Mesa Safe Company

Dear [redacted] , This email is being sent in response to the complaint ID # [redacted] Our company contacted the customer on 4/7/and have resolved the issueWe have sent the customer a replacement safe instead to refunding the disputed amount of $ The replacement safe was fully tested and shipped out on 4/10/via Fed Ex ground to the customer home addressWe’ve had no further contact with the customer in regards to any issues with the replacement safeWe considered the issue resolved since the customer accepted the replacement safe instead of refunding the disputed amount of $If you have an further questions or need any other information please feel free to contact me at any timeThank you for your time in advance! Thank you, [redacted] Help Desk Manager Tel: 800-490-extFax: 714-627-4016***@mesasafe.com

Dear [redacted] , This email is being sent in response to the complaint ID # [redacted] After submitting our response to the Revdex.com to resolve this matter we received a letter, dated Sept7th, from the Revdex.com stating that this complaint has been closed as resolvedNow we have received another letter from the Revdex.com, dated Oct28th, stating that the consumer has reviewed the resolution we proposed, but determined it would not be satisfactory to them.The consumer stated the following in this letter:“Mesa Safe had suggested they supply a new safe of the same make and modelI had replied with the following message accepting their offerTill date I have not received a new safe from Mesa, nor have I received any communication of any kind from them.” We never received any message stating that the consumer is accepting our offerAfter sending in our resolution to the Revdex.com we also attempted to contact the consumer by email and phone (left voice messages) but we never got a response from the consumerThis is the reason why we have not sent the consumer a new safeNow the desired resolution from the consumer is that they want a full refundUnfortunately we cannot provide the refund directly to the consumerPlease have the consumer contact the company they purchased the safe from to get the full refund, the company they purchased it from should then contact us for approval which we will approve Thank you, [redacted] *** [redacted] *** [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved.The Mesasafe should be replaced with a new working unit, complete with a set of all working keys and electronics.The old unit can be returned, I have retained the original boxReturn shipping should be the responsibility of Mesa Safe company or any other party that Mesa Safe designates Regards, [redacted] ***

Dear ***,
This email is being sent in response to the complaint ID #***
After submitting our response to the Revdex.com to resolve this matter we received a letter, dated Sept7th, from the Revdex.com stating that this complaint has been closed as resolved
Now we have received another letter from the Revdex.com, dated Oct28th, stating that the consumer has reviewed the resolution we proposed, but determined it would not be satisfactory to themThe consumer stated the following in this letter:
“Mesa Safe had suggested they supply a new safe of the same make and modelI had replied with the following message accepting their offerTill date I have not received a new safe from Mesa, nor have I received any communication of any kind from them.”
We never received any message stating that the consumer is accepting our offerAfter sending in our resolution to the Revdex.com we also attempted to contact the consumer by email and phone (left voice messages) but we never got a response from the consumerThis is the reason why we have not sent the consumer a new safe
Now the desired resolution from the consumer is that they want a full refund
Unfortunately we cannot provide the refund directly to the consumerPlease have the consumer contact the company they purchased the safe from to get the full refund, the company they purchased it from should then contact us for approval which we will approve
Thank you,
*** ***
*** *** ***
*** *** *** ***
*** ***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowComplaint Type:
Refund / Exchange Issues
select
Problem:
Revdex.com had worked to resolve issue # ***, Mesa Safe had suggested they supply a new safe of the same make and modelI had replied with the following message accepting their offerTill date I have not received a new safe from Mesa, not have I received any communication of any kind from themRevdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedThe Mesasafe should be replaced with a new working unit, complete with a set of all working keys and electronicsThe old unit can be returned, I have retained the original boxReturn shipping should be the responsibility of Mesa Safe company or any other party that Mesa Safe designatesRegards, *** ***
Translate
Desired Resolution / Outcome
Desired Resolution:
Refund
select
Desired Outcome:
I need a full refund at the time
Regards,
*** ***

To the Revdex.com Mesa Safe Company Response to ID ***The customer called Mesa Safe Tech support indicating that he was having some difficulties opening his gun safeHe stated that the digital keypad had been working fine when he entered in his security code and could hear the
click to release the door but the door handle would not turn to unlock the safeThe customer also made an attempt to open the door with the emergency key to bypass the digital pad but was unsuccessfulA Mesa Safe Tech Support Representative began troubleshooting the issue with the customer over the phone including making a suggestion to change the battery to the keypadIn a last attempt to resolve the matter with the customer over the phone, it was recommended the customer send a video to the tech support rep and was given specific instructions to gently turn the door handle to the right while entering his code on the digital pad and then turning the handle to the left (the unlocked position) once his code was enteredBy following that simple step, it would alleviate the pressure on the swing bolt and allow the release of the doorThe video would also ensure that the customer was getting a green light at the time of the click release and would be used to further evaluate the incident.Upon review of the video it was clearly determined that the customer was actually turning the handle in the wrong direction and forcefully attempting to unlock the safe twice in this direction before forcing it past it's standard stopping point, which was against the advice of the Mesa Safe Tech Support RepIt is our belief that the customer has stripped the handle while forcing it in the wrong directionWhen contact was made back to the customer, he further disclosed that he had being using the safe for some time but knew how to get it open and it was his belief that the safe is defective because the handle would no longer turnCustomer was then informed that it is the policy of the company to have a service agreement signed by the customer before a company selected locksmith could be sent to his residenceAt that point customer refused and requested to speak to a manager.The Mesa Safe Tech Support Manager discussed with the customer that in reviewing the video the customer is seen forcing the handle in a jerk-like motion to the right which was believed to have stripped the handle and never was shown being turned to the left as instructedThe Manager then explained again a locksmith could be sent out to his residence to look at the safeHowever, the customer would have to sign a service agreement prior to Mesa Safe arranging the servicesIt was further explained that as covered in the service agreement that if the locksmith determined the safe was faulty, all repairs would be covered under warranty; however, if it was determined that the issues were due to user error that the customer would be responsible for the cost of the locksmith services and repairsCustomer then became enraged using profanity with the Mesa Safe manager and was not interested to hear any other advice from himThe customer profanely exclaimed the safe was defective and wanted a replacement or a locksmith to be sentThe manager tried to explain again that a service agreement would need to be signed but the customer then cut off the conversation and stated that he would sign no such agreement and that he would contact the company he purchased it from to return the safe.Mesa Safe Company is not denying the customer service; Customer is unwilling at this time to cooperate by signing the service agreement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear [redacted], This email is being sent in response to the complaint ID #[redacted]. Our company contacted the customer on 4/7/2017 and have resolved the issue. We have sent the customer a replacement safe instead to refunding the disputed amount of $15.00.   The replacement safe was...

fully tested and shipped out on 4/10/2017 via Fed Ex ground to the customer home address. We’ve had no further contact with the customer in regards to any issues with the replacement safe. We considered the issue resolved since the customer accepted the replacement safe instead of refunding the disputed amount of $15.00. If you have an further questions or need any other information please feel free to contact me at any time. Thank you for your time in advance!   Thank you, [redacted]Help Desk Manager Tel: 800-490-5624 ext. 117 Fax: 714-627-4016[redacted]@mesasafe.com

Dear [redacted],
34); font-family: arial, sans-serif; font-size: 12.8px;"> 
This email is being sent in response to the complaint filed by [redacted] against Mesa Safe; complaint (ID #[redacted]). Mesa Safe has attempted to make contact with the customer directly multiple times in an attempt to rectify this matter.  Mesa Safe would like to either send a safe technician to open and repair his safe back to complete working order or if Mr. [redacted] would prefer, we can send him a brand new unit. The new unit will be fully inspected and tested prior to being shipped to assure complete functionality.  If it is the decision of Mr. [redacted] to waive either of those two options and further pursue a refund, he will need to contact the dealer that he purchased the safe from for the refund.
 
If you have any further questions or need any other information please feel free to contact me.
 
 
Thank you,
 
[redacted]
Help Desk Manager
 T. 800-490-5624 ext. 117
 F. 714-627-4016
[redacted]@mesasafe.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.The Mesasafe should be replaced with a new working unit, complete with a set of all working keys and electronics.The old unit can be returned, I have retained the original box. Return shipping should be the responsibility of Mesa Safe company or any other party that Mesa Safe designates.
Regards,
[redacted]

Dear [redacted], This email is being sent in response to the complaint filed by [redacted] against Mesa Safe; complaint (ID #[redacted]). Mesa Safe has attempted to make contact with the customer directly multiple times in an attempt to rectify this matter.  Mesa Safe would like to either...

send a safe technician to open and repair his safe back to complete working order or if Mr. [redacted] would prefer, we can send him a brand new unit. The new unit will be fully inspected and tested prior to being shipped to assure complete functionality.  If it is the decision of Mr. [redacted] to waive either of those two options and further pursue a refund, he will need to contact the dealer that he purchased the safe from for the refund. If you have any further questions or need any other information please feel free to contact me.  Thank you, [redacted]Help Desk Manager T. 800-490-5624 ext. 117 F. 714-627-4016[redacted]@mesasafe.com

Dear [redacted], This email is being sent in response to the complaint ID #[redacted]. After submitting our response to the Revdex.com to resolve this matter we received a letter, dated Sept. 7th, from the Revdex.com stating that this complaint has been closed as resolved. Now we have received another letter from the Revdex.com, dated Oct. 28th,  stating that the consumer has reviewed the resolution we proposed, but determined it would not be satisfactory to them.The consumer stated the following in this letter:“Mesa Safe had suggested they supply a new safe of the same make and model. I had replied with the following message accepting their offer. Till date I have not received a new safe from Mesa, nor have I received any communication of any kind from them.” We never received any message stating that the consumer is accepting our offer. After sending in our resolution to the Revdex.com we also attempted to contact the consumer by email and phone (left voice messages) but we never got a response from the consumer. This is the reason why we have not sent the consumer a new safe. Now the desired resolution from the consumer is that they want a full refund. Unfortunately we cannot provide the refund directly to the consumer. Please have the consumer contact the company they purchased the safe from to get the full refund, the company they purchased it from should then contact us for approval which we will approve.  Thank you, [redacted]
 [redacted]
 [redacted]

To the Revdex.com Mesa Safe Company Response to ID...

[redacted]
The customer called Mesa Safe Tech support indicating that he was having some difficulties opening his gun safe. He stated that the digital keypad had been working fine when he entered in his security code and could hear the click to release the door but the door handle would not turn to unlock the safe. The customer also made an attempt to open the door with the emergency key to bypass the digital pad but was unsuccessful. A Mesa Safe Tech Support Representative began troubleshooting the issue with the customer over the phone including making a suggestion to change the battery to the keypad. In a last attempt to resolve the matter with the customer over the phone, it was recommended the customer send a video to the tech support rep and was given specific instructions to gently turn the door handle to the right while entering his code on the digital pad and then turning the handle to the left (the unlocked position) once his code was entered. By following that simple step, it would alleviate the pressure on the swing bolt and allow the release of the door. The video would also ensure that the customer was getting a green light at the time of the click release and would be used to further evaluate the incident.
Upon review of the video it was clearly determined that the customer was actually turning the handle in the wrong direction and forcefully attempting to unlock the safe twice in this direction before forcing it past it's standard stopping point, which was against the advice of the Mesa Safe Tech Support Rep. It is our belief that the customer has stripped the handle while forcing it in the wrong direction. When contact was made back to the customer, he further disclosed that he had being using the safe for some time but knew how to get it open and it was his belief that the safe is defective because the handle would no longer turn. Customer was then informed that it is the policy of the company to have a service agreement signed by the customer before a company selected locksmith could be sent to his residence. At that point customer refused and requested to speak to a manager.
The Mesa Safe Tech Support Manager discussed with the customer that in reviewing the video the customer is seen forcing the handle in a jerk-like motion to the right which was believed to have stripped the handle and never was shown being turned to the left as instructed. The Manager then explained again a locksmith could be sent out to his residence to look at the safe. However, the customer would have to sign a service agreement prior to Mesa Safe arranging the services. It was further explained that as covered in the service agreement that if the locksmith determined the safe was faulty, all repairs would be covered under warranty; however, if it was determined that the issues were due to user error that the customer would be responsible for the cost of the locksmith services and repairs. Customer then became enraged using profanity with the Mesa Safe manager and was not interested to hear any other advice from him. The customer profanely exclaimed the safe was defective and wanted a replacement or a locksmith to be sent. The manager tried to explain again that a service agreement would need to be signed but the customer then cut off the conversation and stated that he would sign no such agreement and that he would contact the company he purchased it from to return the safe.
Mesa Safe Company is not denying the customer service; Customer is unwilling at this time to cooperate by signing the service agreement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
The Mesasafe should be replaced with a new working unit, complete with a set of all working keys and electronics.
The old unit can be returned, I have retained the original box. Return shipping should be the responsibility of Mesa Safe company or any other party that Mesa Safe designates.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Complaint Type:Refund / Exchange IssuesselectProblem:Revdex.com had worked to resolve issue # [redacted], Mesa Safe had suggested they supply a new safe of the same make and model. I had replied with the following message accepting their offer. Till date I have not received a new safe from Mesa, not have I received any communication of any kind from them. Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. The Mesasafe should be replaced with a new working unit, complete with a set of all working keys and electronics. The old unit can be returned, I have retained the original box. Return shipping should be the responsibility of Mesa Safe company or any other party that Mesa Safe designates. Regards, [redacted]Translate Desired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I need a full refund at the time 
Regards,
[redacted]

Review: I purchased a Mesa 13.9 cubic foot gun safe through Home Depot. I received it on September 9th. I then loaded the safe with some of my possessions. On September 26th, I went to open the safe. I entered the code correctly, the green light lit but the handle would not turn to open as it had been. I tried the safety key just in case; the handle would not open the safe. I also tried a new battery. That also did not work. I tried to call Mesa safe customer service but they were closed due to it being Saturday. It was a good thing there was not a child stuck in the safe. I called Home Depot customer service. Of course, I could return the safe, but I need to get my possessions out first. They also tried to call Mesa Safe with no response. I waited until Monday to call Mesa safe customer service. I spoke with [redacted]. He had me try to open the safe while he was on the phone. He asked me to put pressure to the right, and then turn it left. It still would not open. He said he would check it out and get back with me. When he called back he said they would send someone out to look at the safe. When I followed up with him to see what they were going to do, he asked me to video trying to open the safe. He then emailed an agreement they wanted me to sign. Stating if I was at fault, I would be responsible for the locksmith charges. I would not sign the agreement. I asked to speak with his supervisor. [redacted] was not kind and very rude. They are trying to say since I turned the handle to the right, that the handle is stripped. I had a locksmith inspect the safe. He says the mechanics appear to be bound up. He says the safe needs to be drilled.Desired Settlement: I wish for Mesa Safe company to pay for the locksmith to come and open the safe so I can get my items out and refund my money on the safe.

Business

Response:

To the Revdex.com Mesa Safe Company Response to ID [redacted]The customer called Mesa Safe Tech support indicating that he was having some difficulties opening his gun safe. He stated that the digital keypad had been working fine when he entered in his security code and could hear the click to release the door but the door handle would not turn to unlock the safe. The customer also made an attempt to open the door with the emergency key to bypass the digital pad but was unsuccessful. A Mesa Safe Tech Support Representative began troubleshooting the issue with the customer over the phone including making a suggestion to change the battery to the keypad. In a last attempt to resolve the matter with the customer over the phone, it was recommended the customer send a video to the tech support rep and was given specific instructions to gently turn the door handle to the right while entering his code on the digital pad and then turning the handle to the left (the unlocked position) once his code was entered. By following that simple step, it would alleviate the pressure on the swing bolt and allow the release of the door. The video would also ensure that the customer was getting a green light at the time of the click release and would be used to further evaluate the incident.Upon review of the video it was clearly determined that the customer was actually turning the handle in the wrong direction and forcefully attempting to unlock the safe twice in this direction before forcing it past it's standard stopping point, which was against the advice of the Mesa Safe Tech Support Rep. It is our belief that the customer has stripped the handle while forcing it in the wrong direction. When contact was made back to the customer, he further disclosed that he had being using the safe for some time but knew how to get it open and it was his belief that the safe is defective because the handle would no longer turn. Customer was then informed that it is the policy of the company to have a service agreement signed by the customer before a company selected locksmith could be sent to his residence. At that point customer refused and requested to speak to a manager.The Mesa Safe Tech Support Manager discussed with the customer that in reviewing the video the customer is seen forcing the handle in a jerk-like motion to the right which was believed to have stripped the handle and never was shown being turned to the left as instructed. The Manager then explained again a locksmith could be sent out to his residence to look at the safe. However, the customer would have to sign a service agreement prior to Mesa Safe arranging the services. It was further explained that as covered in the service agreement that if the locksmith determined the safe was faulty, all repairs would be covered under warranty; however, if it was determined that the issues were due to user error that the customer would be responsible for the cost of the locksmith services and repairs. Customer then became enraged using profanity with the Mesa Safe manager and was not interested to hear any other advice from him. The customer profanely exclaimed the safe was defective and wanted a replacement or a locksmith to be sent. The manager tried to explain again that a service agreement would need to be signed but the customer then cut off the conversation and stated that he would sign no such agreement and that he would contact the company he purchased it from to return the safe.Mesa Safe Company is not denying the customer service; Customer is unwilling at this time to cooperate by signing the service agreement.