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:06/13/2023

  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.

  My safe has began to rust under the paint. Tried to claim warranty and was denied so there lifetime warranty isent a lifetime warranty. **************** was horrible was hung up on several times. Would not recommend will not buy from them again.

  Business Response

  Date: 06/13/2023

  It seems there is confusion in regard to our lifetime warranty. This Cannon Safe does carry a Lifetime Warranty for residential use, and it covers defects in workmanship and materials as well as damage by attempted break-in/actual break-in, natural flood, and fire, however, the paint is only warranted for one year and it is based on proper care and environment. According to the serial number reported, the product was never registered in our records and it was produced on February 2021, unfortunately, this safe does not apply to the warranty. I apologize for the inconvenience.
  
  Feel free to check the warranty on our website:
  
  ***********************************************

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20177288
  
  I am rejecting this response because:
  The paint is not the issue the rust under the paint due to poor workmanship on cannons part is the issue at hand. I did register the safe and I purchased it in 2022so Im not liable for the time it takes a company to sell a product from the date of manufacturing.
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20177288
  
  I am rejecting this response because:
  The paint is not the issue the rust under the paint due to poor workmanship on cannons part is the issue at hand. I did register the safe and I purchased it in 2022so Im not liable for the time it takes a company to sell a product from the date of manufacturing.
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20177288
  
  I am rejecting this response because:
  The paint is not the issue the rust under the paint due to poor workmanship on cannons part is the issue at hand. I did register the safe and I purchased it in 2022so Im not liable for the time it takes a company to sell a product from the date of manufacturing.
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20177288
  
  I am rejecting this response because:
  The paint is not the issue the rust under the paint due to poor workmanship on cannons part is the issue at hand. I did register the safe and I purchased it in 2022so Im not liable for the time it takes a company to sell a product from the date of manufacturing.
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/14/2023

  Based on the serial number, there was no registration found in our records related to this unit, also there was no proof of purchase provided during the interaction, we cannot proceed with the claim if we cannot confirm the date of purchase. Unfortunately, the rust can be present if the safe's environment is not the adequate, specially in a state where the levels of humidity are very high. We are sincerely sorry.

• Initial Complaint

  Date:06/12/2023

  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.

  Purchased a Cannon 64 gun safe from Tractor Supply. After less than 2 years the locking mec(Rotolock) jammed and would not disengage to allow the levers and bolts move. Hired a professional locksmith and before he began he contacted Cannon safe support to get the correct drilling points as the electronic system would not activate. After drilling the exact points on the safe as directed, the safe would still not open. **************** again stated that this was the only way to drill at these exact points. He offered no other solution and stated that was all he could do. This left the locksmith no other choice but to cut into the actuator bar to release the locking mechanism as the Rotolock was jammed and faulty. Cannon refused to replace the safe as the locksmith had to open by Cutting the actuator bar. There was no other way to open the safe and Cannon knows this, thats why there drill point instructions are only 2 points that will not work if this happens. I requested a replacement and or partial refund as I live in ******* and hurricane season began. I had to purchase another safe to keep my belongings in safely. They continue to deny fault or faulty equipment. This is noted on the internet hundreds of times and its because of a $10 Rotolock problem costing consumers $1500 or more in a failure gunsafe. Im requesting reimbursement for my purchase or at least partial for my new safe.

  Business Response

  Date: 06/13/2023

  After reviewing the case, I would like to explain what happened using the images already included in this portal, on IMG_6912, it seems the drill point was applied on the correct spot, (the opposite side where the cut was made), however, during the locksmith call we advised this safe had a hard plate, which is one of the most important features of a safe. If the locksmith had the right tools to work on the hard plate, they would have also drilled the lock but the images IMG_6915 and IMG_6916 show the lock was intact, the drill bit never hit the lock, therefore, we consider the locksmith did not perform the job correctly which caused to make the cut on the door that we did not approve. Unfortunately, this safe is out of warranty, and we will not be able to assist due to ************** negligence in making the job incorrectly. We sincerely apologize for the inconvenience.

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20174130
  
  I am rejecting this response because:

  the locksmith drilled where he was instructed by Cannon technicians and it did not result in the issue being resolved. This is a common occurrence and is unacceptable when you pay as much for a product expecting quality and actually have substandard parts. Im only requesting some type of reimbursement as I had to purchase another safe to secure my weapons and important documents.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/14/2023

  Unfortunately, the locksmith did not use the proper tools to drill where we instructed him even when we mentioned there was a hard plate there, this is why the drill bit never hit the lock. We have used this drill point for this model before since it came out and we have not gotten any issues related to this, specially when the lock was not even hit by the drill. The action to open it by making a cut on the door was never approved by our team, therefore, this warranty has been voided. We cannot proceed with this warranty claim. 

• Initial Complaint

  Date:05/31/2023

  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 contacted Cannon Safes a half a dozen times. I have sent videos and pictures verifying what they have asked only to get more request for other information. Nothing seems to make them happy to help get the safe open. The warranty department simply has a moving target with their requirements. Over a week and a half and still no help.

  Business Response

  Date: 05/31/2023

  We sincerely apologize for the inconvenience; this is not the experience we strive to offer to our customers. We will assign a supervisor to investigate this odd situation and follow up to ensure this gets taken care of ASAP. We understand you are traveling, so we will follow up via email to get you the latest updates.

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20098838
  
  I am rejecting this response because:   I am being told that Cannon cannot find a locksmith to open the safe.  I was also told that Cannon would send a new safe but required measurements on the current safe i have that is broken.  I find it odd that the manufacture has no idea what safe i have even after providing a serial number.  I sent the required measurements this morning and now have been on hold for that last 20 minutes with no new resolution.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/07/2023

  We were not able to find a locksmith that meets our requirements to work with, therefore, we will be replacing the unit as we cannot repair it. We appreciate you providing the measurements as this unit is an old model and for some reason, we could not find the serial in our records. Please understand our reply times might take up to 24 hrs. We will follow up via email ASAP, thanks.

  Customer Answer

  Date: 06/11/2023

   
  Complaint: 20098838
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Waiting for tracking information on replacement safe.  

  Business Response

  Date: 06/12/2023

  The replacement ********* be picked up today, the tracking information has been shared via email.

• Initial Complaint

  Date:04/19/2023

  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 purchased a Cannon safe from ****** on 11/11/19. Fast forward to a couple months ago and the locking mechanism on the safe stopped working. We were told by ****** to contact Cannon Safe. We filed a claim with cannon 2/22/23 letting them know the issue we were having. The company was going to send out a locksmith. We were never contacted by a locksmith so we called Cannon back and they said because our safe was in a closet they cancelled the claim not communicating with us. We were told we were going to have to open it on our own and they would send a replacement safe in 3-4 weeks due to the safe being unfixable. They sent an offer letter for a new safe. We accepted, then the agent said they sent us an offer for the wrong safe. Fast forward 6 weeks later and multiple communications later through phone calls and emails and we still have no safe. We had to spend $450 to have a locksmith open our safe so we could get out all our important documents and the customer service agent said they will not pay the locksmith fee and told us they have no shipping update on a replacement safe even though we should have received it 2 weeks ago. They are not following through on their product replacement or product warranty and they are taking no steps to make sure our belongings and family are protected. At this time, we have lost confidence that they plan to send us a new safe so we have requested Cannon pay our $450 locksmith fee and cancel the replacement.

  Business Response

  Date: 04/19/2023

  We sincerely apologize for the inconvenience. We have talked to our *************** in order to expedite this shipment, as soon as we get tracking information, we will provide it via email. Here in Cannon Security Products, we strive for continual improvement of our products and services, we appreciate your comments.

• Initial Complaint

  Date:03/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  bought this safe about a week ago,found reminents of what looks like concrete in the safe, called cust serv ***** aid it was normal . i have 4 safes from various manufactruers including a stack on brand and none of them have reminents of concrete. i hooked up led lights inside now i see like coming out of a gap in top and bottom right corners. for a fire rated safe i have never seen this. i spoke to a cust serv rep who said this is normal, because the safe is made in ******. I did not understand that statement so i questioned why that had to do anything with it and she got snooty. i asked for a supervisor, she refused and told me to just hang up and get another rep to help. so i hung up. i got another rep named *** he said the same thing going as far to say once the safe hits a certain temp in a fire the safe door will expand and fill in that gap, which makes no sense since it is steel and with the heat and smoke going into safe in a fire everything would be damaged prior to it sealing. this companies Cust serv is BAD!!

  Business Response

  Date: 03/14/2023

  We sincerely apologize for the inconvenience, this is not the experience we seek to offer to our customers. A supervisor has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19579674
  
  I am rejecting this response because:

  There are several complaints on the internet that Noone responds back, and this issue is prevelant there are several forums that have people with the same issue. Which is a fire rating and prying  open safe concern, and Noo one in any forum has gotten resolve or been contacted after stating there will be. Someone from some security products contacted me asking for pictures that I have already sent, and they stated they need to contact quality control and see why this happened, yet delaying it more. No satisfaction there
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/15/2023

  We are still reviewing your case, as soon as we get a resolution, our supervisor will contact you. Unfortunately, we do not support any forums, however, we address all cases we receive through our *************************** and we currently do not have any pending resolution on a similar case as yours. We sincerely apologize for the inconvenience. Here in Cannon Security Products, we strive for continual improvement of our products and services, 

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19579674
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  I get you do not support any forums, but that does not mean there are not unofficial forums out there and that the problem I am having does not exist. 

  Per the few people on forums complaining about same issue I had specifically  the large gap in upper and lower part of the door, they were pretty much told the same thing I was told by customer service. One of the people even mentioned they sold the cannon safe due to lack of quality, and bought a different brand. I am starting to sway that way myself. I have not heard back from anyone regarding this. 

  Business Response

  Date: 03/17/2023

  We appreciate your comments and concerns, we will forward your feedback to our ***************** and other cross-functional areas in order to focus on this situation. 

• Initial Complaint

  Date:01/30/2023

  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.

  My safe lock stopped working in December. I contacted Cannon *************) December 21st speaking to *************************** who said a new lock would be shipped within **** days. On 12/29 I replied to **** requesting status. I received a reply from **** 12/30/22 stating, "We have some delays as it is end of the year, but once we have tracking for your order we will email it to you dirrectly". I never received that email. I followed up 1/13/23 via phone and spoke w/******* who told me the lock would ship within the week and I would receive an email with tracking. I never received an email with a tracking number so I called 1/19/23 and spoke with ***. She said there was no tracking available yet. I called 1/26/23 for status and spoke with *********************** who stated the ***** shipping label was created 1/24/23 and the lock would arrive by 8pm, then she emailed the ***** tracking number. I checked ***** tracking 1/26/23 at 10pm which showed the label had been created but the package had not been received by *****. I called 1/27/23 and spoke with **** again who had no answers. I requested to speak with a manager and she said a manager would call me. *** from Cannon called me and upon discussing the order he told me the warehouse is in ****** and the package had to be delivered to the ***** office in *********. I expressed my frustration in that the label was created January 24th and it doesn't take three days to drive from ****** to *********. He continued to repeat the process. I told him I was filing a complaint with BBB so corporate could respond. VERY FRUSTRATED!! In the meantime everything in my safe has been unsecured for the last six weeks!

  Business Response

  Date: 02/02/2023

  We sincerely apologize for the inconvenience; this is not the experience we seek to offer to our customers. It seems the parts have been delivered, however, we would like to make things right and send you a token of appreciation due to the issues this might have caused. Here in Cannon Security Products, we strive for continual improvement of our products and services. We appreciate your feedback.

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18940021
  
  I am rejecting this response because: I received a replacement lock 1/30 which is made of cheap plastic, more like a child's toy. The front keypad is adhered crooked allowing you to see the inside of the lock. The replacement lock will not work with my safe.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/07/2023

  Unfortunately, we do not have an inventory of the **** locks anymore since some time ago as they are discontinued, we changed lock suppliers approx. ***************************************************************************************************** case old safes require new parts. Our manager has followed via email with additional instructions or alternatives to correct the issue.

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18940021
  
  I am rejecting this response because:  The lock sent to me was a cheap, plastic piece of junk that won't even work on my safe. I have requested they replace the lock with one of comparable quality and value but they denied the request.

  I want to speak with the owner of Cannon Safe, **********************

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

  Business Response

  Date: 02/09/2023

  Unfortunately, this safe was produced in **** and the parts used then are not available anymore, the lock and keypad provided are fully compatible with the safe's setup, locksmith assistance has been offered but denied by the customer. Please also take into consideration that the plastic keypad is only the gateway to communicate with the lock, so the material of the item will not compromise the safe's internal protection.

  Business Response

  Date: 02/15/2023

  We would like to provide additional support, unfortunately, we do not carry those locks anymore. We meant discontinued as in our processes, we do not use those lock types or brands in our safes and as the warranty states:
  "Electronic and mechanical locks carry a one-year Warranty for labor and a lifetime Warranty for parts. If at any point Cannon Safe **** changes components, the current component being used will be sent as replacement." Please visit our warranty in the following link: ***********************************************

  We sincerely apologize for the inconvenience, but the replacement parts have been provided, it is up to the customer to decide whether they use the provided parts or get a different of their own choosing.

  
  

• Initial Complaint

  Date:01/17/2023

  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 it 12 Feb 2012 for $104.99 w/tax. I don't have the receipt, but I entered in Quicken when I purchased it.

  Business Response

  Date: 01/18/2023

  A specialist has been assigned to contact you and follow up with this case to assist you.

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18816634
  
  I am rejecting this response because: I need a cost-free way to get into the safe to retrieve a loaded firearm.  At this point the firearm in the safe is worth more than the safe was worth when I purchased it.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/24/2023

  We apologize for the inconvenience. We will contact the customer right away to provide additional information regarding this request.

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18816634
  
  I am rejecting this response because: The manufacture's response is to drill in to the safe at a specified location. Not knowing where in the safe the loaded firearm and the box of ammunition is I did not want to drill into either.  Since the safe is no longer useful I chose a different plan.  Please see picture.  I was able to retrieve both firearm and ammunition without damage to either.
  Due to the problems I have encountered with this product I will caution anyone I know not to purchase any product from Cannon Security Products, LLC without first checking the bbb.org.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/17/2023

  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.

  When I purchased safe in 2020 there was a sticker on top corner of door when I gently pulled off paint came right off, not a huge deal as I had just wrestled this heavy safe into place, fast forward to now all the paint is peeling and falling off door, looks awful. Called and received zero help

  Business Response

  Date: 01/18/2023

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

• Initial Complaint

  Date:01/06/2023

  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 bought a safe from Cannon. We had a break in and our safe was damaged badly. We reached out to Cannon and file a claim with them to have our safe replaced but they said they could not replace it. Even after sending a police report, and pictures of the damage. We received an offer to replace the safe and we accepted it but 14 days later we are told they can't replace it. We specifically bought a safe from Cannon for it's Lifetime Warranty. Please, we would like to have our safe replaced.

  Business Response

  Date: 01/11/2023

  Unfortunately, this warranty request was declined as the police report stated the burglary occurred in a business. Please see part of the warranty which states the lifetime warranty for residential use:

  "The Cannon Safe carries a Lifetime Warranty in residential Use. This Warranty covers defects in workmanship and materials as well as damage by attempted break-in/actual break-in, natural flood, and fire. Commercial or industrial applications carry a one-year warranty against defects in workmanship and material."

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

• Initial Complaint

  Date:01/03/2023

  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 safe from ****** approximately 7 years ago. All canon safes come with a lifetime warranty especially against break-in with a full replacement. Approximately 3 to 4 months ago my home was broken into, along with my safe that was damaged. I contacted Cannon safe and this is where the nightmare began. They repetitively tried to offer me products that were completely inferior as they claim that no replacements were available. At the time they were unwilling to upgrade from what I currently had, even though I was asking nothing more than a commensurate product with the same features. Once they did finally deliver a new safe, it was absolute junk and should have never gone out to the public. Not only was the lock on the safe broken, but the safe was inoperable due to faulty locking lugs that squealed so heavily when trying to open and close that it took roughly 30 pounds of pressure to get the dial to turn. The inside of the safe where the power supply was supposed to sit was inoperable due to inferior construction. Most importantly, the safe was boxed up and sent to me and had absolutely no serial numbers on it. Every Cannon safe has a serial number on the top right corner of the safe. It cost me $400 to move this into my house and that's when I discovered all of the problems. Upon contacting canon safe, the problems became even worse. Once again they wanted to offer me an inferior product if there is such a thing to a safe that is complete junk. It was also going to cost me an additional $650 to not only remove the piece of garbage that they sent me but to have the new one moved into my house. Cannon safe refused to accept any monetary responsibility. The product that was sent to me should never have gone out there door to a consumer. No security safe is ever shipped to a customer without a serial number and in the deplorable condition that they sent it to me. Getting resolution to the problem is like a dog chasing its tail

  Business Response

  Date: 01/05/2023

  We sincerely apologize for the inconvenience; this is not the experience we seek to offer to our customers. Our Manager has tried to contact the customer to find a proper resolution and ensure satisfaction, unfortunately, there has not been any response back. Here in Cannon Security Products, we strive for continual improvement of our products and services.

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18624960
  
  I am rejecting this response because:

   

  A customer service manager called and left a voice message. Instead of leaving a direct telephone number where I could call him back in contact him or asking when is a good time that we could speak, he tells me just reply to the internet thread that I've been going back and forth on for months with a previous manager via email and he'll get the response and he will randomly call me again. So even if I did that, how do I know how long it's going to take to get to him, and when he calls how do I know I'm going to be available. Once again it's a dog chasing his **** tail. How about the guy picks up the ******* telephone and asks me when is a good time to call or gives me a direct number and asks me to call him. Everything they do in this company is completely half-assed and I'm completely sick of it. I did not respond to his phone call because I know exactly what was going to happen, it was going to lead to back and forth voice messages and me having to leave additional emails to try and get in touch with them. Pass this along to them, leave me a direct telephone number to call, or I'll let it play out with both the better Business bureau and the attorney general who's already sent them a letter as well. I've wasted many months of my time with their bull c*** and I'm done
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/18/2023

  We sincerely apologize for all the inconvenience, our response took a bit longer than usual since we were waiting to have more units in stock of the model originally offered (sovereign 60 guns safe). Our Warehouse Team has informed we do. We would like to confirm if we can start shipping this unit in order to correct this situation.

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18624960
  
  I am rejecting this response because:

   

  Once again, Canon safe is showing their utter ineptitude. They already shipped me out a sovereign 60 gun safe and I rejected it. It's inferior Chinese garbage, and the dimensions are inadequate compared to what they had shipped me before which was a damaged armory 48 model. Upon rejecting it I have already received an email from one of their managers offering me a different safe which was the armory 48. This is the same model that they had shipped me before, but as I mentioned before the product that they shipped me should have never seen the light of day in the consumer market. Broken lock, non-functional handle and bolts, unable to use the power supply due to poor manufacturing, and no serial number on the product. I was then told that they were going to start manufacturing the ay48 safe again and that they could send me another one. Upon asking them to give me the exact model number, I come to find out that they've decided to reduce the dimensions. A reasonable person would think that it would be the exact same safe that they shipped me before since they're using the same model number, but after doing extensive research I come to find out that they've reduced the size of the safe. I told them this was unacceptable and that's when I contacted the better Business bureau. this is a clown show, this company should literally go out of business. The fact that they're trying to send me another sovereign 60 safe after one was already delivered and rejected is absurd. What's even more absurd is that this is their response to the problem. What I didn't mention before when filing the complaint is that the product that they delivered me the first time which was complete garbage and should have never been sent to my home, cost me $400 to put in my house. Now to remove that safe and put another one in my house if this ever gets resolved is going to cost me an additional $650. Canon safe does not want to take any financial responsibility for the fact that they delivered me a garbage product and I had to incur monetary costs to put it in my home and now remove it. These guys need to step up and do things the right way. If this is how these people are going to do their job and run their company everybody should just quit and shut the company down. There are plenty of other safe companies out there. I'll give them another option, reimburse me the $1,050 but it's going to cost me to clean up their mess, and I'll go buy a different manufacturer safe and absorb any difference in costs moving forward. I'll be done with Canon and Canon can be done with me. But as it stands, I'm not accepting The sovereign 60 safe for the reasons that I just listed. And they should know better than to put that as their response, it's all in an email chain yet apparently they have no desire to look back at their previous actions and just keep chasing their tail like a neurotic dog
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/25/2023

  We are deeply sorry for the trouble and confusion; this is not the experience we seek to offer to our customers. We will investigate this odd situation as our previous comment had inaccurate information regarding the case. Unfortunately, we cannot proceed with the reimbursement request since our warranty does not offer that option, however, looking at other options to get the safe replaced, we found a very similar model in stock that was previously offered (AY48) including the measurements and specifications you were initially interested in. If agreed, we can proceed with the replacement and prior to the shipping we will inspect it to ensure the safe leaves the plant in pristine condition. See link below for more details regarding the offered model:
  **************************************************************************

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18624960
  
  I am rejecting this response because:

   

  So once again Cannon is providing conflicting information that will eventually lead to another problem. You initially delivered me an armory 48 safe that was junk that starts out with the serial number ay48. You then recently said that you were going to start producing and would send me that safe again because it was no longer available to me when I requested a replacement for the damaged one and I asked for the specific model number. That one also started out ay48, but as it turns out, the dimensions had been reduced down as you told me that Canon had decided to make it with a smaller depth yet somehow you're still calling it an armory 48 safe and marketing it as being able to hold the same number of firearms. Now you're offering to send me a safe which again starts with the model number ay48 and you say has the dimensions of what I was looking for that would match the first safe that was delivered to me. How can this even be possible. You said there were no more available. Then you said that your company was going to start producing them again but with the smaller dimensions. If you go to the reply that you provided to the better Business bureau you provide a link to a safe that you're now offering to me. But once again it doesn't match up. If you click on that link, the safe is not an armory 48 which would start out ay48, it's a shield 48 with a different serial number that starts out sh48. It seems like I have to constantly do your homework for you and point out all the faults in everything that you send me. So for God's sake what the h*** are you offering me? Is it the armory 48 that is now apparently being produced again with the smaller dimensions, or is it the shield 48 with the larger dimensions but a different serial number than what you would propose in this most recent response to the better Business bureau. If it's the shield 48, that is acceptable to me but for some reason I just feel that it's all going to be screwed up again because nobody on your end can seem to get things correct. On a second note there's still the matter of reimbursement for costs that I incurred due to your mistakes and the fact that you sent me product that is unfit for the consumer market. As I mentioned before, I had no problem with the initial $400 expense that it cost me to have the safe brought from the curbside delivery into my home. That's my responsibility as it is anybody's responsibility who buys the safe. But the safe that you provided me was complete garbage. So now as I mentioned to you prior, I have to pay somebody to remove the 650 lb piece of c*** out of my house and once again pay to have another safe brought into my house at a total expense to me of $650. That's not My responsibility, that's Cannon's responsibility. Those costs are only being incurred because of the problems that your company caused and no fault of my own.  So since your company cannot apparently provide me with accurate information about make model and dimensions of the safe and I'm the one who has to keep pointing out to you all of the discrepancies in the information you sent me, I would like you to give me the exact model number and make of the safe that you're proposing to send to me, and I also want to know what Camnon is going to do to reimburse me for the cost that I've incurred due to your company's ineptitude
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/30/2023

  On the previous response we just mentioned the AY48 as a reference as it is very similar to the specifications you are looking for but to confirm the question, they are different models. Unfortunately, reimbursements cannot be processed but in order to compensate your expenses already incurred, we are ready to offer our Premium safe model (TS5942BCC5B7522), you can find specifications such as: lock type, the upgraded gun capacity (64 guns), sizes (59H x 42W x 30D), price ($1799.99) and additional details in the following link:

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

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18624960
  
  I am rejecting this response because:

   

  As mentioned in my previous response The shield 48 model is fine. I don't need the premium model, it really adds nothing above and beyond what the shield 48 offers. As far as reimbursement goes your company is changing its tune again. When speaking with your manager ***, your company first said that they wouldn't pay any reimbursements. Then they said they would pay half of the reimbursements but it would take 90 days to reimburse me. Now you're saying you won't reimburse me again. It's this complete back and forth with your company that's driving me crazy. Just so you know, probably two months ago I suggested to *** about the shield 48 as a replacement and I was told that that model is not available and there's none in inventory anywhere. If you want to deliver me a shield 48 model and reimburse me for the cost that I've incurred due to your mistakes and your poor products then we can put it into the situation. As I've mentioned, I'm already eating the cost incurred to move the armory 48 that you delivered to me into my house which was $400. But I'm not eating another $650 to cover your ***** for your s**** ups
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/08/2023

  After analyzing the case, it is confirmed that half of the reimbursement was approved as an exception for this case, as long as an invoice is provided via email to ***. We have also verified with our Shipping Team, and there was a mixed up quantity with the models, unfortunately, the shield model was not part of the available models. We apologize for that. We do have confirmed the premium unit  is still available and it has been reserved for this case. It is worth mentioning that this model offers the dimensions you are interested in and includes 75-min fire protection, plus the 3-way access. We are ready to ship as soon as it is confirmed via this channel.

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18624960
  
  I am rejecting this response because:

  I truly hope the better Business bureau is absorbing just how screwed up your company is by reading all of these messages from you. THIS IS LITERALLY THE THIRD TIME THAT YOU HAVE OFFERED ME A PRODUCT THAT IS NOT AVAILABLE!  Every time I think that we are able to get resolution to this problem and I accept your offer you guys come back telling me that you made another mistake. It's just absolutely unbelievable to me that any of you have a job. With that being said, I want the EXACT model number of what's being offered to me, AND I WANT SOMEBODY TO DOUBLE, TRIPLE, AND QUADRUPLE CHECK THAT THE **** SAFE IS ACTUALLY AVAILABLE AND THIS ISN'T JUST ANOTHER ROUND OF CHASING OUR TAIL.  If the armory line and the shield line of safes are not available for anybody to purchase, just how is it that Canon is able to stay in business. Be advised that if the dimensions of the safe you're offering me are bigger than the previous offering, I'm in all likelihood going to reject it as I don't have room for an 850 lb safe in my house
  
  Sincerely,
  
  ****

   

  Business Response

  Date: 02/13/2023

  The safe has been inspected, and it has been confirmed it is the model TS4942, the measurements (59H x 42W x 30D, weight: 675 lbs.) are as advertised in the website. Once the tracking information is available, it will be shared via email.

  Customer Answer

  Date: 02/13/2023

   
  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.

  Can you please confirm that you meant model number ts5942 and not ts4942 as you sent in the message. If it's model number ts5942 and the safe has been inspected and functions properly then I am fine with it

  
  
  Sincerely,
  
  ****