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:09/09/2025

  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 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:Billing 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 ***** 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:Billing 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 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:Delivery 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 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:Billing 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 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:Product 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.

  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,
  
  
  
  ***** *********

• Initial Complaint

  Date:07/29/2025

  Type:Billing 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 had the Cove security system for several months, I went down to the basic after trying the more expensive plan, i paid the basic fee for the next month, after a week they charged me an $10 so then I canceled everything, they made it very difficult and then tried to charge me another fee to cancel but on their website it says free to cancel anytime, their custom support team is impossible to deal with too.

  

  Business Response

  Date: 08/01/2025

  Thanks for reaching out and sharing the details. Were looking into this and will get back to you shortly.

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23670206
  
  I am rejecting this response because: it just says they are looking into it and gives no real explanation.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 08/07/2025

  We called and spoke with Mr. ******** on the 5th. Thank you.

• Initial Complaint

  Date:07/28/2025

  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.

  Really bad customer service! And, his company exploits its customers. In particular by outrageous unjustified replacement equipment costs. It is not so simple to walk away from Cove because the significant financial investment I have already made in purchasing Cove equipment.
  
  In 2025), I have had 2 sensors simply stop working. I tried battery replacement to no avail. I had to buy new sensors as in I had to pay Cove 32.00 for 2 new sensors and an $8 delivery fee.
  
  In other words, Cove sends you faulty equipment and fails to guarantee it.
  
  I want Cove to reimburse me for the 2 faulty sensors

  

  Business Response

  Date: 07/30/2025

  Thank you for bringing this to our attention. We’re currently reviewing the details of your situation and will get back to you as soon as possible.

  Customer Answer

  Date: 07/30/2025

  
  
  Complaint: 23664123
  
  
  
  I am rejecting this response because the business is simply saying that it will get back to the BBB.  No resolution has been provided.
  
  
  
  Sincerely,
  
  
  *********** ****** 

  

  Business Response

  Date: 08/01/2025

  That’s correct. The review process may take a couple of days, and we appreciate your patience in the meantime.

  Customer Answer

  Date: 08/04/2025

  
  
  Complaint: 23664123
  
  
  
  I am rejecting this response because is it a non-response.  Cove states that it will look into the matter.  No resolution has been offered by COVE.  This is typical COVE behavior.  Terrible customer service and always bilking the customer. 
  
  
  
  Sincerely,
  
  
   *********** ****** 

  

  Business Response

  Date: 08/08/2025

  We gave you a call but reached your voicemail, and we also sent a follow-up text. When you have a moment, please give us a call or reply to the text so we can get this resolved for you.

• Initial Complaint

  Date:07/25/2025

  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've decided to give cove another chance, and i am already regretting it:I called cove one day to inquire about their updated monitoring panels. I spoke to an american agent by the name of ***, who answered many of my questions about the new panels and even agreed with me that the prior panels had many issues with the hardware and electronics that might "prevent" your safe-being.I decided to purchase the new panels, under a freshly made account. I hooked up my old panels to the new account (as informed by ***, that i could do if i so chose). I was promised that my new panels would arrive within a few business days and it has been 3 WEEKS. NO TRACKING NUMBER.Ive called cove 4 times, and once your phone number is stored within their system, they automatically forward you to Philippine call centers. You will never speak to an american agent past this point, which is problematic, as they are the only ones that can actually solve issues that may arrise. The agents in the ***************** you on hold to twiddle their thumbs and fabricate answers to your issues that simply prolong your issue. You will be calling back again and again without your problem ever being ********* call history goes like this, with the question being "WHERE IS MY SYSTEM?":7/18/25 - Cove agent #1: **** i will be keeping an eye on it, expect an email soon Received no email, no tracking.7/21/25 - Cove agent #2: Our orders are backed up. You will be notified soon Received no email, no tracking 7/22/25 - Cove agent #3: Yes **** we are on this **** You have been moved to the priority and will receive a tracking number and email shortly. I am providing you with a refund for your first month. (i never received email, or credit/refund)All fabricated answers with no tangible information that would PROVE to me that my issue is being resolved. When asked to speak to an American agent over and over they continue to decline your request.I AM REQUESTING TO SPEAK TO SOMEONE WHO CAN SOLVE THIS

  

  Business Response

  Date: 07/29/2025

  Thank you for reaching out and sharing your experience. We understand your frustration and apologize for the inconvenience you've faced. We will review your concerns and get back to you as soon as possible.

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23653498
  
  I am rejecting this response because:

  It has not yet resolved my issue
  
  Sincerely,
  
  ******* B

  

  Business Response

  Date: 08/01/2025

  We understand. The account is still being reviewed. We appreciate your patience.

• 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.