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:11/30/2022

  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.

  Purchased The Stack-On Siege 72 Gun safe on Oct 27, 2022. The safe was delivered and brought into house a few weeks later by Non-Stop-Delivery(NSD). I unboxed safe the next day and noticed some very sever defects right away such as the paint was not fully dried and was hazy looking, this was not a big deal but the following defects were. 1) Huge gap between frame and door on the hinge(Right Side). I put a light inside safe and closed door and you can see light shinning out. 2) The top and bottom hinge brackets are almost completely broken off due to what looks to be failed welds as the welds are cracked. I contacted Cannon Security Products, LLC about 3 weeks ago and have gotten the run around since day 1. They ask for serial Number and photo's, I provide requested info and a few days later receive email from different Rep wanting same info again. This went on for about a week or two before receiving email saying "we suggest you return safe to store for exchange. Very unprofessional and not what i was expecting from a well known company. This is a very heavy safe (600Lbs) and i have no way of doing that. This was the whole point of paying them to deliver. I emailed back and requested for a replacement and they can pick this 600lb paper weight up as it's of no use to me in this ridiculous condition. - As of 11-30-2022 I have yet to hear anything from Cannon Security Products, LLC.

  Business Response

  Date: 12/01/2022

  We sincerely apologize for the inconvenience; this is not the experience we seek to offer 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: 12/10/2022

   
  Complaint: 18481942
  
  I am rejecting this response because: Cannon Security Products, LLC Hasn't contacted me or provided any solution to issue. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/16/2022

  We sincerely apologize for the delay responding to this request. We have reviewed your case and we noticed our specialist has been followed up with this case, now that the replacement offer has been accepted, we will proceed with the order, we will forward you more details via email.

  Customer Answer

  Date: 12/18/2022

   
  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:11/21/2022

  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 for use in my residence. My exwife had use of my house and safe for a period of two years. The safe was opened by a Parish Sheriff Deputy to inventory my guns. Sometime between the time the deputy opened the safe and I was able to return to my home, the safe became inoperable. I contacted Cannon Safe and was provided several unsuccessful suggestions. Cannon finally was able to provide a Master combination code, which cost me $30 to Cannon and $25 for notary fee. Cannon did refund the $30 paid to them. I asked Cannon if they had any locksmiths they could recommend in our area. They did not. I contracted a local locksmith and had the safe repaired. I requested a refund for the cost of the repairs and Cannon advised that the lifelime warranty did not apply to commercial use. I advised Cannon that this safe was not used for Commence. Please contact Cannon and attempt to get a refund for the repairs to the safe. The repair cost was $645.46. This is Cannon's Warranty: The Cannon Safe WarrantyThis 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.

  Business Response

  Date: 11/21/2022

  Reviewing the case, we have confirmed this unit does not apply for the warranty to cover the labor cost, as according to the serial number, the safe was produced 7+ years ago, after the 1-year period, we only cover replacement parts. Please see the warranty (https://www.cannonsafe.com/warranty), as it states:
  
  "Electronic and mechanical locks carry a one-year Warranty for labor and a Lifetime Warranty for parts."
  
  We sincerely apologize for the inconvenience.

• Initial Complaint

  Date:11/01/2022

  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.

  Date service requested jan 6. 2020 Request numbers #****** and #******* Safe is broken and I'd coveted under warranty. Company stated the fix would have to be done by an authorized company. I provided them the information immediately of a registered company who could do it in a week. Cannon states it could take up to 10 to just find an authorized company. It's been 13 and the authorized company still has not received a work order from Cannon. When talking to customer service they state a manager will call me back and they never do. **************** continues to avoid fixing the problem and stating someone else can do it later. They have been extremely unprofessional and intentionally misleading

  Business Response

  Date: 11/01/2022

  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: 11/02/2022

  Complaint: 18337247

  
  

  I am rejecting this response because:

  I am awaiting the resolved response from the customer service team. Once I can retrieve my items and the new safe has been delivered, I can resolve this issue .  

  Sincerely,

  
  

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

  
  

  Business Response

  Date: 11/03/2022

  Thanks, we understand your current standpoint. We have provided the requested instructions via email and a new replacement offer as well. Feel free to reply at your earliest convenience so we can start right away the shipping process of your replacement unit.

• Initial Complaint

  Date:08/08/2022

  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 in December of 2021 from ******* in *******, Texas. Upon opening the safe it was inoperable. We followed the instructions in the box and registered the faulty safe with Cannon. We went through months of run around. They asked for the same photos and information over and over again. We provided every photo, video, and piece of information they requested. They would close the request and make us re-open it and still provide no solution. After months of no help they scheduled a replacement in May. They delivered a safe that retails for about $500 less than the safe we purchased. We declined delivery and they have again put us back into their customer service portal with no solution. After requesting a manager call for over 7 months I received one after the wrong safe was delivered. We were told they no longer manufactured the safe we purchased, but they would replace it under a different name and had expedited the process to replace it with a safe of the correct size and value. We have gone another month with no update, tracking number or timeline. We have asked for a refund for their defective safe in writing and via phone. They do not honor their warranty. They will not replace or refund our defective safe. We have been dealing with them for 7 months with no solution. Supporting documents can be seen on the last complaint that was closed. They still have not done anything to make this right and it should not have been closed.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/12) */
  We sincerely apologize for the inconvenience; this is not the experience we seek to offer to our customers. We will investigate this odd situation by reviewing your case, meanwhile, we would like to inform you that we have confirmed that the tracking number previously shared via email has already updates from the carrier and the ETA is 8/17. Here in Cannon Security Products, we strive for continual improvement of our products and services. We appreciate your feedback.

• Initial Complaint

  Date:08/05/2022

  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 "Total Defense 40-Gun Fire/Waterproof Safe with Electronic Lock and Door Storage" online through Home Depot on April 3, 2021 for $863.05 from (Alpha Guardian, Inc., ************** or Cannon Safes). I, since it arrived a month later, have been in constant email conversations with "Cannon Safes" regarding several issues I have with this safe.
  
  First of all a "Waterproof" sticker on the front of the safe was peeled off soon after it arrived and a large amount of paint came off with the sticker. Secondly, through even a small amount of force, the safe can be opened without placing in the code. I have reached my breaking point, this Safe is very heavy and instead of getting me a replacement they have sent a replacement locking mechanism, which soon after it was installed it began allowing the safe to be opened without a code again. I was sent a poor "Touch Up" paint bottle which did not even match the multi-toned façade of the safe. I am beyond frustrated and am scared for my children because as they get older they are getting much more curious.
  
  My last contact with this company was with Romeo B******* on 6/27/2022 with Cannon Security Products, LLC. He said this Complaint would be taken to a higher level and something would be done, that was over a month ago. Please, I need help, not only have they given me the run-around through different companies and different individuals, selling shoddy equipment and not standing behind it, In Fact, they are selling their products under false pretenses, a safe that can open without a code is certainly not a "Safe" but more like a "Child's Safety Hazard" or "Robber's Dream"!!!
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/12) */
  We sincerely apologize for the inconvenience. A supervisor has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.

• Initial Complaint

  Date:08/01/2022

  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 tried numerous times to get in contact with this company I just bought a new safe from ************** and it does not unlock with the key pad it has a lifetime warranty but I just purchased this and they need to fix the problem also the sicker they put on with the Serial number you can't even read it
  

  Business Response

  Date: 08/28/2022

  Business Response /* (1000, 5, 2022/08/02) */
  We found your original request, we sincerely apologize for the delayed response. A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.
  
  
  Consumer Response /* (2000, 7, 2022/08/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They have contacted me