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:12/23/2022

  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. 

• Initial Complaint

  Date:12/15/2022

  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.

  Better Business Bureau:
  
  There is no response - you only posted the material that I uploaded last night.
  
  Regards,
  
  ***********************
  
  
  
  
  

  Business Response

  Date: 12/16/2022

  The account is scheduled for cancellation for 01/07/23 after request was submitted on 12/08/22 thirty days from the request. Account changes for billing can be submitted and wrote in but cancellations must be sent to our Cancellation team via email/phone call. There is no confirmation of the account being requested for cancellation earlier than December. This account will not be backdated and will go out of service as previously conveyed on 01/07/23. The location will be submitted a pro-rated invoice for ******* but whatever balance is on the account will still be applicable. 

  Customer Answer

  Date: 12/18/2022

  Better Business Bureau:
  
  What is the final number the ticks demand?
  
  ***********************
  
  
  
  
  

  Business Response

  Date: 12/20/2022

  The Final Invoice will detail whatever balance on the account that will be pro-rated and that will be mailed to you 2 weeks after the 01/07/2023 out of service date.

• Initial Complaint

  Date:12/05/2022

  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.

  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

  Date: 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

  
  Signature

  Address

  Location Name

• Initial Complaint

  Date:12/05/2022

  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.

  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

  Date: 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

  Date:11/17/2022

  Type:Product 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.

  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 alarm

  Dear *************************,
  
  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: ******
  

  
  ing 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

  Date: 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.