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:03/12/2025

  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 have tried on ******** and emails to kidde and have seen similar posts about their smoke detectors failing. I purchased 12 in total since October, 4 combo smoke / carbon monoxide, no issues. 6 out of 8 smoke detectors have failed on me from different vendors, all brand new. I have seen similar complaints on their ******** page. When they asked me for all my info, I provided it to them, they have since stopped responding to my emails or messages. I told them that they should replace mine and start a recall.

  Business Response

  Date: 03/13/2025

  The customer first contacted ********************** on March 4, 2025. We responded on March 7, March 11, and most recently on March 12.
  In our March 12 communication, we clarified that the warranty (see attached) covers only the repair or replacement of the alarm and does not include refunds or reimbursements. While we are willing to provide a replacement and even offer an upgraded model, the terms of the warranty do not allow for a refund.
  
  

  Customer Answer

  Date: 03/13/2025

   I am rejecting this response because:
  If 6 out of 8 have failed within 6 months, I dont want to have to start this all over. You have completely lost my faith with your company. If 1 or 2 failed, this would certainly be a reasonable option. 
  
  

• Initial Complaint

  Date:03/07/2025

  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.

  I purchased a Kidde carbon monoxide and smoke detector that failed within two years, despite being well within its expected lifespan. After contacting Kidde customer service, I provided all requested documentation, including receipts, to support my warranty claim. However, despite multiple attempts to follow up, I have received little to no response from the company.I am extremely disappointed with both the products failure and the lack of customer support. A carbon monoxide and smoke detector is a critical safety device, and *********************** failure to honor its warranty or even respond in a timely manner is unacceptable. I am seeking a replacement unit or a full refund.I urge the Better Business Bureau to intervene and hold Kidde accountable for its poor customer service and failure to uphold its warranty commitments.

  Business Response

  Date: 03/10/2025

  We sincerely appreciate you reaching out through the Better Business Bureau to share your concerns regarding our products and service.
  On behalf of Kidde *************** I would like to personally apologize for any inconvenience you have experienced. According to our records, we initially received your email inquiry on March 4, 2025, and responded on March 5, 2025.

  Following your reply, a warranty replacement order was promptly submitted on your behalf.
  Your warranty replacement is expected to arrive within 7-10 business days (approximately two weeks). You should have also received a confirmation email from the representative assisting you. I

  f you require any further assistance or have additional questions, please do not hesitate to reach out.
  We appreciate your patience and your support of Kidde Global Systems.

  Customer Answer

  Date: 03/11/2025

   I am rejecting this response because:
  I responded to the email notifying me that Id be receiving a replacement. I sent a response asking to confirm the shipping address and tracking number. Once I have that information, Im comfortable closing out this complaint.
  

  Business Response

  Date: 03/12/2025

  Thank you for contacting Kidde. We value our customers input and we appreciate that you have taken the time to share your inquiry. 
  Your replacement order has shipped from our distribution center. You can track you shipment by ***** tracking number ************ which will have updates starting 3/13/2025
  If you have any further questions or concerns, please reply to this email or feel free to contact Kidde Product Support (Mon-Fri 8am - 10pm EST and Saturday 9am-5pm EST) at **************, or visit the Kidde Support Help Center .We will be happy to further assist you.
  
  Thank you for being a valued Kidde customer!
  
  
  ***** W. *****
  Product **************** Services Manager

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  After receiving my replacement smoke/CO2 alarm, I accept the business response and thank the BBB for helping get to a resolution.

• Initial Complaint

  Date:02/15/2025

  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.

  Very bad customer service not accepting responsibility for faulty product. I am researching changing whole system to not have to deal with this. Kidde alarm i4618AC failed 2/01/25 Intermittant beeps with good battery. Kidde cutomer service went through alarm test and reset which quieted it for 1 day. Said to call back when failed again. Next day it failed test again, but the kidde battery was *******, and they wanted a battery to be 4 yrs from experation. If it cannot work with their valid Kidde battery - DC tested at 9.8 V - then their alarm is deficient. Kidde will not accept that. I had some new batteries of brands that they did not accept due to not being authorized (****** and Powerhouse), and it did not work with them either. Cannot win and cannot have this system; alarm scares dog and have wild goose ***** with ladders trying to find failure through 12 alarm upstairs/down. Need to replace all 4 units that I bought for $96.13 on June ******* (order attached). The others did fail, and I just threw them away.

  Business Response

  Date: 02/17/2025

  Dear ***** ********

  
  Thank you for reaching out and sharing your experience with our Kidde i4618AC alarm. We understand your frustration, and we truly apologize for the inconvenience you've encountered.
  

  Upon reviewing the details you've provided, we want to remind you of our warranty terms (see attached), which state that the warranty does not apply if the product has been damaged, modified, abused, or altered after purchase, or if it fails to operate due to improper maintenance or inadequate A.C. or D.C. electrical power; which seems to be the case here.

  While we understand the situation is frustrating, we do need to clarify that the use of non-authorized batteries, such as those purchased from third-party vendors, may lead to issues in the performance of the alarm, even if the battery itself is within its expiration date.
  

  We appreciate your efforts to troubleshoot with our customer service team, and we recognize the difficulties that intermittent beeping can cause, particularly with the added stress of troubleshooting multiple alarms. However, as we have noted, our alarms are designed to work with Kidde batteries to ensure optimal functionality.
  

  In terms of next steps, if the alarms continue to exhibit the same issue despite using Kidde-approved batteries, we recommend following up with our support team for a more thorough assessment. If the alarms are still under warranty and are found to be defective, we will be happy to assist with replacement. However, we must emphasize that the warranty may not cover situations where non-authorized batteries have been used or if there is inadequate AC or DC Power.
  

  We understand your desire to resolve this issue quickly, and we sincerely hope to find a resolution that works for you and your home. Please don't hesitate to contact us with any further questions or concerns.

   

  ***** W. *****
  Product ************************* Manager
  
  Kidde **************
  ********************************************

• Initial Complaint

  Date:02/12/2025

  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.

  Last yeart we had a fire in our house. After making the needed repairs, around August 2024, our electrician installed 9 fire/smoke alarms from Kidde. 6 of those alarms were wireless and 3 were hard wired. We have been having issues with several of these alarms ever since. At first, several units were giving false alarms. They would go off several times a week. We called the company dozens of times since last August and have completed their trouble shooting recommendations each time. Eventually, their technical support determined that 4 of our wireless units (combination smoke and CO alarms) were defective and said they would replace them. However, they never sent us any replacement units. I have called them several times since then, and they keep apologizing and and saying that they will now send us the 4 replacement units, but they never do. This has happened about 4 times in the last two months. They just keep lying to us. The case # for these issues is ***********.Not only are the defective units still giving false readings, which are very alarming for me and my family, we are these many months later and after spending so much time and money to resolve these issues, still completely unprotected against another fire since their smoke alarms do not work.Please help in any way you can. At this point, and all along, all I have asked them for is to replace the defective units. But month after month they keep lying to me on the phone, claiming they will send us replacements and they never do.

  Business Response

  Date: 02/13/2025

   

  We sincerely apologize for the ongoing frustration and delays you have experienced in obtaining replacements for your alarms. Your safety and peace of mind are our top priorities, and we truly regret any inconvenience this situation has caused.
  Please note that the P4010 series of wireless interconnected alarms has been discontinued and is no longer available for replacement. At this time, Kidde does not offer a wireless interconnected alarm as a direct replacement for this series. However, we remain committed to finding a solution that ensures your home remains protected.
  

  Per the terms of the warranty, Kidde is responsible for the repair or replacement of alarms that are still under warranty. Since a direct wireless replacement is not available, we can offer battery-operated alarms with comparable functionality as standalone units. These alarms will not be interconnected but will still provide smoke and CO detection.
  For your hardwired alarms, we can replace them with our latest 9th edition alarms, which offer improved safety features.
  

  To expedite a replacement order for you, please reply to this email with a complete list of the affected alarms, including model numbers if available. Once received, we will process your request as quickly as possible.
  

  Again, we sincerely regret the inconvenience you have faced, and we appreciate your patience as we work toward a resolution. Please let us know how you would like to proceed, and we will do everything possible to assist you.
  

  Customer Answer

  Date: 02/18/2025

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

• Initial Complaint

  Date:12/28/2024

  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.

  Kidde Smoke detectors 10 years various models All 10 years models have defect issues - this is - they will start blaring 3 beeps and none can be stopped without smashing units. I had 3 in my apartment when i moved in about 4 years ago - all i had to smash to stop them from blaring - bought 3 replacements since all were smashed in last 2 years for exact same reason. I must use an alternate type. Problem is there is zero way to stop this without breaking the units. twice attempted with a s**** driver to use the s**** method for manual shut down, and the plastic s**** simply shatters to pieces. A method needs to be done to actually be able to shut it off, or go into a reset mode when this happens Holding down only button for 30 seconds does nothing other than stops the blaring for about 30 minutes, which it then starts up a second time and it will never stop again till the batter dies.I called them about 6 years ago after smashing the first couple of them for same exact reason - they said to use expensive air pressure cans, this is extremely expensive, and even if I did - getting it into exact spots where it would be need without breaking open units not only would violate warrantees, would get very expensive after having to use it every time it goes off. No smoke, no obvious sign of smoke at any time these happened. A manual easy to use off switch, or reset switch on units is needed badly.

  Business Response

  Date: 01/03/2025

  We recently became aware of your concerns regarding one of your Kidde alarms. I understand that you have placed your trust in Kidde to ensure the safety of your family and provide peace of mind, and I deeply regret any frustration or disappointment this issue may have caused. Please accept our sincerest apologies for any inconvenience.

  
  In order to address your concerns as quickly as possible, we kindly request the following information:
  Do you still have the unit(s) in question?
  The model number of the affected unit(s)
  How many units of this model do you have?
  The date of manufacture of the unit(s)
  Your physical mailing address for warranty replacement (Note: we can only ship to **, ******, or Mexico addresses; PO Boxes are not accepted).
  

  Without knowing the exact model, I can only provide general troubleshooting advice. Kidde alarms are sensitive to dust, dirt, debris, or even small insects that can cause them to trigger an alarm. If this occurs again, try using a can of compressed air to blow along the sides of the unit to dislodge any trapped particles.
  

  To avoid potential damage or voiding your warranty, we strongly recommend reviewing the user guide that comes with each alarm for instructions on how to properly disable the unit if needed. Additionally, you may want to contact our ********************** at **************. Our support team is available Monday through Friday from 8:00 AM to 9:00 PM Eastern Time, and Saturday from 9:00 AM to 5:00 PM Eastern Time.
  

  To further assist you, someone from our Product Support team will reach out to you at the phone number you have provided. If they are unable to resolve the issue and your unit is still under warranty, a no-charge replacement will be issued.
  

  Thank you for your understanding, and please dont hesitate to reach out if you have any further questions or concerns.

• Initial Complaint

  Date:12/04/2024

  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.

  In June 2024, electricians originally installed P4010ACS units in our home. Since then, we have experienced repeated issues. Three of the original units and one replacement have malfunctioned, setting off alarms in the middle of the night on multiple occasions. After the initial problems, the electricians replaced four units. When we continued to have issues, I contacted Kidde directly. Kidde sent four replacement units but we have continued to experience issues with those as well. We now have a total of eight defective units.I refuse to use this model any further due to its unreliability. they have all been removed and disabled. Now we're under protected. However, the company is now refusing to replace the units citing that I disabled the alarms. I am asking for 8 replacement units (OF A DIFFERENT MODEL) which is a small price considering the trauma of middle of the night false alarms and inconvenience of constant install and take down.

  Business Response

  Date: 12/04/2024

  ***** *********
  We deeply regret to learn about the issues you have encountered with our products and service, as outlined in your Better Business Bureau complaint. Please accept our sincerest apologies for any inconvenience this may have caused.
  

  On behalf of Kidde **************, I would like to offer a resolution by providing you with warranty replacements at no cost, as well as collecting the affected units for further analysis. We will be sending you our latest line of "Detect" alarms, which feature a modern 5-inch design, ideal for all living spaces. These alarms incorporate cutting-edge technology that provides fast alerts, giving your family more time to evacuate safely. Additionally, enhanced sensing technology reduces false alarms,often triggered by cooking.
  

  Key features of the Detect alarm include:
  Hardwired with 10-Year Battery Backup: No need for battery changes for 10 years*saving you up to $40 over the device's lifetime.
  Fast Alerts: Cutting-edge technology ensures ample time to safely exit in an emergency.
  Interconnected Alarms: When one alarm sounds, they all do, ensuring you are alerted across your home for faster response.
  

  Attached, you will find a prepaid *** return shipping label for the affected unit(s). Please attach the label to your package and drop it off at any *** drop box or store within the next 7 to 10 business days. Once you are ready to send your package, it should be properly sealed and ready for shipping.
  

  The tracking number for your return package is  1Z2072170396449915.
  If you have any questions or need further assistance, our *********************** is available at ************** from 8:00 AM to 9:00 PM EST, Monday through Friday, and from 9:00 AM to 5:00 PM on Saturdays.
  

  We highly value our customers and encourage you to continue sharing any feedback regarding our services. Should you wish to discuss this matter further, please feel free to contact me directly at my telephone number listed below.
  

  Thank you for your continued support,and we look forward to resolving this issue promptly.
  Sincerely,
  
  ***** W. *****
  Product ************************* Manager
  
  Kidde/******* Signaling (A Carrier Company)
  ************************************************************
  P: ************
  E: ********************************************
  

  
  

  Customer Answer

  Date: 12/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Assuming I receive the replacement items as noted, I consider this complaint resolved.

• Initial Complaint

  Date:12/02/2024

  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.

  On September 27, 2024 we had an electrician install 6 Kidde Worry-Free Smoke Alarms (Model P4010ACS). One month went by and at 5AM 2 of the units had nuisance alarms. After another couples of weeks another unit had a nuisance alarm at 10PM. Finally after one more month there was a series of alarms that kept going off even after resetting them. After having the fire department come to verify there was in fact no fire, we were so disgusted and traumatized by this product, which the company has stated has been discontinued, that we pulled them down and discharged the batteries, rendering the alarms inoperable, as instructed in the manual.This product is obviously defective as witnessed by the company discontinuing it and the absolutely horrendous ratings online. We contacted the company and were rudely told that only a replacement would be offered. We insisted on a refund as we no longer trust this product. If there is no resolution through the BBB, we are prepared to file complaints with the Consumer Product Safety Commission, the ********************************** and, if need be, Small Claims Court in our state.

  Business Response

  Date: 12/02/2024

  
  ***** *******
  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. Youve put your trust in Kidde to keep your family safe and to provide a peace of mind regarding fire safety, and I know how disappointed you might feel at this time. Words cant express how deeply sorry I am for this issue.
  
  Regarding your refund request the representatives are correct per the terms of the warranty we do not offer refunds or reimbursement. We do stand behind our product and would like to send you six (6) of our latest and greatest alarms at no expense to you.
  
  The alarms being sent will be our new Detect Line of alarms - This alarm offers a modern 5" design ideal for all living spaces. Cutting edge technology sends fast alerts that give your family more time to get out safely and enhanced sensing technology reduces false alarms often caused by cooking.
  
  Hardwired Alarm with Worry-Free 10-Year Battery Backup: No battery changes for 10 years. Avoids inconvenient battery replacements and saves up to $40 over the life of the device.
  
  Voice Alerts: Cutting edge technology sends fast alerts with voice so you can react quickly.
  You can view the specifics of this alarm by clicking this link - **********************************************************************************************************************************************************************************************************************;

  
  This alarm is one of the alarms replacing the P4010 series of alarms as Kidde is doing a complete portfolio change of all our alarms over the next few years. This portfolio change is to meet new *********************** (UL) standards for safety and reduce the nuisance alarms you mentioned in your complaint.
   We value our customers and ask you to please feel free to continue to provide feedback about our services. If you have any further questions or would like to discuss this matter further, please feel free to contact me at my personal number listed below. We look forward to continuing serving you as a valued customer.
  
  Thank you for your invaluable support,
  
  ***** W. *****
  Product ************************* Manager
  
  Kidde **************
  ********************************************
  P: ************
  E: ********************************************
  

  
  

  Customer Answer

  Date: 12/03/2024

   I am rejecting this response because:
  
  The offer of replacement units is unacceptable. We already declined the offer when we spoke to Kidde ***************** Only a refund of $845 can be considered minimal compensation for our time, inconvenience, anxiety and expense. Had these been the only units we had problems with, we may have considered it. Unfortunately these talking units were a replacement for another series of Kidde alarms. When we purchased our home, the sales contract specified that the sellers replace the smoke alarms with new ones. They put in Kidde Model P12040 units. These lasted a whopping 18 months before they began to go haywire and we decided to replace all of them. It is not fun to be shocked awake in the middle of the night for no reason over and over again! Fool me once, shame on you; fool me twice shame on me. We intend to get our money back no matter how far we have to take this dispute.
  Thank you, Better Business Bureau, for being the crucial first step for consumers to use to get their complaints satisfied. 
  

• Initial Complaint

  Date:11/29/2024

  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.

  In Jan 2024, our previous Kiddie smoke alarms were at their 10 year lifecycle, with no previous problems. We purchased 2 P4010ACSO smoke/CO detectors with interconnection 110 volt units. Was only a month or so, after installation, and they started giving false alarms. After a couple of phone calls to Kiddie, always on hold for a length of time, we cleaned and vacuumed as recommended only to have them continue with false alarms, many times in the middle of the night. Our home is air conditioned with windows never open and no dusty construction or remodeling going on to "dirty" them up. My last straw was last week, took them both down vacuumed and blew them out with compressed air. Wasn't 2 nights later and going off at 1 & 2 AM. I know learned this model has 'ZERO' 4 or 5 star reviews on their own website and last looked 97 complaints. We don't have children at home, but we do have pets that have definitely been traumatized by these alarms. Maybe a class action suit is in order here! We wish to have Kiddie replace these with a more premium models that has their "BEST reviews" and we will not be 'without' during shipping time....Kiddie can send call tags for the old ones!

  Business Response

  Date: 12/02/2024

  *** ********

  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.  Since your alarms are under warranty, we will be replacing them with our latest Detect line of alarms. - DETECT Smoke Alarms & Combo Smoke & ** Alarms | Kidde
  
  Additionally, we would also like to collect your affected alarms for analysis. Please find attached your prepaid *** return shipping label needed to send in your unit(s). What you will need to do is attach the label to your package and drop it off to any *** drop box or store within the next 7 to 10 business days.
  

  The tracking number for your package will be (1Z2072170399110373). 
  
  We value our customers and ask you to please feel free to continue to provide feedback about our services. If you have any further questions or would like to discuss this matter further, please feel free to contact me at my personal number listed below. We look forward to continuing serving you as a valued customer.
  
  Thank you for your invaluable support,
  
  ***** W. *****
  Product ************************* Manager
  
  Kidde **************
  ********************************************
  P: ************
  E: ********************************************

• Initial Complaint

  Date:11/20/2024

  Type:Product 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.

  In February 2024, we replaced our existing 10-year-old Kidde smoke detectors and combo smoke/carbon monoxide detectors with updated models. All new units were purchased from ******. Since then, three of the original units and one replacement units have malfunctioned, setting off alarms in the middle of the night. This has happened on 5 separate occasions. I have made several calls to Kidde, who has offered to replace the units, but after receiving a faulty replacement unit, we are reluctant to go that route. ****** will not refund our money as it is after the date of return and Kidde claims they cannot reimburse us for the faulty units as they only do troubleshooting and technical issues. All i would like is a refund of my money so I can buy a different brand of smoke detector and my family can get a peaceful nights sleep.

  Business Response

  Date: 11/21/2024

  ******** ********
  
  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. Youve put your trust in Kidde to keep your family safe and to provide a peace of mind regarding fire safety, and I know how disappointed you might feel at this time. Words cant express how deeply sorry I am for this issue.
  
  In regard to your refund request the representatives are correct per the terms of the warranty we do not offer refunds or reimbursement. We do stand behind our product and would like to send you eight (8) of our latest and greatest alarms at no expense to you.
  
  The alarms being sent will be our new Detect Line of alarms - This alarm offers a modern 5" design ideal for all living spaces. Cutting edge technology sends fast alerts that give your family more time to get out safely and enhanced sensing technology reduces false alarms often caused by cooking.
  Hardwired Alarm with Worry-Free 10-Year Battery Backup: No battery changes for 10 years. Avoids inconvenient battery replacements and saves up to $40 over the life of the device.
  Double the Detection: Alerts you to both smoke & carbon monoxide (CO) using a single, cost-effective device.

  
  Voice Alerts: Cutting edge technology sends fast alerts with voice so you can react quickly.
  You can view the specifics of this alarm by clicking this link ***********************************************************************************************************************************************************************************************************************************************
  
  We value our customers and ask you to please feel free to continue to provide feedback about our services. If you have any further questions or would like to discuss this matter further, please feel free to contact me at my personal number listed below. We look forward to continuing serving you as a valued customer.
  
  Thank you for your invaluable support,
  
  ***** W. *****
  Product ************************* Manager
  
  Kidde/******* Signaling (A Carrier Company)
  ************************************************************
  P: ************
  E: ********************************************

  Customer Answer

  Date: 11/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it, pending shipment of the replacement devices.  If in the future, the replacements malfunction, I do reserve the right to reopen the complaint.  However, I was pleased with the prompt response from Kidde and and hopeful that the replacement smoke detectors will solve the malfunction issue.

• Initial Complaint

  Date:11/16/2024

  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.

  We bought smoke detectors from KIDDE fire safety. We set them up, and they constantly go off for no reason. We went through customer service several times to trouble shoot. We had an electrician come and check our wiring, they determined they were not working properly and needed to be replaced. Our neighbor is a fire fighter constantly coming over to check on our house because our alarms go off constantly. We called spoke to one person and they replaced two of them. They told us to call back if it keeps happening. We called back because the other alarms (not the new ones) keep going off because they are broke. They keep telling us someone will call us back and giving us the run around. We are now in ******** NY DROUGHT and they still will NOT stand by their product defect and replace the remaining fire alarms in my house. We spent several hundreds of dollars on faulty fire alarms and electricians to tell us their product is defective. They refuse to call us back or speak to us on the phone. We want our fire alarms replaced so our house and FAMILY can be protected. This is poor business, poor communication and we are extremely frustrated with this company.

  Business Response

  Date: 12/09/2024

  Thank you for reaching out to Kidde. We appreciate that you took the time to share your inquiry with us. Youve entrusted Kidde with the safety of your family, and we understand how important it is to feel confident in the products you use. I can only imagine how disappointing this situation must be for you, and I want to sincerely apologize for any inconvenience or concern this may have caused.

  Furthermore, I apologize for the delay in getting this issue resolved.  In fact we have been waiting on a response from you since June 14, 2024 where we needed some additional information from you to resolve this matter. To help us resolve your issue as quickly as possible, could you kindly provide the following information:

  1) Do you still have the units in question?
  2) The model number of the unit in question (This can be found on the back of the alarm and starts with letters and numbers)
  3) How many units of this particular model do you have?
  

  Once we have these details, well be in a much better position to assist you further and ensure your concerns are addressed promptly.
  
  Thank you again for your patience and understanding. We look forward to hearing from you soon and working to resolve this matter to your satisfaction.

  Customer Answer

  Date: 12/09/2024

   I am rejecting this response because:
  
  We spoke on the phone several times in October regarding this matter and they continued to hang up on us. They sent us two new units and told us to call back if we continued to have an issue. When we called back several ooo transferred the call and told us someone else would call back.  no one has called us.  That email was addressed with a phone call.  

  Customer Answer

  Date: 12/13/2024

  I have 8 alarms all model 

   

  model P4010acsco

  I have images but they wont attach to this email. 

  Business Response

  Date: 12/16/2024

  On Monday December 9, 2024 the below listed email was sent to the customer

   

  Dear *********,
  
  I apologize for any confusion regarding your case. Upon reviewing our records,I found that there is a separate case under the name of ***** *******. There does not appear to be any connection between your case and Brians. I have now linked both cases for further clarity.
  
  Regarding your note from the electrician, we appreciate the input, but please note that an electrician is not able to assess whether the alarms are functioning correctly. To resolve this, I would like to collect all ten (10) of your alarms for thorough analysis. In exchange, we will send you warranty replacements for all ten (10) units.
  
  We will be replacing your alarms with our newest Detect line of products.These alarms feature a modern 5 design, ideal for all living spaces, and utilize cutting-edge technology to provide faster alerts. This allows your family more time to evacuate safely. Additionally, the enhanced sensing technology helps to reduce false alarms, particularly those caused by cooking.
  Key features of the new Detect alarm include:
  Hardwired Alarm with Worry-Free 10-Year Battery Backup: No battery changes for 10 years, saving you the cost and hassle of replacements.
  Double the Detection: Alerts for both smoke and carbon monoxide **** in a single, cost-effective device.
  Voice Alerts: Fast voice alerts to help your family react quickly in an emergency.
  For more information, you can view the product details here:
  Detect Combination Smoke & Carbon Monoxide Alarm
  
  

   

  The customer is being sent 10 replacement alarms - she can track these alarms via ***** - ********************************************************************************************************************************************