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:10/12/2024

  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 safe late last year. It is a Cannon safe. The pin pad will not respond and just beeps. I have attempted several times to contact the Company. After being on a "call back" list several times....I.have received no contact. The safe needs fixed so I can access my valuables

  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:10/10/2024

  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 bought this safe new from Boomgars, I brought the safe home. safe door doesnt open after arrival, contacted the company that makes them (Cannon) they said they would send out a lock ***** as agreed upon, it has been over a month now that the safe has sat in my living room, I can not return it now that it has been over 30 days, nor have I heard from cannon safe about the locksmith. It was agreed that I would have a locksmith come out and open it but yet to hear when the day is supposed to be now I can not return the safe to the original purchase place ( Boomgars) it is a $1499.99 + tax safe. I dont understand why they cannot send me a replacement or get back with me on the locksmith they are to pay for to open this safe I have never used. Im sure they would have taken care of their wholesaler. But now it is my hands and I have not heard too much. **************** has been good on response up until they said a locksmith was to come I have my original safe, that is a cannon that I love and have had no problems with that is why I bought a second safe that is a cannon. I have 4 children that I can not let get ahold of any firearms this is why I purchase safety equipment. If the safety equipment dont work then I am held liable, in turn I believe cannon safe should be liable as well, for not having a product that has not worked since day one! They have not stood by there warranty yet, I believe if sending me a replacement would be easier faster and safer they should do that. Life is priceless, life is irreplaceable, you dont get a second chance to do something right! I am beyond disappointed for a company I have always loved and stuck up for. This may be the last cannon safe I buy due to safety and irresponsibility on there part, all the money I have sitting in my living room I cant use, let alone the space it is taking up waiting on the word back from them for a locksmith for a product that is BRAND NEW!! I am giving them this chance to make this right!

  Business Response

  Date: 10/18/2024

  We sincerely apologize for the inconvenience; this is not the experience we pursue to provide to our customers. We will investigate this odd situation, meanwhile, we have assigned someone to contact you and provide the latest update on your case. Here at Cannon Security Products, we strive for continual improvement of our products and services. We appreciate your feedback.

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22404202
  
  I am rejecting this response because:
  I do not live in *********** where you have sent replacement parts and or a lock ***** I live in ********** ****** so this will never help me that is a 14 hour drive they will never drive that far!!!!! I live in a small town it has been 2 months, tracking number 1ZA836D30372506839 by ***** was delivered on October 23, 2024 still no word from lock *****, I again agreed upon a locksmith or a new safe but neither has reached out to me, I have a $1500+ tax safe sitting in my living room being a 600lb paper weight, I have 4 kids, a cannon 42 gun safe full, and now guns sitting in my closet because I cannot get into my 72 gun safe, I am thinking I wasted my hard earned money on a product I was willing to stand by because of dependability and customer service, I have never had a problem with cannon sages they have always been good but now I have a problem and they are slow and dont care, I guess they only care to sell there products one time then whatever to the customer, I hope they stand by their warranty because I am one the is life time or never again and I will tell everyone else never again! I have stuck up for them for six years recommending to anyone and every one but if they dont do what is agreed ( locksmith or replacement) I will tell everyone that they are a waste of time and money to buy a better product with better customer service.
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/02/2024

  We sincerely apologize for the confusion, it was an agent mistake, entering the wrong tracking information. It seems the parts got delivered already. It is now up to the locksmith and his agenda to contact the customer and setup an appointment to get the safe repaired. 

• Initial Complaint

  Date:10/10/2024

  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.

  I purchased a large standing Safe through the a retailer I was suppose to have 2 keys but never received them been trying for years and again the last 2-3 weeks. I sent all they requested as well as my contact information but no response no one answers there phone or emails?! I just want the 2 keys granted with the purchase. As I am locked out of my safe now do to low battery.

  Business Response

  Date: 10/16/2024

  We apologize for the delay, we have submitted the replacement order for keys, the order is scheduled to ship next week, in the meantime, here is the tracking #************ via ******

• Initial Complaint

  Date:10/09/2024

  Type:Customer Service 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 bought my Cannon Safe from Academy in ********* due to the price but more so because Cannon offered a lifetime warranty. I have never had any issues having access to my safe and content inside. Around July 2024 I went to open my safe and the mechanism would not accept my code. After several attempts, I reached out to Cannon **************** for assistance. They requested I send a ***** second video attempting to open the safe and the mechanism not working correctly. Cannon reached out again via email asking for the dimensions of the safe. They informed me they were contacting a locksmith to take a look at my safe and they were sending a package for the locksmith to fix the safe issues. Another week went by and no communication with Cannon Safe *** I sent an email to Cannon asking for an update. They again, asked for the dimensions of the safe and stated the locksmith would reach out soon. This process took another three weeks. The locksmith finally reached out to schedule a time to come look at the safe. The locksmith brought the plans sent but it was determined they sent the incorrect plans. I have a three-prong mechanism and a four-prong plan was sent. The locksmith reached out to Cannon about the wrong plans being sent. Cannon sent another set of plans and had the locksmith drill holes in the side and front of the safe hoping to gain access. This did not work. The locksmith reported this to Cannon. another month went by with very little communication from Cannon Safe *** Finally, the locksmith contacted me and we were able to drill into the mechanism to force the safe open. This was a three-month process. I now own a safe that has multiple holes, does not lock, and is no longer able to secure my valuables. I want Cannon Safe *** to refund my $800 spent on the safe so I can purchase a new safe with a company that will stand behind their warranty. Word document attached with email correspondence but photos would not upload.

  Business Response

  Date: 10/25/2024

  A supervisor has been assigned to contact you and follow up to ensure satisfaction.

• Initial Complaint

  Date:10/08/2024

  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 door will not close. There is an issue at the hinge. Ive called, waited on hold for an hour. Use the call back feature and I get a call 24 hrs later saying the call back is canceled. I was contacted by the business and I was out of state. They stated theyd return the call 10/7 to which they did not. You can say anything you want but do t believe the lies they tell. Really disheartening to think that theyd act like they are there to support you but really arent.

  Business Response

  Date: 10/16/2024

  We apologize for the delay, it seems there is current communication with the team on case ##*****, to get a resolution. We will provide more updates via email.

• Initial Complaint

  Date:10/08/2024

  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 Safe close to 3 years ago. The keypad has already gone out twice. They sent a replacement keypad the first time. That one lasted a little while and quit also. I contacted them again for a replacement. I was told they would replace the keypad as well as the motherboard this time. That was 2 months ago. Still no parts. I've called numerous times and left my number in que for a callback. not one callback. They're impossible to reach via phone or email. Worst customer service I've ever dealt with.

  Business Response

  Date: 10/16/2024

  According to the tracking information, it seems the order was delivered on October 9th.

• Initial Complaint

  Date:10/08/2024

  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.

  Aug 29th I called Cannon and told them the safe would not open this is the 3rd time. The previous times I have replaced the keypad once and the inner lock twice, this time it will not open. I sent a video of the battery and me trying the combination so they can hear the lock trying to open in the door.The support team responded after a week or so with questions about clearance and drilled and repaired and timeline, which I responded to there questing's.After that I received no other response other than than me reaching out by email to customer support 2 or 3 times with no response by email. I have now had a locksmith drill my worthless safe so I can get inside.I want Cannon to reimburse and then repair.

  Business Response

  Date: 10/16/2024

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

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22386966, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Richard Trezza

  Business Response

  Date: 02/27/2025

  We sincerely apologize for the delay, our AP Team has provided check number and ***, this information has been shared with the customer via email.

  Customer Answer

  Date: 03/10/2025

   
  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:10/04/2024

  Type:Customer Service 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.

  Inside support column and connecting shelve is broken and I need a replacement. I have created two tickets for this issue with supporting images/photos in addition, sat on hold for hours waiting to speak with a customer support rep. **** ways have not yielded any success or response from the ************ are the support tickets I opened:#***** #*****

  Business Response

  Date: 10/04/2024

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

• Initial Complaint

  Date:09/30/2024

  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 an issue with the safe door not closing correctly. Tried calling for service. Nobody ever answers the phone and when you choose a call back, they call 2 days later with a recording that youve timed out and to call again. Provided no service.

  Business Response

  Date: 10/04/2024

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

  Customer Answer

  Date: 10/21/2024

  Unfortunately I mustve missed where you were looking for a response from me. 
  

  latest info: the company did reach out to me and looked into the issue. They are warranting the safe and Im waiting 6-8 weeks for the new safe to arrive. 
  

   

• Initial Complaint

  Date:09/18/2024

  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 two cannon safes on one of them the electric keypad has failed and I need a replacement. I have been calling and emailing since July, it is currently The middle of September and they have never answered their phone nor responded to my emails. I am fine with buying a new keypad even though they have a lifetime warranty as long as someone would answer I would be very happy

  Business Response

  Date: 09/18/2024

  Thank you for reaching out. We apologize as we only have one request from you from 2 hours ago. We will ensure that your request is being addressed immediately.

  Customer Answer

  Date: 10/13/2024

  Cannon reached out, I made an account on their site and sent them all of the information. Yet they still have not done anything and are no longer responding. I have attached my email correspondence to this message 

  Business Response

  Date: 10/25/2024

  We apologize for the inconvenience, it seems there was a confusion with the cases being mixed up. We have submitted the correct address to the correct order to the correct case, as soon as we get tracking information we will provide it via email, we appreciate your patience.