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:09/13/2024

  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 Cannon Shield series safe that Ive been having since approximately 2017. I secured some valuables in it prior to leaving for vacation and upon my return, attempted to open the safe to no avail. It appears as if the internal locking solenoid failed (on the inside of a locked safe). I contacted Cannon's customer svc and was given several troubleshooting suggestions to try which were attempted and failed to open the safe. I then called a locksmith to open the safe as a last resort. The locksmith also made several attempts to open the safe by following the guidance from Cannon with no success. Ultimately, the locksmith had to drill the safe to gain access. I was charged $348 for the locksmith to drill out the internal locking solenoid to gain access into the safe. According to the website and speaking with Cannon personnel, the safe's lifetime warranty only applies to fire, flood, or attempted theft/entry damage and they do not warranty the internal locking mechanisms. How can you warranty the safe from damage/theft, but not warranty the internal locking components that are prone to fail? They did offer to send the replacement parts, but it defeats the purpose of installing replacement parts on a safe with holes in the door compromising the integrity of the locking system.

  Business Response

  Date: 09/13/2024

  Reviewing the case, we have confirmed all troubleshooting steps were exhausted and according to the notes, the safe was bought on 2017 which means it is out of warranty, after the 1-year period, we only cover shipping replacement parts. 

  Electronic and mechanical locks carry a one-year warranty for labor and a lifetime warranty for parts. Please see more details about our warranty at ***********************************************

  We sincerely apologize for the inconvenience.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22282032
  
  I am rejecting this response because: Though the electronic lock has a year warranty and covers replacement parts coverage; when an internal lock fails, how is a safe owner supposed to replace these failed internal parts if the safe is locked without damaging the safe to get to these parts? Additionally, how is the cost of a locksmith not covered under this warranty to get the safe open to replace said failed parts?
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 09/18/2024

  We understand you would not agree with the warranty, but it is clearly stated. Labor is covered for 1 year for the electronic lock, the parts are lifetime warrantied to be replaced. That is why we can send you the parts. We can make a one time exception and offer to pay for half of the locksmith expense.

• Initial Complaint

  Date:09/09/2024

  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.

  Own a safe. We had a broken part (keypad and board) and requested a warrenty replacement part on June 29th. It arrived broken packed only in an *** bubble mailer. Reported the problem and requested for it to be sent in box on July 9. That part again arrived broken in a padded mailer. Again we asked for a for it to be shipped in a box so its not crushed in a padded mailer. July 19-again arrived in padded in envelope broken. Asked and was assured a note would be added for parts sent in a box. August 13 -not only did it arrive broken, but no key pad arrived , only the boardagain in padded envelope broken. So not only broken but not all the parts I need. Four requests, and 9 weeks later all they are sending are broken parts, not in a parts box nor in a mailing box. You cant send electronic parts in a bubble mailer. They were told 3 times to use a box and refuse to do so. They are not upholding the warrenty. We request a working keypad with the electronics asap. The keypad and board need to arrive unbroken in a boxnot an *** padded mailer. Pictures of the bubble mailer and broken pats were provided to the company each time they arrived.

  Business Response

  Date: 09/10/2024

  Thank you for your feedback as this is very important for us to improve. It is odd, because this is the way we ship out those parts and have not had issues with the packaging. We are sending the parts in a box and adding extra protection. This is the *** tracking #1ZA836D30372214770. It will be picked up tomorrow, so you will see updates until tomorrow afternoon. Attached is a picture of the package, you can confirm we used a box and it is filled with bubble for extra protection.

   

   

• Initial Complaint

  Date:08/21/2024

  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 a Cannon Armory safe about 2 years ago, never had issues with it. Three weeks ago the keypad started beeping like it needed a new battery. I put a brand new battery in it and the keypad is still not working. I can't put the code in it and it flashes a yellow light. I finally was able to speak to someone about this issue and after the second email I sent to them with the required pictures and video, I haven't heard a thing from them. I have called 4 more times in the last 3 days, put my call in the que so I didn't have to wait in the phone all day. I received the automated call back just to tell me my call was removed from the que. I just want to have my safe fixed, I spent alot of money this oversized paper weight I now have. Thus treatment to me as their customer is highly unacceptable and I can say without a doubt I will never give them any money in the future. There needs to be a way for the consumer to be able to speak with a person that is willing to help, and most importantly keep the customer involved with their/my expensive purchase we/I have made to them.

  Business Response

  Date: 08/27/2024

  Thank you for reaching, your feedback allows us to continue improving. We apologize for the delays, we are going through a change in our ticketing system, this includes our telephony as well. We are having some challenges but we are confident that once we work through the complete configuration, it will improve our Customer Experience. We submitted an order (order #SO000578751) for you and is planned to be shipped out tomorrow. We will share the tracking information as soon as we have it. We appreciate your patience while we are going through this process and once again apologize.

  Customer Answer

  Date: 08/27/2024

   
  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:08/15/2024

  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.

  Purchased a new cannon 64 gun safe 9 months ago and the keypad went bad on it stopping access to the safe as intended. Reached out to cannon and spoke with a *** who emailed me asking for photos of the safe and the serial # etc. Said that he'd get the new part out immediately and respond with info and how they knew these locks were bad and they were supposedley quarantined and they are ***lacing all of them. A week later nothing, then I emailed a few times with no response. I call again and get no call back so I went to social media and messaged them there and finally got a response and a promise to send it out ASAP. another week or so go by and nothing. Messaged them again and get a tracking # for a package that's never been sent or picked up in a week yet again.

  Business Response

  Date: 08/15/2024

  Thank you for expressing your concern. This enables us to review and improve our processes where needed. We have shipped the parts that are required to be replaced as stated in our warranty. We have shared the tracking information through our ticketing system.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22145748
  
  I am rejecting this response because: 

  I was also told that materials were sent on 7/29, but those never arrived nor did the rep *********************** ever respond regarding this as promised both over the phone and via email.

   

  The materials to repair this have yet to be recieved still even though you sent tracking numbers. And until I recieve the correct parts and ensure these items repair the issue at hand I will be keeping this open. 

  Had this been handled properly and without lying to me several times I would not have opened a BBB complaint.

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

  Business Response

  Date: 08/16/2024

  Thank you for your response, but we have a tracking number with a delivery date of 8/17 in the carrier website as you can see in the attached file. This has been provided to you via your ticket.
  

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22145748
  
  I am rejecting this response because:

  I see that, but until the parts are recieved and confirmed they fix the issue I am not closing this. 

   

  if they in fact arrive tomorrow and fix the issue I will close the complaint. 

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

  Business Response

  Date: 08/20/2024

  Hello, we can see that the parts arrived on Saturday, according to the *** tracking information on their website. This will rectify the issue. It is important to mention that you do have access to your belongings due to having the key option to unlock the safe.

  Customer Answer

  Date: 08/21/2024

   
  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:07/22/2024

  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 have a safe I have purchased and registered for warranty. I have currently been locked out of my safe for over a month I have been in contact with the company daily for a resolution I have a case number ******* I have over 20 emails back and forth with the company and no resolution. My last email I received I was asked to drill into my own safe myself because they were not able to locate a locksmith in the area. I called the surrounding area and talked to a local locksmith that does warranty work with the company and they had informed me that they had not been paid for past warranty work in a timely manner I believe that the gentleman said he hadn't been paid for work he previously did 6 months ago. I just want my safe opened and the warranty honored it has been over a month and I have not been able to get the contents of my safe out. I will be happy to forward all email traffic with our conversations if provided an email address. I just want the safe open.

  Business Response

  Date: 07/25/2024

  Thank you for reaching out. We had some challenges finding a locksmith to assign the job to. We have now found one and have shipped the parts needed for the repair. We will keep you updated on the ticket.

  Customer Answer

  Date: 08/06/2024

  My safe was taken care of today after 2 months of back and forth with the company they have filled their obligation .thank you for helping me open up their eyes to helping  their customer with warranty issues and getting it resolved. I truly believe if I didn't involve the better Business bureau my complaint would have never been handled.

  Customer Answer

  Date: 08/08/2024

   
  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.

  Consumer

  Most Recent Message

  Date Sent: 8/6/2024 4:56:44 PM
  My safe was taken care of today after 2 months of back and forth with the company they have filled their obligation .thank you for helping me open up their eyes to helping  their customer with warranty issues and getting it resolved. I truly believe if I didn't involve the better Business bureau my complaint would have never been handled.

  
  
  

• Initial Complaint

  Date:05/20/2024

  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.

  Electronic control panel malfunctioned and I contacted cannon to beginning the process of replacing under warranty, after daily calls with different employees telling me the replacement part was on order, 2 weeks later it still isn't. ***************** is non existent, I was completely dismissed by one employee who refused to give his name, what a terrible brand.

  Business Response

  Date: 05/21/2024

  Thank you for allowing us to respond, as **************** is very important to us.
  We apologies if our processes seem long to you, we will work on improving them to shorten times. I have great news, we have shipped your parts and they are on their way. We have sent you the tracking information via email through your case.
  Best regards,

• Initial Complaint

  Date:03/21/2024

  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 gun cabinet from Tractor Supply. It did not have a key. I got the contact info for the manufacturer. After attempting to get a key for several months I still have a gun cabinet I cannot get into.

  Business Response

  Date: 03/25/2024

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

  Customer Answer

  Date: 05/05/2024

  Still no key. Finally received a form which I cannot print out.

  Business Response

  Date: 05/07/2024

  To proceed with your request, we require the form notarized as this is our standard procedure when requesting replacement keys and it is part of our security purposes, we sincerely apologize for the inconvenience.

• Initial Complaint

  Date:03/21/2024

  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.

  Electronic lock quit working. Safe is couple of years old supposed to have a lifetime warranty but customer service is pretty much nonexistent. Ill have to cut the door off to access my guns. A lifetime warranty is useless if the seller doesnt respond.

  Business Response

  Date: 03/22/2024

  Thank you for raising your concern, it is very important for us to provide excellent ***************** We have contacted you for assistance and it seems you have already had the safe repaired. Our warranty states that in the case of Electronic Lock failure, parts are covered under the lifetime warranty, yet any labor is only covered for a year. However, we would like to help you with the invoice. Please provide it as requested in your ticket so we can review and determine how we can help you, either with partial or entire cost.
  
  Best Regards,

• Initial Complaint

  Date:03/19/2024

  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.

  This complaint concerns our Cannon Safe, Model # TS 5940-60, Serial # C ******. This safe was sent to us by Cannon in either 2016 or 2017, after our previous Cannon was irreparably damaged in a regional flood (we had 19" of water/mud in the house).Sometime in January 2024, my husband changed the battery in the lock of our safe. The next time I tried to get into the safe, I noticed that the handle on the lock was not engaging correctly and was difficult to open. On 2/14/24, I first contacted Cannon about it and sent photos and a video of the lock. The woman I spoke with told me the pictures/video showed we were missing the lock s**** (I do not know if the s**** fell out when my husband was changing the battery, but I have not been able to find a s**** in that closet.) I was assigned Ticket # *******. Due to my strong spam filter, I did not find the response until 3/6/24. I contacted Cannon again on that date and was re-assigned Ticket # *******. I have exchanged emails with two different people since then, but neither one has followed up on our request for the all-important lock s**** On 3/11/24, the lock wheel completely stopped working, and I have been unable to get into my safe since then. I contacted Cannon almost every day (except weekends) since then and have had absolutely no response.I NEED to get into that safe. It holds everything of value in our home, including important legal and personal paperwork which I need to access. We NEED that s**** for the lock! In reading the manual online, I see also that we should have been given a key for that lock as well, which we never received. So not only do we need the s**** for the lock, we also need the emergency key. I will gladly send you all of the correspondence I have sent Cannon to date, including photos and a video of the safe and lock.PLEASE help us get action from Cannon!!! They are not listening to us!Thank you,******* (and ******) ******

  Business Response

  Date: 03/21/2024

  We sincerely apologize for the inconvenience; this is not the experience we strive to provide to our customers. A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21453815
  
  I am rejecting this response because:

  I do not find this solution acceptable.  According to the email I received, they have submitted a request for the s**** I need to unlock my safe and gain access to its contents.  However, they cannot tell me how long it is going to take for that s**** to cross the Mexican border due to "customs border traffic", and it may take up to 7 days for it to even be shipped from the manufacturer there.  This is totally unacceptable!  I have been begging for a s**** since February 14 - almost two months ago.  I find it unbelievable that Cannon does not have immediate access to that s**** somewhere in the U.S.  I needed that s**** weeks ago to access important documents in my safe.

  Please do not close my complaint.  I still to do not have redress of my problem.  Thank you!
  
  Sincerely,
  
  ****** (and *******) ******

  Business Response

  Date: 03/29/2024

  The tracking information has been shared via email, the *** is April, 2nd.

  Customer Answer

  Date: 04/04/2024

   
  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.

  The much-needed s**** (and three spares) arrived on Tuesday, April 2.  We were able to successfully install the s**** into the lock and open the door to our safe.
  
  Sincerely,
  
  ****** (and *******) ******

• Initial Complaint

  Date:03/18/2024

  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 contacted Cannon Security Products to see if we could resolve an issue with a safe at our Church. I was not able to talk with a representative about the issue but had to do it through emails. When they finally told me what parts I needed to replace they told me that they would only accept payment through PayPal. I do not utilize PayPal. They would not accept payment by any other means. After finding someone that could help me make the payment they started adding a bunch of hoops for me to jump through. Through this process I have been given the run around. I would just like to get this issue resolved. We have made the payment but they dont act like they want to send us our parts.

  Business Response

  Date: 03/20/2024

  We apologize for the inconvenience. We were unable to find the payment in our system, we will submit order and provide reference number via email right away.

  Customer Answer

  Date: 03/22/2024

   
  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,
  
  *************************