ComplaintsforEnvision Security Inc

• Initial Complaint

  09/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract for solar panels with a rebate /incentive and was never informed or mentioned on contract that we would then be asked to sign a tax form W9 for taxes on the $3600 incentive. This is now very deceptive and dont know if its legal. Do we have to sign this tax form

  

  Business response

  09/23/2024

  Envision Solar is to pay the customer an agreed upon amount in the form of a check.  The *** identifies this as miscellaneous income.  For any amount over $600, I am required by law to submit 1099misc for these earnings. In order for me to fill the required 1099,I must collect a W9 from the recipient of these funds.   

  When then customer receives their check for $3600,  an agreed upon amount the sales *** offered to pay the customer for choosing solar thru us, they can use those funds any way they wish.

   

   

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with envision for 7 months now and it has been an issue after issue with their camera devices and customer service. Ive had techs come out twice to install a adapter on my doorbell camera since they installed it facing a wall and not the walk way but they forgot it twice and I asked to check cameras since the sensor doesnt work and they dont do nothing about it. My wifi network has great connection and it takes a while to receive a notification when the camera detects someone. M E R C E D E S seems to be the only one that answers the phone and she has been really rude and not helpful. She said I cant cancel now and technical issues go through ADT but they rather do service calls over the phone.

  

  Business response

  12/21/2023

  I spoke with customer ***** today and we have scheduled a service technician to go out tomorrow and either fix the doorbell camera or replace it. We also want the tech to add a doorbell wedge so that the customer is getting a better view of different angles with the camera. Explained to the customer that after 90 days all service requests do go through ADT directly. We do provide an equipment warranty for 12 months so in this case we will get authorization from ADT and send ************** to resolve any issues.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/14/23 a sales rep from Envision came to my home and convinced me to cancel my appoint with ADT by offering a lower price for installation and service. After installation on 9/16 (order# ********** - install ID# *****************, I called on 9/20/23 and spoke with *************************** to get my ****** products synced with the monitoring devices and was told they were not compatible. I then asked to cancel as I only had service of 3 days, but was told I cannot cancel and that I would need to pay $1443.48. ******* emailed me the original contract but there was a newer amended contract that extended the cancellation date to 9/23/23. So i should have been able to cancel. I am asking again to have my account cancelled. I am now with ADT and their devices work with ******. I called Envision again on 9/26/23 to confirm cancellation and they asked again for $$. This has been a bad experience because they are threatening me with payment in order to cancel their service.

  

  Business response

  10/04/2023

  I have spoken with the customer directly and advised her that this matter has been cleared up with ADT. It was an error on their end and they have corrected it in their system and were able to reinstate the customer's original ADT account and get all of her products back up and working. Customer does not owe ****************** any money as this was no fault of the customer's. We have released them from contract with us.

• Initial Complaint

  08/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have a no solicitating sign in place on my property and this is the third time they have blatantly disregarded the no soliciting sign by knocking on my door, leaving business cards and finally a whole brochure. I have not contacted the company and this is my first step. if i could figure out how to file a criminal filing to fine this business I would. Annoying and illegal sales practices taking place here in *******, **.

  

  Business response

  08/14/2023

  Our ************ Consultants were recently in your area. I have asked the team to not stop by your house again. 

  Customer response

  08/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told that a slim tablet alarm panel was going to be installed but a large bulky panel was installed instead . I always scammed with the bait and switch. They refused to replace the panel to a tablet without a fee. **************** is terrible they refused to try to remedy a problem with my system and ultimately blamed the issue on my garage door without even trouble shooting the problem. I just want the tablet that ****************** pitched without being charged.

  

  Business response

  08/09/2023

  We have received the complaint from customer M ******. We have been working diligently with ADT to resolve the issue. We received information from ADT yesterday in regards to the Builders of the home the customer purchased. They were supposed to get a slim panel and tablet as promised from the builder when they signed up for the alarm service. We did not know the contract was supposed to go through a different alarm company that partners with the Builders and ADT. Customer signed with us not knowing we could not provide the equipment they were promised. 

  We are now working with ADT to get this contract cancelled and allow the customer to sign with the correct alarm company. 

  Customer response

  08/10/2023

  The issue has not been resolved as of  8/10/2023. Therefore, I cannot accept the response. I spoke with the representative **** with ******* on 8/4/2023 and  I was informed by him that Envison does not offer slimline alarm keypads. He told me that he will work on helping get the issue resolved. I also informed **** that I had already been in contact with the representative from the alarm company that contracts with the home builder. The contracted alarm company informed me that they contacted *** and the request to cancel Envison and switch to the contracted alarm company was denied by ***. Whether this is true, I dont know. I also do not understand why it was denied being that both alarm companys are contracted/ under the *** umbrella. I requested Envision contact *** to inquire. **** agreed to that plan of action. I have not  updated as of 8/10/2023.

  

  Business response

  08/11/2023

  I was able to speak with ***************** today 8/11/23 and advise her of the resolution with ADT. The customer will call us once they have Safe Haven come out and install their alarm equipment. We will remove ours at that time. If the customer has any further questions or does not hear from Safe Haven or ADT, I have asked her to reach back out to me. They can also contact ADT or Safe Haven if needed. 

• Initial Complaint

  06/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a 36 month contract withEnvision also considered ADT alarm and I have 3 cameras of which the Doorbell camera has stopped working. I contacted Envisions support and followed all instructions to troubleshoot over the phone. After the instructions didnt fix the issue the tech emailed me a guide and told me to view ******* videos to try and fix it myself. I went ahead and followed the guide instructions and also ******* instructions and nothing fixed the issue. I called back after all attempts to get a technician out and they started there will be a $59 fee. My contract states that there is no trip charge based on my plan. I mentioned that to the technician over the phone and she said it will not be a trip fee but an assessment fee. The assessment was done in troubleshooting over the phone so now they wont come fix the security camera unless I pay a fee. The contract is deceiving and misleading to a customer not to mention I am paying a monthly fee for their services to keep my home safe. If the equipment they provided is not working they are failing to upkeep their end of the contract and provided false advertising of their services. All I want is for the security equipment they provided and the service I signed for to work properly and for no additional fees to be charged because my plan states trip charges included. The deceived me into an understanding that maintenance service would be included.

  

  Business response

  06/22/2022

  We spoke with this customer and resolved her issues on *******. We sent ************** out to replace the malfunctioning doorbell camera. We did not charge customer for the service. Customer is aware that there will be a service fee of $50 if we have to send a tech out for any issue other than the doorbell camera. We have also notated the account that in the event the customer calls or a service we will not transfer them to ADT tech support. Envision Security will send our own tech out to resolve any issues. Customer is happy with this scenario.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon purchasing my home in 2017, my wife and I signed up for an alarm service through Envision Security. We have had the alarm, which included security cameras for five years now. When we signed the contract with Envision we were told that we would be able to access recorded videos from the security camera via their online cloud service.Shortly after we signed the contract with Envision Security they sold our contract to Brinks Security. We were told that we would receive the same services through Brinks as we had through Envision.In the past five years, my wife and I have had four separate cases where we needed to rely on the footage on that camera to prosecute criminal activity; one of which included a person showing up at my home whom I had a Order of Protection against and was actively posting death threats online. On all four occasions the security footage was unavailable for us due to "service issues".Despite numerous phone calls to Brinks requesting them to cancel the account, they continue to charge my checking account each month. Every time I call the customer service number I end up on hold for over 2 hours and then am told that they will email me a "cancelation form". This "cancelation form" is never received, despite requesting it on multiple occasions.This month the fee for services increased in price. I am still unable to access the camera videos on their system despite calling customer service multiple times in the past five years.

  

  Business response

  02/15/2022

  Customer entered into contract with ****************** and Brinks Home Security on 2-13-17. At the time Envision was a dealer for Brinks, meaning we provided the equipment for the customer. Brinks handled the monitoring and billing of all of our accounts. The 60 month contract was for the monthly monitoring of the alarm system. We are no longer a Brinks dealer and we cannot provide any assistance with this matter.  The cameras and the "service issues" the customer experienced would also be something the customer would have to discuss with Brinks directly. Envision Security provided a warranty on the equipment for one year. We do not have any service notes on this account showing that the customer called into our office regarding the cameras. After the first year, the account fully belongs to Brinks and all service work or equipment issues would need to be discussed with their office.

  The cancellation form is needed so that Brinks can fully cancel the account. I apologize for the circumstances and I do understand your frustration. It is suggested on the Brinks website that the customer should check the spam folder if they have not received the docu-sign email within 24 business hours. Please note the link will expire after 7 days if the cancellation form has not been signed.

  Please reach out to Brinks directly at ************** and listen for the cancellation department.

  Customer response

  02/15/2022

  At the time we signed the contract we were told that we were signing on with Envision only, not Brinks.

  

  Business response

  02/16/2022

  I have received your response and will attach a copy of the alarm agreement between the customer and Monitronics. Brinks Home ********************** merged with Monitronics and they now use the name of Brinks Home Security. The contract was for monthly monitoring. Envision Security was a licensed dealer for Monitronics/Brinks and we supplied the equipment and the warranty of equipment for one year. All contract related questions or issues will need to go through Brinks Home Security directly. 

• Initial Complaint

  10/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  9/27/21 Envision Security Inc. came to my home and offered me security services with them. Their "promotion" was that the security equipment would be free if I signed up with them on that day. I asked multiple times throughout the encounter if I would ever need to pay for the equipment and was informed no. I believed them and agreed to their services. I only came to realize the misinformation they had given me this week because I received a **** from ************ with an amount due of ******** for the equipment, opposite of what I was told. I called Envision on 10/18/21 and was informed I was paying Envision for security monitoring and ************ for the equipment. I was utterly shocked and explained that I was informed that the equipment was free. I called on 10/20/21 and was informed they could cancel monitoring but refused to return the money to ************ or get their equipment back. What Envision has done was calculated, willfully deceptive, and grossly unethical.

  

  Business response

  10/21/2021

  I spoke to customer ********************* on 10/21/21 and went over the details of her agreement. Customer now has a better understanding of what she signed. It was not fraudulent or a scam as she has claimed. Customer is a renter and in order to get the alarm equipment needed she would have to pay up front or go through Aqua finance. If customer was the owner of the home we signed up we could offer free equipment because we are partnered with ADT who pays us enough to cover the cost of equipment. Customer received her monthly statement from Aqua and thought she needed to pay the balance of $2800 in full. I explained to her that her monthly payment with Aqua is $44.00 a month. If she pays the cost of equipment within 12 months she will not be responsible for the interest. Customer understands she is paying ****************** $24.99 for 36 months for the monitoring of the alarm in the home. The equipment belongs to her. Customer has my name and will reach out to me if she has any other questions or concerns.

  Customer response

  10/21/2021

  Just because I spoke with Envision who explained the details of the agreement does not mean this is resolved. Yes, you explained to me the contract AFTER the matter. Your sales representatives STILL LIED to me. They took advantaged of me by relaying false information. That is the point of this complaint. You have taken no responsibility for what you have done, except say you will educate them better which is not enough when you basically destroyed my life. If this was about money this wouldn't be an issue, you said it was free and now I have to pay $3000, I cannot afford that, let alone pay that off in 1 year. The fact that you think that shows how out of touch with reality you are. I don't believe you understand what you have done and you frankly do not care. You have multiple complaints against you for a reason. Take some responsibility for you actions and act like an actual business. As I said, the fact remains that you lied in order to get me into services. Your sales representatives use scare tactics, there is a reason that door to door salesmen have bad reputations. You came into my home, lied to me and pressured me into a contract completely opposite of what you said. Again, you were calculated, willfully deceitful and grossly unethical. 

   

   

  

  Business response

  10/21/2021

  Based on the conversation with customer ********************* on 10/20/21 the issue is resolved. Customer signed several documents showing that she was aware she was entering into a financial agreement with ************. AQUA representatives made two calls to customer and verified the documents that she signed. They also make the customer sign a Certificate of Completion showing that she received the equipment she agreed to finance through ************. The financial documents also show that she had 3 business days to cancel the contract. Customer received all of these documents by email immediately upon signing them. I understand customer is frustrated with the outcome and does not want to pay more for something due to the interest rates. Again, it is the responsibility of the consumer to read all legally binding documents and to understand what she is agreeing to. We offered to cancel the account that the customer has with ****************** for the monthly monitoring of $24.99 but customer declined because she would then be paying for an alarm system that is not being monitored. We have several customers that choose to finance their equipment through ************. It is not unethical to have a customer either pay out of pocket for the ******************** they want in the home or to go through a finance company. We use that option for all customers that are renting their home. 

  Customer response

  10/22/2021

  This is not resolved. You keep saying the same thing without acknowledging or accepting responsibility for the incompetence of your sales representatives. Envision lied to me and they knew what there doing, therefore, yes you are unethical. You lack morals and values when attempting to sale your services. You took advantage of me and now are wiping your hands. You told me you didn't have $3,000 to pay back to aqua finance, which I find that hard to believe considering you are a business taking advantage of other people. I do not want anyone else to fall for your lies. Once again, take responsibility and do the right thing. 

*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. ↩