Complaints

This profile includes complaints for Envision Security Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Envision Security Inc

  2121 W Alice Ave Phoenix, AZ 85021-4289

  
• 

  Envision Security Inc

  9299 W Olive Ave Peoria, AZ 85345-8379

  
• 

  Envision Security Inc

  3550 E Philadelphia St Ste 180 Ontario, CA 91761-2963

  
• 

  Envision Security Inc

  9299 W Olive Ave Ste 213 Bldg 2 Peoria, AZ 85345-8382

  

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:10/19/2025

  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.

  Faulty equipment. Our system has not been operating properly since it was installed. They sent the sales man out to fix the issue and it did not work. I have since called and reported the issues microphone on cameras not working properly and have been dismissed and ignored by the customer service team. I have left REMOVEDand REMOVEDreviews and no response. At this point not even the visual is working on our cameras. When we contacted the company they all of a sudden cannot find my account however the app and bills say otherwise. How can we get resolution they refuse to assist on or now cant find an account for.

  

  Business Response

  Date: 12/11/2025

  We strive for excellent customer service and regret any miscommunication that led to this dispute. Below is a factual timeline of events and communications based on our internal records and documentation.
  
  Factual Timeline and Account Activity
  
  September 5, 2023: Equipment was installed at the customers address. Documentation showing the agreed-upon terms, equipment details, and signed contracts have been provided to the BBB in a separate attachment.
  September 27, 2023: The customer (REMOVED) contacted our office to report an audio issue with the outdoor cameras and requested a service appointment.
  September 28, 2023: A technician was dispatched and serviced the equipment between 6:00 PM and 8:00 PM. Documentation regarding this service call, completed by the technician, is attached.
  September 28, 2023, to November 5, 2025: Our records indicate no further calls, voicemails, emails, or documented communication from either REMOVEDor REMOVEDduring this period.
  Communication Breakdown and Account Termination
  
  November 5, 2025, 11:55 AM: REMOVEDcalled our office. She immediately expressed a desire to cancel the account, stated that our "equipment is trash," and mentioned frustration regarding a lack of response on other platforms REMOVEDBBB).
  During this call, REMOVEDmentioned attempting to contact us on Sunday, October 26, 2025. We explained our office hours: we are closed on Sundays. Our phone system's voicemail clearly states our business hours and provides instructions for existing customers to leave a message for a callback. Ms. REMOVEDdid not leave a voicemail; she indicated she called an alternative number provided in the voicemail for customers monitored by a third-party company (REMOVED), where she was correctly informed she was not an ADT customer.
  Ms. REMOVEDwas verbally aggressive during the call, using profanity and raising her voice, making a resolution difficult. When asked what resolution she was seeking, she unequivocally stated she wanted to cancel the account. The cancellation request was confirmed verbally and processed accordingly.
  November 5, 2025, 12:13 PM: REMOVEDcalled our office asking why the account was terminated. We explained the conversation with REMOVEDand her explicit request to cancel the service. Mr. REMOVEDclaimed they had been calling daily for months; however, as previously stated, our records, voicemails, and communication logs do not support this assertion.
  Addressing the Notification Delay
  
  The customer mentioned a delay in our response to the BBB platform. We acknowledge this delay. We recently experienced a change in staffing, and the employee previously responsible for managing BBB notifications left the company. We have since corrected this procedural oversight and have implemented new measures to ensure timely responses.
  
  Resolution
  
  We attempted to offer a technician callback and a potential resolution during the November 5th call, but REMOVEDrefused all options besides immediate cancellation. The account has been terminated as requested by the customer's representative.
  
  We consider this matter addressed, as we acted directly upon the customers explicit request to cancel all services. We are confident in our documentation which shows timely service responses when contacted directly through our official channels.
  
   

• Initial Complaint

  Date:09/20/2024

  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.

  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

  Date: 09/23/2024

  Envision Solar is to pay the customer an agreed upon amount in the form of a check.  The REMOVEDidentifies 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 REMOVEDoffered to pay the customer for choosing solar thru us, they can use those funds any way they wish.

   

   

• Initial Complaint

  Date:12/13/2023

  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.

  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

  Date: 12/21/2023

  I spoke with customer REMOVEDtoday 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 REMOVEDto resolve any issues.

• Initial Complaint

  Date:09/26/2023

  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 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# REMOVED- install ID# REMOVED, I called on 9/20/23 and spoke with REMOVEDto get my REMOVEDproducts 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. REMOVEDemailed 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 REMOVED. 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

  Date: 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 REMOVEDany money as this was no fault of the customer's. We have released them from contract with us.

• Initial Complaint

  Date:08/05/2023

  Type:Order 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.

  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 REMOVED, REMOVED.

  

  Business Response

  Date: 08/14/2023

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

  Customer Answer

  Date: 08/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 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,
  
  REMOVED
  
   
  

• Initial Complaint

  Date:07/18/2023

  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.

  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. REMOVEDis 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 REMOVEDpitched without being charged.

  

  Business Response

  Date: 08/09/2023

  We have received the complaint from customer M REMOVED. 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 Answer

  Date: 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 REMOVEDwith REMOVEDon 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 REMOVEDthat 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 REMOVEDand the request to cancel Envison and switch to the contracted alarm company was denied by REMOVED. 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 REMOVEDumbrella. I requested Envision contact REMOVEDto inquire. REMOVEDagreed to that plan of action. I have not  updated as of 8/10/2023.

  

  Business Response

  Date: 08/11/2023

  I was able to speak with REMOVEDtoday 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.