Complaints

This profile includes complaints for Cannon Security Products, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cannon Security Products, LLC

  2895 W Capovilla Ave Ste 140 Las Vegas, NV 89119-4336

  
• 

  Cannon Security Products, LLC

  820 Wigwam Pkwy STE 130 Henderson, NV 89014-6772

  

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:12/10/2024

  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.

  The safe bolts will not lock, they have pulled back into the door and will not come out. I contacted customer support, they sent me a vidoe for me to remove the internal panel. BUT, the panel cannot be removed based on the video. I have asked for a supervisor callback and i got nothing. Cannon advertises lifetime warranty, but theu are not standing behind the product.

  Business Response

  Date: 12/13/2024

  A supervisor has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

• Initial Complaint

  Date:11/19/2024

  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.

  I have messaged cannon multiple times no response. The safe I purchased is defective and the lower pin on the door is stuck behind the door. I haven't had this safe for more then 6 months or so .

  Business Response

  Date: 11/20/2024

  A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

  Customer Answer

  Date: 12/07/2024

  Cannon responded to my request and I sent them everything they request and now they are ignoring me.

  Business Response

  Date: 12/13/2024

  We sincerely apologize for the delay, we will reply to your request today.

• Initial Complaint

  Date:10/31/2024

  Type:Delivery 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 have been working with ************. / Cannon Safe since early September 2024 to get a replacement key for a new safe that was purchased at an Atwoods in ********. We have never opened the safe once we got it home. We have replaced the battery to the keypad as instructed, etc. The store locked the key in the safe and the keypad will not work properly or possibly has the wrong code. We can't verify either as we can't get in the safe. After assistance from our local ************** store manager, Cannon ordered a key Oct 3rd. I reached out via Chat on Oct 16th and was advised to check back or they would email by that Friday. They had high volume and were in the middle of delays was the reasoning for it not shipping within their normal 7-10 day window. A phone call was also received telling me Friday or Monday (at the latest) it would ship. I waited and was provided a tracking number with a destination to somewhere else. When I pointed out that tracking number was not for a package to ******** I was told to wait as **** *. reached out to shipping. I never heard back on the chat and it was ended. We received an email with a tracking number for a shipping label created on Oct ***************************** the "label created" stage with a promise that the key would be shipped no later than 10/25 by *** *. As of today If you have a "valid" tracking number then customer service advised it will provide you an update. It is lie upon lie with as evidenced with the complaints to you & the comment section of the post on their own ******** page. Their warranty program is fruitless as we have wasted nearly 60 days and have not resolved this issue. 10/30 -******* has called them and they advised it can take an additional week for the package to leave their facility as they ship out by the "pallet load". This does not line up with the promises stated by Cannon, ****, *** of shipping out on multiple promised dates and I have not faith it will ship then.

  Business Response

  Date: 11/02/2024

  We sincerely apologize for the delay, it seems the latest order was delivered yesterday.

• Initial Complaint

  Date:10/29/2024

  Type:Customer Service 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 July 9 of this year I filled out an online request to purchase and be sent a ***lacement key for my Stack-On gun cabinet. I provided the cabinet series name and key/lock number and was then asked to complete, get notarized and send in a form. Then I was told there was no key for my lock number; this, after I had travelled some distance into town and incurred the expense of a notary. As apology, the customer service *** offered to send a new lock and pair of keys at no charge. Wonderful. But the shipment (if there really was one) went astray, with the **** tracking system last ***orting a parcel with the tracking # ********************** on August 18, leaving ***********, **. Since that time, ******************************************************** acknowledged the **** shipment and promised to resend it, but... doesn't appear to have done so. I made several inquiries and for weeks there has been no ***ly. I am empty handed, with no key or lock ***lacement, almost 4 months after reaching out for service from Cannon Security Products. I was never rude to anyone. I never asked for a freebie; that gesture was proactively offered. I did suggest strongly that my post box was the best mailing address to use, but the 'stackonservice' staff insisted on an alternative address and I provided a good one that I've used before -- a ***utable courier agent/receiver based in downtown **********. I understand my key order has become problematic, but ghosting me is not the answer. Not the resolution and not the way to treat a customer acting in good faith. I was p***ared to pay for a key and would still pay the posted fee to get one. At the same time, I have been misled and offended by the inconsistent, disjointed and disrespectful customer service provided of late by *****************************************. Could someone at Cannon Security Products please cut me a key?

  Business Response

  Date: 11/02/2024

  We sincerely apologize for the inconvenience, we recently changed ticketing platform, your case must have gotten lost during this transition. A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22470184
  
  I am rejecting this response because: I am not yet in receipt of the requested part. **************** has been in touch requesting address information. No order or shipping confirmation has been sent. Case resolution requires my receipt of a correct and satisfactory part. 
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 12/13/2024

  We are following up with the carrier, as the tracking number shows pending delivery but no ***. The tracking number has been also provided via email to the customer.

  Customer Answer

  Date: 12/27/2024

   
  Better Business Bureau:
  
  I have finally received the new lock, after eight additional weeks of waiting. It is compatible with my cabinet and so I am content with the outcome.

  Instruction on how to swap the locks would have been appreciated. I had to resort to an amateur's post on ******* for help. 

  In all, it took Cannon Security Products nearly six months to send me an item it had in stock.    

  Receipt of the item is satisfactory resolution to my BBB complaint (ID *********.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:10/24/2024

  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.

  Cannon Safe advertises lifetime warranty. If someone gets into your Cannon well make it good. They will answer you once, but then they ignore you. My Cannon was destroyed by a break in in my home. And I they said they were sending me a replacement. I didnt get anything. Then they said the case was resolved

  Business Response

  Date: 10/30/2024

  A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

  Customer Answer

  Date: 11/11/2024

   
  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.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 11/11/2024

  Thank you very much for your assistance in this matter. I have received a replacement for the one that was destroyed in the break in. I just wanted to say thank you for your help. Have a great Day!!!!

• Initial Complaint

  Date:10/23/2024

  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.

  I purchased this safe new at ****************** I no longer have the receipt. I still have the owner manual. The ** keypad works sometimes and sometimes it doesn't. I have replaced the battery several times and I am still having the same issues. I removed the back panel and do not see what would cause this issue. I can include pictures. This is the only issue I have had with my safe.model number is TS6030serial number is ******

  Business Response

  Date: 10/30/2024

  A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

  Customer Answer

  Date: 10/31/2024

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/21/2024

  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.

  The paint is peeling off. It started when I first bought it.

  Business Response

  Date: 10/30/2024

  A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

• Initial Complaint

  Date:10/21/2024

  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.

  I purchase a Cannon Safe from ****** as new and the electronic lock has stopped working. The internal board has developed loose wires and corrosion. The battery is isolated away from the board, so the corrosion is not due to the battery, and the battery was replaced with a fresh one that did not resolve the problem.I have attempted to Contact Cannon Safe **** by phone daily (every weekday since my initial ticket was submitted) and no one ever answers the phone there. I submitted my initial ticket ID # ***** back on 10/07/2024 that has not even been viewed. I submitted a second ticket ID #***** back on 10/10/2024 that has not been viewed either. I can determine this by viewing the tickets on the account that I set up through Cannon Safe ****'s website (******************************************). I have also attached the original warranty paperwork that came with the safe in which it carries a "Limited Lifetime Warranty", that further specifies for "electronic locks" as follows: "Electronic locks carry a lifetime warranty for parts and five years for labor". I am just requesting a replacement electronic lock. I can easily install the unit myself as it is only a wire cable that unclips from the original (faulty one) and clips into a new (replacement one). Cannon has continued to be non-responsive and there is no option that I can see to contact them for a response within a reasonable time-frame for a warranty related issue.I would like Cannon Safe to contact me back and immediately resolve the issue by sending a correct replacement for the electronic lock on my safe that has failed as is covered specifically with the details under their warranty.I have attached a copy of the warranty document and copies of my service ticket requests that are still pending within their system.

  Business Response

  Date: 10/30/2024

  A specialist has been assigned to contact the customer and follow up with this case via email to get resolved **** and ensure satisfaction. We will proceed with replacement parts, unfortunately, the labor coverage (5 years) is expired on this unit.

• Initial Complaint

  Date:10/21/2024

  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.

  I have a defective electronic keypad on my safe. there is supposed to be a lifetime warranty on parts. I have attemped to call multiple times.I did talk to ******* ******** once. he requested pictures and serial number from my safe. those were sent to the cannon support email address. i have 5 service tickets at this point from each phone call and have never heard back from anyone ticket *****, *****, *****, *****, ***** i would like to be able to access my safe as soon as possible.

  Business Response

  Date: 10/26/2024

  A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

• Initial Complaint

  Date:10/21/2024

  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.

  I purchased a Cannon Gun Safe from Tractor supply. I went to check and noticed the front electronic keypad flashing yellow. I thought it was a dead battery and changed it out for another designated 9v. The safe continued to flash yellow and not accept any key input. I took the 9v out of the keypad and let it discharge for hours and then put the 9v back in, where I found the keypad to work but only for about 30-60min. I proceeded to reach out to Cannon Safes on their website and submitted an open ticket with the attached pictures. They claimed to have a *****hr response time. I did not hear from them and attempted to call the company number. It also logged this call in the ticket system and I was on hold for over 20 minutes with no answer or time frame response. They have still yet to contact me. After doing some digging I have found that they do not respond to anyone and apparently are not warrantying any of their products. At this time I will have to reach out to a locksmith to replace the keypad on my safe and will be looking for a turn style lock to avoid failure.

  Business Response

  Date: 10/26/2024

  A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.