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Business Profile

Security System Monitors

Johnson Controls

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security System Monitors.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/22/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Johnson Controls Security Solutions acquired ********************** that I had been with for over 30 years. June 8th in the middle of the night my alarm starting beeping really fast. The next morning June 9th I called and spoke with 4 different individuals at Johnson Controls none could tell me what the issue was. Then after being transferred to the 5 person I was told they had not been monitoring my home since *** of this year. I paid them for *** and had already paid them for ***** They sent someone out to my home for a cost of $125 to tell me I needed to upgrade my system from 3G to 5G. I have learned in the security world 5G does not exist it is 4G. No one ever contacted me to say my system needed to be upgraded or they were not receiving a signal from my alarm system. I was work with *********************** to get scheduled for an upgrade and each time I reached out in June, July and August I was told he was trying to get me on the schedule, all the while I was not being monitored. When I received the bill for July I refused to pay and ******* did waive this fee. Then I called them on August 14th to cancel their services and they said I didn't give them a ************************************************************************************************************ since *** and I was not going to pay them because I have done everything to try and get them to fix these issue. They have refused to waive the fee saying staff shortage and the required upgrade was out of their control and I would be required to pay them for a service I have not been receiving. I have learned after interviewing other alarm companies they have not charged their clients for the upgrade where Johnson Controls wanted to charge $980, and the other companies had what is needed to upgrade their clients at the time 3G went away. This company is a joke and I will not pay them another dime for a service I have not been receiving for 3 months.

    Business Response

    Date: 08/24/2022

    We have submitted a credit for the clients account for three months she has requested including the half of August during the time of the 30 day period policy we require for cancellations. After researching account our central station was still communicating with ***************** system until June 10th. We offered a reduced cost for the upgrade to **************** which was intially accepted. But she stated the wait time for the cellular communicator was not acceptable and requested the cancellation shortly after this. 

    Customer Answer

    Date: 08/24/2022

     
    Complaint: 17722521

    I am rejecting this response because:

     

    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.  However, they are not accurate in their statements regarding giving me 3 months credit.  I paid them for *** and June which was never credited back to me.  Per *********************** Commercial Account support person that was assigned to me in getting this resolved in an email stated they would apply my June payment towards my July bill.  Again no credit or refund has been sent to me other than what I mentioned above.   If I paid them and they took my payments for *** and June and did not refund to me how can they say they gave me a 3 months credit?   I am glad they are willing to waive the August payment and they are correct in they did offer a reduced upgrade fee to me and after waiting for 3 months I cancelled as I needed to have my home monitored.


    Sincerely,

    ***********************

    Business Response

    Date: 09/06/2022

    Per the customers email dated June 21, 2022- she is requesting her June payment to be refunded. 

    The customer paid her June payment in the amount of $57.70,June 4, 2022.  The customer also paid a technician service charge of $125.00 on June 30, 2022.  These two payments total $173.10.  The customer made no payments in July and August. 

    The customers account ledger was updated by Billing on Sept. 4, 2022.  The updated balance is a credit of $176.95. We have requested a check refund for the customer in the amount of $176.95. The check refund process can take 4-6 weeks.

    Customer Answer

    Date: 09/09/2022

     
    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.

    Sincerely,

    ***********************

    Customer Answer

    Date: 10/19/2022

    To Whom this concerns,

     

    You worked with me on a complaint with Johnson Controls on the above complaint number 17722521.  Per your email they were issues a refund check to me on Sept 4, 2022 in the amount of $176.95 and I was to allow 4-6 weeks to receive.  It has now been 6 weeks and no check has been received, so I called them this morning and they never issued the check as they stated to you on Sept 4th.

     

    Is there a way to have this compliant reopened and this addressed with them so I can receive my refund check?  ************ makes promises and NEVER follows through on anything they say.

     

    I look forward to hearing back from you shortly.

     

    **************************

    1002 ******************

    *******, **  23102

    ************

    **********************

    Business Response

    Date: 10/24/2022

    I show that there is a credit invoice that was sent out 08/15/2022 for $ *****. I have advised the customer she needs to call the number on the invoice, so they know where to send the check.

    Customer Answer

    Date: 10/28/2022

     
    Complaint: 17722521

    I am rejecting this response because: I have called to provide my address which they already had on file. They still have not issued a refund and each time I call Im told it will be issued in 3 weeks.  It has now been 8 weeks since they told you in the below it would be issued and I could expect within 6 weeks.   They are it only giving you the run around it me as well 

    Sincerely,

    ***********************

    Business Response

    Date: 11/18/2022

    We are sorry about the delay with your refund. I have personally spoken with our billing team and at this time they are stating the check for your refund was processed and sent out on 11/17/2022. 

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