Complaints

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:07/21/2025

  Type:Product 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.

  Cove Security:
  I have had the “new upgraded system” for over a year. I have spent over 100 hours in that time, working with technical support. I have replaced sensors, batteries, reset sensors all at the instruction of Tech Support.
  I am constantly getting”supervision failure”. My home is not that big so distance from the base should not be a problem.
  I’m afraid to set the alarm while I go away for fear of false alarms.
  I have paid for monitoring but am afraid to use the system.
  I have written to the company and get no response.
  I don’t know what can be done, except for me giving up and trying something else.
  I can’t provide anything positive about my experience.

  

  Business Response

  Date: 07/24/2025

  Thank you for reaching out and sharing your experience. We're sorry to hear about the trouble you've had with the system. We're reviewing the details and will get back to you as soon as possible to help resolve the issue. We appreciate your patience.

• Initial Complaint

  Date:07/19/2025

  Type:Product 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 purchased a Cove security system and paid the $200.00 to have it professionally installed by their recommended technician. The technician installed the system and told me the doorbell camera, door sensors, and three smoke detectors were all online successfully and being monitored. Later in the evening I realized the door camera was not keeping videos. I called support and thet were unable to troubleshoot the issue. I called again the next morning and inquired about my smoke alarms. I was informed none were working or being monitored. I was told the tech should have tested each one. This was not done. I then learned that all three smoke monitors were not within the 120ft of the monitoring device. This is not mentioned anywhere on Cove’s website. At this point I would like to return this equipment for a full refund. My issue is the door sensors and smoke alarms attach in away that they are not easily removed. It is my opinion this is Cove’s strategy of not having to provide a refund. I am seriously concerned this company is misrepresenting their security system online and even worse telling customers it is working and being monitored for fires and burglaries when it is actually not. This could be a situation of life and death if it is not being effectively monitored. I am looking for a full refund for all equipment as well as for the $223.61 I paid their recommended technician.

  

  Business Response

  Date: 07/23/2025

  Thank you for reaching out and sharing your concerns. We’re currently reviewing the details of your experience and will get back to you as soon as possible.

• Initial Complaint

  Date:07/10/2025

  Type:Customer Service 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.

  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:Customer Service 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 a customer of Cove for 6 years.
  In January of 2025 I was told to upgrade to the new panel. Now the alarm will randomly go off when I enter my home even though it should have an entry delay.
  I have been in contact with the customer service team monthly for the past 7 months trying to fix my issue. The customer service team is lost as can be and often tries to sell more products instead of fixing the issue.
  I moved to a new security company and attempted to cancel. I was told that it would be 30 days until cancelation and a final bill on 7/2. I was billed on 7/2. I called in on 7/9 to make sure that the account was canceled, to which I was told I could extend my time. I told them I didnt want to extend; I wanted to make sure my account was canceled. They told me that I had another 30 days and one last payment.
  This company does their customer service out of the country, so you will be communicating, and communication will be lost often. This company is terrible when it 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.

  Customer Answer

  Date: 07/14/2025

  
  
  Complaint: 23577797
  
  
  
  I am rejecting this response because: no action has been taken by the company. 
  
  Sincerely,
  
  
  
  ***** ******

  

  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: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 signed up for Cove Security System on the advice of a neighbor. I am 65 years old and my husband is 78 with health issues, so I also requested to have a technician come and set it up. When the tech was setting it up, he noticed that the doorbell camera did not work. I received a return label and sent it back. I received an email saying that there was no way a knowing when I would get the doorbell camera, so we stop installation. I contacted the company to tell them that the installation was not completed, and they informed me that I was already being billed since they say it was active. When I told them it was not they began to argue with me. I finally said that I wanted to cancel the system since I had it well under 60 days and was informed that I would have to call back tomorrow between 8 and 5 MST. In the meantime, I went on and read all of the problems that people were having with this company. I want to be refunded not only for the product but also the extra money I had to pay to 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

  
  
  Complaint: 23573796
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *****

  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:Customer Service 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.

  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: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.

  Called to cancel and am told I will be billed again on June 16 and that somehow a 30 day notice to cancel is required.
  
  I am moving and not taking my system and told them this.
  
  This cancellation provision is completely unenforceable and an unjust enrichment. They are profiting off services I will not be receiving.
  
  I will not receive those monitoring services as I do not live there. I want my account cancelled immediately and no further billing.

  

  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.

  Customer Answer

  Date: 06/12/2025

  
  
  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: 06/17/2025

  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.

• Initial Complaint

  Date:06/04/2025

  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.

  It is impossible to cancel your account with this company. You have to create an account and enter your debit/banking information on their website, but you cannot cancel your account without calling into their CS department. When you call into cancel, they will talk you in circles trying to get you to keep your account. I lost my job in May and called in to cancel my account. She tried to talk me into keeping my account by charging less, I said no, please cancel. She assured me that I would not be charged again on June 5, 2025. I was charged in June. I called yesterday to complain that my account wasn't canceled and request a refund. I was told that they will send it through for cancelation, but I never received email confirmation. Basically, there is no trust that they will actually cancel my account because I am never transferred to the person who can actually cancel. It's a small amount of money, but it's a recurring charge that I cannot cancel since I can't delete my banking information from their website.

  

  Business Response

  Date: 06/06/2025

  Thank you for reaching out and sharing your experience. We’re sorry for the frustration this has caused. We’ve noted your concerns and will forward this to the appropriate team for review. Someone will get back to you shortly to help resolve the matter.

  Customer Answer

  Date: 06/09/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I spoke to someone at the business since I filed this complaint and they canceled my account, sent me email confirmation and refunded the month dues.  This was all I had requested previously, the previous two people  just didn't do what they said they were going to do.

  Thank you for your assistance.

  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:06/03/2025

  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.

  I noticed around April 2025 that my camera was no longer working after charging the batteries before I went out of town. I spoke with an agent that mentioned me having to download a 3rd party app for the camera's or coming out of pocket to upgrade my system and get new cameras which would easily have been over $300. This is just a few months after they started a surcharge for having a credit card on file instead of bank account information which I wasn't happy about either. They can notify you about billing matters but not about systems becoming obsolete? The lady mentioned I had in store credit to buy the new equipment but I had been saving those for fire alarms to integrate into the package.
  
  I spoke with another agent beginning of June who also stated I would need to completely upgrade all the monitors/cameras or have them set up through a 3rd party app which I definitely don't want to have or trust. I asked to transfer to the person to cancel my service and they stated that the department was not open yet even though it was 9:30am on a Tuesday. You cannot cancel online either.
  
  I feel if you signed up and paid for the initial equipment and have been a paying customer for several years; if the company decides to upgrade their tech and switch apps making your system obsolete you should be given new equipment or at least notified of the change. If I had not been going out of town I would likely have not even known the cameras were offline as I only check them when out of town. I also think that it should be just as easy to cancel as it is to sign up so not having the online option to cancel and the phone department not being open regular hours isn't acceptable.

  

  Business Response

  Date: 06/04/2025

  Thank you for reaching out and sharing your concerns. We understand how frustrating this experience must be and appreciate your long-term support as a customer. Our team is currently reviewing the details, and we’ll get back to you as soon as possible with an update.

• Initial Complaint

  Date:06/01/2025

  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.

  I went with cove security company for my security system, and had issues with it from what seems like the first day I bought call customer service a couple of times and just decided to cancel the service. I called on 5/20/25 to cancel the service the guy on the phone said he would cancel the service I didn’t think anything else of it, until I got charged a monthly fee on 6/1/25 I called again to complain and they just kept trying to get me to stay with the company instead of canceling my subscription and giving me my money back despite repeated attempts at telling the customer service person I had already fully installed a new system. I would not recommend this company to anyone and did not have a good experience with these people at all!

  

  Business Response

  Date: 06/03/2025

  Thank you for reaching out and sharing your experience. We understand how frustrating this situation has been and appreciate you bringing it to our attention. Our team is currently reviewing the details of your account, and we’ll get back to you as soon as possible with an update. Thank you for your patience.