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:02/01/2024

  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.

• 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,
  
  *************************