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:04/07/2024

  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.

  Originally signed up with cove on May 16, 2023
  I have paid $197.89 for cove monitoring for the past year
  + i paid an additional $185.15 up front for their faulty equipment
  
  
  I have had constant failures over the past year with their hardware:
  
  1. Constant communication failures on the physical hardware/panel, which renders the system useless because cove cannot monitor an individual when their call centers cannot connect with the system. If my home was broken into, flooded, or other, they would/could not make me aware of this because it wouldnt show up at the monitoring center. They promise 24/7 monitoring (which i pay for monthly) that cannot be provided by this VERY CRUCIAL fault in hardware. A security system either works or it doesnt; There is no in-between, and i will not allow cove to make more excuses.
  
  2. The panel, which comes with a charging cable and a backup battery, continues to lose power. Again, faulty hardware. I have had to unplug the cable and the battery a few times a month for the past year.
  
  3. Random alarms going off (approximately 10 times in a year);
  -Ive had this happen when i was away from home, when nothing was triggered.
  -Additionally, this has happened when i am at home, again, when nothing was triggered.
  
  
  I have called cove several times in the past year concerning all of these issues;
  Cove has replaced my panel once, and after a month of having the new panel, it is having the exact same issues as the panel before.
  Employees continue to want to "troubleshoot" which is basically a hard reset. Past that, they have no idea how to help. They have tried to upsell/upgrade me a few times, which gave me a good chuckle.
  
  Cove sells the idea of safety, and makes you pay for products and services that are defective/incapable of providing actual safety.

  

  Business Response

  Date: 04/12/2024

  We have investigated the issue and reached out to the customer to address their concerns about their system, but they didn't answer. We will try to reach out again next week and offer a free upgrade to resolve issues with the system. We are dedicated to resolving our customers' concerns.

  Customer Answer

  Date: 04/17/2024

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

  I do not want any upgrade of any services or hardware. Your hardware is full of programming issues that render any services you "attempt" to provide with it useless. Why on earth would i want an "upgrade"?

  I am seeking compensation for the fact that you provided me with faulty equipment that prevented you from providing security for the 12 months that i was with your service.

  
  
  
  -******* *****

  

  Business Response

  Date: 04/19/2024

  We have reached out to the customer on a few occasions by phone but have been unable to reach them at a time convenient for them to come to a resolution. We have sent an email outlining our resolution offer, an upgraded system free of charge or cancellation and a refund of 3 months of service. We are awaiting a response. 

• Initial Complaint

  Date:04/04/2024

  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.

  over the last year i hv had to contact cove numerous times regarding false alarms/ they finally sent me a replacmnt panel and im still getting false alarms /example 4/4 /24 my alarm was on away mode / at approx 4am i came home disabled alarm and got ready to go to sleep and cops knock on glass break alarm alarm triggered / this is about the 4th time over past year that this alarm triggers a false alarm and police are called which THEN the police send me notices to pay regarding false alarms / i am very upset that this has happened yet again / something is wrong with you panels as this shouldnt be happenning intermittently /i shouldnt have to pay the sheriff dept s fees for false alarms

  

  Business Response

  Date: 04/12/2024

  We were able to speak with the customer, who explained what happened with the false alarm. We will investigate further and follow up with the customer. We have credited the account to compensate for the issue.

  Customer Answer

  Date: 04/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I am I'm still waiting to hear back from jesslyn regarding the sheriff fees for false alarms. 

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

  

  Business Response

  Date: 04/19/2024

  After investigating the case, the fees received were not because of a false alarm but for not having an active alarm permit. Although we cannot cover these fees, we have paid for the customers alarm permit, which is now active on their account. They will receive the documentation for this. The permit must be renewed annually by the customer. As previously mentioned, to help alleviate the cost, we have credited their account to cover monthly fees. 
  
  

• Initial Complaint

  Date:04/02/2024

  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.

  Cove has been an utter waste of my time. First they charged my card for 2 complete systems and played it off like I ordered 2. Ummmmm no, why would I order 2?!?! Yet, there was no apologies, no kick back for the inconvenience. That should've given me the red flag I needed then and canceled everything. We ordered the system back in November thinking, "oh 70% off, let's jump on this deal." DO NOT JUMP ON THIS DEAL, EVER! It's not a deal, and they are constantly running this "promotion." ****** learned. It's now April and the cameras DON'T work! They've sent a new one and it doesn't connect, either. The hub connects, not the cameras. Not.A.Single.One. I waited all day on and off 6 hours on the phone with one of their representatives to no avail. The cameras have never connected, not one single time. I've been more than patient and tried to be understanding. I've repeated myself one too many times over the course of MONTHS to people over and over and over. **** keeps blaming my wifi. IT'S NOT THE ***** It's your system! I want a refund, we've been paying $38 a month, every single month without even having service! This is absurd and I regret ever muttering cove to my brain and then giving my card info.

  

  Business Response

  Date: 04/09/2024

  We have investigated the issue and reached out to the customer to address their concerns about their cameras not connecting. An email has been sent to schedule a callback, and we are awaiting the customer's response. We are dedicated to resolving our customers' concerns.

• Initial Complaint

  Date:03/26/2024

  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 purchased COVE because they utilize RapidSOS. As someone who works in 911, I am extremly farmilar on how it works. When I purchased I confirmed by customer support that they use RapidSOS. I called and I want to add special information like a door code that way if anything happens, first responders are able to gain entry without breaking down the door. I see door codes everyday being provided by RapidSOS and the monitoring company. I was told by Cove by multiple agents that they are unable to add door codes or other medical information into RapidSOS. I know door codes can be shared with the monitoring company and then relayed to the 911 center as I do it every day. I called the monitoring company they use, COPS and they confirmed what I already knew. They see door codes hundreds of times every day and they are unsure why Cove is unable to add it. I called Cove back and a rep told me that she would "put a note in that COPS can see and verbally tell 911 a door code", defeating the purpose of RapidSOS. I called COPS back who confirmed there is no door code entered and they see only my address and phone number. RapidSOS prevents mistakes from being made by telling information verbally and allowing first responders to get important information about the residence. If this is unable to be resolved, I will have to send equipment back and go with another company that will add a door code. I love everything else about Cove, but this is a very big deal breaker for me.

• Initial Complaint

  Date:03/07/2024

  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.

  Alarm system has been malfunctioning. **** was supposed to send a replacement sensor but cancelled the order after I got off the phone with them. Called again for another issue, still not resolved. Contacted support via chat because we are still having issues with the alarm system malfunctioning. Went through troubleshooting steps and still having issues. **************** is seriously lacking. Refused to replace system even though we are within their one year guarantee.

  

  Business Response

  Date: 03/08/2024

  We had a manager reach out, but the call was routed to voicemail. We sent an email to coordinate a callback so we can address all customers' concerns and ensure a prompt resolution. We will wait for their response to the email.

• Initial Complaint

  Date:02/27/2024

  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.

  On 2-26-24 I purchased a Security system with Cameras from Cove Security.
  I made the purchase online after speaking with a Sales Rep. After placing the order I was informed some of the information I was given leading to my decision to purchase was incorrect. I was told the new Eufy Security Cameras would integrate with the Cove Connect Application; however I was told by 3 additional reps this information was not correct and the Camera Integration is not in place and there is not a date when this will be ready. I called Cove on 2-26-24 approximately 30 minutes after placing the order to cancel the order and my account. I was placed on hold for a period of time and when the rep came back she was more concerned with offering me things to not cancel than she was about doing what I wanted to do, Cancel. I was placed on another hold and when she came back was advised she was unable to cancel and I would need to call back on 2-27-24 to Cancel. I called back on 2-27-24 and spoke to another rep and informed him I wanted to cancel and stop the equipment from shipping. He told me not to worry that I would receive an e-mail confirming the account had been cancelled and the equipment would not ship. No E-mail was ever received. On 2-27-24 at 9:01 PM I received a text and an e-mail stating the equipment had shipped. Upon receiving this I called Cove and requested to speak to a supervisor, his name was Mike. I explained to him from the beginning how I had tried to cancel almost immediately after placing the order and asked him to review the notes in their system per the 2 previous reps, provided they had put notes in the system as stated. He saw the notes and apologized and advised he would take care of this issue. While speaking with him I advised I wanted an e-mail from him outlining the things we had spoken about. Account to be cancelled, a full refund and equipment to be returned. He said he would do this and needed to call me back in 5 mins. N0 Call back came.

  

  Business Response

  Date: 03/04/2024

  We had a manager reach out to the customer and agreed to issue a refund once the equipment was back in transit. After the customer shipped back the equipment, the manager called and also explained why the account was not canceled immediately and confirmed that the refund was issued as promised. 

  Customer Answer

  Date: 03/05/2024

  
  
  Complaint: ********

  I am rejecting this response because:

  
  
  The business did not answer my question regarding the Eufy Camera Integration. Their sales team advised this was complete when it was not. I made a purchase due to misleading information. 

  
  
  

   

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

  

  Business Response

  Date: 03/08/2024

  We sent an email to the customer to provide additional follow up regarding his question about the camera integration to our app. We let know the customer that Eufy cameras are not yet integrated into our Cove Connect app or able to be seen through the panel. These features are currently being built by our dedicated product team and will be available during the current year. The cameras that will be able to integrate into our system are the models we sell (or sold) on our website. We have coached our sales department to provide this information to our customers. We are willing to respond and address additional concerns the customer might have.  

  Customer Answer

  Date: 03/11/2024

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

  As I told the business after the business implied I was called by the business that all contact was initiated by me. No one at the business ever called me. In fact I was promised call backs but none ever came. I did recently receive an email. 

  Additionally, there is still incorrect and misleading information on the business website regarding the Eufy cameras.

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

  

  Business Response

  Date: 03/15/2024

  Customer has been refunded and managers have been handling the case either via transfer calls or emails. On our website ******************************************* we have a section where we respond to how do cove's cameras work. There we specify that to set up the cameras, customers will need to download the Eufy and/or SkyBell mobile apps from the App Store or Google Play Store. Once their app is downloaded, they'll add their cameras by using their respective apps. We have attached image for reference. 

• 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.