Complaints

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.

• Initial Complaint

  Date:12/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Residental Contract with Richmond Alarm company sold to Johnson Control who required draft for monthly payment. Sold house and contacted Johnson Control 11/9/24 to terminate contract (no early termination fees or penalties assessed), Provided new address for credit to be mailed. Called back 12/16/24 since no credit received as promised by ***** between 11/15-11/30. Spoke with ***** who stated check for credit being mailed. Call Johnson Control again 12/19 & 12/20 when received strange email from Johnson Control Mexico Division requesting to provide address on company leadhead & submit to ******. Contacted 3 different departments as was continually advised. Told new policy would not get refund unless I adhered. I facilitated termination prior to new cancellation "policy" back on 11/9/24. Requested copy of termination policies as an account holder to which everyone declined. All we want is our refund which has been outstanding for over 45 days.

  Business Response

  Date: 12/23/2024

  The account was cancelled effective 11/08/24 and the customer is due a credit of *****. The cancellation agent advised when the cancellation is complete the customer would have to contact to set up check refund. 

  Accounts payable sent the email twice sending link that would initiate the refund process.

   

  "Notes: Good Morning,
  
  It was nice talking with you
  
  As discussed we need below information in order to proceed with the check refund.
  Can you please provide your mailing address for the refund purpose in a PDF format?
  Please send it on your company letterhead wherein the name of the business and address are mentioned.
  Best Regards,
  Anuj
  

  "

   

  Once customer responds to said email and processes it through link it will be sent. 

  Customer Answer

  Date: 12/23/2024

  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.
  
  Address has been provided 3 other times.  Response came from ****** requesting on company letterhead to submit information.  THIS is not a company account it is a residentail account cnacelled well over 30 days ago.  Mailing address IS on file and verified on 11/18, 11/11, 12/16 & again on 12/18.  I was advised on 11/8, 11/11 & 12/16 refund was being mailing.  When contacted 12/18/24 was told new procedure for cancellation in place and must submit on company letterhead request to to cancel & mailing address.  This was over 30 days after the documented termination of cancellation.  I have not received any written revised terms & conditions of new cancellation policy.  When I requested a copy of the their new policy they were not able or willing to provice.
  
  Rgards,
  
  **** ******
  
  
  
  
  

• Initial Complaint

  Date:09/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I cancelled my plan and they keep contacting me by email and phone (4+ times) to pay an over due statement. Then, once I speak with somebody, they tell me I am owed a refund. Then the same cycle begins. It feels like harassment as this point and I'm concerned about my credit score.

  Business Response

  Date: 09/27/2024

  Ms. ***** was advised on 09/26/2024 that her account would be credited to 0. This would be effective within 72 hours and the balance would be 0 so she would not be contacted anymore. 

• Initial Complaint

  Date:04/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We have tried calling and emailing the Sales Manager and we are not getting an answer on why there has been an increase in our monthly bill while still under contract. Several emails went to the Sales Manager asking for an explanation on why our monthly bill was increase & why we were not notified of the increase. No one has called or answered any emails. We are now into the 2nd month of being billed with an increase and no explanation.

  Business Response

  Date: 04/23/2024

  After review of the contract details and account particulars. It was deemed your account was set up to stay at the contracted rate during the term. The escalated price has been removed which will be processed as a credit on your account in ***** hours. The rate has also been locked until the end of the term which will ensure no further increases are made unless contractual obligations are changed. 

  Customer Answer

  Date: 04/23/2024

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

• Initial Complaint

  Date:11/24/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  We have been homeowners for a little over. Year. Recently during a tune up we were told that the heat exchange of our York Lx Series furnace needed to be replaced due to cracks and our heat would be turned off. We immediately called them to see if the part was under warranty. We were told it was but not the labor. After asking for steps we told a contractor the steps to follow to get the part so the work can be done. Fast forward over a week later and the part has still not been issued. Our contractor keeps submitting the request and there is no response. We are trying to keep our home warm with a series of space heaters. When calling York I was told by one person this could have been able to be resolved nearly immediately. Another told me I as the home owner shouldnt be calling them anyway. I told her I was calling because I am a desperate father of three kids under 6 and need this part approved as they keep telling me the warranty isnt available. She showed no care and just told me another number and said she couldnt do anything. The next number I called told me they wouldnt speak to me and my contractor had to call. The contractor for called and similar to other time they said hed hear back quickly and it has been another two days of nothing. We went our Thanksgiving part of the day near space heaters and the other parts thankful that it was warm from the oven being in most of the day. The only other advice I got was to just pay for the part and we would get the money back whenever. These parts cost thousands of dollars, the work to replace cost thousands of dollars. We dont have all of this money. We are newer home owners and unfortunately we had to replace the ** compressor as soon as the summer started. The roof needed to be replaced. There has been work in the house to be done. We have had a tough year and even with that I am not sure why I have to explain I dont have money for a part that is under warranty but a continued lack of care from this org.

  Business Response

  Date: 11/27/2023

  I have escalated this matter to the **** service manager to see what can be done to resolve the issue. Will update when a disposition is received.

  Customer Answer

  Date: 11/27/2023

  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.
  
  The matter is still unresolved. I dont want to accept a response until it is resolved. Once resolved I am more than willing to accept any responses but as of now me and my family are still in the cold with no end in sight even though everyone is physically telling me they can see that my part is under warranty but it just isnt being approved. 
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  Date:08/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Since 2009 ADT provided a security system for ********************************************************************************When Johnson Controls took over they indicated that there was a bill due for back arrears on the security system that we possessed. I had indicated to Johnson Controls that there were dates of service that were never provided because the system was out and waiting on parts. I also indicated that we had terminated with ADT and gone with Simply Safe. We have never received a response from Johnson Controls and they have turned it over to a collection agency for the collection of ******** which is not owed. On numerous occasions, I had discussed this fact with the collection agency, (*********), and would again attempt to contact Johnson controls.The collection agency has sent a final demand notice stating that it must be paid without taking into account that ********************** has not reached out to discuss the matter.

  Business Response

  Date: 08/15/2023

  The customer stopped making payments as of February 2019. The customer then occured multiple charges for their agreed upon monthly service charges including late fees throughout 2019. The customer did not formally request cancellation of account until 12/13/2019 where they were advised that cancellations require 30 day notice and advised and agrred uipon cancellation date of 01/12/2020. The customers account was credited for not having services from 01/13/2020 through 01/31/2020. But the customer still had a balance of $1615.90. The customer continued to incur late fees until the account was sent to collections due to multiple months of non payment. The customer is free to disute with our billing or collection team but charges on the account are correct on the account. If they have any information via email or letter that confirms they cancelled earlier they can contact our customer account support team to get information for their local representative that can determine if account crediting is warranted.

• Initial Complaint

  Date:07/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I work for The ******************************************* (****) and am responsible for the physical security of our locations. For years we had Richmond Alarm in Richmond VA doing the monitoring of all **** alarm systems with very few problems, any problems that did come up were professionally and quickly resolved. Last year Richmond Alarm was purchased by Johnson Controls and problems started from day 1 **** is a government agency and as such we have strict rules and regulations that we have to abide by. One is that we can not pay for services in advance and all paid services are paid once the service has been rendered in this situation it is the monitoring service of 54 accounts that was previously done by Richmond Alarm now being done by Johnson Controls.In October of 2022 I received a phone call from a collection agency stating that bills for monitoring service from Johnson Controls for June 2022, July 2022 and September 2022 were not paid and had been turned over to them for collections. I was a little confused about this situation as I had approved payment for the monitoring service for the months in question. I asked them to send me copies of the invoices in question which they did. Once I had the invoices I verified with the finance department that in fact the invoice had been paid. Not only had the invoices been paid in full and on time we had copies of the cashed checks from Johnson Controls. I sent copies of the **** check requests for payment and the cashed checks by Johnson Controls. The collection agency stated they were going to suspend any further collection activities until they checked with Johnson Controls. I never heard from them again. I have been asking since Oct 2022 for a letter or email from Johnson Controls stating that the invoices were sent to collection because of their error so we could show any auditors that in fact the bills were paid in full and on time. Thus far they have refused to do so.

  Business Response

  Date: 07/28/2023

  
  This has been escalated to the Accounts payable manager to resolve. Will update with disposition when received. Thanks

  Customer Answer

  Date: 07/28/2023

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

• Initial Complaint

  Date:06/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I run a music studio business. I provide heat and AC for my tenants/members via a 15-ton package rooftop unit made by York, a subsidiary of Johnson Controls. In March 2023, the motor blower assembly exploded, rendering the unit useless. I and my HVAC tech have been trying to get Johnson Controls to produce and deliver the one part we need, and they have pushed back delivery by over 2 months. I have no faith that they will stick to their new date (July 10) because they've pushed it back so many times already. Meanwhile, I'm losing customers and business because I cannot provide AC, and I have zero recourse. Johnson Controls claims "supply chain is***s" are holding them back, but I know just from visiting their BBB page that others have been having similar problems, sometimes for YEARS. This is unacceptable. I just want them to make the part I need so my business doesn't eventually fail. Come the Winter, I will be legally exposed for not being able to provide heat, at which point I plan to *** them directly if the is*** isn't resolved.

  Business Response

  Date: 07/10/2023

  The local areas HVAC service team manager has been made advised of the issue and contact information for the customer to resolve. 

• Initial Complaint

  Date:03/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  After my Mom died in early 2020 and I settled her affairs in *************, my inheritance allowed for me to purchase my own home, as she and I had discussed while she was alive. I previously lived in **********, ** and decided to look in the Richmond area of ********, which was my halfway stop when I drove north, and found the perfect house for myself. The house had no active security system when I moved in and I did not want "ADT" due to a previous negative experience with them when I rented a house in *********, ********* during the ****s. The director of the Richmond Department for ***** Services recommended Richmond Alarm Company, but then I found out that they were going out of business and being taken over by Johnson Controls, directly from the Salesman, so I went with his company, *************************** Security. My research had determined that Johnson Controls has terrible reviews for customer service and that is why I chose ***************************. Nevertheless, "RAC" keeps sending me bills. Last year, I got my Legal Shield law firm involved, who contacted them as did another advocate named *************************** who wanted to help, and the duns stopped until a few days ago when I received another one (March 5, 2023). I even received a voicemail from a male voice who had a foreign accent (maybe Middle Eastern), asking for "****" last week. *** has never monitored my house and yet this attempted scam continues.

  Business Response

  Date: 03/08/2023

  This account was caneled perrequest of *************************** on 06/24/2022. HE called in on 05/25/2022 requesting the cancellation and our 30 days notice policy is the date mentioned above. The account does not have a negative balance. The account actually has a pending credit of **** that is ready to be sent to the client when they contact our biilling department and set up the check refund request. Our billing department can be reached at ************ option 5. Just to reiterate this account hasbeen closed since June of 2022 and has no owed balance. Only a credit. 

• Initial Complaint

  Date:12/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On September 1, 2022, my daughter, ***************************, at my request called your office and asked to have my former Richmond Alarm Service, Account #*********, disconnected and a refund issued from my July, 2022 annual payment to you. She was told that the service would be disconnected on October 1, 2022 and a letter sent to me around October 3, 2022 informing me of who to call to receive my $314.40 refund. I never received the letter of instruction so in late October, she called again and the agent said the refund had never been initiated however she would take care of getting the money to me within six weeks. She said it should arrive on the week of 12/5-12/9/2022. No refund came so ***** called your company on December 12, 2022 and a gentleman by the name of ********* answered and said he would issue me a *** immediately since I had waited so long and to allow 3-4 business days for the refund to show up in my checking account. On December 15, 2022, ***** called your company again and a lady named **** answered and said the *** is not how you refund and would have a check sent and we would we receive in one to two weeks. It is now December 31, 2022 and no refund check has arrived. I live one hour from Richmond, VA so the time tables given to ***** were beyond extreme. If this issue is not resolved within the next two weeks, I will be contacting the ******** ***************************** To make it perfectly clear, I want my $314.40 refunded and my service with Johnson Controls terminated.

  Business Response

  Date: 01/09/2023

  The account for the client has been terminated since 10/01/2022. There is a zero balance on the account and the billing notations indicate the check refund has been sent out and should be received shortly in the clients mail of $314.40.

• Initial Complaint

  Date:12/23/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Richmond Alarm Company was who we had our service with. I paid our bill yearly, 1 payment for the whole year. I paid my bill in December of 2021. Johnson Controls bought Richmond Alarm Company and started sending me monthly bills. I called and explained to them that I had already paid RAC and when they bought the company my payment should have come over. They said they could see that I paid but couldn't transfer it over, but could send me a refund which they never did after 3 or 4 billing associates had told me they did. I made calls to the billing department monthly, sometimes more and asked for a supervisor to call me or email me to get this matter straight as they kept sending me bills and said my account would even go to a collection agency. I finally called today to cancel my service since my yearly payment was up, told I would need to call the billing department again since they will be sending out the bill after January 22nd because they need a 30 day cancelation notice. I just want the billing straightened out and be done with them.Thank you for any assistance you may be able to offer.*****************************

  Business Response

  Date: 12/30/2022

  After review of the clients account. There is conclusive documenting of the refund she was requested. There is documentation dictating the refund was sent out and why the client has not received it is unsure. However, we have acknowledged and processed the clients request for cancellation and submitted a motion to credit the account $150 so her final balance will only her monitoring for the last 30 days after  the cancellation request. We apologize for any inconveniences this may have caused them and unfortunate we are losing them as a client but we are poised to make this situation right.