Tyco Integrated Security

Harold Bays

3 years ago

Our small business has been a loyal ADT/Tyco/Johnson Controls (JCs) commercial customer for decades. Although our existing ADT system was working fine, we spent thousands of dollars on security “upgrade” recommended by our JCs account rep. After installation, the keypads had less features than our original ADT keypads installed 20 years ago. The annual monitoring cost was substantially more expensive. The rep did not disclose the system JCs had no basic app capabilities. A remote access app is a basic and essential components any reasonable security systems, and common with ADT home security systems. We would not have purchased the “upgrade” if the account rep had disclosed this app omission. Upon discovery, the rep spoke with his manager and agreed JCs would “separate our systems” (security and fire) and provide us app access at no extra charge. A few days later, he reversed his offer, and wanted an additional $1300 per year for basic app access. This was in addition to the thousands of dollars of installation fees, and in addition to thousands of dollars of annual monitoring fees we were already paying. The JCs website states: “We provide advanced business security solutions.” That is not true. Our “new” keypads were anything but advanced. The JCs small business website states: “Tyco Integrated Security’s Mobile Security Management allows you to control your company’s security . . . use your phone or tablet to manage one location.” Our JCs rep did not disclose our new security system price would not include the basic JCs Mobile Security app. Finally, even without the app, our monitoring costs are already higher that what we paid prior to the “upgrade.” Especially during these times of COVID, small businesses need partners we can trust. Despite being loyal customers to ADT/Tyco/JCs for over 2 decades, Johnson Controls betrayed our trust.