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:10/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Sunday Oct 22, 2023 I noticed that the gate allowed entry to someone named "*****" under our account at 1:13am. That gate called my phone number, which I did not answer yet for some reason they still allowed entry and added this person to our guest list. This is a serious concern for me and I would like an explanation. Even if it was a mistake it's unacceptable and defeats the point of having a service like this. How was this error made? Did the guard just pick our home randomly at 1:13 am? Who was the guest intended for and did they specifically ask for my address? Why was the person allowed in if they didn't get permission from me if we received the phone call? I don't understand how a mistake like this is made, not at 1am in the middle of the night...

  Business Response

  Date: 10/31/2023

  Thank you for sharing your concerns. Your apprehension in this situation is completely understandable. We acknowledge the issue that arose during the transaction and have taken measures with the agent involved. Our organization implements a comprehensive coaching and retraining program to prevent the recurrence of such incidents by our agents. We've also reached out to you directly, as well as your community management. While occurrences like this are infrequent, when handling a high volume of approximately 35,000 transactions daily, unfortunate incidents can occur during interactions with live agents. We consistently work diligently to prevent such incidents and take them seriously when they arise. Please accept our apologies for this regrettable incident.

  Customer Answer

  Date: 11/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the response from them is the typical copy/paste reply I expected...  It should be noted that this company has a multitude of negative reviews and that the reality is the service that they offer is at a Walmart level and I can only hope our community switches to another company for our security needs as this one is not capable of providing reliable service.  
  
  **** ********

• Initial Complaint

  Date:08/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Hello. I live in a community with an Envera Gate system. The system only works sometimes for our car and my wife and I often need to go through the visitor call box just to get into our own community. The worse part is we have a case number already (case number *******), but we have not gotten a call back. To be clear we did get one phone call from a person names ******* at 4:59 on a Friday, when my wife immediately called back, she was gone for the weekend. We left a message but still no call back to address our issue, and they are not responsive when calls are made. Do to the lack of response from going through the official channels, I have tried waiting at the call-box until someone will get on there that can help me resolve my issue, but they eventually just start ignoring me. I have filed a complaint with my association regarding the issue and have been informed to reach out to Envera directly. I have informed the *** of my situation where we aren't getting responses from Envera and they are looking into it. Will give it another week before the legal letters. Awful company with bad customer service and I will be campaigning to get hem out of our association.

  Business Response

  Date: 08/10/2023

  We sincerely apologize for the inconvenience you have faced regarding your community access credential. Your comfort and ease of access are of utmost importance to us, and we deeply regret any frustration this situation may have caused.
  We have thoroughly reviewed the correspondence and interactions related to your concern. We understand that there were missed opportunities to conduct the live test on July 14th due to scheduling conflicts. However, we are pleased that we were able to connect on August 7th and successfully run the live test to diagnose the issue.
  During the assessment, it was observed that the access card reader's functionality was affected when you approached from a certain distance. Our representative was able to identify this discrepancy and promptly advised on the optimal approach for consistent and accurate reads.
  Please be assured that moving forward, you should encounter no further difficulties when using the resident entrance. We have taken necessary steps to address the situation, and you should now experience smooth and hassle-free access to the community.
  We greatly appreciate your patience and understanding throughout this process. If you encounter any further concerns or require assistance in the future, please do not hesitate to reach out to our dedicated customer support team.
  
  

  Customer Answer

  Date: 08/13/2023

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

• Initial Complaint

  Date:06/14/2023

  Type:Customer Service 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.

  My family moved out of a home located in a subdivision that utilizes the Enerva gate system in March of 2022. Since that time I have continued to receive calls from the Enerva Gate Guard asking me if I want to grant ***** access into my former subdivision for numerous strangers and companies. I have informed MULTIPLE Enerva gate guards and representatives in Enervas corporate office that I no longer live at the address in question and asked that my contact information be removed from their system and that my Enerva account be deactivated but this has still not been done. After we moved in 2021 I deleted all of the information that I was able to on my end from my Enerva account and at some point one of the Enerva representatives went in and updated my account with a note that said (my account number) does not live here but I still continue to receive calls. The calls come in at all hours of the day and night and it is ridiculous.

  Business Response

  Date: 06/23/2023

  We apologize for the inconvenience you have experienced. Due to the security agreements and protocols in place for Envera-protected communities, Envera can only deactivate resident profiles with written authorization from community management. We recommend reaching out to **************************** for your previous community and requesting this written authorization be sent to Enveras customer service team. In the interim, we have removed the phone numbers from your account so you should not receive any further calls.  If you do receive another phone call, please contact our customer service department at ************.   

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20170401
  
  I am rejecting this response because:
  I do not believe it. I would like to see the security agreements and protocols that state that my resident profile can only be deactivated with written authorization from community management. And I would also like to see my signature agreeing to this ridiculous practice because I know when I registered for my Enerva account it did not state anywhere that I would need to obtain written permission from my communitys property management firm if I should ever want to deactivate the account I was setting up to buzz people through the front gate. 
  I am not going to spend any more of my time trying to now track down the property management firm for the community that I moved out of almost A YEAR AND A HALF AGO and start all over with them requesting that my Enerva account be deleted. I have already wasted far too much of my time following up with NUMEROUS Enerva representatives over the last year who continued to assure me that my account would be deleted but it never was.
  The Enerva resident profile in question is in my name and I have asked Enerva to delete said account numerous times. If Enerva does  not delete my account immediately as requested I will pursue legal remedies.  For over a year the Enerva gate guard has continued to allow total strangers to enter my former community as my guests, even though I declined permission each time I was contacted by ******. Let this serve as notice to Enerva that I am not going to be held liable for anything that these guests may do, Enerva will be liable. 

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

  Business Response

  Date: 07/07/2023

  Thank you for the response,we understand your frustration completely.  We have removed all identifying information, including your phone numbers, except for your name. We have also contacted the community management directly to confirm removal of your name from the community database.  We understand that you are no longer a resident within the community and will remove your name completely once it is confirmed by community management.

• Initial Complaint

  Date:05/01/2023

  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.

  My elderly parents live in a gated community secured by Envera. I am a frequent visitor. Every visit we spend approx 10 minutes at the gate. The human beings who had manned the gate were light-years more efficient.

  Business Response

  Date: 05/04/2023

  We are sorry to hear of the issues you may have experienced entering one of our monitored communities. There are several factors that could attribute to a delay on one of our guards assisting in your entry.  We are an internet based company, and unfortunately, there could be outages in the area surrounding the community your parents live in.  If do not have a connection to the location,this could cause a delay in receiving assistance.  We take these issues very seriously, and are happy to look into your trouble specifically. If you or your parents can reach out with a date and time of the incident, we will review, and advise on what occurred to ensure we can rectify the situation.  

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 August 23, 2022, my visitors are not allowed to enter because the guards say they are calling me and I am not answering. My number remains the same and my phone works. Sometimes I am on the phone with the visitor and hear the guard saying that they are calling but I am not answering. It is very inconvenient for me to drive out to the parking lot opposite the complex to receive food that should be delivered to my door. Can this be rectified as soon as possible? Thanks

  Business Response

  Date: 09/13/2022

  Thank you for brining your concerns to our attention. We have located several calls being made to both your primary and secondary numbers on file.  We found that when calling the primary, we are able to contact the home for verification without any issues.
  
  In our experience, we have found there are times that residents unknowingly have 877 numbers blocked on their phones making it impossible for our calls to go through.  The calls can come up as spam, and cell phones automatically block the incoming call. We have also found that if a resident is actively using their phone at the time of our call, even with call waiting, our calls will not go through and sends us straight to voicemail.  Unfortunately, as per our company policy,we do not leave voicemails for residents when they do not answer for verification.

  We suggest that you contact your provider to allow our 877 number to ring to your phone or add our number to your cell phone as a contact to ensure our calls are reaching you when we are calling to verify.  Also,if you are speaking to the visitor at the kiosk over the phone at the time of transaction, to please hang up so we can ensure our calls are reaching you. 
  
  If this continues to occur, and we are unable to reach you directly, please call ************, and speak to our customer service department.  Again,we appreciate you bringing this to our attention so we can assist in advising best practices for residents to ensure you are able to receive all calls for verification.  

  Customer Answer

  Date: 09/14/2022

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