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Business Profile

Security

Covey Security

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 ordered cove security it worked for a couple of months. The box just went dark and never turned back on. I tried all of their methods did not work. I told them a few months ago my equipment does not work and would like to be out of the contract. They said to pay for equipment which would not bother me if the equipment worked. Im have not had equipment for over year and have been paying 34 a month so I have paid over 500 for no equipment a service I could not use. Im paying for nothing the *** today was offering a 2 month credit I told him to put toward equipment the return comment was you owe 207 for equipment and call customer services for cancellation and pay for equipment.Why could he not put the 2 months credit towards it? Im just very frustrated they are receiving money for having to do nothing. Respectfully,***************************

    Business Response

    Date: 08/28/2024

    This is not our company. We are Covey Security, not Cove Security. We do not provide any security products. We provide security guard services. 

  • Initial Complaint

    Date:12/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 purchased a cove security system last year. After having issue after issue with the system filed a complaint. They apologized and said they knew of the issues and came out with a new system. Sent that to us and provided 3 months of service. After 2 months of not being able to access said new system, we canceled. Cove security called me today stating that my account is past due for the previous 2 months. Explained we canceled service and the man (******* employee number ****) says he sees no record of that and we owe 59$ for monitoring. Funny enough, hes stating its been being monitored. Our smoke detectors have gone off at least once a week. We have had no calls or dispatching of the fire ***** Clearly this has not been monitored at ********* is a scam. Again, we are out hundreds of dollars on a system that has not ever provided a service to us. Oh. Also found out that why we cant access our system is they changed the app for the new system.

    Business Response

    Date: 12/11/2023

    I think you have got the wrong company. We are Covey Security, a company provides security guard services. We do not sell any security systems. Sorry about the confusion. 

  • Initial Complaint

    Date:12/01/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 reached out to Cove, who I purchased my alarm and security cameras from, five separate times asking for an itemized receipt for 3 Eufy security cameras I purchased on 7.12.23. The City of ** requires this itemized receipt including sales taxes in order to process reimbursement for security cameras. Eufy also requests this for warranty and asks customers to provide this proof of pruchase on their app. Their online portal with billing history does not give itemized receipts of charges and the only email I received when I bought the cameras is attached.I purchased my alarm through Cove back in April 2023 and it has been a nightmare dealing with this alarm system start to finish. The customer service is awful. I have already purchased all the equipment, and if I moved to a new system, all of the equipment would go to waste, so now I am trapped. Every represetnative who I've spoken with doesn't speak engligh properly, but the biggest concern I have with Cove it takes HOURS to resolve the simplest things. They almost make things difficult so that you give up and keep paying them so that you don't have to deal with customer service. I have had issues with them for months, but now that they are making it difficult to even obtain an itemized receipt, I have hit my limit with them. The order number for the cameras was ****** My email is ************************ My address of service is **********************************************************************

    Business Response

    Date: 12/09/2023

    I don't believe you reached to the right company. Our company provides security guard services, not alarm system. I am sorry about your experience but it was not our company. 

    Customer Answer

    Date: 12/09/2023


    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

    Date:09/12/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Bought this system and it never workedreps refuse to get supervisors, reps do not know how to troubleshoot the equipment. This is a complete scam.Parent company, Eufy, has qualified reps that can quickly troubleshoot and are polite.I want the public to be made aware of this scam and I want an immediate full refund

    Business Response

    Date: 09/20/2023

    We do not sell any products. We are a Security ************* who provides security guard services. I don't think the customer has the correct company information. Thank you. 

  • Initial Complaint

    Date:05/25/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    See Google Assistant commands stopped working a while ago. I called in and was just read a script over and over and nothing fixed it. I called back and asked to speak to an American representative and they said one will call you back within 24 hours and no one called and then I was told when I called back again that somebody will call you back in an hour and it's been a day and a half. I don't know what's going on but this is horrible for a new company. Please contact me

    Business Response

    Date: 05/26/2023

    I am confused about the complaint. We are a local security guard company who provides security guard services to businesses. I am not sure about this complaint about repairs and google assistant. We do not sell any products. Maybe the customer was complaining about some other company? 

    Customer Answer

    Date: 05/26/2023


    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.

     

    I must have clicked on the wrong drop down box when selecting the company. 

    Regards,

    *****************************

     


  • Initial Complaint

    Date:03/28/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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've had Cove now for about two years. In the last few months, I've had my panel say 'unable to connect' or lost connection, etc....when that happens the entire system is down, you can't see cameras, the sensors don't alarm so if someone breaks in, it won't respond at all. This has been an ongoing issue for a while now.Nothing in my house has changed. They've asked me to move the panel, take it off the mount, move it outside, inside asked me to move it to another room by a window, etc...Nothing seems to work.The alarming part of this is, when it's offline I don't know until I go to check a camera or to disarm my house from the app on my phone - Yep. So I can be away from my house and guess what? I come home and everything has been robbed.Upon speaking to several people and online chatting the best they can do is send out a new panel to me, but they don't know when, or if, the panel will be coming any time soon. How does that help me? They offered up two months of credits. I asked if they don't have the new panel to me by the end of May I want a refund for the money I've invested in this system and I want out of the contract. They're failing to provide the service that I'm paying for.

    Business Response

    Date: 03/28/2023

    This is not a complaint towards our company. We are not in the security monitor business. You have contacted wrong person. Sorry. 

    Customer Answer

    Date: 03/28/2023


    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,

    ***********************

     

Covey Security is NOT a BBB Accredited Business.

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