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:03/24/2025

  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.

  ZERO STARS. MINUS-LESS-THAN-ZERO STARS.Hardly a week goes by that it doesnt malfunction. I'm in a 55+ community. Just recently it was completely non-operational for just shy of 3 weeks! Every entrance! None of the residents' car decals that have been issued since October 2024 work at all. None of them. Each of those residents has to wait at the guest entrance to put their drivers license in the machine - every time they want to enter their own community where they live and pay Envera fees! And NOW, it's gotten even more interesting! Decals prior to October 2024 that always worked before now just randomly sometimes work, sometimes not. Yesterday there were TEN residents' cars backed up at the Envera gate waiting to get entry into their own community because a resident whose decal has worked for years suddenly found themselves stuck at the gate that no longer opens for them. The guy had to ask 10 people to back ****** AS FAST AS YOU CAN FROM ENVERA.

  Business Response

  Date: 03/31/2025

  Hi ****** - First, we do apologize for the outage that recently impacted your community gate system. Our teams worked diligently to restore operations, but we did have to open gates at your location to ensure residents could easily access their homes as well as ensure emergency vehicles wouldn't be prevented from entering in any way.
  
  As it relates to the decals, our Service team was recently on-site to work on and address any concerns with the resident vehicle access control system. While our records don't specifically indicate decal troubles since October 2024, we'd be happy to look into this further for you! Please don't hesitate to reach out at ************ or ************************************************** and a team member will be happy to work with you to investigate this further.

• Initial Complaint

  Date:03/12/2025

  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.

  Envera has been providing virtual guard / entry control services for our community since 2017. The last two years we noticed a big decline in services, which was topped off with their system stop functioning on February 12, 2025. For about a month now our gates are wide open, free access for all, yet we have paid for services through end of March. Envera was notified on February 12 verbally, they did not know exactly what was going on with Envera outage and how long it will take to resolve. The email from Envera we received on the 12th and 13th stated that basically nothing was working, they had to open the gates up and no apps, no cameras, nothing was accessible or working. The system was down. To this day we can not access cameras, the app is not working, the gates remained wide open allowing all uninvited visitors to our community. We had cars coming in which do not belong to our neighborhood, driving slowly through the neighborhood, stopping by houses, snooping around, making residents uncomfortable, all the stress of this outage fell on the ****************** and the Board. Envera did nothing to rectify this situation, even when we asked to provide alternative means of security such as guards, etc. We had to contact another company and get a security car placed at the front of the community, something that should have been done by Envera and at their cost.Presidents day was shortly after the outage, Envera took a day off, there was no urgency in solving the issue. The lack of services that we have been experiencing for almost a month is a clear breach of agreement. We need to move on and secure our community with someone else, Envera is not cooperating with our requests to disconnect their equipment, is not reimbursing us for the money we paid through end of March, and is asking us to pay $5,600+ to let us out of contract (which has been breached by them) . This is a fraud and money extortion.

  Business Response

  Date: 04/08/2025

  While we dont want to minimize the frustration that you feel, this review is misleading and not factual. Envera experienced an outage that affected some of its client locations, and it immediately dedicated hundreds of resources to restore services to those locations. Envera communicated to its clients throughout the outage. Unfortunately, your community refused to allow Envera onsite to finish restoration of services, and instead demanded cancellation. Since you did not follow the provision in the parties agreement that allows Envera an opportunity to remedy service issues, Envera was not ultimately able to bring the community online. Your community was offered a credit for the short period of time that a portion of your services were actually down, but instead you chose to stand on a contract termination. There are contractual obligations that result from an early termination of most any service contract, and Enveras contract is no different. Envera certainly remains open to providing you with a service credit and finishing out the term of the contract.  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23047680
  
  I am rejecting this response because: Your response is not accurate. Neither the gates, cameras nor apps have worked since February 12. The gates have remained in an up position with anyone able to access this private community. We requested to have Envera arrange for a guard to man the gate, but did not receive any response from Envera. There has been absolutely no services provided to our community for at least a month.

  Next, Envera did not immediately address this situation once being made aware of the same. In fact, one of the first correspondence the Association received from Enveras representative, ***** ******, was that he had no idea what was going on and that he and the entire Envera team were taking off for Presidents day so we had to wait until after to receive an update.The first time a technician from Envera came to the community to assess the situation was March 3, nearly 3 weeks after being made aware of the situation. Clearly,Envera did not dedicate all of its resources to resolving this problem for our community. 
  
  This is not the first time that Enveras system has not worked at this community. In fact, there have been frequent issues with the system for years, with the last time being Thanksgiving 2024. We have properly terminated the Agreement with and without cause,and should be entitled to a credit for the 17 days in February and whole month of March that we paid and did not receive services from Envera.
  
  Additionally as of today we did not receive the database that you have for our community, which makes it challenging to transition to another system. This database needs to be released to us. 

  I would also like to add that Envera should look at all the 1-star reviews and feed back it has on ******, Yelp, BBB, etc. Why do you think people are leaving these reviews, and there are quite a few of them. Envera needs to address internal issues with their operations and staff according to the reviews I read. Be fair to consumer and address issues properly. 

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/27/2025

  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.

  Your company services my community (*****************) and the system has not worked for over a month. We live in a gated community, but the gates are up and can not be used. At our back gate our management company has decided to leave the gate in the down position in an effort to reduce traffic and prevent crime. We have been told repeatedly that this is a nationwide outage and that Envera is working on the system. For a month? Repair the system, it seems our gates are down more than they are working

  Business Response

  Date: 04/08/2025

  We are sincerely apologetic for the recent outage that impacted your community. Other communities with Envera's virtual gate services were impacted, but this was not a nationwide outage for all Envera services. Our teams worked around the clock to restore services as quickly as possible and were restored for your community gate system. Additionally, credits will be applied for services impacted by this disruption for the inconvenience. When it comes to other possible incidents related to the gates, there are many scenarios that can impact gate functions. When these occur, Envera is in direct contact with designated community contacts regarding next steps and how Envera can support in the follow up. Again, we do apologize for the outage that impacted your community, and we are fully committed to doing everything possible to help ensure a similar situation does not occur again. 

• Initial Complaint

  Date:02/20/2025

  Type:Product 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.

  Since February 12th, Envera has been experiencing a system outage. They haven't given their end users any updates directly. My community has been forced to keep its gates open around-the-clock during this outage. Fundamental disaster recovery and high system availability are lacking. It's appalling that a security company would fall short of this.

  Business Response

  Date: 04/08/2025

  We are sincerely apologetic for the recent outage that impacted your community earlier this year. Our teams worked around the clock to restore operations completely, but while doing so, we did have to open the gates at your location to ensure residents could easily access their homes as well as ensure emergency vehicles wouldnt be prevented from entering in any way. Throughout this disruption, we have been in communication with the designated contacts for any impacted sites. It is not our intention to exclude anyone from receiving updates; its our standard procedure to communicate directly with the key contacts, and we rely on them to share the necessary information with residents impacted. Given the nature of this industry, associations often have additional details specific to their community that they prefer to share in line with Envera updates. As of February 25, 2025, operations were restored for your community and your community was notified. Envera is fully committed to doing everything possible to help ensure a similar situation does not occur again. 
  

• Initial Complaint

  Date:02/17/2025

  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.

  Our communitys gate system has been not workings for close to a week. Im reading online that many communities are affected without secure gates. First our HOA said they were told the internet was down at Envera, now no one seems to know what is taking so long. As a gated community its distressing that anyone can drive in since all the gates are up. This needs to be addressed and resolved. Also reimbursements for the amount of time our community is without secure gates. This has happened a number of times here.

  Business Response

  Date: 04/08/2025

  We are sincerely apologetic for this unprecedented outage that impacted your community earlier this year. Our teams worked around the clock to restore operations completely, but while doing so, we did have to open the gates at your location to ensure residents could easily access their homes as well as ensure emergency vehicles wouldnt be prevented from entering in any way. In a communication with your communitys designated contacts, we did inform them that credits would be applied to impacted locations. At this time, all services have been completely restored with regard to this disruption. If you ever have questions or concerns, please don't hesitate to reach out to our ***************** team at ************ or *************************************************************************. 

• Initial Complaint

  Date:02/10/2025

  Type:Product 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.

  ************************************** (***) contracted Envera Systems for virtual guard services. From mid-August to the end of October, the system was non-functional because of a lack of internet connectivity. The gate remained open during this time, leaving the community exposed and compromising residents' safety.The issue stemmed from Envera's reliance on **** for internet connectivity. However, the *** could not address the issue directly because the account was controlled by Envera. Despite repeated attempts to communicate with Envera to resolve the matter, their responses were insufficient, and the problem persisted for months.Envera has failed to fulfill its obligations under the contract, which compelled the *** to cancel its agreement and hire a new provider. The *** believes a refund for the period during which the system was non-operational is warranted.Resolution Requested:The Veranda Gardens *** respectfully requests a refund for the 2.5-month period during which the system was non-operational. Additionally, we seek assurance that Envera will improve its processes to prevent similar issues for other *************** Information:****** ************************************************************************************************************************************************* Direct: ************ *********************************

  Business Response

  Date: 02/22/2025

  Envera certainly understands the frustration that is caused by non-functioning equipment.  Ultimately, the operability of some components of Enveras technology are dependent on a functioning internet connection, which Envera has no control over.  It appears that the difficulties that your community faced were largely caused by an inconsistent internet connection, which was ultimately remedied.  Unfortunately, when a service outage is caused by issues with internet connectivity, the parties agreement does not provide for a service credit.  Please do feel free to contact us for any future security needs. 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22912708
  
  I am rejecting this response because: Dear [Envera Representative],
  Your response is not satisfactory. The issue was not simply an inconsistent internet connection. We ultimately had to cancel Enveras service and establish a new service with AT&T two and a half months later to regain access to the equipment.
  This prolonged period of inaccessibility to our security system was unacceptable. Given the circumstances, we believe a service credit or some form of compensation should be considered. Please advise on how you intend to address this matter.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/21/2024

  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.

  on 9/16/24 as i was entering my community, the automated gate arm closed and struck my truck causing damage. i originally sent the issue to the *** who informed me I should submit a complaint to the gate company, Envera. I submitted the issue along with the video to show that as I entered the community, the gate arm was wide open. This has been a common occurrence with this system lately as we have had many problems with it. Right as I got right on top of it, it closed, hitting the hood which caused it to be dented from the impact. Envera is not accepting accountability for their failed/unreliable equipment in this case. I have sent them numerous emails and each time, they change their reason as to why they are denying my claim. I can provide the full email exchange, along with the full log from our community about how the system has had lots of failures in the recent months. Envera has also stated that the arm could be up in the event of a loss of connection to the internet. We as residents do not know this so when the arm is up, we expect it to stay up. At this stage, I would like Envera to make good on addressing the damage to my truck for their unreliable/failed equipment.

  Business Response

  Date: 11/25/2024

  We do apologize for the incident that occurred on September 16th involving damage to your vehicle. We take incidents like this and similar claims very seriously. After an initial review by our ************************** it was determined that our equipment was not responsible for the damage.
  
  
  However, as part of our commitment to excellent customer service, we have decided to reopen your case for further review. A representative will contact you shortly to obtain additional information.
  
  
  Please rest assured that we take all claims very seriously and adhere to strict guidelines throughout the review process. You can expect to hear from us soon with the next steps.
  
  
  Thank you for your patience and understanding.

• Initial Complaint

  Date:11/12/2024

  Type:Product 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.

  Contacted the company multiple times to put in a ticket for service for over a month due to not being able to get into my own community through their system. I was ignored, hung up on, and was told that it was not there problem. It after my special needs son giving him a meltdown when we could not enter our community in a timely manner.

  Business Response

  Date: 11/20/2024

  Thank you for sharing your concerns with us. At Envera, we are committed to delivering optimal service and security for your community, and we sincerely apologize for any inconvenience you or your family may have experienced with the technology.
  
  
  Upon receiving this information, we quickly launched an internal review of your cases and those related to your community. We have been in communication with your property manager and are awaiting the **************** Provider (ISP) to address the issue onsite and restore full connection to your resident access control system. Once this is resolved, we are confident the system will be fully operational.
  
  
  Based on our review of your transactions as well, it appears that in most instances, access through the visitor entry has been successful automatically without requiring agent interaction for verification. However, if you have encountered an extended wait for entry, please provide the date and time, and we will be happy to review the transactions in more detail. With each transaction, we are able to monitor the time, video, and audio to ensure quality and efficiency or address them as needed.
  
  
  We regret any difficulties caused by the temporary system outage and assure you that we are working closely with your management team to resolve this issue as quickly as possible.
  
  
  Thank you for your understanding and patience as we work towards a resolution.

• Initial Complaint

  Date:12/04/2023

  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.

  I have been barred from entering my own home multiple times at the security gate. My guests and my own family aren't even allowed in depending on how an agent feels at any given time of the day. The fact that they use chatgpt to respond to these other complaints speaks volumes about the character of this company. There is no reason I or my family should ever be denied access to a home we pay for. We are on the list. We live here.

  Business Response

  Date: 12/13/2023

  I regret to learn about the challenges you're facing. Upon examining the details, it seems that Envera is currently not overseeing your community. The contract was terminated in April 2023, and your community has since engaged the services of a different security vendor. I recommend contacting your community management to determine the identity of the new security company.

• Initial Complaint

  Date:11/20/2023

  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.

  Guest on my visitors list are being denied entry and I am not receiving any phone calls in order for me to verify them. On top of that my guests are being told that I am being called. I've already checked my information, which is all correct. Also there is supposed to be 24/7 service, yet i can't seem to get anyone on the phone when i called this evening. I wasn't even put on hold, just prompted me to leave a message. If this continues to happen then I will be getting an attorney involved due to my guests being illegally denied entry.

  Business Response

  Date: 12/13/2023

  I apologize for the difficulties you've encountered with our virtual gate guards. Upon investigation, Envera's management team identified a transaction in November that resulted from a misunderstanding between our agent and the visitor. This led to an incorrect person being contacted initially and unfortunately resulted in a denial of *****. Subsequently, the next agent was able to rectify the situation and grant ***** promptly.

  In terms of Envera's 24/7 service, we operate as a monitoring center around the clock to ensure the safety of the communities under our surveillance. Although our customer service department, handling such inquiries, closes at 6 pm EST, we do have an emergency line available for urgent calls after hours. The team answering the emergency line is not equipped to answer questions specific to transaction concerns, that is handled by our customer service team during normal business hours.

  Upon reviewing your account,we noted that one of our monitoring supervisors did respond, providing details of the circumstances surrounding the mentioned transaction. If you have further concerns or incidents to report, please contact our customer service department between 8 am and 6 pm EST, seven days a week, at **************. We will be happy to review and address any additional matters you may have.

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20890581
  
  I am rejecting this response because:

  You are not 24/7 if I can't get someone to resolve an issue until the following day. Also this is not just one incident, as it has happened multiple times which I'm assuming your virtual staff are not reporting.  Basically you are saying to your customers that if an issue comes up with their visitors after 6pm, too bad until the next day. I'm not returning a coat that doesn't fit, you are rejecting my, and I'm assuming other residents, visitors. So the 24/7 needs to go away from all your advertising until you can fulfill the promise to your clients. 
  
  Sincerely,
  
  *************************