ComplaintsforJohnson Controls
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Complaint Details
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Initial Complaint
12/05/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We have had billing issues with this company going back to July 2022. This company bought the local alarm company we used at our house. The 3rd quarter bill was paid via my bank to the previous company name (same address, etc.) However, the payment was accepted and deducted from my checking account. (I have bank statement). On Aug 11, 2022, we responded to an email from Johnson. (I have copies of the emails) In September my wife had email and phone contact with *****************************, who said she'd fix the problem. We had several more bills in spite of being told it was resolved and also having sent bank records in the company. Apparently, that issue was resolved. on Sept 27, 2022, we made payment for the 4th quarter service. I have the bank record to substantiate the payment was received. On Friday we received a collection letter for the Q4 payment. We have spent several hours online and, on the phone, trying to resolve their accounting problems. It is frustrating as their call center and customer service is located offshore. Our calls and emails, in spite of the customer service rep's assurances, seem to have no impact. It seems as though nothing is ever noted in our file. We have records of our calls and email correspondence with Johnson Controls. We can document our efforts to resolve this. We would like to have our account correctly brought up to date and marked current and then discontinue our service with this company. We appreciate any assistance you can provide.Business response
12/06/2022
The account has been credited to a zero balance. There may have been some difficulties with the account transition but can verify your payments have been getting processed. If discontinuance is requested you can contact our cancellation team at ************ Option 5 then option 2. Make sure oto have your customer number and personal identification code ready. Alternatively, you can also request cancellation through our email team by sending an email to ***********************
When process by email things to include will be listed below:
Letterhead
Customer Number
Reason
Date Requested
SignatureAddress
Location Name
Initial Complaint
12/05/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received a threatening letter about an alleged past due bill, however, my plan was on autopay and I had not received any prior notice that the payment was past due. The most recent communication I received from them was a statement credit for when I canceled my service. That communication also made mention of my account being on autopay. How can I be past due when I have a credit on my account and that statement makes no mention of any balance? Their billing practices are unethical and they should held to a higher standard. I pay all my bills on time and to get a notice like this is maddening. I have attempted to call them multiple times to resolve but only get an option to leave a message and no one has called back. I have had nothing but problems with this company since they took over Richmond alarm hence why I canceled my service.Business response
12/05/2022
The clients account is currently being credited to be placed on a zero balance after evidence was acquired that auto pay was not emacting as it should. The account is currently canceled and the credit will stop any more letters or calls to the customer. We apologize for this inconvenience. The account balance will update to 0 in 2-3 business days.Initial Complaint
11/17/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
**** Controls purchased Richmond Alarm around May/June 2022. I made a payment on my account for $100 on July 14th which would have covered 3-4 months of service in advance as i always do. i got late notices in August and verified i made the payment with my bank to be informed i paid it on the wrong company's website so they had to refund the money i paid in June back to me and would cut a check. Not sure why they wouldn't or couldn't transfer the funds to the new account . Waited until end of Oct called again as no check has arrived and they said they would cut another and it would take 3 weeks again. September i made a payment so i wouldn't be in default in the right account and URL. I called again just this week as still no check of refund and they have yet to apply the funds to my acct with Johnson controls got transferred to 4 different people until finally someone said they would check the status of the check. yet no one did this the last time i called. i called because i was trying to make a payment on the account once again but now it said it didn't recognize me. they had lost my profile that i created in Sept to make the online payment . finally got online there and made the payment, but this company doesn't give a c*** about their customers , i have been waiting months for funds that they have to move to my new account or given back to me. Want me to pay more money for service when they cannot even provide customer service. i would like the refund amount sent to me for the payment of ****** that i sent July 14th , 2022 returned to me or transferred correctly to the new Johnson controls account. i would also like proof that this happened as well.Business response
11/23/2022
The payment of $107.80 was processed back on 08/16/2022. This is documented through our billing ledger and the current account balance is 0. If the client is requesting proof of this payment going through she can call our customer account support team at ************ option 5 then option 2. We are more than willing to show the client proof that the current account balance is to this date 0.Customer response
11/23/2022
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Cryst *****
i am speak to the payment made to the Richmond Alarm account on 7/15/22 that has yet been transfered to the new johnson control account , here is my reciept the August payment i made myself i am wanting the other $100.00 payment that was made adjusted to my bill , here is the reciept i recieve from my online payment . i would like to see proof this money was moved over to the new acct as i was told twice that they were issuing me a refund and have yet to see any money from this company or richmond alarmDear *************************,
Thank you for your recent payment to Richmond Alarm Company. This is a confirmation notification for your recent CC or ACH transaction. Please see the details of your payment below:
Customer ID:
Total Amount: $ 100.00
Method: VISA
Last 4: 8559
Date: 7/15/2022 6:27:38 AM 602162
Authorization Code: H92808
Client ID: ******Initial Complaint
05/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On numerous occasions I called and told them I wanted to cancel our alarm monitoring - I also sent there bills back with CANCEL SERVICE on the bills.. They a=ignored all and insisted I sign a docusign document to cancel - I did so on both my home and business account - they claim they have no record of this. Since ******* Controls bought them they have provided zero service - called every day to report they had an issue with the monitoring and wanted us to pay them to fix "issues" that did not exist before they took control from the old Richmond Alarm. Now they insist I continue to pay the for an additional 30 days after we replace them with another provider. ******* **************** is worst than awful.Customer response
06/13/2022
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Better Business Bureau:
At this time, I have not been contacted by Richmond Alarm Co. regarding complaint ID ********.
Regards,
*************************Business response
06/24/2022
We have reviewed the account. As of 06/20/2022 we have requested a check refund in the amount of $43.89 to be mailed to the client. This process will take 4-6 weeks, and this will update his account to a zero balance.
We have also verified that the account has been placed out of service as of 06/09/2022.
In regards to the aforementioned home address, the client had given no previous indication that his home address account was to be canceled. Please let us know if the home account needs to be canceled.
Thanks,
*********************************Commerical Account Support
******* Controls
Customer response
06/27/2022
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would resolve my complaint about my business account. I canceled the home account 2 weeks prior to canceling the business account by US mail, DocuSign and phone call. ************ has become a nightmare to work with since purchase by ******* Controls. fallen apart since For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*************************Customer response
08/17/2022
In March of this year I contacted Richmond Alarm (which was a great company) and ******* Controls to advise that I was canceling my contracts for both my business and home accounts. In fact the equipment - which I owned - was replaced in April. Thanks to a complaint I filed earlier - my business account issues have been resolved. Today I received both a notice that a test signal did not go through - - well duh - their equipment is in a landfill - and a past due notice. It seems that their employees are penalized if they process a customer cancellation. Their service is worse that awful which is why we changed providers. Please help!!Business response
08/24/2022
The requested home account for ************************* has been discontinued. And account has been credited so that customer does not owe anything any longer. Both accounts, business and home, for ************** have been discontinued per the request.Initial Complaint
05/09/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Alarm system paid for but cannot get anyone to respond to problems. I have been on hold for hours, cut off and lied to. I want this company to respond to me, fix the system and provide a contact in the company to resolve problems. I am also due a refund to the last month this system has not been working.Business response
06/28/2022
Hello,
This situation has been resolved. We reached an agreement with ****************** and he was given a complimentary upgrade with a new contract.
Thanks,
*********************************Commerical Account Support
******* Controls
Customer response
07/01/2022
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
Regards,
*****************************
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Customer Complaints Summary
17 total complaints in the last 3 years.
3 complaints closed in the last 12 months.