ComplaintsforJohnson Controls, Inc.

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am writing to formally lodge a complaint against Johnson Controls ************* due to their failure to provide adequate service and their refusal to honor a reimbursement they initially promised. On October 1st, 2024, I was informed by the police and a friend that my store, Casavante by **************, had been broken into. This news came as a complete surprise since our store is equipped with an alarm system provided by Johnson Controls, which should have alerted us immediately in such a situation. However, we did not receive any notification from the system on the night of the incident.When we arrived at the store, we found that the front glass door had been shattered. The break-in had occurred at midnight, leaving our store unsecured for the entire night. We contacted Johnson Controls right away to understand why their alarm system failed. They offered an apology and stated that they were unsure of the cause of the failure. They also assured us that they would cover the costs of repairing the glass door.Despite this promise, Johnson Controls has since shown no willingness to fulfill their commitment. We have reached out to them multiple times, but they have become unresponsive and are now unwilling to address our concerns.The lack of alert from their alarm system has caused us considerable distress and financial loss. Therefore, I am requesting the BBBs assistance in resolving this issue. I would like Johnson Controls to:1. Conduct a thorough investigation and provide a detailed explanation of why the alarm system failed to alert us.2. Compensate us for the full cost of the glass door repairs, as they had initially promised.Once the company gets in touch with us, we are prepared to provide them with the glass repair bill, the police report, and the video of the incident.Address of the Johnson Controls *************************** we have been dealing with is:Johnson Controls Security Solutions- ************************************************

  Business response

  10/09/2024

  10/08/2024 We called Mr. ***** **** to follow up on the incident he stated that our Sales Representative promised to pay for his broken glass door. We advised that we would contact the Sales Representative regarding this and research the incident as well.
  
  10/09/2024 We spoke to our Sales Representative for Mr. ***** account, and she advised that she did not promise to pay for the door but that she would look into it for him.
  She also sent out a technician to check his system to verify why the system may not have sent a signal during the incident.
  
  We advised Mr. **** that per his contract with Johnson Controls, he will need to file a claim with his insurance company.
  His insurance company may then contact us for information.

  Customer response

  10/09/2024

  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 writing to formally reject the response provided by Johnson Controls regarding my complaint. The companys statement that no commitment was made to reimburse me for the costs of repairing my broken glass door is inaccurate.
  
  I spoke directly with a Johnson Controls Sales Representative over the phone shortly after the break-in on October 1st, 2024, during which they verbally promised to cover the cost of the door repairs. While I do not have written documentation of this conversation, I believe that Johnson Controls can access internal call records or notes from that conversation to confirm that this commitment was made.
  
  Furthermore, regardless of the verbal agreement, the fact remains that their alarm system failed to function as expected during the break-in, causing me significant financial loss and distress. As a customer, I relied on their service for protection, and it is extremely disappointing that they are now denying responsibility for the failure of their system.
  
  I urge Johnson Controls to uphold their verbal commitment and take accountability for the failure of their alarm system by reimbursing me for the full cost of the glass door repairs. I also request that they investigate the technical failure of the system and provide me with a detailed explanation.
  
  Thank you for your attention to this matter.
  
  Regards,
  
  ***** ****

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a York **** unit on that was purchased and installed in 2017 by Allied Experts. The unit is covered by a ten-year warranty, which is scheduled to expire in 2027.On July 18, the **** unit failed. We contacted the original installer, Allied Experts, who diagnosed the issue as a faulty compressor. Allied Experts informed us that obtaining a replacement compressor from Johnson Controls would take approximately 3-5 business days and install would occur shortly thereafter.Despite repeated assurances from Johnson Controls that they would get the part in, the replacement compressor has not been provided. Without air conditioning during the hottest part of the summer, our house has been unlivable with inside temperatures ranging from ***** degrees. This not only has been a huge inconvenience and complete discomfort, but weve been forced to find alternative housing during the hottest weeks. To date, we have been without air conditioning for 32 days with no end in sight. Johnson Controls has offered no reasonable explanation for the delay, nor has offered us any financial compensation. The least they could do at this point is pay for the warranty labor to install the compressor, if it ever arrives.In our opinion, Johnson Controls failure to honor its warranty constitutes a breach of contract. If you are even remotely considering purchasing equipment from **** or Johnson Controls, dont. This is the kind of quality and customer service you can expect to receive from them. Model #: YCG48B21SA Serial #: ********** Order #: ************

  Business response

  08/27/2024

  Typically, replacement parts are in stock and available through the local wholesale representative in the area. Unfortunately, in this instance the needed compressor was not available locally and had to be ordered from our parts center. The order for the replacement compressor was placed on August 6th and shipped on August 14th. As compressors are shipped by truck it arrived and was picked up by the servicing dealer on August 21st. 

   

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I own a 4-plex at ************************************************** and is held under a LLC called "Jupiter Haven ****** LLC". The fire panel for the fire/sprinkler system needed replacement. The monitoring company I use determined that the battery charging system was bad. The fire panel brand, Simplex, is a Johnson Controls ************************* On Jan. 30th, 2024, I called JCI to get a quote on repair/replacement of the panel. I received a confirmation email from JCI of my call and it clearly noted that they will "put together a quote for test and inspection" of my panel. I received a call about a week later from a JCI dispatch person who stated that one of their technicians would be out to look at my panel. At NO TIME during this call was a price quoted and I never received anything in writing regarding an estimated cost. I received an invoice totaling $1,229.17 for their technician visit. I called JCI and disputed the charge. *** first claimed that I requested the service, but the email they sent me clearly states that were going to get me a quote. I then received a call from a *********** manager who claimed that I was provided a cost estimate by the dispatch person and they have a recording of that call. When I asked for a copy of the recording, he said he didn't have a copy of it, but would get me a copy. Several weeks later, I spoke with another JCI employee who said he had the recording. When he played it, it wasn't a complete recording, was horrible sound quality, the voice they claim was me didn't sound like me and there were long delays in the conversation they played. I asked them to send me the entire recording they refused saying it was against policy. In an order to settle this, I offered JCI $200, which covered their truck charge ($185). They countered with $400, which I declined since I shouldn't be responsible for any fees. Note, I did get 4 other quotes, no other company charged me to quote. I'm looking to have this bill removed, so it doesn't go to collections.

  Business response

  08/07/2024

  The invoice is a valid charge to send a technician out to the location.  As a concession a discount of 72% was offered in a manner to help ****** good customer relations, but this offer was declined.  A recording of the call was played for the customer indicating that the possibility of incurring charges for service existed.  At this point the invoice would be considered valid and the full amount would be considered due. 

• 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. 

*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. ↩