Johnson Controls

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

*** *** Branch Service Manager Factory Direct *** *** *** StLouis, MO 05/06/Revdex.com NBroadway Suite StLouis, MO RE: Revdex.com Complaint ID: *** *** To whom it may concern, I would first like
to apologize if there has been a delay on our part in generating a response regarding this matterFrom the letter we received it looks like the initial complaint was issued 03/31/2016, yet the letter was dated 04/25/This letter did not fall into my hands until 05/03/and it has taken me a couple days to complete some research and start putting this response togetherSecond, I want to be sure we are all on the same page as the Complaint does not reference a unit model or serial # or a consumer nameBased on the information provided I think we are speaking about: *** *** *** *** *** DeSoto, MO Unit Serial # *** / model # *** Gas Furnace Here is what I was able to find regarding the history of this consumers furnace: 07/11/- We sold the furnace to the Dealer (*** Heating & Cooling Incat *** *** ***
*** in Barnhart, MO 63012) ??/??/- To date this furnace has still not been properly registered with an install date or location(This is the responsibility of the Dealer and/or the Homeowner) 12/30/- Invoice # *** - we sold them part # *** Burner Box Kit for this furnace serial #02/24/- After speaking with the Dealer, I called our Factory Support Team to discuss the furnace problems that were reported and opened Case # The Case subject reads: “unit is noisy during operation”, with a Case description that reads, “quiets down when you block off some of the louvers on top of the furnaceThink the furnace may be over drafting”The factory support team recommended the Dealer check the flue pipe draught pressure to be able to better determine a solution to the noise problem(No information was ever provided by the Dealer regarding this request) 02/26/- Met with the dealer at our Branch Dealer meeting and discussed furnace issuesWe made a plan to set a date to go out to meet at the Job Site/HomeownersI would be able to help them measure the furnace flue draft pressure and get the Factory Team the information they were looking for03/05/- I had set up an appointment with the Dealer to go out to the Job Site/Homeowner to look at the furnace noise issue with them to try and find a resolution to the problemI drove to a convenience store/gas station in Hillsboro, Missouri to meet the DealerThis was a place of their choosing and I arrived as planned, at 8:amThe Dealer was a no showAfter calling the provided cell # multiple times with no answer, I waited hour, until 9:am before leaving to drive back to my office in StLouis and at 9:the Dealer finally called and apologized saying that something had 5/6/come up and he could not make the schedule appointment mentioning they would get back to me to reschedule03/06/- The Dealer called directly to our Factory Support Team to discuss the noise issues with the furnaceThis time Case # *** was opened with a Case subject that reads: “very noisy and has been since install”, with a Case description that reads, “set the manifold at 9.5” of waterReplaced the burner box (@ Jan2015), do not think that there is any shoot thru plate on the unit”The factory Support Rep emailed a picture of the shoot thru plate to the Dealer indicating that the unit needs the shoot thru plate to make unit operate quietly03/09/- The “missing” shoot thru plate was special ordered from the factory and shipped to the Dealer03/22/- Our Territory Manager (Sales Rep) was out to the Home with the Dealer and got some pictures and video of the furnaceThe viewpoint of the TM was that the installed furnace was operating at a noise levels but was concerned that the location of the furnace, in a louvered door closet next to the kitchen and living area of the home was more likely the source of the Homeowners complaint more than the fact that the furnace was abnormally loudAfter reviewing the video it is also my opinion that there was nothing abnormally loud about the furnace04/01/- Our TM and one of our CSR’s (Customer Service Reps) had a face to face meeting with the Dealer at our store location in FentonOur position was explained to the Dealer (again) that we did not feel this was a furnace problem, but rather an application problem, and our Warranty and Tech Service teams would not be able to make the furnace operate any quieter than what was standard or normalWe did tell them we would try to escalate the issue with the Factory but we would (they would) require documentation that outlined their service history on this issue, basically looking for field service work orders and any recorded technical data related to the furnaces problemsWith this info, we could share with the Factory Team and try and provide a direction towards the solution of the problemTo date we have received no information from the DealerWe would be willing to continue to work towards a resolution with this Dealer (our customer) but they have to help us to help themWe cannot just give away replacement furnaces without proper justificationIf you have any questions regarding the information provided, please contact me at the email or phone # listed below*** *** Regional Service Manager York Factory Direct StLouis Branch ***@jci.com ***

Initial Business Response /* (1000, 9, 2015/08/14) */
The customer and the local office have agreed upon charging the cancellation fees based off of one year of service instead of the full year termThe billing for this is pending and being processed by the local officeWill have the sales rep
contact the customer
Initial Consumer Rebuttal /* (2000, 11, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased the company made a concession and agree that a contract was stupidly signed on the part of the business

Initial Business Response /* (1000, 6, 2015/11/23) */
Called MR*** *** and he said that Alerte Center removed the hard pull on his credit - This issue has been resolvedAdvised Mr*** that Alerte Center and Tyco are not the same companyHe expressed that they came up under the
address XXXXX E Exposition AveDid some research and ADT comes up when I google Alerte CenterThey might be associated, but Tyco is notAll has been resolved
Initial Consumer Rebuttal /* (2000, 8, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is correctHowever please let the business know that if you Google XXXXX E Exposition Ave, Denver, both Tyco and ADT come up
Either way, it has been resolvedI appreciate your help with this matter
Thanks again,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
This is not trueI did not want to cancel service because of "lesser rate"
its because the fire alarm has been going off before I took over the lease of the buildingI have the owner of the building and my general contractor as witnessThe fire alarm was going off back in may when the phone system was still active and with another providerand yes the CSM was a gentleman and was very rude on the the phone and not helpful at all

Initial Business Response /* (1000, 23, 2015/11/03) */
TYCO will apply a one time credit to the customers account for -$TYCO will also advise the customer that the maintenance aggreement which is in place, doesn't cover any phone or phone line related issues, and if a TYCO service
technician in the future identifies that an issue was caused by the existing phone lines, the service call will be billable
Initial Consumer Rebuttal /* (2000, 25, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting the response because this is that I wanted from the business and this is the right thing for them to do
I would like to thank Revdex.com for taking this issue and resolve in an amicable wayThis shows the importance and relevancy of agency like Revdex.com to protect the right of the regular customers

Sent the lately Revdex.com Complaint to the District manager *** *** *** respond back stated he will not let the customer out of the contract without termination charges

Emailed Commercial Sales Manager *** *** requesting confirmation of customer contact to discuss their desired resolution pertaining to contract termination charges (CTCs) or replacement of systemCSM replied advising, "I have already discussed the CTCs with him on occasionsThe issue is he
received quotes from other providers & they are less than we areHe wants to cancel with us for their lesser rateHis contract is only or so months oldService issues have not been an issue as noted in his service recordHe just wants to leave us for a cheaper providerI wouldn't approve waiving the CTCs on his original request, or secondary requestHe did not like my response and he is just trying another avenue to get what he wantsI cannot approve waiving of the CTCs and have explained that to him"Service history was also reviewedResolution comments on Job # *** indicate there was no dial tone on the line to the fire alarm panel when our tech was outLater service jobs were cancelled per the request of our customer with comments mentioning the site is under renovation

Hello,When I spoke with [redacted], we did not mention any credits. Would you be able to provide the invoices from the fire watch and proof that this was paid? Once we receive that I will reach out to everyone mentioned and have a business decision made on how much to reimburse your account if any. You can attached the documents to this complaint, or you can email it directly to me at lance.r[redacted]@jci.com or fax it to me at 866-242-3453. If you decided to fax me the information please attention the fax to Lance. If you need to reach me directly my number is 303-283-5027. Best Regards,Lance R[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We apology for the customer service you were receiving and all call interactions you had with our monitoring center will be reviewed. Any unprofessional conduct will be addressed and coached accordingly. As far as your contract, it is the customer's responsibility to read over and understand what they are signing. On the first page, section I, in bold, the Tyco contract states exactly what the customer will be paying per annum and the term. In addition, in the same section, it states what would take place if the customer chooses to terminate the agreement prior to expiration date. If you had felt that the annual price was too high, before signing the contract, this should have been brought to your Sales Representative’s attention. That way revisions could have been made and work with you on a price that is manageable. Seeing this did not place and you signed the contract, you agreed to the terms and the cost. You had signed the contract in May 2015 and deciding only a few months later that you had found another provider with a lower rate does not obligate Tyco to let you out of a contract. Also, this does not count for grounds of termination a contract without any penalties. In addition, why would we upgrade your entire system, if we just installed a new one 6 months prior? In addition, if you were needing a lower rate, how would upgrading the system help that? The answer, it does not. All in all, we are sympathetic to your frustrations, but we are only holding to you a contract you willing and knowingly signed. At no point did Tyco breach the contract.

(The consumer indicated he/she DID NOT accept the response from the business.)
Most likely [redacted] was the rude gentleman that spoke to me on the phone. The customer service for this company is really bad. I have never experience anything like this before. Every time that there is an alarm event and I have to deal with someone over the phone it takes them 5 minutes just to figure out which system they are talking about. If would have never signed a 5 year contract with this company if I knew how they treat people. The only person that has helped me has been [redacted].

Emailed [redacted] and apologized for the frustration Tyco has caused her. Advised her that I will be working her complaint and will be contacting the local sales and install offices to see if we can come to some sort of a resolution. Will follow up as soon as I hear back from the upper...

management in these offices.

Yes, I did read the contract and this is not about finding a cheaper provider.  I signed the contract after speaking to the regional manager and explaining to him that the owner of the building was planning to divide the building in two and told me once that is done I would be able to change things.  Right now I'm paying for the burglary system that use to monitor 6200 square feet but now it only monitors my portion of the building which is 4000.  I don't understand why I'm paying for service that is not being provided.  I'm only renting and having Tyco monitor 4000 square feet of space.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

TYCO has worked with their local installation department and had a coordinator work with the customer on scheduling the sub contracted installer back out for the week of July 24th. Installer was scheduled to go back out to customer location on Friday July 28th. After their visit the Fire system...

has been operational and communicating a successful Timed Communication test. All was repaired and up and running.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   I will gather the necessary information in order for an amicable settlement to be reached in regards to compensation for the extended fire watch due to the lack of communication and response.
Sincerely,
[redacted]

Pulled a copy of the customer's contract for their [redacted] location and it did have the Modification to the Term clause in it. Which means the customer has the right terminate the agreement at any time as long as a 30 Day notice is provided. Call Mr. [redacted]...

and left a voice message informing him of this. Additionally, sent the customer an email concurring what was stated on the voice mail. Apologized to the customer for the misinformation and advised we will honor the agreement.