Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a York heat pump 3 years ago and I have had nothing but problems out of this system I've had several people come look at it and the say its to hard to get parts for a York to fix I've called the company and they will not do anything to fix the issue i want a replacment

  Business response

  01/15/2025

  Unfortunately, there is not enough information included in the complaint to provide a response. Please advise the model/serial number(s) of the equipment involved along with copies of service tickets, invoice from installation and preventative maintenance records.

• Initial Complaint

  12/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Bought a AC air handler and a AC outdoor unit from a company here in ************** called **** plumbing and heating. I paid a lot of money for this whole unit set up and with in 3 1/2 years the air handler goes out??? really and now I have to pay a lot of money to have this fixed? I'd appreciate it if someone got back to me. Serial Number **********

  Business response

  12/09/2024

  The referenced unit, serial number **********, model number AE24BX21 carries a ten (10) year limited part warranty from the date of installation. The manufacturer's 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 manufacturer's warranty in the heating and air conditioning industry. 

  Installing contractors often include a one year labor warranty in the total price of installation. When this warranty is included, it is noted in the contractor's sales proposal or on the contractor's invoice. Some contractors offer longer labor warranties but these are almost always sold for an additional price. Johnson Controls also offers reasonably priced extended warranties that are available for purchase within the first year of installation, providing labor coverage for up to ten years. Our records do not indicate the purchase of any applicable extended coverage on the referenced equipment.

  Although we regret learning of the problem Ms. ***** experienced labor is not provided for within the terms of the limited warranty and as an extended warranty is not applicable we must respectfully decline her request for assistance in this matter.

  Customer response

  12/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22650969 and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ******* *****

  I am not HAPPY buying a whole house AC unit and 3 1/2 years later the blower motor breaking down?? One person living in the house for the first two years and no living in the house the past year. I did my research, and your units are junk and it's stating all over the ****** reviews. i would appreciate if your company paid for some of the labor repairs. The part is under warranty, but I was married to a family that had a **** business, and this should not be happing. for some reason the file will not upload, but i do have documentation. 

  Business response

  12/10/2024

  As labor is specifically excluded from the limited warranty, we must again respectfully decline any further assistance in this matter.

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TTransaction date: 10/3/24 Amount billed: $156.25 Johnson Control (***) service call to repair security system sensor. The following transpired:****** removed faulty sensor (was actually ok before removal)2.I suggested that a working sensor be taken from another window and installed where the faulty sensor had been 3.After tech removed that working sensor, it no longer worked 4. Tech, when resetting the system to ignore the mow non-working sensors, failed several times before getting the system reset 5.The tech 1) told me that replacement sensors were not available anywhere and 2) advised me to replace the system due to the age and unavailability of parts 6.The tech was incorrect, as I discovered later that the sensors were readily available on-line for less than $35. I was also told *** would be focusing on commercial customers, that it would be better for me to find a residential security company, which I did 7.The call ran over an hour, can should not have. When I got the bill, I contacted *** to explain the situation; that the tech broke at least one of the sensors, took too long to reset the system, gave me bad info about availability of sensors and caused me to spend a lot of unnecessary money. My request for a credit was refused, stating that the techs service report indicated otherwise (see #8)8.The techs service report was inaccurate and did not mention the items I listed in this description 9.I tried, multiple times, to contact the local *** service manager, **** *********, by email/phone. No return email or phone call to date 10.On 11/18/24, I got a bill for $170.38 dated 11/13/2024, $14.13 of which is a legitimate charge.I am disputing the remaining $156.25 on the grounds of a totally failed service call, and the tech providing incorrect information causing me to purchase a new system before it was necessary. I have not yet paid the $156.25 as I await resolution.

  Business response

  11/26/2024

  We spoke to the customer, advised them we will cover the remaining credit of $156.25. Customer was content with result.

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Johnson Controls person called me and said something was wrong with the fire panel. I told her you could send someone to look at it if it didn't charge me. Also around the same time the Annual Fire inspection took place, it failed because there was no annual servicing done to the fire panel. So a guy had to come check the panel and I was there in person every time the service man came, I can assure you that he never changed or installed anything new he was just testing the system to make sure it worked. Later They sent me an Invoice for over $900. When I called them they were refusing to edit it. After fighting so long they reduced the invoice to $358.18. I still asked them to cancel the charges as they agreed during the phone conversation and I asked them to go over the recordings if they have any. They still refuse to do so. Due to the bad customer service, I wanted to cancel their service and they told me that I have to pay an early termination fee as follows.Effective contract dates for the Burglar Alarm system are 8/22/22-8/22/27. The approximate termination charges are $3,765.64.Effective contract dates for the Fire Alarm system are 9/19/22-9/19/27. The approximate termination charges are $4,442.79.That's a total of $8208.43. I feel trapped with them. I asked them to talk to me to solve the problems they always emailed me saying that they would get back to me but they never did. I have 49 emails since August 23rd, 2024, that I wanted to cancel the service due to bad customer service. The last email from them was on October 7th, informing them that I am available anytime to get on a call. But no one made any effort to call me so far. Now a collection agency is harassing me asking for payments. At this point, I want to cancel the services and get out of the trap that I am in with them. I feel like it is not a good business practice to have such a big cancellation fee.

  Business response

  11/20/2024

  We spoke to the customer, advised her that she will receive the rest of the ****** waived. Customer was satisfied.

• 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.

*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. ↩