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Business Profile

Safes

Liberty Safe and Security Products, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/10/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Failure to correct manufacturer defect Failure to get supervisor/manager on phone only wants to play email tag

  • Initial Complaint

    Date:04/23/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Our safe electronic lock stopped working, the safe has only been opened maybe 20 times since owning it. I emailed in on 4/1 to get a new keypad sent to us as it was draining brand new batteries in under 15 minutes. That same day they said they were mailing a keypad. I emailed on 4/7 to try and get an update and tracking on the keypad and never received an email back. We finally received the keypad, installed it per the instructions Liberty sent us and it still didn't work. I emailed them that same day and never heard anything back from them. So, I called Monday 4/21 and spoke to a customer service agent that stated the entire locking mechinism needed to likely be replaced and that she would call a locksmith and someone would be in touch that afternoon or the next day. Never heard anything. Called again today 4/23 and now I am being told the quickest they could get the part is another 3 days and can't get on a locksmiths schedule until the following week. I expressed my concerns on the quality of customer service and told them this solution was unacceptable considering we have been basically locked out of our safe no fault of our own since late March when this problem began and we contacted them immediately. They stated they would try and find a part and locksmith that could come sooner and called me back, the agent tried getting me to agree to a locksmith coming tomorrow 4/24 and using a "off-brand" keypad, THANKFULLY I asked if that would void our safe warranty, where she hesitated then finally decided to tell me that she WOULD NOT warranty the lock/keypad that she was offering us sooner, this is a $2,000+ safe that is less than 2 years old and their customer service reps are trying to trick customers into using parts that will VOID THEIR WARRANTY!! Terrible customer service, they lie and don't stand behind their word or product. I was considering buying another larger safe from them, and will NOT be doing that now. DO better.

  • Initial Complaint

    Date:12/06/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 digital safe lock stopped working on November 22 2024. On the same day I sent an email asking for assistance with this problem. My duty weapon has been in the safe since then. I called customer service on the 27th of the same month and waited on hold for 45 minutes before hanging up. I tried 3 more times that day and never got in touch with anyone. I even opted for a call back option and never got a call back. I've tried contacting customer every day for a week and assumed that maybe they were closed thanksgiving I called again on December 1st and waited on the line for 30 minutes before I had to hang up. I tried again today 12/6/2024 waited 45 minutes before I hung up. I sent another email to customer service.

  • Initial Complaint

    Date:05/08/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Hello,I would like to get the correct Gun Safe Electrical Outlet. I received the old version. I order everything together with the safe so it was already installed when the dealer delivered it. Im still would like to get the correct one . Order #****** Thank You

  • Initial Complaint

    Date:01/16/2024

    Type:Product Issues
    Status:
    Unanswered
    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 ordered a safe from liberty safe back in the beginning of September. The safe was around $7,000 and I was haveing my first child and buying my first house at the same time, so I decided to use liberty safes financing program “bread pay”. I ended up putting a down payment of $1,565.31. Liberty safe states there safes are delivered in 8 to 10 weeks. My safe did not show up, The way liberty safe works is when you put a order into the factory they then turn around and send it back to the dealer and the dealer has to send a PO# into liberty safe to have them start building the safe (no one informed me of this and there is no information about this process posted anywhere) the local dealer waited 10 weeks before sending in my order “because he didn’t have enough orders to put a full truck load together” o spoke with Dale coats from liberty safe to voice my concerns and ask to swap dealers and he said no, he also guaranteed me that I would have the safe in my home by the end of the year. (Thought this time I am makeing payments without reviving my safe) finally 20 weeks in I called liberty safe and they gave me an update of it being delivered the 3rd weeks of January, so I ended up canceling my order. Two weeks latter I received an email from bread pay saying my payment was late and I called liberty safe back, they never cancelled my order. They finally cancelled my order on January 8th. I looked at my bread pay on January 12th to see the statues of my refund and noticed that I am being shorted $318.22 of my refund due to interest. I have paid a total of $2151.11 and I am only being refunded $1832.39. I called liberty safe because bread pay said that libert safe should cover this due to me never receiving the safe and liberty safe refuses to do so. I do not feel this is right and they are the reason for this due to their incompetency to completed my order I’m there designated timeline.

  • Initial Complaint

    Date:11/15/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 10/26/23 I purchased a Liberty Safe from Tractor Supply for a reduced price due to a bad key pad unbeknownst to me the inside lock was actually the part which was bad, but before I figured out that was the problem I contacted Liberty Safe to order a touch pad and they obliged me by sending me a new touch pad. I received key pad and lock which surprised me cause I never asked for a lock box just for key pad because that's what I was told was the only problem, once I tried to install new key pad that's when I realized that I had a bad lock box not a bad key pad!! Called Liberty Safe and asked if they would send out a Factory Trained lock smith they told me they would not because the Lifetime Warranty was no longer available do to the price I paid. I never singed or agreed to void Warranty and it was never sold to me with that being part of the transaction. I have all receipts and paperwork to prove my case.

  • Initial Complaint

    Date:10/29/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    After 2 phone calls with customer support and following Liberty's instructions on completing all the necessary documentation to have the back door combination for my safe sent to me and then erased for their system, Liberty simply erased my combination and sent an email to that effect. They never sent me the back door combination that they keep on file.

    I have sent them follow up emails requesting the code or a new lock but they have not responded.

    Business Response

    Date: 10/30/2023

    Mr. ********, 

    Our records indicate we have tried to send the requested information a few times. I have resent the information today from my email address hoping it will come through to you. Please let me know if you still don't receive it. 

    Kindest regards, 

    Traci T***** 

    Liberty Safe & Security Products, Inc.

    Customer Answer

    Date: 10/31/2023



    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.




    Sincerely,



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

  • Initial Complaint

    Date:09/07/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 spent $900 on my liberty safe last year, I didn't know that "Liberty" Safe gave out a universal pass code the any government agency that wants access to MY PROPERTY. Even without a subpoena! I am not renting this safe. It is in my home. If I knew they would sell me out like this, I would have NEVER bought this "safe."

    I own a Liberty Centurion 12 safe and demand a full refund.

  • Initial Complaint

    Date:08/31/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 problem is that I am not getting a status of my order that I made on 6/8/2023:

    On June 8, 2023 we purchased a Liberty safe and was told that we could expect delivery around August. It is now the end of August so I contacted the safe retailer (Texas Safe & Vault - Todd Landvik), but he said that they only know when the status of the safe when Liberty sends them the shipping manifest as they are loading the safes on the truck. I waited a few more days and then called Liberty customer service (Riley) and they said that they can get status information for me, but not immediately since I did not order it through them. She would need to relay my inquiry to a salesperson and that person will call me or the retailer will. After two days, I did not receive a call so I called Liberty customer service again (Dusty) and they again said that they can get status on the order, but they need to relay this request to the sales group. I mentioned that I already called and did not get a call back. She said that she will call me with a status by the end of the day (Wed 30 Aug). I still did not get a call back regarding the status of my order after requesting this twice from the retailer and twice from Liberty customer service.

    It has now been two months and twenty-three days since we purchased/ordered the safe. It is not unreasonable to ask for a status on this order, especially since it is now beyond the expected delivery date. I was going to purchase a Fort Knox safe, but decided to get Liberty instead. Now, I'm beginning to regret that decision as they can't seem to even give me a status on my order.

    Invoice: 339
    Invoice Date: June 8, 2023
    Order Number: **** Order Date: June 8, 2023
    Payment Method: Credit Card

    Liberty Safe Premium Home 17
    Color: Burgundy Marble/Beige Velour
    SKU:LP17
    Weight: 560 lbs

  • Initial Complaint

    Date:01/30/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    12/29/22 enclosed receipt and photo of wrong key had forms notarized by state rep office.. my wife spoke to someone today at the BBB she was told they will email us within 24 hours please help this is truly unjust no responses from this company by email or phone, left numerous message and included the photos. Thank you very much ****** *****.

Liberty Safe and Security Products, Inc. is NOT a BBB Accredited Business.

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