Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Johnson Controls was contacted for service related to the church's alarm system. In ****************** calls were made on 9/6, 9, 16, 20, 27, and 10/1 to correct the issue. The alarm panels went out and alarm wasn't able to be set. The technician asked if a power surge had occurred, if one did occur none of the other church's devices (cameras, computers) were affected. An invoice for $7,744.27 was received for services provided. A call was made to Johnson Controls disputing the amount. An email address was sent for a representative (**** ******). Emails and a conversation were held with ****, at which time he was going to research the matter. The first email was sent on 10/9. On 11/13, an email was received from ***** ****** about paying the invoice and an email was forwarded to him about **** ****** researching the invoice. Shortly, after sending the email to ****** an email was received from **** stating that the invoice was correct. On yesterday, an email was sent from ****** *********-*******, stating that " this dispute had been deemed collectable". This was interesting to receive. If and when a "power surge" occur, the emails seem to imply that Johnson Control security systems doesn't have any type of backup embedded to prevent a complete failure of their alarm panels, thus leaving customers' at risk. ***** has been a customer over 20 plus years (Tycos). A new system was installed in July 2022 and the service logs will show there have been many issues with this alarm system. To have a maintenance agreement and still send an invoice for $7,744.27 is ridiculous. The invoice and job numbers are as follows (89724931/40589745).

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We've initiated ACH payment on Feb 29, 2024 to Johnson Control Security Solutions.The amount of $901.50 to the bank account ending in #****.This payment is for invoice # ******** of Johnson Controls Fire Protection LP. I wasn't aware that both companies; Johnson Controls Fire *********************************** Security Solutions use different bank accounts. I try to contact let them switch the money to the correct ****************************** Control Security Solutions account department said they couldn't see the money in out account.Begin March 13, I called many times and email to all account department we have the address.We didn't get any response from Johnson Control.We need a right person can take care our case!

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We no longer want your services. I have written a letter asking to close the account. The account number is (customer#:************. We have ask to have it closed for over 2 years starting in June of 2022. I have made phone call after phone call. I need you to stop calling, emailing, stop sending letters, and stop sending bills for this account. I received another letter in the mail today (1/17/2024). The last phone call ask me to go to ************** and ask to close the account. We do not have an account online and I am not opening an account online just to close the account. I have called the local # ************ and they still have not closed my account. Please stop all calls, email, and letters. If you like you can even come to are location (****************************************** and remove your equipment. Thank you.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Johnson Controls has been providing security monitoring service to our company, with a yearly renewal contract In August of 2023, we received an invoice for the next year of Contract which would cover September 23 through August 24 I called the customer service department and explained that we wouldn't be using that full year of service and would like to shift to a month to month plan **************** said that would be no problem, and to disregard that invoice (********), any months used during that time would be invoiced at the end of the service On 12/6 I called **************** to let them know we would be submitting our 30 days notice for cancellation, and they confirmed 1./5 would be the ending of the service.Our accounting department has informed me that Johnson controls as submitted the invoice (********) to collections (*********), regardless of the conversation I had previously with customer service. ********* claims this invoice was submitted to them as an unpaid invoice still needing to be paid On 12/15 I contact Johnson controls customer service via the phone once again, since I have been unable to acquire a valid email address to communicate in writing with them **************** told me again on 12/15 to ignore this invoice (********) and that any remaining balances on the account would appear on the final invoice.Any attempts to confirm this in writing have been unsuccessful, and the collection company (********* insists this must be in writing from Johnson controls. Our goal is to just be invoiced for the remaining time of the service we had which would be from September 2023 through December 2023

• Initial Complaint

  03/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  They send me a list of locations with a price next to them and expect payment. They provide no backup for the service the provide and they refuse to send an invoice. They just send a statement and demand payment. I have repeatedly asked them to send me an invoice and they will not. they have sent this to collections and also want payment. I asked the collections agent to look at the sheet of paper and she also agreed...It's not an invoice. They continue to charge for services if though we have canceled.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On August 17, 2022 we called to request Johnson Controls to send a technician to replace the battery in our fire alarm system. The dispatcher emailed back and said the technician could come the same day. She did not advise us of the price of the service. The technician came and replaced the battery. We then received a bill for $1789.59. We attempted to dispute the charge by calling Johnson Controls and requesting that they reduce the bill to a reasonable amount for battery replacement. They recorded that we are disputing the charges and promised to follow up, but we received no communications. Instead we continue to receive collections notices. There is no contact number or email via which we can contact their collections department. We have no way of resolving this dispute and continue to get collections notices for $1789.59. We want the charges reduced to a reasonable amount and will then pay the bill.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Approximately one year ago, we decided to no longer renew our month to month contract with JCI because, simply put, they did not monitor our property as was prescribed by the contract. An error message told us the system in our office was not communicating with JCI so a fire or break-in would not be reported to fire or police departments. We paid extra for many years to have a "service" contract wherein JCI would resolve all problems and we were only responsible only for new parts. JCI came out, claimed the problem was the phone line, installed no new parts and billed us almost $1000. So we had $1000 bill and a security system that failed 100% on the prime initiative: to protect the property from trespassing/break-ins, and alert authorities to a fire. For months we attempted to resolve the problem and the billing error with no success. We decided to terminate our contract with JCI as of July 1, 2022. We had paid monthly fees through the end of June, so only the billing error for the service call was not resolved. We continued to receive erroneous ******** after termination and after several back and forths with JCI, we received an email confirmation that we did NOT owe any monies for the service call from JCI . However, JCI continued to bill us for the service call and monthly fees through the end of the 2022. We sent in all evidence of our termination, including JCI's own acknowledgement, and and yet the harassing bills, emails and calls kept coming. Finally in Feb 2023, we received an email from JCI and we once again, sent in all of our supporting docs/info. They now tell us they intend to terminate the account and it will take another 30 days. After reviewing other like complaints on the Internet, we are convinced that this is all part of a money making scheme by JCI to continually threaten former customers for monies not owed until they finally give up and pay under the threat of being sent to collections and having their credit rating adversely affected.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My business was required to have a fire alarm system in place and Johnson Controls ended up buying the company (that bought the company, that installed and serviced my system). The customer service is terrible. I spent way too many hours on the phone trying to get monthly price increases fixed over the years. It was always a system error. Long story short, after being in business for 20+ years, we decided to close, sell the property and retire out of state. I was initially told that we had more time on our contract and that the penalty would be thousands of dollars. After providing proof that there was only a month left, multiple emails and phone calls, they finally agreed to cancel my service and close the account. My account had been on autopay, so I assumed that final payments due would be made. It seems as soon as my service was cancelled, they lost the ability to charge my credit card for invoices that had not been processed, even though the invoices they sent via email, with no explanation, still said "Thank you for using auto-pay."I finally called them to figure out what was happening. I was given an amount due and put a check in the mail. That check was cashed, then I started receiving collection emails. I would reply to the collections department explaining the situation and never received a reply to my response, instead I would receive another collection email from the same person. I finally thought I had everything sorted out and was told I WAS DUE a $61.03 refund. I was told to call customer service to ask for this refund and provide my new mailing address, which I did. This was on July 25, 2022. I spoke with ***** who confirmed the amount I was owed. He took my new mailing address and assured me that I would receive a check in the mail in 2-3 weeks. It was never received. On December 1, 2022, I called customer service and they could find no record of a check sent out to me and there was no record of a credit/refund that was due back to me.

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have/had two accounts with **. My account #******* located at ****************************, was terminated at the end of the contract 3/1/22. I began fire monitoring service with a new company on 2/28/22. I informed ** of my intention via email well over ********************************************************************************************* regarding contact issue over the 9 YEARS I had been a customer. A customer service agent acknowledged my request via email a month later on 3/4/20. I then began receiving letters saying I owed $337 for fire monitoring for the month of March. I called, emailed and sent letters too many times to count. I explained the situation to numerous agents. I spent 9 years with this company (paying 5 times monthly what I now pay or over $35,000) and now JC is threatening to report me to a collection agency over $337 claiming I didn't let them know within 30 days of nonrenewal of my contract. I can't understand the logic here?My second account located at **************************************** is now being threatened with termination and submission to a collection agency because I have not paid a bill for a maintenance call. One of our smoke detectors was bad and we called to have it replaced. This has happened several times of the 6 years this account has been in place. We pay for their maintenance plan and this falls within the coverage. The tech missed the appointment and showed up during our business hours. He asked for "authorization" to do the work from one of our cooks (who had no authority to do so) then proceeded to switch out the bad detector. He was in the building for less than 30 minutes. I then started receiving bill for over $900 with $591 of that for labor. Again I spoke to, sent emails to and wrote a letter to ** explaining we had the maintenance plan. This was acknowledged by multiple agents. I began asking for records of the service call. Including justification for the $600 labor charge.

  Business response

  10/10/2022

  In response to 18185527.

  
  Regarding the first account ******* located at ****************************. The fire account was Terminated by the customer by phone on 03/02/2022 and by email on 03/01/2022. We require a 30-day notice for any cancelation which took the customer to 03/30/2022 as stated in the email that was sent to the customer as provided by customer in their attachment. The payment for the final bill is still owed for the month of March. There are no calls made to the escalation team regarding this matter since the customer cancelled the Fire account.

  
  Regarding the ***************** the customer does have maintenance however water damaged is not covered under Maintenance agreement. Our technician asks to verify if its ok to do the work so that they are aware he is there. The order was already placed for them to come out and do the work once the parts arrived.

  Customer response

  10/19/2022

   
  I did not receive the response email from the business and missed the 7 day window.  I would like add my reply to the online record.  My reply is as follows:
  
  I informed Johnson Control that I would not be renewing my contract on 2/1.  They conveniently  replied on 3/1 via email which a copy of was attached to the original complaint to the BBB. Even if what they claim is accurate, what kind of company sends their former customer, whom they have had a decade long relationship with, to collections over a couple hundred dollars fee that is not related to any services provided simply because they received an email instead of a letter?  
  
  The "tech" hypothesised that water may have damaged the smoke detector I am very familiar with electronics and own both the business and the building and told him with 100% certainty that water was not the issue. Think about this. We would know if there was a leak in the middle of our bar room.  Notice that Johnson Control did not address my complaint that they did not explain the $620+ labor fee I was charged for the 30 minutes the "tech" was in the building.  
  
  A warning to all prospective small business customers of Johnson Control, they may make quality electronics (which I use in my brewery) but they have ZERO business working directly with consumers. Extremely overpriced and horrible customer relations.  They should not have bought TYCO.  
  

  
  

• Initial Complaint

  09/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was formerly a customer of the richmond alarm company. I now find out that johnson controls has taken over their accounts. I receiver no notification of this transfer only a bill (request for payment notice of service interruption) stating that i owed ******. I was called in June by a richmond alarm representative and told not to send any more payments as i was paid up for six months and that she would send me an invoice when payments should resume. I will enclose the last three payments that were sent from my checking account to richmond alarm. Date Range Is Sep 21, 2021 - Sep 21, 2023ChangeTotal: $100.00 Deliver ByPaid toAmountStatus/Conf. #Paid fromCategory 06/01/2022RAC- *************$25.00Complete SS35N-93LN1CHECKINGUncategorized 05/05/2022RAC- *********************************************************** PARTNER CKGUncategorized 04/11/2022RAC- *************$50.00Complete SMGGH-6R70Y*SENIOR PARTNER CKGUncategorized I have changed banks and may not have access to payments prior to that time. If my last payment was sent in June how could I owe the amount that is being requested? Their customer service is a joke. I could not understand most of what was said although I called twice, I still got someone who was not handy with English as a primary language. Hence my reaching out to you. Can you help with a satisfyingly resolution to this issue. Account # ***************

  Business response

  09/21/2022

  Hello ****, 

  This is ******* with Johnson Controls Commercial account support team, at this time we have gone ahead and cancelled your account at *************** for a back date of 06/01/2022. 

*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. ↩