Complaints

This profile includes complaints for Johnson Controls Security Solution's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Johnson Controls Security Solution

  6600 Congress Ave Boca Raton, FL 33487-1213

• 

  Johnson Controls Security Solution

  PO Box 591 Milwaukee, WI 53201-0591

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:01/16/2025

  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.

  On 3/18/21, our company, ********** entered into a Commercial Sales Agreement with Johnson Controls Security Solutions LLC (Johnson Controls) for the installation and monitoring of a burglar alarm monitoring system. The term of that agreement was for five years, or up to 3/17/26. On 5/12/24, there was a break-in into our company warehouse and all the wires for the Johnson Controls burglar alarm monitoring system were cut. Subsequently, the Johnson Controls sales representative, ***********************, informed me that the only option our company had was to reinstall and update the whole system. Thus. I had to sign another contract on 5/21/24 for the new system installation. He did not mention that my signing of this contract would result in the beginning of a completely new 5-year term. In June 2024, we had new tenants move into our company warehouse. In July, they told me that they wanted to use their own burglar alarm and CCTV system for the building. Thereafter, on 8/4/24, I called Johnson Controls to give notice that our company wanted to stop using their services. Subsequently, they came to uninstall and take back all their equipment.Only at that time did I discover from a Johnson Controls representative that the contract I signed resulted in the beginning of another 5-year contract. I was also informed that early termination would result in our having to pay 90% of the annual service charge remaining for the unexpired term of the agreement, or a total of $20,597.14! I thought I would only have to pay until the end of the current *******. ***** did not specify that the new contract would result in the beginning of another 5-year term, nor did he point out the early termination language. I did not see the tiny print on the first page referring to these terms, which should have been explicitly mentioned to me by Mr. ******** would be ridiculous to have to pay for another five years of service that will never end up being provided by their company.

  Customer Answer

  Date: 01/21/2025

  Hi,

      I just wanted to mention that the ********************* is supposed to be the legal department for Johnson Controls Security company, who I'm having issues with.  If *** Corporate does not reply, perhaps we should try contacting Johnson Controls Security Solutions company directly... The problem is that they have many addresses in the ***** and I'm not sure which one would be the correct one to send the letter or notification to.  

  Customer Answer

  Date: 01/21/2025

  Also, a correction.  The disputed amount should be $20,597.14, not $18,000.   I  originally meant that we have already paid the company around $18,000 over the past 4 years that we have been customer of theirs.  And now they are making us pay $20,597.14 in penalty fees for a service that we no longer use, which I should not have to pay for.  

   

  Business Response

  Date: 02/05/2025

  The Customer called us 07-29-2024 asking for copies of the contract that was signed. The contract was for 5 years and is notated on the account if for any reason they cancel before the expiration date that they would be charged 90 percent of the remainder of the contract. So, the customer did not cancel that day. The customer then called back 08-05-2024 to cancel the account and doing so she was advised of the early termination charges on the account. We are unaware of what went on when signing the contract, but we always recommend reading the contract thoroughly before signing. 

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22821463
  
  I am rejecting this response because:

  Originally my father (who passed away in 2022) had signed a 5-year contract in 2021.  The only reason we had to re-sign a new contract was because someone had still managed to break into our building, cut all the wires to your security system and disable it.  So we had to install a whole new system in 2024 even though it was not our fault that the system got tampered with.  No one notified me clearly that this would result in the start of another 5 year contract.  And the 90% penalty was not emphasized in the written contract itself or pointed out to me by your sales *** at the time, ****** *****.  Shortly thereafter (about 1-2 month later), our new tenants decided that they did not want to use your system because they found a better system.  They went ahead and began the process of installing their own system.  So I had no choice but to cancel and remove the Johnson Controls security alarm and CCTV systems.  I am hoping that we can come to a resolution instead of going to court because I should not have to pay $20,000 + for a service that I will never end up using.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 03/04/2025

  The service was not provided because the client went with another company while they still under contract with ***. This complaint is closed, the contract is the reason the customer was charged early termination charges. 

• Initial Complaint

  Date:11/30/2023

  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.

  Our bill has raised quarter over quarter with no notice of explanation of increase; we signed up for this service and agreed to a quarterly price in the mid $300's and we are now at $419. **************** is always very unhelpful and I would like someone to call me about getting our billing amount adjusted to what we agreed to pay when starting the service. Account is Tristate Property Mgmt Act ending *****

  Business Response

  Date: 12/01/2023

  We called and spoke with *********************** and advised him of our direct number and provided our email address for a point of contact if anything changed on his account or if he would like to go over anything. I have also offered to reverse his last increase for being a valued customer. The customer agreed to the reversal. 

• Initial Complaint

  Date:09/21/2022

  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.

  The decision to opt out of the security system for St. ******************************* located at *******************************************, customer #************ As trustee of this church I contacted the company to let them know that we were canceling services. Per their instruction I sent a letter via certified mail on 5/2/22. US ************** was unable to deliver and the company made no effort to pick up the registered letter at the post office so it was returned to me. On or about 7/10/22 they sent a bill for our yearly service. I returned the invoice enclosing the registered letter they neglected to pick up. I recently received a letter from their Accounts Payable with an outstanding balance of $1,393.84. I need help resolving this issue since I was unable to accomplish it following their direction on what I needed to do. Our renewal of service for one year was to begin 8/1/22 but I let them know well in advance that we no longer wanted to continue the service.

  Business Response

  Date: 10/04/2022

  ******,

   

  Response to compliant 18055960

  We did not hear back from the customer about the cancelation since the instructions were provided until now. We contacted the customer who advised of all the specs of the cancellation request processed. We advised the customer that the cancelation has been submitted today, effective backdated to 6/1/2022 (30 days* from 5/2/2022).  Furthermore, We advised not to worry regarding the current invoice as it covers the period that is after the backdated cancelation effective date.  I also asked for his/their email and have emailed the confirmation of the cancelation request. 

   

   

  ************************* Chreng

  Commercial Account Support Team

  Johnson Controls

   

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

  Johnson Controls

  ****** **, 80012

  ***