ComplaintsforJohnson Controls, Inc.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 16th, the fire alarm went off in the entire building at *********** in **********. It was determined that there was a leak in the dry line of the fire main system at Current at the Banks. While Johnson Controls was on site, the Johnson Controls technician came into our store and told me there was a broken piece of plastic on my manual pull box and that it needed to be repaired by Johnson Controls. We had the repair scheduled, a different technician shows up in late June and tells me there is nothing wrong with the pull box, performs no service, and leaves after being in the store less than a few minutes. I then receive a bill for $1305.78. I tried calling to explain the situation, however, the woman on the phone was very combative and would not escalate the situation or let me speak to anyone else. There is no way Johnson Controls can actually expect this bill to be paid.

  Business response

  07/26/2024

  Upon further investigation, we were able to determine that the charges for the service call are valid but, in this case, we are willing to make an exception and reach out to the proper department to process a credit on the account. We have yet to complete this process, but it may take up to 10 to 14 business days to complete.  

  Customer response

  07/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this proposed resolution is satisfactory to me. However, I will not know for ***** days if the credit comes to fruition. The customer service rep I initially spoke to on the phone, before the complaint was filed, was extremely combative and incapable of understanding the situation I was trying to explain to her. I can't be sure, but it seems like she was an outsourced 3rd party telephone representative. However, the individual who reached out to me after the BBB complaint was filed was a night and day difference from the initial customer service rep, very understanding of what I was trying to explain, and seems to have made the situation right. I only wish I could have initially spoken to this person, or someone else who could actually understand the situation I was trying to explain, instead of the customer service rep who was refusing to escalate the call or let me speak to anyone else. If that had been the case, this BBB complaint would have never happened. Regardless, I do appreciate JCI making things right in the end.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Recently, I contacted Johnson Controls to address an issue with my AC unit, expecting them to honor the warranty as agreed upon in the original contract. However, I was informed that they are now refusing to honor the original warranty. Instead, they are attempting to impose a new clause regarding the transfer of home ownership. I find this behavior to be highly unethical and a clear breach of contract. Changing the terms of the warranty after the fact is not only unfair but also deceptive. I believe Johnson Controls is trying to evade their responsibilities and obligations under the original warranty agreement, which is unacceptable.I request that Johnson Controls honor the original warranty agreement and provide the necessary repairs for my AC unit as covered by the warranty. Furthermore, I urge the Better Business Bureau to look into this matter to prevent other consumers from facing similar issues.Thank you for your attention to this serious matter.I provided the original warranty slip that was included at time of purchase and the updated one that added in the clause on transfer of home ownership. Desired Resolution:I want Johnson Controls to honor the original warranty agreement without any modifications and provide the necessary repairs for my AC unit as covered by the warranty.

  Business response

  06/14/2024

  Thank you for contacting us in this matter.

  I have contacted ************ directly and have advised him that we have updated the warranty on his products. Serial number ********** and ********** are still within the 10 year limited warranty until July 5, 2027 per the limited warranty certificate included in his original complaint. 

  I have provided ************ my contact information should he have any further questions or problems.

  Again, thank you for contacting us in this matter, If you have any questions please advise.

   

  Customer response

  06/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Business ******************* and Cooling LLC Business we are filing complaints against(listed below as well) Johnson Controls & ********* Supply Product Purchase DATE 5/30/2016 Product Cost $800 for one condensor Product under 10 year parts warranty Product name is Evcon. Evcon is an outdoor a/c. Outdoor a/c coil was defective. We purchased the Evcon a/c from ********* Supply. ********* Supply informs us that they cannot supply the warrantied part in a reasonable time frame. Notified us to contact Johnson Controls, which is the manufacturer. Johnson Controls is who we registered the warranty from. Both parties are passing blame between one another. I have numerous Evcon units installed under Johnson Controls warranty. This problem will be ongoing.

  Business response

  06/11/2024

  The attachment is for an ICP brand product. Please be advised that Johnson Controls does not manufacture, market, sell or have any affiliation with ICP, they are in fact a competitor. Any questions or problems concerning ICP products should be directed to ICP for assistance.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  our customer #*************** for $654.79 that we are being charged on our Amercian Express every quarter was supposed to be cancelled. We have been going through this every quarter since the summer of 2023 with the BBB and Johnson Controls have yet cancelled customer account ***************. Please cancel #***** 127100213.We have a new account that was created in the summer of 2023 that has been paid up for 2 years that is active and we want to stay active.

  Business response

  04/10/2024

  Good morning,
  
  After reviewing the information for this account and speaking to the sales representative we have canceled customer # ********* as of June 5th, 2023. 
  
  Your account ledger is currently showing a credit owed to you for $2,7412.17 for customer # *********. 
  In order to resolve this credit (either by getting a refund or transferring the balance over to your active account) you would need to contact billing at ************** Option 5, and then option 1 for questions. 
  
  I truly hope this resolves the problem with your account with **********************. If you have any further questions in regards to the cancelation of # *********, you can reach out directly to me, *************************, at either ********************* or ************.
  
  Thank your for your time and patience and I apolgize in how long it took to resolve this matter.
  
  ***************************
  Johnson Controls Commercial Account Support
  

   

  Customer response

  04/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.    Thank you BBB, it took almost a year to get a solution. It will be settled once I get a refund.  thank you.
  
  Regards,
  
  *********************
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello,I reviewed him in voice We are clients of Johnson Controls which is a Tyco or the other way around. I received 2 invoices from Johnson Controls and I called the phone number on the bill and somehow can redirected to the ****** office. On October 26 used my last Mastercard today invoice numbers 511e an outstanding09434 and ********. That added up to $2181 US I have included a copy of this proceed and the credit card statement. I do see that the amount erroneously charged in ******** dollars. They have continued to send me bills monthly and have not acknowledging the payment of $1589.16 US ($2181 ********) which was made on October 26. I have called and emailed them repeatedly with my latest verbal interaction being with ************* 3 weeks ago. He acknowledged the payment and said they would either credit me back the $1589.16 US or bill me for the difference. Since then I have not been able to get ahold of them through email or telephone. He said they ccouldn't do anything until they figured out what happened to the money, which is not my responsibility as I have clear evidence of payment.Please Help *************** Mobile # ************

  Business response

  04/09/2024

  Johnson Controls has processed this request and the refund has been processed. Funds will be reflected in 4 to 6 working days.
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  June 2023 the fire system read offline, waited to report due to building work7.26- Service requested 7.31- tech #1 suggests phone line issue. ******* comes, spotty line, system remained not working Our contract states no charge for tech if equipment errorAugust sales **** *************************** came by saying we need to replace the whole unit & will send quote8.31- Tech #2 without us ********** says he cannot fix it11.6- Still no quote. Annual renewal due Nov 1. Call 800 # asking about partial refund/credit for system being down July until then. ******* says speak to ***. I email *** + follow up on quote for a new system. He will ask management about refund/credit inquiry. Then sends the cost to replace the system. 11.8- Tech #3 had a very old part & able to get our system up11.11- *********** meeting to discuss replacement cost. I email *** about the 0% down option. At meeting person responsible for bills says they paid our annual bill. I inform *** of that payment and again follow up about refund/credit11.20- Receive 0% down quote12.21- Owner responsible for paying condo bills informs me (invoice #******** - $912.20) was not our annual bill but bill for tech as she now has a bill for 2024 year. I email *** about crediting from previous discussion + inquiry to why we were billed for tech since it was a system issue. He says he'll follow up with management again.12.24 - Decide to go with a different vendor. Email *** to cancel service. ***** - Call 800 number informing I had no response from ***. Official cancel & request follow up to previous tech bill/********* told they would look into & send a final bill in 30 days of prorated *********** - Call 800# about late notices on 2024 payment. Direct us to ignore a final bill of ****** will come. File dispute case ******* on all previous issues3.11.24- Receive final bill ****** has service charges of ***** no explanation. Request to speak to supervisor. Told will receive call in 48 hrs. No call as of 4.1.24

  Business response

  04/03/2024

  Invoice #********- Service was requested by customer ************************* for a system issue. The problem was actually the phone companys equipment and *** cannot work on another companys equipment.  As this was not a *** system issue, the technician visit was not covered under the *** maintenance agreement.
  Our customer was billed for the ************** for $1071.81 on 11/01/2023 10/31/2024, Invoice # ********.
  The account was canceled by the customer, effective 01/28/2024.
  The account then received a credit of $-812.78 for the unused portion of service from 01/28/2024 10/31/2024, invoice # ********.
  The final balance due of $307.27 is the portion of service to the customer prior to the cancelation of the account, 11/01/2023 01/28/2024.
  
  As a courtesy to the customer, we will credit the final balance of $307.27, and the account will be at a zero balance.

  Customer response

  04/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We use Johnson Controls for Fire Monitoring and have completed several projects with them in the last year. They have not sent us the final invoices for these projects. The most recent project was completed 2 NOV 2023.Some of the invoices we have received have been wrong. We went through the dispute process and they were resolved in our favor. Only one of the invoices has been corrected. Between the incorrect and missing invoices we are waiting on 14 invoices from Johnson Controls.They said they can't issue corrected invoices because there is a new contract going into effect soon, but I haven't signed any new contracts and they don't know what the contract is for. Meanwhile, they are sending angry, threatening letters saying they will cutoff our service if we don't pay the invoices that they admitted were incorrect during their dispute process.It has been over three months that I have been trying to get missing and/or corrected invoices sent over. I have never had so much trouble giving my money to a company.

  Business response

  03/25/2024

  CAST Representative ************************* spoke with customer on 3/25/24. Advised customer he should not have been escalated on his account. Advised would credit his account for the escalated amounts so he could pay his current invoices ASAP. Advised I was working with my team lead and sales to try and figure out why the invoices for completed work had not been sent out yet. E-mailed customer my actions as well so he would know he would not be forgotten as we worked on trying to get what he needed done. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/29/24 Being billed for $707.23 They say they provided services, which they did not, and continue to bill ** and will not resolve the dispute from the previous year for the same service that didn't happen.I asked them to remove the charges, they opened a dispute, but have done nothing and are threatening collections.Account Number: ***********

  Business response

  03/21/2024

  Good morning,
  
  I have reviewed the customer's issue and have discovered that both charges were for inspections done on the customer's system for 2023 and 2024.
  
  I have included those inspection reports in this response to show the inspections were completed. 
  
  Furthermore, the inspector ***** will be reaching out to confirm he was there on those dates.
  
  His name is ******************************* and his e-mail is: ***************************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cannot get a faulty product replaced or adequately repaired.

  Business response

  02/13/2024

  This is to acknowledge receipt of this complaint.  We have reached out to ************** at her email address requesting more information. 

  We will provide more information as it becomes available.

   

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** provides 24/7 alarm security monitor service  for our business -- MediPlus Pharmacy at ***************************************************************************, since the 1990s.  
  The quarterly premium now is $208.98 compared to $191.61 in 2023 and less further backward..
  The business was broken into on 09/15/2023, but no alarm was sent to the police or a call from the monitor center to notify us.  That is WHEN we find out our monitoring alarm system has
  been down since 9/2/2022 a whole year ago (the date of 9/2/2022 is *** decided and *** refused to go further back as we asked, they had given us numerous different dates on the *** failure earlier).  
  The 800 customer service was harsh and difficult to deal with even for basic information, questions & answers, or  our requests for file records. They  kept rebutting any of our questions and denying our requests.
  On top of giving us incorrect information about the person in charge or management, deliberately sending us running around in vain and wasting our time..
  Finally, we were able to get hold of the ******* District Manager ************** a month later, he said he did not receive the letter we sent dated 11/12/2023. (we sent on 11/12, a copy through USPS 
  Register mail, and a 2nd copy faxed to the fax number provided by the 800 customer service).  But, it is within his authority and power that he could decide whether to (1) terminate the 4 years 
  contract, (2) refund the *** failure premium, (3) refund the new upgrade cost of $539.33 just a few months shy from the *** 9/2/2022 *** failure date, but he wanted to read the letter first. 
  After the Thanksgiving holiday, we called ************** and he said he had to forward the matter to the *********** due to in the letter we mentioned "Damages".  
  12/1/2023 we received a call from a woman who identifies herself as from *** ********************** which turned out to be within the monitoring  center.  She was vague and very evasive 
  with all our concerns, she danced around and never answered any of it.   She gave us (1) a "Event History Report" from 9/1/2022 to 12/31/2022. She said according to that report *** did call (on 9/2) 
  and sent a letter (on 9/4) to notify Mediplus Pharmacy about the problem, but she can't and refuses to substantiate and prove her claims.  As to the many requests for file records has not received,
  she said " Oh, there is a type error in the Email address". (IF they are making a simple typing mistake in sending customers' requests, would they make an error in dialing the phone number,
  on 9/2/2022?   Could they write the mailing address incorrectly when sending the letter on 9/4/2022 ?   She just forcefully bullying us to take what she said), so I ended the call with her and called **************. 
  Few days later, we received an Email from ******************* introducing himself as the manager of the woman from the monitoring center, he wanted to set up a phone conversation appointment.  
  We replied and gave him the entire following week morning time to call.  He did not call.  He stood us up.  
  He sent a reply Email late on Wednesday after around 4:30 PM, saying ".... because of your repeated threats of a suit I have to remove myself and forward your case to the *********** for handling....."  
  I was expecting a phone call from him, my Email is a very personal Email, I don't stay on it 24/7 like work demands/required, we did not know this sudden change until Friday PM after wasting the
  entire week waiting.  So, I contacted ************** again, since he is the ******* District Manager and the only window of contact so far is still responsive.  
  Then, we received an Email from the *** North ************************* Director ************ on 1/4/2024 who wants to talk with us on 1/8/2024.   As I have said my Email address is a private personal
  Email, we did not know the Email late Friday afternoon.
  With good faith and respect to the position/title on top we really want to get this matter taken care of, so I replied and OKed the Monday morning phone call late Friday evening.  
  Of course, nothing, no reply the whole weekend.  ************ replied to my Friday evening Email Monday morning @ 9;33 AM saying he will call @ 9:45 AM. (I am only showing you how 
  *** disrespect and response to their patrons from the bottom front line to the top, they Don't Give A C*** about their consumers, and they are unprofessionally street bullies).
  Basically, the phone conversation with ********** was (1) we are let go from the 4 years of the contract because we are not happy with ***, (2) a $841.46 premium refund is granted 
  (which is not correct, we have not found out exactly WHEN the *** failure occured), (3) we can suit if we like there is no string attached on (1) & (2).
  All the while we have been confined, shuffled, bulldozed within the ******************* people, even though several times we were told the issue has been forwarded to the Legal Department.
  We ended up getting contacted by the ******************* personnel. 
  There seems to be no check and balance, only conflict of interest.  There seems to be no accountability, only potentially cover *** and perjuries of file history.  These are
  the very people that failed to notify us or made attempts to repair a failed *** for more than 14 months. These are the very people that sat there watched and monitored day in and day out for
  more than 14 months with total disregard of our safety and security with a failed ***.
  It has been 4 days since our last conversation with ********** on 1/8/2024, I sent a follow up Email on 1/9/2024 concerning, (1) $841.46 amount detail calculation, (2) we are still waiting
  for the "Event History Report" from 1/1/2022 to 9/1/2022, (3) the $593.33 upgrade **************** said he could and will refund, (4) the proofs they so claimed they called on 9/2/2022 
  or 9/3/2022, and the letter they claimed they mailed on 9/4/2022 on notifying the *** failure.   But, as of today 01/11/2024, NO ONE IS ANSWERING OR RESPONDING. 
  *** is a big corporation, they really make us feel so small, defenseless, and next to nothing, and, we are their very blood and life lines that made them big.  Especially Mediplus has been
  with them for over 20+years.   They failed their  promise and guarantee of a 24/7 peace of mind monitoring security service first, and they acted as such a despicable bully with no regard 
  concern to their patron customers.

  Customer response

  01/25/2024

  On Thu, Jan 25, **** at 8:35 AM *************************** <******************************> wrote:
  Thank you BBB,
  
  Please let me know if this is not a way to provide additional information.
  
  Toward the end of the background statement right before the section of "Desired Resolution", regarding ************** last Email, "........It has been 4 days since..........I sent a follow up Email on 1/9/**** concerning (1)....... (2)......."
  I need/want to add (5) ********** repeated the refund check mailing address over the phone correctly which means he wrote down correctly, but, in his follow up Email he did the zip code wrong, 
  intentionally or what? He never acknowledged my corrected Email of his error (***** not 74413).   So JCI could have another lame excuse of "oops a mistake!".  JCI surely made a bundle of mistakes from top
  level to the bottom front customer service.
  
  As of today, 1/25/****, 16 days, no refund check.  
  
  In the phone conversation ********** said he will check with ************** on the refund of the upgrade cost, it is ****************** authority not ******, but he will have ***** Email me directly,   Nothing from ***** as of today, 1/25/****.
  
  This just more added on to show how JCI operate and treat their patron customers worse than dirt. I wonder if the administration is aware of it, condoning it, or as the same.
  
  Respectfully Yours,
  ***************************

  Business response

  02/02/2024

  1) We are an international company, global headquarters is in ****, Ireland., not *********.   The customer location is in *****.
  
  2)  The customer contacted us about an alleged break-in of a property with monitored alarm protection from our company. We actively worked with them to investigate.
  
  In our investigation, no alarm was received at the monitoring center.   There was a history of communication failure,and that we had on two separate dates to notify all their companys designated phone contacts of the failure.  After the second attempt at all numbers,we sent a letter asking them to contact us regarding the communication failure.  We provided them with the event log of the alarm system and explained the notations.
  
  Our company engaged in multiple calls and email exchanges with the customer over a two-month period, involving both our local office and national team, to try to find a solution agreeable to all parties and within scope.   The customer sometimes asserted that they were unaware of our attempts to notify them by phone and in writing, and on other calls admitted they may have received a voicemail but we should have continued to attempt to contact them again and again, or used certified mail instead of regular postal mail. 
  
  They advised they intended to be released from the contact,recover all monies paid to us, be reimbursed for equipment and upgrades to same, be reimbursed for the value they placed on allegedly stolen goods (only $500), and they demanded to be reimbursed for an unspecified amount for their reputation and to be reimbursed an unspecified amount for all future business lost.
  
    We believe that we fully complied with the terms of the contract which spells our mutual responsibilities with a customer as their monitoring station.   We worked with the customer in good faith to reach a reasonable resolution to their complaints within the scope of the contract.  At their request, we released them from the contract at no charge.   As a gesture of goodwill, we refunded the monitoring fees for the period during which they disputed being informed of the possible communication issue, despite our records showing the required notifications were made. 

  Customer response

  02/04/2024

  Better Business Bureau:
  
  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.
  
  I am attaching a reply to the business reply in detail above, since I am not proficient with advance electronic technic, please let me know if you did not receive my detailed attachment, I can try to sent through my personal email or ***** I am pretty good at that way.

  I have many email back and forth with the *** which I can submitted for you reference, I just don't want you to sent to *** because they should have them but they still boldly and openly lie about everything. So disgusting and disappointed. 

  There were numerous phone calls to the 800 customer service at the start of this matter, as the matter worsened, Mr. ***** start to avoid direct contact from us (there were only 2 phone calls with him).  And we started to want to have proof that is when we turned to emailing.  With **********, the North America monitoring center director there was only one telephone call on 1/8/2024.  Duri9ng these 3 calls there was absolute nothing like stated in ***'s reply.  It is very sad and disheartened that *** behave in such unspeakable way.  They are excellent in "Disorientation" not "Persuasions and Proof".
  Regards,
  
  *****************************

  Business response

  02/09/2024

  1. JCI has provided requested Event History of the communication fail COMM FAIL on numerous occasions. This Event History details the calls and letter sent to the customer notifying them of said Communication Fail.

  
  2. We believe that we fully complied with the terms of the contract which spells our mutual responsibilities with a customer as their monitoring station.   We worked with the customer in good faith to reach a reasonable resolution to their complaints within the scope of the contract.  At their request, we released them from the contract at no charge.   As a gesture of goodwill, we refunded the monitoring fees for the period during which they disputed being informed of the possible communication issue, despite our records showing the required notifications were made. 

*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. ↩