ComplaintsforJohnson Controls, Inc.

• 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. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Requesting a refund for alarm monitoring services that was not delivered. JCSS was unable to deliver alarm monitoring service because 3G cellular service was no longer available and they did not notify me a 4G hardware upgrade was necessary. They continued to bill for monitoring service even though it was technically impossible for them to deliver the service. When I notified them requesting a refund for services not delivered they refused to refund the money I paid. I have sent two certified letters (attached) and email to local account manager. I am only requesting refund for services I paid for that were not provided.

  Business response

  01/25/2024

  The customer was notified of the need of the upgrade on 9/29/23 of which he agreed to and the upgrade was scheduled. The customer cancelled the upgrade on 10/4/23.

  Customer response

  01/25/2024

  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.
  
  Company is unreliable as an alarm service provider because they did not notify me until AFTER  I discovered the issue and brought it to their attention that they had not been providing the service I paid for. I have cancelled service with the company requested a refund for service that was not provided. They are refusing to refund the money paid for undelivered service.

  I have sent three certified letters to the company and several emails but I have never received a response. 

  The only resolution i will accept the the immediate refund of $944.70 paid by me for services that were never delivered.
  
  Regards,
  
  *************************

  Business response

  01/26/2024

  We have applied the credit to the account in the mount of $944.70. This will reflect on your account in ***** hours. *********** is reflected on the account, you can speak with billing ************* option 5 then option 1). The account is active if you wish to cancel, please call ************ option 5 then option 3 to discontinue service if you wish.  

• Initial Complaint

  01/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Johnson Controls has been assigned as our fire circuit provider for several years, and this has never occurred until 2023 that suddenly Johnson Controls has been sending letters and email to collect a payment for an invoice that has already been paid months ago. This has already been complained to BBB in October, 2023 and Johnson Controls representative had confirmed that the payment had been applied, and the case was closed, but Johnson Controls has started sending me another collection email again for the invoice that was already closed! This has been a nuisance for us and wasting our time. Prior to October, 2023 complaint to BBB, I had submitted the remittance advice at least twice to *************** but accounts receivable is not doing their job to apply the payment or reconciling with their bank.

  Business response

  01/16/2024

  Hello, 

  I am showing that there are two open invoices for your account. The first one is for $293.48 which is for services from 02/01/2024-04/30/2024. The second one is for $273.00 for services from 08/01/2023-10/31/2023. I have attached invoices as well as ledger showing payments and credits. 

   

   

  Customer response

  01/16/2024

  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.
  
  We paid what was billed as seen on attached transaction list from our system.  Whoever entered data back in 08/2018 had messed up our account with that strange $20.48 that came from nowhere.  We paid exactly what was shown on the bill and our bank has always been reconciled to ensure that there's no pennies different from our system to the bank statement.  I am 100% positive that we paid in full of what had been billed since 2017.  In addition to $20.48 issue, someone is keep entering invoice# ******** back in different versions for no reason.  We had paid this in full and on time in July, 2023.  Someone in the upper management at Johnson Control must review our transaction record (attached) and compare it to your system.  I am not going to reconcile this for you.  I have been complaining about this for months and NO ONE at Johnson Controls is taking this seriously to get this reviewed in completeness.  This issue is wasting my time over and over because your team is letting the system run and NO ONE is closely looking into this issue.  THIS IS THE SECOND TIME FILING A COMPLAINT THROUGH BBB.
  
  Regards,
  
  ***********************

  Business response

  01/22/2024

  Hi,

  Back in 2018 this account has an yearly increase of $81.90. You pay quarterly if you divide that by four it comes out to be $20.48. In 2018 this account was credited back the $81.90 and a freeze was placed on the account until the end of the contract. Your contract is up, and you are now Month to Month. In July 2023 there was another increase of $81.90 which in an additional increase of $20.48.  JCI reserved the right to increase the account periodically. 

  I hope this explains the additional increase that you are showing. 

  Best regards

• Initial Complaint

  11/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have attempted multiple times to cancel our fire protection plan and our security system plan since 2021. As of November, we are still receiving communications from Johnson Control for the fire protection plan even though we have made another attempt to cancel in August, and we have not paid invoices from the last two years. My business manager and I called, sent letters, emails, and faxes. See attachments for some of the correspondences. We would like them to stop contacting us via phones calls and letters. ******************************************** Director **********************************************

  Business response

  11/29/2023

  Good morning,
  
  We apologize that this matter has not been correctly resolved as you requested cancelation awhile back. Yesterday, we worked on canceling your account and effective immediately, you will receive no further notifications about this system from monitoring. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently my heat exchanger went out that is covered under warranty. They are saying that the part is on a manufacture block and won't be available to January 1st. This started November 13th and nothing has been done to help solve the issue. I am pregnant and expecting in 7 weeks and need heat as soon as possible as it is getting colder. We have gone a week with the manufacturer telling us to follow a certain process to get a free furnace but when we try that process there seems to be continuous roadblocks. We are asking that the system be replace, or the full amount of the heat exchanger to put towards new furnace.

  Business response

  11/27/2023

  Please reply with the serial number of the product in question.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on Aug 24 2023 WE started to have issues with our entry system. The service department has been un able to get the problem resolved. Several service techs set out were not certified to work on the system it has now been over a week and still not corrected.

  Business response

  10/04/2023

  In regard to the complaint, the first work order was for issues with their Aiphone. During that call for the Aiphone issue the customer advised us that they were also having Kantech problems. Which our tech at the time is not Kantech certified and was advised that a new ticket would have to be created. A new ticket was created, and the first available time was for the 29th. The issue was more complicated than our tech was able to fix so we reached out to our senior tech who is more familiar with the situation and spoke with a manager on duty to see if it would be ok for him to come out 10-2-2023 and they agreed.  There was a delay on parts and confirmed with them that they will be out 10-4-2023 which is today, and tech is enroute now. 

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an extended warranty on my Champion AC unit from JR ******* and Air Conditioning, ***********, **. I had the unit serviced in *************************************************** the warranty. The tech did something to the unit that caused it to fail and the house heated up exponentially. They have removed a part from the unit because the heater was working against the air conditioner and the house was heating up. This started in 2020 and has been the same every single summer until the unit eventually totally fails. Now this year every afternoon, the house is ***** degrees ans seen in the uploaded pic and my bedroom is hotter than the blazes. My electric bill is $400/month because the unit keeps running and running and running. Johnson Controls states that I did not purchase the warranty, which I did. ** is dragging me out to the moon not fixing the problem. ***** Wind Supply who supplies the units and Johnson Controls said to call says they have nothing to do with this. I want a replacement unit. I need your help. Please!!

  Business response

  07/07/2023

  The equipment referenced by ************** is registered to her and carries a ten (10) year limited parts and compressor warranty from the date of installation, August 17, 2018. The manufacturers warranty only includes the furnishing of replacement parts that fail within a specified length of time due to manufacturing defects. In general, this is the standard manufacturers warranty in the heating and air conditioning industry. I have attached a copy of the limited warranty certificate for your review.
  
  Although we do offer extended warranties that are available for purchase within the first year of installation there was never an extended warranty purchased for the equipment in question.
  
  To date there have been no warranty claims filed against either the indoor or outdoor units. Should Ms. ****** servicing technician need technical assistance they can contact either their local wholesale representative or our factory technical support.

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had some issues with a Glas Thermostat. **************** promised to send me a new thermostat capable of working both ***** and remotely via the internet. Contacted two times over the last several months. Both times they promised to ship the thermostat. Very disappointed with the lack of concern for their customers.

  Business response

  08/18/2023

  This issue has been resolved with LUX ******** care ***** KONO thermostat was sent as a replacement.

  Customer response

  08/18/2023

  [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,
  
  *****************************
  

*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. ↩