

   

  Her response was to offer replacements which I declined because they dont work. 

   

  I do not have my receipt - I got them over a year ago at **********. I clearly purchased them as I am sending them back to you. ********** carries them for $58 each. It should never be this difficult to return a defective safety product. 

   

  SECOND EMAIL: ***** **** should have the full chain.

  It happened to a second fire alarm that we also purchased last year.

   

  It beeps 3 times and says smoke detector error.  I am attaching a picture of the bottom of the smoke detector and a video that captures the last of the error message. You can get the information you need from the picture.

   

  I got these alarms because I wanted 10 years of worry free non-battery-dying beeping and instead Ive had 2 fail with two months that are only a year old. 

   

  These are supposed to protect my home and Ive had to disable them. All other trouble shooting does not work. My dog is afraid to come in the house. I am very distressed.

   

  I would like a refund for the three of these I purchased because I need to replace them. Im not going to wait for the third one to screech at my family in the middle of the night.

   

  These need to be recalled.

• Initial Complaint

  Date:04/12/2025

  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.

  "10 Year" Smoke/** combo units failed at less than 10 months! Beep pattern did not fit ANY of the the ones described for these units. Actual Lack of ** and smoke verified by FD ***** with pro equipment. Kidde had the AUDACITY to then tell me "I" had to pay for both the "Return of the unit AND the postage for any replacement" in advance ! H*** No! ********** provided a full cost return and DEFECTIVE Kidde units were then replaced by First Alerts !! AVOID KIDDE !!!

  Business Response

  Date: 04/16/2025

  Mr. *******

  We recently received your Better Business Bureau complaint regarding the issues you experienced with our products and services.Please know that we take such matters very seriously, and I want to express our sincere apologies for any inconvenience this situation has caused.
  
  On behalf of Kidde **************, I would appreciate the opportunity to speak with you directly to better understand the details of your experience. At your convenience, please respond to this email with a few times that work for you, and I will do my best to accommodate your schedule.
  
  We truly value your feedback, as it helps us improve our products and the service we provide. Should you have any further questions or concerns, or if you would prefer to speak sooner, you are welcome to contact me directly at the number listed below.
  
  Thank you for your continued support and for giving us the opportunity to address your concerns. We look forward to resolving this matter and continuing to serve you as a valued customer.
  Warm regards,
  
  ***** W. *****
  Product ************************* Manager
  
  Kidde Global Systems 
  ************************************************************
  P: ************
  M: ************
  E: ********************************************

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I ("conditionally") accept it.  Today in a phone call Kidde **************** Representative ***** ***** offered to replace my 5 remaining Kidde detectors (gratis).  Should these actually be received I would be willing to then close the above mentioned complaint.  **** *******

• Initial Complaint

  Date:04/10/2025

  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 ordered a fire extinguisher, but there was no expiration date on it, which makes it dangerous. They will be liable if it fails.

  Business Response

  Date: 04/11/2025

  We received your recent Better Business Bureau (BBB) complaint regarding concerns about the absence of an expiration date on your Kidde fire extinguisher. Please know that we take your feedback seriously, and on behalf of Kidde **************, I would like to sincerely apologize for any inconvenience this may have caused.
  In order to assist you more effectively, I kindly ask that you provide the model number of the fire extinguisher in question. Kidde manufactures a variety of fire extinguisher models and classifications, each with specific features and maintenance requirements. Having the model number will allow me to provide you with the most accurate and relevant information.
  That said, here are some general guidelines regarding our fire extinguishers:
  Rechargeable fire extinguishers are designed to remain in service indefinitely, provided they receive regular inspections and maintenance per NFPA 10 standards.
  Non-rechargeable (disposable or single-use) fire extinguishers must be removed from service 12 years after the manufacture date, which is stamped on the bottom of the cylinder.
  This information is clearly stated on each product's label. Therefore, rechargeable extinguishers do not carry a specific expiration date. For example, a non-rechargeable unit manufactured in 2025 would be considered serviceable until December 31, 2037, and must be removed from service on or after January 1, 2038.
  We value your business and appreciate your taking the time to share your concerns. Your feedback is important to us and helps us continue to improve our products and services. Please dont hesitate to reach out with the requested information or any additional questions you may have.
  Thank you for your continued support.

• Initial Complaint

  Date:04/08/2025

  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.

  I am writing to express my concern regarding the carbon monoxide and smoke detector that also monitors indoor air quality. Unfortunately, the device is not functioning properly, and despite my attempts to seek assistance, I have not received any support. This situation is alarming, as it poses a potential safety risk. I would greatly appreciate any guidance or resolution to ensure the safety and reliability of this essential equipment. Thank you for your attention to this matter.

  Business Response

  Date: 04/08/2025

  Customer has sent communication to ********************** via email and we have responded to the customer inquiries on the following dates

  I need replacements for 6 of these alarms
  
  FS 04/02/2025- In response to your email, I will be more than happy to assist you further. Could you be more specific as to why you are needing replacements? Were the units alarming or chirping?
  
  FS 04/02/2025- Customer said "They are chirping out of nowhere and I replaced the batteries. They are only 6/7 years old and they should last for 10. There are 10 of them"-I advised the customer that the battery is a seal so the batteries can't be replaced-Waiting on customer
  
  FS 04/07/2025- Customer said that the alarms are chirping every 60 seconds-Waiting for the customer to provide a good time to call to further troubleshoot the alarms.

  We are awaiting communication from the customer so we can troubleshoot her alarms to determine the next steps. 

  Customer Answer

  Date: 04/08/2025

   I am rejecting this response because:
  
  I want the buisness to make this right and reach out to me

• Initial Complaint

  Date:03/24/2025

  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 inherited a Smoke Alarm system when we purchased our condo. Shortly after occupying the unit, one of the smoke detectors went off repeatedly and wouldn't reset, so we contacted the manufacturer Kidde. They replaced the unit, it was installed, and all was well until about 4 months later, when the unit started to chirp in the middle of the night. I was able to reset the unit and we didn't hear anything more from it until the middle of the night March 22, 2025. The only way I could get the alarm to stop was to permanently disable the unit. I called Kidde on March 24th to request a replacement under the 10 year "Worry Free" warranty but was connected instead with a condescending jerk who proceeded to tell me that I needed to go vacuum the detectors and take other steps to correct the deficiency. Instead of even expressing any concern for the safety of my family or asking the state of the unit, he proceeded to talk over me for an extended period. I asked to speak to a supervisor but he told me the call volume was high and all (3) supervisors were too busy to talk to me. I asked for a call back but one never came. I want a replacement unit Model P4010DCS-W sent to me and I want an apology from the company for their agent's rude handling of the call.

  Business Response

  Date: 03/25/2025

  Dear *** ******,
  

  We sincerely appreciate you reaching out regarding your experience with the Kidde P4010DCS-W alarm and the service you received. We take customer concerns very seriously, and I want to personally apologize for any inconvenience this situation has caused you.
  

  As we discussed during our phone conversation on March 25, 2025, Kidde stands behind its warranty policy and is prepared to provide you with a replacement unit. However, since the P4010DCS-W model has been discontinued, we are unable to send the exact same model. Instead, we can offer a different model as a replacement, along with additional products to ensure the continued safety of your home. I understand that you have declined this offer.
  

  During our discussion, you mentioned the possibility of purchasing the same model from a store or online. If you choose to do so, we are willing to reimburse you for the cost of the purchased alarm while still providing the additional safety products for your home. To proceed with this option, we kindly ask that you return your current alarm to Kidde (at your expense) along with proof of purchase. Please send the unit to the mailing address provided below. Once received, we will process the reimbursement request, which typically takes 6-8 weeks, after which a check will be mailed to the address we have on file. To expedite the process, you may also email me a copy of your receipt at the email address listed below.
  

  Additionally, I have attached a copy of the User Guide for the ********** alarm, which outlines maintenance guidelines and warranty coverage, per our conversation.
  

  We truly value our customers and appreciate your feedback. If you have any further questions or would like to discuss this matter further, please do not hesitate to contact me directly at the number provided below. We appreciate your support and look forward to continuing to serve you.
  

  Best regards,
  

  ***** W. *****
  ***************************************************start="2125" data-end="2128"> Kidde/******* Signaling (A *************************start="2171" data-end="2174"> ********************************************
  P: ************ | M: ************
  E: ********************************************

  
  

  Customer Answer

  Date: 03/25/2025

  Dear Kidde,
  
  This letter serves to formally reject your proposed resolution regarding the defective Kidde smoke detector unit, and to reiterate my demand for compliance with the applicable warranty.
  
  As previously communicated, I contacted your company on 3/24/2025 to report a malfunctioning Kidde smoke detector unit. Subsequent conversations with a floor lead on  3/24/2025 and a representative from your corporate team on 3/25/2025 resulted in unsatisfactory offers.

  Specifically:
  
  1) You proposed a replacement unit of inferior quality, which lacks the interoperability with the existing Kidde interconnected system installed throughout our condominium association. This replacement is unacceptable, as it does not constitute a like replacement as reasonably expected under the warranty. Your assertion that the warranty permits you to replace the defective unit with a significantly dissimilar and functionally inferior model is unacceptable. The term replace, as used in the warranty, implies a replacement with a unit of comparable quality and functionality. The offer of a standalone unit in lieu of an interconnected unit is a material deviation from this implied obligation.
  

  2) You offered to reimburse the retail purchase price of the original model, contingent upon the return of the defective unit and the provision of a purchase receipt. Return of the unit will cost me additional time and money and is unacceptable. Additionally, as previously stated, the defective unit was a warranty replacement provided by Kidde less than one year ago. Therefore, I do not possess a purchase receipt and am unable to comply with your request.

  Finally, I am aware that retailers continue to sell the model in question with a 10-year warranty, which your company appears unable to honor. This discrepancy raises serious concerns regarding potential deceptive marketing, fraud, and violations of consumer protection laws, as outlined by the ************************ (***).
  
  Therefore, I demand that you either:
  
  Provide a new replacement Kidde smoke detector unit that is fully compatible with the existing interconnected system within our condominium association.

  or

  Reimburse me for the retail purchase of a new Model P4010DCS-W and waive the requirement to return the inoperative unit. I will gladly send you pictures of the inoperable unit and scan and send a copy of the purchase receipt for the new unit for your records.

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

  
  

  Business Response

  Date: 03/26/2025

  Dear ******* ******
  
  Thank you for reaching out and for sharing your concerns regarding your Kidde smoke detector unit. We understand your frustration and appreciate the opportunity to clarify our warranty policy and resolution options.
  As previously stated, we no longer manufacture alarms with wireless interconnect capability. Because of this, we are entirely unable to provide you with a direct "like" replacement for your current model.Our intention is to offer the best possible solution within the limitations of our available products and warranty terms.
  
  Regarding your assertion about purchasing the same model from a retailer, I believe there may have been a misunderstanding. During our conversation, you mentioned that you could purchase the same alarm that you currently have. I explained that some retail distributors may still have stock because they placed orders months in advance before the model was discontinued. My offer to you was that if you chose to purchase the same model from a retailer, we would reimburse you for that purchase. However, as outlined in your warranty, to process this reimbursement, you would be required to return the affected alarm to Kidde along with proof of purchase.
  
  Kiddes warranty policy on covers repair or replacement of the affected unit. However, because your situation is slightly different we are offering an opportunity for reimbursement and we will require proof of purchase/receipt for our finance department to process any reimbursement.Additionally, as per the warranty terms, the affected unit must be returned,with postage and return postage prepaid, to the Kidde ***************************** (see attached warranty)

  Ten-Year Limited Warranty
  Kidde warrants that the enclosed alarm will be free from defects in material and workmanship or design under normal
  use and service for a period of ten years from the date of purchase. The obligation of Kidde under this warranty is limited
  to repairing or replacing the alarm or any part which we find to be defective in material, workmanship or design, free
  of charge, upon receiving the alarm with proof of date of purchase, postage and return postage prepaid, to ******************************* Kidde, *******************************************
  
  We regret that our current product lineup does not include a wireless interconnect replacement option. However, we remain committed to providing a fair resolution in accordance with our warranty terms. Please let us know how you wish to proceed. If you are rejecting the options we have listed above we will consider this matter closed.
  
  Best regards,
  
  ***** W. *****
  Product ************************* Manager
  
  Kidde **************
  ********************************************
  P: ************
  M: ************
  E: ********************************************

  Customer Answer

  Date: 03/26/2025

   I am rejecting this response because:

  The communication above is not what the manufacturer just communicated with me via telephone and email. Mr. ***** relayed that he had found a 2-pack of the exact unit I had at the company's distribution center, that he would ship it to me immediately, and asked me to send my unit back to them via a prepaid *** label that he emailed. The text of his email communication is as follows:

  "From: ***** Brown <********************************************>
  Date: Wed, Mar 26, 2025 at 3:34?PM
  Subject: RE: Response to Your BBB Complaint Kidde P4010DCS-W Alarm
  To: ********************* <*********************>
  
  
  Dear Mr. **************** am pleased to inform you that I have located a two-pack of alarms identical to your current model. These replacement alarms will be shipped to you first thing tomorrow from our distribution center. You may track your shipment at *********** using tracking number 1Z2072170793200270.
  
  Additionally, we still need to collect the malfunctioning alarm to ensure it is removed from circulation. To facilitate this process, I have attached a return shipping label. Please affix the label to your package and drop it off at any *** drop box or store within the next 7 to 10 business days.
  
  If you have any questions or need further assistance, please feel free to reach out.
  
  
  ***** W. *****
  Product ************************* Manager
  
  Kidde/******* Signaling (A Carrier Company)
  ************************************************************
  P: ************
  M: ************
  E: ********************************************"

  As these communications were received simultaneously, I am uncertain which conveys the company's actual offer and intentions. 

  Sincerely,

  ******* J. ******