Complaints
Customer Complaints Summary
- 235 total complaints in the last 3 years.
- 98 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:10/12/2025
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.
I ordered a Cove home security system on 9/8/25. On 9/11/25 I received an email stating that my order had been delayed. Since they had already pulled the money from my card I decided to wait. After a few days and no email stating when my order would be shipped, I called customer service and was assured it would ship in 5-7 business days. When it didn’t I called them again and had to argue and demand a refund. He finally agreed and pretended to start the process but also sent me a return label to return the system should it ship. Well they shipped it anyway a couple of days after I requested it be cancelled and I receive a refund so now I’m stuck returning a system that I didn’t want and questioning if I will ever receive my money back. Big mistake on my part !
Business Response
Date: 10/15/2025
Thanks for reaching out. We’ve received your message and will get back to you shortly.Initial Complaint
Date:10/08/2025
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.
Cove Security was supposed to cancel my account. This was over 90 days ago. They still continue to charge my bank account. After multiple phone calls, I am not getting anywhereBusiness Response
Date: 10/10/2025
Thank you for reaching out. We’ve received your message and will review your account details. A member of our team will get back to you shortly.Initial Complaint
Date:09/20/2025
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.
An entire cove smart security system was purchased by me the first week of September. I was promised 5-10 day delivery. It has been well past 10 business days and the system is still waiting with a label created, not shipped. I have reached out multiple times regarding the issue, the only thing that customer service has done is tell me “your package is in the warehouse awaiting UPS” My package has been in the back of the warehouse awaiting UPS SINCE SEPTEMBER 9th. I’ve received absolutely no help regarding the issue, and customer service is rude.Business Response
Date: 09/24/2025
Thank you for sharing this with us. We’ll review the situation and get back to you shortly.Customer Answer
Date: 09/28/2025
Complaint: 23911957
I am rejecting this response because:
This is not a solution to the issue, it is prolonging the issue. I have been consistently lied to over the past month about the whereabouts of my package. The package is still sitting in the back of the warehouse “awaiting UPS”
Sincerely,
****** *****Business Response
Date: 10/02/2025
According to our records, the system was received. Please confirm.Initial Complaint
Date:09/16/2025
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.
Hi! I have seen your products in many videos. I decided to try it out. WORST CUSTOMER SERVICE EVER!!!!! I CANNOT STRESS THAT ENOUGH. It has been 16 days (8/31/25) since I ordered what I thought would be my new security system. I was told 5-7 business days. I have spoke to not 1 or 2, but 6 of your support team members and 3 supervisors. I have been lied to over and over again on the estimated delivery time frame. Today was the final straw, I was told by a supervisor that my package was going to arrive today, when It didnt arrive I called the service line again. JUST TO BE TOLD IT WOULD TAKE 7-14 business days now. THIS IS OUTRAGEOUS!!!Business Response
Date: 09/19/2025
Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration this has caused. Our team is currently reviewing your order details, and we will get back to you as soon as possible with an update.Initial Complaint
Date:09/09/2025
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.
I have been talking to Cove customer service 9/4/25 to obtain an updated/renewed alarm permit. According to Ordinance Number 66264 in St. Louis City, it is the alarm companies responsibility to renew the permit every year. Every time I call Cove I am told that there is an error in their system or my request is still processing. This is something that can be done online on their end. Due to their lack of effort in obtaining this, I am currently paying for monthly monitoring in which the police will not come because Cove has not and will not obtain my alarm permit renewal.Business Response
Date: 09/12/2025
Thank you for bringing this to our attention. We’re reviewing the details and will get back to you shortly.Initial Complaint
Date:09/01/2025
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.
I signed up for ***** security system and started with a trial period. At no point was I informedby email, letter, or any other waythat I would be automatically charged $$32.99 each month after the trial ended. Despite this, Ive been billed every month for almost a year, adding up to about $263.92, all without my knowledge or consent.When I contacted ***** customer support to dispute these charges and cancel my account, the responses I got were unhelpful. The agents were slow to reply, and one even ended the chat abruptly without resolving anything. I also asked repeatedly to handle everything in writing for my records, but Cove says billing disputes and cancellations can only be done over the phone. I dont want to callI want a clear, written resolution.Cove told me:I understand your concern and want to be transparent. According to our Terms and Conditions, accounts stay active and on auto-pay unless you formally cancel. Thats why the charges kept coming, even if you werent actively using the system. While you may feel the charges were unauthorized, the billing follows the legal terms agreed to when activating the service. Also, we dont send monthly billing emails because payments are automatic.While I understand their Terms and Conditions, I was never properly notified that charges would continue after the trial, nor did I agree to keep the service. Because of that, I dispute all charges that were billed without my clear ********** asking for my account to be canceled immediately, for all unauthorized charges to be waived, and for written confirmation once this has been done.If this isnt resolved quickly, I will escalate the matter to the ************************, my state Attorney General, and dispute the charges with my bank.Business Response
Date: 09/04/2025
Thank you for your message. The agreement you accepted at enrollment clearly outlined the continuation of service and monthly charges after the trial period. Your account has now been canceled; however, the past due balance of $263.92 remains.
Please contact us to arrange payment or discuss options.Initial Complaint
Date:08/28/2025
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.
Cove Will ****** You Even Without an Activated System!Ordered a home security system from ****, and it would not work at all. After several tech support tries, they sent me their new upgraded system. I was never able to activate the system. However, I discovered that I have been paying for monthly billing for over 1.5 years on a system that has never been activated. (partially our fault since we did have another Cove system for our business didnt notice that we were getting billed twice until it was too late). The response from Coves cancellation department was - sorry, we are keeping your money since we sent you the new system. Regardless of the fact it had never been activated. The best they would do is lower my monthly bill to $19/month. I dont think so! Cancelled both business and this account.Business Response
Date: 09/02/2025
Thank you for bringing this to our attention. Well review your concerns and get back to you shortly.Initial Complaint
Date:08/24/2025
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.
I ordered a security system with few cameras, sensors and the touchscreen and hub. They said that these would be delivered in 2-7 days. They havent even been shipped yet. The monitoring plan will start soon. What am I gonna do with that without the equipment.Business Response
Date: 08/26/2025
Thanks for reaching out and bringing this to our attention. I understand your concern, and well review your order and monitoring plan details. Someone from our team will get back to you shortly with an update.Initial Complaint
Date:08/20/2025
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.
I called on 04/18/25 to cancel my subscription and was told it would be effective on the next billing cycle.
I was charged a few days later, as expected, for that cycle, and that should have been it.
However, I have been charged in May, June, July and now August.
I have disputed the charges with my bank for the months until July, but haven't done so for August.
I need all charges from May up until now to be cancelled and my billing information to be removed, so I do not get charged again.Business Response
Date: 08/25/2025
Thank you for bringing this to our attention. We will review your account and get back to you shortly.Initial Complaint
Date:08/10/2025
Type: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.
My family purchased a home security system with COVE May 2025.
Our purchase was delayed one month however we set it up immediately once received with no issue.
After two weeks our cameras no longer worked. We subsequently spent days on the phone with customer support to no avail.
We were not helped and were told we could not receive a refund due to being past the trial period, even though our system was a month delayed.
We moved into our new home and have been unprotected for weeks.
I don’t want anyone else to waste their time, effort, money and protection with COVE.Business Response
Date: 08/15/2025
Thank you for sharing your experience. We will review your concerns and get back to you shortly.Customer Answer
Date: 08/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23727449, and find that this resolution is satisfactory to me.
Sincerely,
***** *********
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