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:02/16/2024

  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.

  On December 8, 2023 I contacted Cove customer service and requested my service with them to be cancelled. I texted with a customer service representative that day and was told I needed to give a 30 day notice before my account could be cancelled. I was told I would be charged for January 2024 but that my account would be cancelled on January 31, 2024 and that I would receive an email on that date that my account has been closed. Well they didn't cancel my account and charged me another month's service on February 8, 2024.

  

  Business Response

  Date: 02/21/2024

  We reviewed the customer's case and rectified the situation by canceling the account and issuing a refund of $24.99. We also contacted the customer via phone and email to provide the cancellation notice and additional information addressing their concerns.

• Initial Complaint

  Date:02/14/2024

  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.

  Their equipment is junk and I have nothing but problems with it. This morning I was trying to leave the house to take my sick son to the doctor and the panel refused to work. It just said it was armed. I could not enter my passcode to disarm it. I tried using the disarm button on the key fob and that also did not work. I called and they wanted to to take the panel apart, which I did not have time to do. Their equipment is junk and their service is deplorable. For $37.99/month I expect FUNCTIONAL equipment.

  

  Business Response

  Date: 02/16/2024

  The customer reported an issue with an unresponsive panel. Following a call today, it appears that the issue has been resolved. We had a manager reach out and sent an email to the customer to coordinate a call back and address any additional concerns.

• Initial Complaint

  Date:02/09/2024

  Type:Sales and Advertising 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.

  Their website offers "65% Off Equipment + Free HD Camera. Valid on any new system. Offer applied at checkout!". There was no free camera deducted from the total nor was the discount 65% off. When I contacted customer service, they said that it is 65% off of select equipment and couldn't explain the camera. When I informed them that it was false advertisement and bait and switching their customers by offering the deal with no exclusions or limitations, no additional details to explain fine print, nothing... then changing it behind the scenes, that that is false advertisement. The representative stated that they are in the Philippines and are not familiar with this law. They did not offer to uphold the advertised sale. The order had 4 cameras in it. The total amount was 1214.96 and it was reduced to 568.71. No free camera and no 65% off. I contacted their online support first using the 'chat with us' feature (didn't work correctly) and then called to speak to a live representative.

  

  Business Response

  Date: 02/13/2024

  In response to the complaint we have a manager contacted the customer. We clarified that the 65% discount applies only to security system equipment, not cameras. We explained the pricing for cameras and the inclusion of a free indoor camera with the security system purchase. To address the customer's concerns, we offered a free outdoor camera instead of the indoor camera, ensuring the customer's satisfaction. We updated our website displaying our promotion as "65% off Equipment + Free Indoor Camera."
  

• Initial Complaint

  Date:02/04/2024

  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.

  Have had cove for a number of years. Recently upgraded to cove connect, which had me use customer loyalty points and payments to do so. Old equipment wont work with new system. You have to call when hooking up new system. Numerous times put on hold and confusing direction. After hanging up, motion, fire and CO2 would not work. I called again and put on hold for approximately 20 minutes. I decided to try **********. Well first response came 20 minutes later. Directions typed by individual were at times gibberish, didnt make sense. Turns out those new sensors were not put in to the system and he still could not get the CO2 to work. I requested a return call from a manager and for him to forward the text. Neither occurred. One thing he typed was that cove puts new installations on test for 24 hours in order to cut off possible false alarms, which means subscribers are left unsecured without their knowledge. I asked what happens if we have a burglary or fire, he would not answer. I tested this by setting off the alarm. It rang at our home but no one called. I looked for an email for cove but they only provide phone and text. Funny, if you want to refer someone they allow a text. So far, expensive monthly paperweight, no satisfaction, no assurance or peace of mind, no follow up from the company and no way to follow up without being on hold forever and speaking with employees that appear to need training.

  

  Business Response

  Date: 02/09/2024

  We investigated this issue with our backend product team and have assigned a manager to reach out to address his concerns and gather additional information. A voicemail and email have been sent to follow up with the customer. We are committed to finding a prompt resolution.

• Initial Complaint

  Date:02/01/2024

  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.

  Cancelled my order right after placing it. Still have not received my refund or cancellation confirmation. The order was paid with Affirm, and affirm states Cove has not sent any refunds.

  

  Business Response

  Date: 02/07/2024

  We contacted the customer through email to follow up with them. Upon reviewing the customer's account, it has been confirmed that the refund was requested on the same day as the purchase, which was on 2/1/2024. The agent processed the cancellation at 2:54:28 PM on that day. It is important to note that Cove requires its customers to wait 24 business hours for Affirm refunds to be issued. The refund was successfully processed through Affirm on the following day, 2/2/2024.
  

• Initial Complaint

  Date:01/31/2024

  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.

  Called cove for a update sd card to my security system never sent one out Second time would be Today /called said he would get back to me with in a hour never did I have called twice to resolve the problem the first time awhile A go no SD card in mail no follow through they keep me hanging on they said I need card for updates **** Cove dont want to do any thing about it Need SD card to update please help me on this

  

  Business Response

  Date: 02/07/2024

  We called the customer, but our call was blocked by the carrier. We then sent an email to address their concerns and explained that we've been working on finding a better solution, which involves an Over the Air (OTA) firmware update. We're close to having this ready, eliminating the need to send an ** card. To provide a prompt solution, we've prepared the ** card for shipping and provided the tracking information. Additionally, we credited the customer.

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair 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.

  I tried this company a second time based on they stated equipment was better and service was improved. Yet again I can't get customer service to change anything. They hassle me to cancel and constantly ask why instead of fulfilling my request. The target scam people with a poor product. I purchased equipment and 2 days later I was sent a 50% off. I wasn't able to have that honored. Next a few more days I get a 70% off and again wasn't honored or able to actually talk to anyone.

  

  Business Response

  Date: 12/21/2023

  We had a manager reach out but the call routed to voicemail. We sent an email to coordinate a callback and address customers concerns. We are still waiting on their response. We are committed to resolve our customers concerns.

  Customer Answer

  Date: 12/28/2023

   
  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.They have also reached out to me in an email kindly. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/10/2023

  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.

  I have been a customer with Cove since 2020. I got a outdoor wireless camera from them last year( Dec 2022).
  The outdoor camera has not been sending me proper alerts and not capturing critical information when there is actual motion detection. So, in August of 2023, I called the customer service and they tried to do troubleshooting and I was promised that I will get a replacement of my outdoor camera in 5-7 business days.
  After a couple of weeks, I got an email that there is a delay in shipment and I will be getting the shipment as quickly as possible. After then until now, December 2023, I still do not have my camera.
  
  I have called up multiple times, again multiple time and I was told in Sept and Oct that the item was in back order and told to wait. In December 2023 when I called them again, I was told, the item is indeed back in stock and not sure why my item was still not shipped.
  I was promised that the order will be shipped in 5-7 business days.
  
  On December 10th, I again called them to find out the status and they confirmed its in stock and still clueless why it has not been shipped.
  
  All the assurances I'm being told is that they will work with the warehouse and ship it out as quickly as possible, but all them have been false promises. The item is not being sent at all. Why would you sell a product when its more then 4 months without being shipped.
  
  I need my camera badly, i got the camera with the hope that Cove will help with improving my security, but not sending a camera for the last 4 months is just making me insecure and no process is being followed to help me out. Very frustrated.

  

  Business Response

  Date: 12/15/2023

  One of our supervisors has been following up with the customer to address their concerns. We've successfully shipped a replacement camera, and they should receive it within 2 to 5 business days. Additionally, we've credited the customer to compensate them for their time.

  Customer Answer

  Date: 12/18/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and this is OK now

  This could have been taken care by better their support in first place, it does not warrant to raise a BBB concern to get this resolved. 
  
  
  
  Sincerely,
  
  
  
  ******

• Initial Complaint

  Date:12/04/2023

  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.

  Purchased & Installed system in August 2023. In late November 2023, system went "offline" and none of the sensors would work and the alarm panel could not connect to the "Hub". Talked with **************** for over 2 hours and was told "nothing is working, someone will email you to follow up with next steps". Week goes by, no email, so I send another and no response. Also reached out on ********************* and again on chat however can't get a response. I would like the system replaced as I'm still paying for monitoring for a system that doesn't work at all.

  

  Business Response

  Date: 12/08/2023

  We had a manager reach out, but the call routed to voicemail. Fortunately, the customer was assisted by one of our agents and successfully placed an order to replace the defective equipment. We credited the customer's account and will follow up with them. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20955530
  
  I am rejecting this response because: Im still waiting for replacement parts to attempt to repair my system. Once my parts arrive and my system is working, Ill close this complaint.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/15/2023

  We've successfully shipped a replacement Hub, and they should receive it within 2 to 5 business days. We will make sure the customer gets taken care of once they receive their new equipment. 

• Initial Complaint

  Date:11/29/2023

  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 purchased the covesmart security system over a year ago which i have since spent hundreds of dollars on , even though it only worked for less than a month...i called them several times to get it fixed, then asked to have a new system sent out which they did not do...they never even called me back when they said they would...i have been trying to cancel my membership and they are now trying to make me pay for another month even though I dont want another month of service. false advertising! they say provide high quality service, they say there is no contracts yet they are claiming im contractually obligated to pay for another months service...false advertising and deceiving business practices.

  

  Business Response

  Date: 12/05/2023

  We had a manager reach out, but we couldn't find the customer available. As per our Terms and Conditions, all Service Plans require a minimum of 30 days' verbal request for cancellation before the next billing date to ensure the cancellation of automatic payments (refer to Section 24b of the Terms and Conditions). We successfully canceled the account on 12/05/2023, and the customer will no longer be charged for services. We sent an email to confirm the actions taken on the account. We offer to provide assistance and replace the equipment if they ever decide to reactivate services.