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: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.

• Initial Complaint

  Date:11/22/2023

  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.

  A few years ago I purchased a Cove security system. Last year, due to going on social security, I canceled the monitoring. This week I reactivated the system at a reduced price. 2 days later the panel sounded that the backup battery was dead. I called Cove to buy a new battery and was told they no longer sell them and I would have to pay $100 for a panel upgrade! AND, the upgraded panel isnt even compatible with the smoke alarm, etc. Sounds like a scam to get me to buy even more equipment! I wonder how many of these original panels are out there soon to be told the battery isnt replaceable! Sounds like a money grab on Coves part and certainly not a senior citizen friendly company!

  

  Business Response

  Date: 11/22/2023

  One of our managers has successfully reached out to the customer and addressed their concerns by replacing their equipment. We are committed to continuing to work together and ensure their system is fully functional and meets their expectations.
  

  Customer Answer

  Date: 11/27/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/12/2023

  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 purchased a home security system from CoveSmart LLC in 2021 and have been attempting to cancel services and charges since August 2023. I do not have a contract with them, they are a month to month service. In August I was told that I would "have" to be charged an annother month as I did not give 30 day notice of cancellation. I continue to be charged by this company. I have disputed the charges with my credit card company and they ruled in my favor. However this is ridiculous that a business that advertises as no contract can make it so difficult to terminate services and continue to send charges.

  

  Business Response

  Date: 11/15/2023

  We had a manager contact the customer, but the call routed to voicemail. On 10/4/2023, we issued a refund to their credit card on file for the extra month they paid. We also sent a detailed email regarding the cancellation of their services, which took effect on 10/3/2023.

• Initial Complaint

  Date:11/08/2023

  Type:Customer Service 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 loyal Cove customer for over 2 years. The equipment is constantly having issues, sensors misfiring. The app doesn’t work well and the cameras are trash and stopped working. The new app doesn’t support the old system I am on so I have to pay an upgrade fee to fix their garbage equipment that never worked right in the first place. I purchased cameras under the original system that they won’t replace without me paying an additional charge. I have a lifetime equipment warranty under my cove plus service. They said the cameras don’t work with the new system and I would have to use a separate app for it.
  
  This is one of the worst companies I have worked with. I can’t wait until my contract is up so I can move to a monitoring company that has quality customer service and products.

  

  Business Response

  Date: 11/15/2023

  We were able to get ahold of the customer and provided a satisfactory solution to their concerns. We have replaced the defective equipment and will make sure the customer is set up with their new upgraded system.

  Customer Answer

  Date: 11/19/2023

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:11/05/2023

  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.

  Ive been a Cove customer for several years and have purchased several security systems and separate devices from Cove over time. I know what new products look like and how they are properly packaged by this company. Id been a satisfied customer until now. I just purchased a water sensor to add to my current system. But when I received the product it was unwrapped, had some indications of wear on it and was very clearly not a new product as Id purchased it but a device that was either refurbished or used. The device was sent without a box or covering or anything indicating it was newsomeone just carelessly threw it bear into a small shipping envelop, not even a customer receipt or invoice was in the shipping envelope either, just the bear device with no covering, box or wrapping AT ALL. I didnt get what I purchased and paid for. Responsible Cove staff are needed to contact me to resolve this matter fast and to restore my faith in their brand.

  

  Business Response

  Date: 11/10/2023

  We had a manager reach out but we couldn't find the customer. We will continue our efforts to address customer's concerns and find a satisfactory solution. 

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20827722
  
  I am rejecting this response because: the matter is ongoingI shared the day/time the business could reach me by phone per their request. If we cant resolve the matter by phone weve alternatively agreed to do so in writing. Hopefully all will be resolved shortly. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/17/2023

  All of our sensors are brand new, even though they may not come in individual boxes when shipped. As a paperless company, when customers place an order, we send a confirmation email, but the package won't include an invoice. We successfully shipped the new flood sensor and provided the invoice with it. Additionally, we credited the customer's account to compensate them.

  Customer Answer

  Date: 11/27/2023

   
  Better Business Bureau:
  
  COVE accepted that there were issues with the shipment of the original device which did not arrive to me as new. But we reached an agreeable solution and have resolved my complaint. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/24/2023

  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.

  Purchased equipment upfront from Cove in Oct 2022, spent over $400 for everything to include 3 outdoor cameras and doorbell camera. I chose the Cove Plus monitoring plan for $27.99 monthly which was $10 more monthly than basic plan. I specifically chose Cove b/c their plan included Lifetime equipment warranty; Camera integration; 7 days of free cloud storage; Smartphone control. The app was always not the best and not very user friendly but we made it work and I was able to access all equipment I installed. Recently their app no longer works with my cameras. I contacted customer support and we went over all their troubleshooting steps to which I was finally told they were aware of issues with their app not working properly and that no fix was available at this time. Meantime it's been 3 years since their app was last updated, looking at their website the equipment they sold me 1 yr ago is no longer available and they are now selling Eufy brand equipment. I asked for a refund of equipment that no longer works with their app based on equipment warranty that is a part of my plan. I was told since the problem was not the equipment but instead their app they could not issue a refund. I now have equipment I purchased from cove that is not compatible with 3rd party vendors and does not work with their system. After going back and forth with customer service, I decided to cancel my service. I cannot trust a company that runs their business this way and cannot continue to waste more money on a service that does not provide the level of service that I am paying for monthly.

  

  Business Response

  Date: 10/27/2023

  One of our managers has contacted them to take care of customer's concerns. We were able to fix the outage we had with our cameras that affected some customers. We offered to upgrade their system, and they will think about it. We will continue following up with them. 

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20776932
  
  I am rejecting this response because: I have been in contact with business. I was able to re-install cameras to app but without full functionality, I am still not getting any notices of movement from any of the cameras as they did prior to this issue. I will address that further with business. I did receive an offer to upgrade to their new app and control panel "free of charge" that I was told by supervisor is "supposed to work with equipment I already have". They could not assure me that this upgrade would work with my equipment but was advised I could purchase new equipment from their new brand of cameras for a "discounted price". I advised them that purchasing additional equipment from them is out of the question as that is the issue, I am currently having with them. I cannot purchase new equipment they sell on their website when it no longer works with changes/ upgrades made to their app. Matter is unresolved and spending more money on equipment is not a solution.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/03/2023

  We are committed to assisting the customer and ensuring they receive a functioning system. Our conversation is still ongoing.

  Customer Answer

  Date: 11/10/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/24/2023

  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 have been a customer since October 2021. I’ve had issues over the last 2 years, like them not honoring the lifetime equipment warranty for Cove Plus members. I’ve had Cove Plus the entire time. My cameras stopped working with the app. I was told that it was my internet, that all 6 cameras broke at the same time and I was told that no other customer is having this issue. Even though I have been looking and finding a lot of recent complaints with other customers having the same issue.
  
  The problem now is that Cove has implemented an entirely new system with all new everything. The old system and app are not being maintained. They also do not honor their lifetime equipment warranty for Cove Plus members, which I have always been. I’ve always had to pay out of pocket.
  
  I cannot get any original piece of equipment replaced. The old equipment doesn’t work with the new system and the new equipment doesn’t work with the old system. My only option is to pay out of pocket for an entire new system. That would be 3 indoor cameras $59.99 each, 3 outdoor cameras 129.99 each, 10+ sensors ranging from $15-30, and a new panel & hub for $100.
  
  I talked to customer service for the 3rd time in a week and was told that it’s my new iPhone update, even though my phone updated on October 5 and the problem didn’t start until last week. I was also told that they have no timeframe for a fix for the app. I’m going out of town this week and my options were to keep paying for a security system that isn’t working, purchase all new equipment that is currently on backorder or pay for a new system with a different company. I chose the new system. So now I’m out well over $700 because of a security system that is inconsistent and doesn’t work right now.
  
  Cove also boats to be the #1 security system with state-of-the-art equipment. That’s false. Negative reviews are removed.

  

  Business Response

  Date: 10/27/2023

  One of our managers has contacted them to take care of customer's concerns. We were able to fix the outage we had with our cameras that affected some customers. We offered to upgrade their system, but customer decided to cancel the account. We cancelled the account and issue a refund of previous 3 months. 

  Customer Answer

  Date: 10/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I had no access to my 6 cameras for over a week. I spoke to 3 customer reps and I was told that my cameras were broken and I would have to purchase more. Which meant I had to pay for an entirely new system. I was then told that there were no other complaints (when there were) and that there is no timeframe at all for when it’ll be fixed. I had to pay for a new system with a different company just to have security while we were out of town that week. After installing the new company’s system 2 days before leaving, I called Cove and asked to cancel my account. I was told it would take 30 days and I would be billed one more time. That is when I made this BBB complaint. Then a nice customer service rep contacted me and refunded me $90. Offered to upgrade my system, but I would still have to pay out of pocket for the 3 indoor and 3 outdoor cameras. I declined because that’s a lot of money to spend at a security company that isn’t reliable and because I already purchased the new company’s system. I complained about having to pay another month and she cancelled it immediately. Funny that the first person I asked to cancel said that they couldn’t do it immediately. All of that to say, while it was nice to get $90 back due to the system being unreliable, I feel that I should receive a larger refund because I can’t use my original system because if anything breaks, they don’t have replacements. I’m forced to spend more money on cameras. I’ve spent over $600 on this company and I only got $90 back. I’m not happy with that and it’s extremely unfair when they decided to make a whole new system and stop keeping up with the app for the old system. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 11/03/2023

  In our efforts to address a customer complaint, we had a manager reach out to them. The initial issue with the cameras was related to a camera outage that prevented some customers from viewing their cameras. Before the outage, the customer's cameras were functioning correctly. We were able to resolve the camera outage, and our customers confirmed that the issue was resolved.
  We offered a free system upgrade and a discount on the cameras (approximately 80% off the retail price). However, the customer declined our offer and requested to cancel their account. Our standard terms and conditions provide a 60-day trial period for returning equipment if customers are unsatisfied with our services. The customer purchased their equipment on 10/30/2021, which falls outside the 60-day refund period specified in section 13.a of our terms and conditions.
  Given the customer's decision to cancel services, we made an exception and provided a refund totaling $94.46.

  Customer Answer

  Date: 11/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is untrue. I reached out to this company because none of my cameras were working. This was for over a week and I was told there was no timeframe on a fix, AFTER I was told I’d need to upgrade my system and buy new cameras at my own cost by 2 other representatives. I told them it was completely unfair to do away entirely with the old system and then expect a customer to pay even more money just to upgrade and have a working system. This is when I chose to end my contract and go to another company. ONLY after leaving this complaint did a manager call me and offer to upgrade my panel for free and knock 20% off of each of the 6 cameras that I needed to buy. 3 outdoor and 3 indoor. That’s a lot of money! They absolutely did not offer me 80% off. That is a lie and just another reason why this company cannot be trusted. I was lied to by 3 different representatives. I wasted so much time troubleshooting to just be told that they can’t help me. I had a representative end the chat session because I caught him in multiple lies.  I’ve been hounded with calls because of my complaint. I’ve been emailed and asked to remove my complaint. Cove was never ready to have paying customers. Their equipment is junk and their website is full of lies. I know this isn’t going to be solved because this company thinks that $90 is enough for me to get over the fact that I lost $600-$700 AND would’ve had to pay more just to have a completely working system. Yes, the cameras may work now, but what happens when one of my cameras do die? I’ll have to purchase the whole new system at cost just to replace one camera. So I decided to cut my losses and go with a reputable company. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 11/08/2023

  Efforts to resolve the issue have been made. Please refer to the previous response.

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it’s still a lie. No help was offered until I submitted a complaint. The “help” was 20% off of 6 new cameras. Not 80%. It is clear that this company is not interested in being truthful. I have no hope that this shady company will actually reimburse or take back my equipment. My review is now only to warn other potential customers to stay away!! Don’t waste your money. Cove security is nowhere near ready for paying customers. Don’t let their website fool you. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:10/11/2023

  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.

  A couple of weeks ago I called Cove because I have had ongoing problems with connection to my back window and this time it reported that it was tampered with which of course is a scary thing, but its the second story so I know that wasnt the case. The rep talked me into upgrading my system for $100. She said it would fix the problem with it losing connection to the window AND said I can use my existing window sensors with it. It took nearly TWO weeks to get here. Once I got it, I called as instructed but the representative said they particular serial number on my hub was registered to someone else. Big fail for a security company. He was saying I would have to mail mine back and wait again forever for a new one. I asked him to check into sending the new one overnight first (by the way starting the set up for my new system messed up my old one) he said a supervisor would call me back in a couple hours. No call back yesterday. I called first thing this morning and spoke to supervisor ********, who said he was supposed to be the one to call me back but didnt get a chance to. He did get the issue figured out about the hub and my husband called and spoke to them to get everything set up. However, I shortly received an email for an order for new window sensors. I called and guess what? They said my old ones were not compatible with it. I did NOT need an upgraded system. And now I have no system since my old one wont work now and the new one wont work since its not compatible with the sensors. I cannot sleep tonight knowing the alarm system is protecting my home. I asked ******** if they can overnight the sensors, since now I have no working system and he said hed call me back in two hours. Again, guess what? No call back from supervisor ********. I was manipulated into this system and left vulnerable at their lack of customer service in fixing their mess ****

  

  Business Response

  Date: 10/19/2023

  We have been working to address our customer's complaint and fulfill the order as soon as possible. One of our managers have contacted them to take care of their concerns. 

  Customer Answer

  Date: 10/26/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/01/2023

  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.

  Bought equipment and service from them. The equipment ***** working and had to call multiple times before they tell me they want me to upgrade my panel that isn't working properly. That's why I called because the panel isn't operating like it's supposed to. They tell me if I upgrade I can expect my new panel very soon bit if I want my current one replaced it may take a long time. I called them from another number asked if I ordered a security system if they had any of the original panels like I have and they said yes it would be here in a week at most. It's going on a month or more and they keep saying we don't have the equipment right now. They want give me a refund and take there equipment back and they tried charging me even though the system isn't working properly.

  

  Business Response

  Date: 10/06/2023

  One of our supervisors has successfully reached out to the customer and addressed their concerns by offering to upgrade their equipment with our newest version. Customer accepted to upgrade system. Their order has been fulfilled on 10/6/2023. We are committed to continuing to work together and ensure our services meet their expectations.

• Initial Complaint

  Date:09/13/2023

  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 Bought Cove Security System in October 2019. A week after I bought the system it started acting up and not working properly.
  
  I have called Cove multiple times over the last 3 years about the service not working.
  
  To this day they have failed to get the equipment in working order, Every piece of the equipment did not work right at some point.
  
  Also have experienced rude monitoring agents who call when the alarm went off for no reason.
  
  on 09/12/23 at 12am the alarm again went off for no reason, I got a text alert from cove and responded with a cancel the alarm button. I provided my verbal password and a reason 2 times. Cove still called me but I was on the phone so did not answer the first time and answered the second time they called. Told them I cancelled the alarm through the cove app and did not know why they were still calling me, and let them know I was on an important call and since I gave the verbal password through the text on the app I would not repeat it on the phone. I also advised them to do not send police like they have done many times before or i would sue them. The monitoring agent then called 9-1-1 to dispatch the police and told them that I threatened to shoot anyone who came to my house, which was a complete lie.

  

  Business Response

  Date: 09/19/2023

  One of our managers has sent an email in order to coordinate a callback to address the customer's concerns comprehensively. We are committed to ensuring an effective resolution to the issues they've expressed.

  Customer Answer

  Date: 09/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have talked to them over 35 times over the years, each time the business has failed to correct the problem, 

  Business put me and my family in jeopardy of harm by sending the police to my house and lying to them saying i made threats to shoot the police when in fact what I said was if they continued sending the police after I requested cancellation of the continued false alarms I would sue cove.

   

  I have nothing more to discuss with the company just want my money back so I can cancel my services with cove and buy another system that works and that won't put customers lives in danger.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 09/29/2023

  We were able to reach out to the customer and offered to upgrade their system, assuring them that this would resolve the issues he has experienced with the equipment. However, the customer declined the upgrade and requested a full refund for the services. It's important to note that the customer has already received credits over the course of two years to cover their monitoring expenses.
  Furthermore, the customer is now beyond the 60-day trial period, having used our services for two years. Despite this, we have gone above and beyond our terms and conditions by approving a refund for the initial purchase, totaling $366.09, on the condition that the equipment is returned.
  Despite our willingness to cooperate and reach an amicable agreement, the customer has continued to reject our offer. We remain open to resolving the matter and maintaining our offer to refund $366.09.

  Customer Answer

  Date: 10/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The Business did not solve my issue, again I have had an issue with the service since day 31 of service. I have called multiple times about their faulty system and even had the system replaced and it is still faulty. Have dealt with rude customer service agents, and have waited 90 days or more for replacement equipment. They did offer $366 anCompany failed to addressd some change, however I paid approx $130 more then what they are offering me.  I also paid for 3 years of service that did not work 100%. They have misinformation in their records stating i was only a customer for 2 years but I have been a customer since  Late October or Early november of 2019. They also stated that i recieved several  months of free service. I Stopped paying for service when the system had a complete breakdown in  May of this year.  However paid for service for way more months then they are stating i recieved free. I also want compensated for the police being sent to my house after i requested they be cancelled and for the monitoring agent almost creating a Swat Situation by lying to the police during dispatch. The company failed to address that issue at all.

   

  I want a complete refund for the system and for the 30 months of service I paid for that did not work properly. The company breached the contract by failing to provide me service that worked completely, by calling people on my emergency contact list before i was called, by dispatching the police after the alarm was cancelled through their mobile app and by the dispatch center calling. by also lying to the police and creating a potential dangerous situation and failing to replace equipment with working equiipment
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 10/10/2023

  The customer's complaint pertains to a false alarm incident where our monitoring station initially contacted the customer and subsequently dispatched the authorities. In accordance with Section 30 of our terms and conditions, when a listed code is received, certain alarm verification steps are undertaken. These steps include attempting to contact the customer by instant text, following by a telephone call, intercepting and listening to verbal communications or other audio from the system, or undertaking any other reasonable steps to verify the need to report the listed alarm. If, after performing these steps, the monitoring station is unable to establish contact with the customer, the authorities are dispatched. Even after the authorities have been dispatched, the monitoring station continues to attempt contact with the customer one more time. If the customer cancels the alarm after this call, the monitoring station can't prevent the authorities from arriving at the premises. 
  For each alarm incident, including the one in question, our monitoring station diligently attempted to contact the customer via phone, but these attempts consistently went to voicemail and after the authorities were dispatched the customer responded or cancel the alarm. As mentioned in Section 30 of our terms and conditions, “Following any one or more of the Alarm Verification Steps, Monitoring Company personnel may, in their sole discretion, determine to report (or not report) a Listed Code to Emergency Responders or any of the Emergency Contacts or any Third-Party Responder.” 
  In order to provide a refund, we need to consider that the customer purchased the equipment on 10/19/2021. The customer’s initial payment was for $366.09. All of our customers have a 60-day trial to return their equipment if they are not satisfied with the services.  
  During the time the customer has been with us, they reached out on multiple occasions for technical support, and we consistently provided assistance and replaced equipment that did not function as expected after troubleshooting. As a result, the customer received service credits totaling $399.84. Over the entire duration of their relationship with us, the customer has only been charged for 10 months of monitoring services, amounting to a payment of $249.90.  
  Considering this information, the customer has only paid a total of $615.99 ($249.90 for monitoring and $366.09 for equipment). 
  In our sincere efforts to address the customer's concerns, we have engaged managers to provide assistance and offered equipment replacements. Despite these efforts, the customer has expressed dissatisfaction with our responses and proposed solutions. As an exception to our standard 60-day money-back guarantee, we are prepared to promptly refund the initial equipment payment of $366.09 as soon as the system is in transit to our warehouse.