Trusense, LLC

We have been in business for years, have thousands of satisfied clients, and have never had a complaint like this, so we were extremely concernedAs the owner of the company and the person who personally sold this product to the family, I contacted Mr [redacted] immediately by phone He indicated that the only satisfaction would come from a full refundIn the complaint, Mr [redacted] states the problem occurred days after a purchase made in March, but there was no attempt to contact usThe complaint was filed with you in October, without any contact with our office regarding the problem.We were in contact with [redacted] , the wife, multiple times on other matters from March through May, and no mention was made of a problemIn fact, I was personally at their home just a week before this was filed with you in October, and Mrs [redacted] made no comment about itIn fact she told me that everything was fine The complaint stems from smoke detector sounding during cooking and smoking [redacted] told me by phone in October that smoke was visible in the air during the cooking incidentThis will make the smoke detector sound, as is explained in detail during our presentationIt is stated in our presentation that the technology used in these alarms make them unlikely to sound during cooking that does not produce smoke, although the demonstration the customer mentions is not doneWe do not use a candle to set off two different smoke detectors at any point in our demonstrationA candle demonstration is used to demonstrate how a HEAT detector works, and this complaint is not regarding the heat detectorA heat detector is a completely separate alarmThe "$10" alarm referenced in the complaint that did not sound is located in another room separated by a door headerOur alarm in the hallway is in the direct progression path of smoke created in the kitchen, so it would make sense that one would sound while the other didn'tI explained by phone to Mr [redacted] that the products are covered by a full year warranty, the longest in the industry, and offered to replace all alarms in the home at no costI also offered to relocate the alarms to mitigate any nuisance alarms at no charge, to investigate the claim of the cigarette smoke problem, and to continue to work with them until the products worked to their satisfactionEvery home is different and we customize our solutions for the individual family's needsAt time that includes going back to adjust locations based on the customer's home and needsFinally, as to the statement of scare tactics, all facts presented in our presentation are taken from notionally recognized third party sourcesWe deal with the facts of home fires, and while the fact that 1000's die and 10's of thousands are injured every year is scary, we do not sensationalize itIn fact, our presentation is conducted over two separate visits and the [redacted] family made the decision after seeing our educational visit to invite us back a second time to see our productsThey were under no obligation to do soMr [redacted] stated that his only satisfaction would be a full refundOur feeling is that given the time that has passed and the fact that we were never contacted with concerns despite several contacts with the family, that a full refund at this point would not be fair We are still committed to customer satisfaction, and continue to offer the replacement and relocation of their alarms [redacted] General Manager - TruSense Fire Safety [redacted]

I was once contacted by the salesman named Guy a little after the complaint was first submittedHe asked how we could settle this complaint and I explained to him that I would like to receive a refundAfter the conversation he said more time would be needed to decide on what to do and he would be in touchThis was about a month ago and I haven't heard anything sinceTo answer you question about if I am satisfied with the companies effort to resolve this matter I would have to say noThe reason for my answer has to do with the communication I have had with this companyWhen I spoke with him back in early October he seem really eager to make this rightHe offered to move the detectors but I declined seeing how if they were moved any further back it would defeat the purpose of these high end alarmsAfter I explained that a refund would satisfy this complaint I was told time was needed to think about it and to expect a phone call backIf I received that 2nd phone call I would feel like this matter is being taken seriously and would have the mind set that they are actually trying to resolve this matterSince I have not received a phone call back and it would seem that your organization has not received one either this just shows me how Trusense, LLC operates and how they view this issueWith that being said I feel nothing is being done on their end to resolve this issue and that's why I am not satisfied with the companies effortsI just wanted to personally thank you for working with me on resolving this issue and please let me know if anything else is needed from me.Thanks, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
To resolve this complaint I asked *** *** for a full refundWhen I spoke with him he offered to move the fire detectors but I declined since that would defeat the purpose of these premium fire detectorsWhen we spoke about a refund he said since it was a long time period between the installation and the complaint that a partial refund might be possibleAs for *** response there are some things I do not agree with but I just want to be done with this issue and companyThese products do not get wear and tear they stay on the ceilingI do not see why I can not get a full if not partial refund for a product that is not what it claims to beTo put it in perspective I purchased fire detectors and heat alarms for $1600, for this kind of money I should not get positives from a ecigarette or cooking food (This was a selling point of the product)I have also attached a picture of the fire alarm, you will see a ledge separates the kitchen from the alarm and how far away it is already from the stove/oven
Regards,
*** ***

To Whom it may concern:Here is a copy of the check that you requestedIf you need anything else from me please let me knowThanks, *** ***

We have been in business for 15 years, have thousands of satisfied clients,  and have never had a complaint like this, so we were extremely concerned. As the owner of the company and the person who personally sold this product to the family, I contacted Mr. [redacted] immediately by phone.  He indicated that the only satisfaction would come from a full refund. In the complaint, Mr. [redacted] states the problem occurred days after a purchase made in March, but there was no attempt to contact us. The complaint was filed with you in October, without any contact with our office regarding the problem.We were in contact with [redacted], the wife, multiple times on other matters from March through May, and no mention was made of a problem. In fact, I was personally at their home just a week before this was filed with you in October, and Mrs. [redacted] made no comment about it. In fact she told me that everything was fine.  The complaint stems from smoke detector sounding during cooking and smoking. [redacted] told me by phone in October that smoke was visible in the air during the cooking incident. This will make the smoke detector sound, as is explained in detail during our presentation. It is stated in our presentation that the technology used in these alarms make them unlikely to sound during cooking that does not produce smoke, although the demonstration the customer mentions is not done. We do not use a candle to set off two different smoke detectors at any point in our demonstration. A candle demonstration is used to demonstrate how a HEAT detector works, and this complaint is not regarding the heat detector. A heat detector is a completely separate alarm. The "$10" alarm  referenced in the complaint that did not sound is located in another room separated by a door header. Our alarm in the hallway is in the direct progression path of smoke created in the kitchen, so it would make sense that one would sound while the other didn't. I explained by phone to Mr. [redacted] that the products are covered by a full 20 year warranty, the longest in the industry, and offered to replace all alarms in the home at no cost. I also offered to relocate the alarms to mitigate any nuisance alarms at no charge, to investigate the claim of the cigarette smoke problem, and to continue to work with them until the products worked to their satisfaction. Every home is different and we customize our solutions for the individual family's needs. At time that includes going back to adjust locations based on the customer's home and needs. Finally, as to the statement of scare tactics, all facts presented in our presentation are taken from notionally recognized third party sourcesWe deal with the facts of home fires, and while the fact that 1000's die and 10's of thousands are injured every year is scary, we do not sensationalize it. In fact, our presentation is conducted over two separate visits and the [redacted] family made the decision after seeing our educational visit to invite us back a second time to see our products. They were under no obligation to do so. Mr. [redacted] stated that his only satisfaction would be a full refund. Our feeling is that given the time that has passed and the fact that we were never contacted with concerns despite several contacts with the family, that a full refund at this point would not be fair.  We are still committed to customer satisfaction, and continue to offer the replacement and relocation of their alarms. [redacted]General Manager - TruSense Fire Safety[redacted]

I was once contacted by the salesman named Guy a little after the complaint was first submitted. He asked how we could settle this complaint and I...

explained to him that I would like to receive a refund. After the conversation he said more time would be needed to decide on what to do and he would be in touch. This was about a month ago and I haven't heard anything since. To answer you question about if I am satisfied with the companies effort to resolve this matter I would have to say no. The reason for my answer has to do with the communication I have had with this company. When I spoke with him back in early October he seem really eager to make this right. He offered to move the detectors but I declined seeing how if they were moved any further back it would defeat the purpose of these high end alarms. After I explained that a refund would satisfy this complaint I was told time was needed to think about it and to expect a phone call back. If I received that 2nd phone call I would feel like this matter is being taken seriously and would have the mind set that they are actually trying to resolve this matter. Since I have not received a phone call back and it would seem that your organization has not received one either this just shows me how Trusense, LLC operates and how they view this issue. With that being said I feel nothing is being done on their end to resolve this issue and that's why I am not satisfied with the companies efforts. I just wanted to personally thank you for working with me on resolving this issue and please let me know if anything else is needed from me.Thanks,[redacted]