Complaints
Customer Complaints Summary
- 229 total complaints in the last 3 years.
- 91 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/10/2025
Type: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.
First of all I would not recommend this company to anyone. The customer service sucks, they don’t know what they’re doing. I’ve had problems with this company from the start, the panel wasn’t working and they sent another and still didn’t work. Called customer service again and they just kept insisting I don’t cancel my plan instead of listening to me say to cancel it over and over. After arguing with customer service for a whole hour, she finally decided to cancel my plan. I’m month later. I was charged a month fee again, called customer serviceagain. They directed me to another person and I was on the phone. Another 20 minutes until they finally canceled the plan. Do not recommend this company at all!!!
Business Response
Date: 07/15/2025
Thanks for reaching out and sharing your experience. We're sorry to hear about the trouble you've had. We've received your message and are reviewing the details. A member of our team will follow up with you shortly to help resolve the issue. We appreciate your patience.Initial Complaint
Date:07/09/2025
Type: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.
Complaint: 23577797
I am rejecting this response because: no action has been taken by the company.
Sincerely,
***** ******t comes to getting anything done; I wish I never had to contact them. I have spent over 20 hours on the phone with them, 10 of which is likely on hold. I will be leaving this review anywhere I can to ensure people are aware of what they are getting into when a problem arises. Avoid this company for security,Business Response
Date: 07/14/2025
Thank you for reaching out and sharing your experience. We're very sorry to hear about the ongoing issues you've faced and understand your frustration. We've received your message and are currently reviewing your case. A member of our team will get back to you as soon as possible to address your concerns directly. Thank you for your patience.Business Response
Date: 07/17/2025
We attempted to reach you multiple times to discuss this matter but did not receive a response. As requested, your account has now been canceled. If you have any questions or need further assistance, please don’t hesitate to contact us directly.Initial Complaint
Date:07/08/2025
Type: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.
Complaint: 23573796
I am rejecting this response because:
Sincerely,
******* *****o have it installed.Business Response
Date: 07/11/2025
Thank you for reaching out and providing the details of your experience. We’re currently reviewing your concerns and will get back to you shortly with a response. We appreciate your patience as we look into this matter.Customer Answer
Date: 07/14/2025
I am unable to attached all receipts for this claim. If there is a snail mail address I will gladly send hard copies of them. I have an older computer and it will not allow me to attach the files.Business Response
Date: 07/16/2025
Your account has been successfully canceled, and your regular payments have been refunded. However, since this is a self-install system, we are unable to issue a refund for any amounts paid to third-party installers, as their services are separate from ours. We appreciate your understanding and are here if you have any further questions or concerns.Customer Answer
Date: 07/16/2025
Complaint: 23573796
I am rejecting this response because: As of 1638 on 16 July 2025 I have not received a refund of any kind. Also...the third party that was used for the installation was a company that was recommended to use by Cove. We had to have two technicians out. The first had never done a Cove system and spoke very little English. The second was extremely good. He is the one that found that the doorbell camera sent by Cove was defective. Because of the problems we experienced I feel we deserve at least part of the installation back. We are senior citizens and my husband is a disabled Viet Nam Veteran. There is no way either one of us could climb a ladder safely to install the system.Initial Complaint
Date:06/10/2025
Type: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.
Tuesday, June 10, 2025, a series of attempts were made to cancel an existing alarm monitoring service, which proved unsuccessful due to persistent retention efforts by Cove.
Initial Online Attempt
The first attempt to cancel was made online via a chat agent. The chat agent directed me to call customer support, stating that cancellation could not be processed through the online chat platform.
Following the online directive, I placed a call to the customer support line. The initial agent repeatedly attempted to persuade me to retain the service. Despite two clear refusals to stay, the agent stated they would transfer the call to a Support Manager to process the cancellation.
Upon transfer, the Support Manager also engaged in repeated attempts to dissuade me from canceling the service. I explicitly informed the Manager to cease all persuasive efforts and to simply process the cancellation without further questions about retention. After a brief pause, the Manager resumed the same retention speech.
Due to the manager's continued refusal to process the cancellation and persistent efforts to retain the service, I terminated the call. Immediately after, the Manager called back and left a voicemail. The voicemail message stated: "I'm trying to go and help you see your situation its just that they're really a lot of things that you could take advantage of, but if you really don't want to go with this right now, call us back and we will assist you with your cancellation." - Yes, there was a language barrier
I have decided not to engage in another phone call with the service provider given the repeated and unproductive nature of prior interactions. Instead, I intend to contact my bank to place a stop payment on all future automatic charges to the service provider.
The Cove's persistent attempts to retain me despite explicit cancellation requests and the refusal to process the cancellation directly are deemed disrespectful and reflect questionable operational practices.Business Response
Date: 06/12/2025
Thank you for sharing your experience. We understand your concerns and apologize for the frustration this has caused. Our team is currently reviewing the situation and will get back to you as soon as possible with an update.Initial Complaint
Date:06/07/2025
Type: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.
Complaint: 23439275
I am rejecting this response because: this does not answer my inquiry. They are saying they will assist yet all they simply have to do is agree to not bill me further for services I will never receive, which is an unjust enrichment and penalty that they cannot do.
Sincerely,
******* **********Business Response
Date: 06/11/2025
Thank you for reaching out. We’ve received your message and will get back to you shortly to assist with your cancellation request.Business Response
Date: 06/17/2025
The account has been canceled and the June payment has been refunded. We appreciate the time you were with us and we wish you the best.
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