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:03/15/2023

  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 installed and activated my Cove system 10/11/2022 and within a month started experiencing a "Panel communication failure" trouble code. I contacted Cove several times and each time I was instructed to perform a hard or soft reset, which I did and problem continued to come back, with panel having no communication to monitoring station. After multiple calls to Cove on 1/10/2023 they ordered a replacement panel. I was told panel was back ordered due to supply chain issues. On 3/14/2023 I have not received my replacement panel and called Cove to request a full refund of $247.00 for the defective product and was denied cause I am out of the 60 day money back guarantee even though my first contact with this issue was well within the 60 day period. I then requested they send me a AT@T replacement panel and was denied as well. Since November of 2022, my alarm is completely unusable. The panels are available currently to new customers, but not existing customers, yet another greedy company. I ask that Cove either send me a replacement panel immediately or refund me for the complete system

  

  Business Response

  Date: 03/21/2023

  We had a manager reached out. We explained to the customer that due to supply chain issues, our warehouse has been having delays to fulfill orders. Per customer's request, we sent him an ATT panel we had available in our offices. Because of the inconvenience we credited the customer's account.

  Customer Answer

  Date: 03/25/2023

   
  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:03/14/2023

  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.

  We have had cove security for several years in several homes. When we moved into our new home we purchased an all new system. From the beginning our panel had issues. It would randomly say it lost connection, a door opened (that never opened), lost connection to smoke detectors, etc. We used the support chat online several times and did several resets. The problem got worse to the alarm silently calling the police at random. We even got a bill from the city for false alarm charges. We called cove and was told To reset it again. While on the phone with them it went off again! And we had an officer show up to our house and a bill to follow. At this point we requested a replacement panel which they did not want to provide they kept saying to reset it againI refused and eventually was told the panels are in back order with no ETA. I find this disturbing because I can go online and become a new customer and receive a panel immediately! But those of us paying for service have no panel or eta on when we will get one. Without a panel the security system is completely useless. So at this point they are collecting payment from people for no service all while recruiting new clients and providing them panels.

  

  Business Response

  Date: 03/17/2023

  We had a manager reach out. We were able to address the customer's concerns. We shipped a new panel and credited the account. We will continue following up with the customer.

  Customer Answer

  Date: 03/20/2023

   
  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. I wish that they would have taken care of this without having to go to such great lengths to get any response. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/11/2023

  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 unsuspecting discovered through EXPERIAN that I was being charged for COVE home services on a recurrent monthly basis for services I did not order, nor did I receive equipment indicated, all without a contract, without my permission or knowledge. All for items and services that I did not want nor would I ever want for stuff I wouldnt ever use!. Apparently I have somehow been billed, payments collected through autopay every month since April 2022. This was done through ****** Pay, another dark corner of ****** which I had not set up, had not given it my credit card/debit card information nor would I ever use. I dont even use Apple Pay-dont trust that the services is making purchases and paying for services without my being aware. **** was contacted and played 20 questions with me. Requiring cancellation forms, more personal banking information and putting the burden of proof upon me. They wouldnt or couldnt even give me an account number. ******* informed no refunds (?) and stated getting refunds via ****** was impossible as answering system was a phone loop. Everything was so shady and flakey I began the maze of trying to get cancellation and auto payments stopped. I do not sign up for free services, trial offers or unnecessary services. I feel this is a somewhat sophisticated scam where money can be stolen from me without even my bank being fully aware, along with recurrent monthly payments set up via ****** using my payment records without my authorization And after reading online, it appears that COVE, ****** Pay and related services are not a shining example of anything but a rip-off. Now that these areas have been triggered in my iPhone, there appears to be no way to remove my payment information PERIOD. Nothing can be deleted. They simply reappear and are present the next time I check. Whether 10 minutes of 2 seconds.

  

  Business Response

  Date: 03/16/2023

  We had a manager reach out. We weren't able to find an account in our system. The customer will send us the card information so we can investigate further.

• Initial Complaint

  Date:03/10/2023

  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.

  This company is a nightmare to deal with once they have sold you their garbage equipment.. For months now I have had a bad panel that failed after 5 months and blares without being able to stop it. We finaly had to pull out the backup battery just to be able to pull the plug when the system won't stop screaming. Panel keeps loosing its settings weekly, not allowing us to enter the bypass code and all 3 smoke /carbon detectors keep going off at random times and horrifying everyone in the middle of the night, morning or anytime they feel like it. I have been calling for months and getting the same lame excuses and finaly 5 weeks ago they said they are sending new equipment. More lies. What they sent is return labels for the old equipment without sending a single item (3 smoke detector replacements and a panel). Then when I called again today, they said they need more time and to give them at least 2-4 more weeks.. Can you imagine? I pay these people to keep us safe and they know their equipment is failing and still charging for a false sense of protection. What happens if someone dies in a fire? They know their equipment is failing and still acting like nothing is wrong.

  

  Business Response

  Date: 03/16/2023

  We had a manager reach out to the customer. We were able to talk for some minutes but the customer was busy. We called a second timer but we could not get ahold of them. We left a voicemail and let them know we have requested our warehouse to send the replacement equipment. We will send the tracking information once we have it and compensate the costumer for the time they were waiting. Tell us why here...

  Customer Answer

  Date: 03/18/2023

   
  Complaint: 19578285
  
  I am rejecting this response because: The lady that called me did not leave a return phone number. Yes I was busy that night but I have called over the past 4 months dozens of times. I have been told that the warehouse has created a label since January and even know being told that someone has created a label but nothing has been shipped. The Irony in this is that Cove is showing every AIRBNB guest what a horrible system they have. Every guest had been complaining about the system waking them up with false alarms and a panel that keeps erasing their code so they sit there with an alarm blaring as they try to figure out how to stop it and confused about why it went off in the first place. 
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 03/24/2023

  We were able to ship a new panel today, March 24th. We sent an email to the customer to let her know about this. Also, we shipped the CO sensors, and these were delivered yesterday. The only items that are pending to fulfill are the Smoke sensors which are in back order and will be shipped as soon as they are available. We credited the customer for 3 months of monitoring. 

• Initial Complaint

  Date:03/09/2023

  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.

  Multiple issues with alarm system, faulty equipment company refuses to replace or fix. Issues with calls not being put in. Service people just argue with you and will not resolve the issues. Panel keeps going down. Smoke alarm keeps tripping finally had to remove batteries because cove wont fix it. 2 cameras not working one wont even charge. Been complaining since November. Was told that calls were not being entered due to malfunction so giving 2 mo credit didnt happen. Asked for supervisor or escalations wont get that for you or told they will call and they dont. Set up appointments to call and they dont call back. I work till 5 this company has caused me to be late due to faulty false alarms.

  

  Business Response

  Date: 03/16/2023

  We had a manager reach out to the customer. We called multiple times but we could not get ahold of them. We sent an email so we can address their concerns. We will be waiting for their response. 

  Customer Answer

  Date: 03/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  they are being dishonest.  NO ONE HAS CALLED ME  othere than trying to collect fee. They have escalated it 5 times, scheduled for supervisors to call.  5 times I have sat by my phone waiting for someone to call who never calls.  AND THERE HAS not been any offers to resolve it as they said in this.  I received an email from Maria H******* stating they cant reach me asked me to respond with a good time for them to reach me which I did.  Se did not respond nor has anyone called at said time.   I would accept that offer if some one actually called me and gave me such offer.  Instead I get daily calls wanting payment.  You cant call back and reach a supervisor these people supposedly reaching out you cant call them back.  Its utterly  ridiculous.  Worst company ever
  
  
  
  Sincerely,
  
  ***** ******
  

  

  Business Response

  Date: 03/31/2023

  We called again today, but no answer. We sent a follow up email letting the customer know the actions taken in their account:

   

  1. We have credited their account and they no longer have a due balance. Our billing department won't call them anymore (unless they have a pass due balance). 
  
  
  2. We created an order to replace the 2 defective smoke sensors and the 2 outdoor cameras.
  
  
  3. Also we credited their account with a month of monitoring. 
  
  

• Initial Complaint

  Date:03/08/2023

  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 Cove hardware and signed up for a monitoring service about a year ago. After six months (warranty period), the system now throws a communication link failure on a daily basis, which basically means that my home is not monitored. The only way to reset it to power down the system and cycle through it, for which I need to be home. Essentially if I am out of the house and it drops the link, my home is not being monitored and I need to come home to reset it. The only solution the company suggested so far is to reset it, every time I called. Lately they promised they would upgrade the firmware which would fix the issue. Unfortunately that didnt help. Then they said they would replace the head unit and promise that would solve the issue. 3 months into it they still cant give me a date when it would be shipped. Meanwhile, they continue to claim they have resolved the issue every time I call them.This company has been nothing but a source of pain. I would like all future customers to know that they have been selling faulty hardware and dont deliver what they are promising as selling monitoring service. I am suggesting a) the company rectifies the issue by immediately providing me a replacement unit that works b) if fixing the problem is beyond their capabilities, they provide me a full refund for the hardware unit that is essentially junk.

  

  Business Response

  Date: 03/10/2023

  We had a manager reach out. We explained to the customer that due to supply chain issues, our warehouse has been having delays to fulfill orders. We let the customer know that we have requested a ******* panel to be shipped as soon as possible. Because of the inconvenience we credited the customer's account. We will keep following up with the customer. 

• Initial Complaint

  Date:02/26/2023

  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.

  My county requires my alarm system company to file for and issue a permit and could either not respond to my home if there is an emergency or would fine me. I have requested numerous times over a two month period for Cove to submit for a county permit and they have not done so or have failed to communicate that they have. I am requesting that they complete this required-by-law requirement by working with my county and issuing an alarm permit.

  

  Business Response

  Date: 03/03/2023

   We have been working together with our ******************** so they can issue the Alarm Permit as soon as possible. They let us know that they have summited the application and they are waiting for Dekalb County to issue it. We credited the customers account and sent an email to continue following up with them.

  Customer Answer

  Date: 03/06/2023

   
  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:02/23/2023

  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.

  Cover was initially good but now there's a "Panel Communication Error" 4x 5x a day. What is the point of having a security system that goes offline 5x a day and it cannot establish a connection with their **** service provider. They lost their deal with **** and now all their customers are suffering b/c for 20/24 hours in the day the system is offline. Why must I constantly reset the system's communication to re-establish connection? This is a failure in the service you should be providing to your paying customers. I'm paying a monthly fee and if the system is offline then it won't alert the Monitoring Station of a break in. It will just produce an audio alert and someone can just rip the panel off the wall and there goes your protection. This is a failure of this business to provide security when their panel's cannot keep the communication in sync with their service provider in this case ****.

  

  Business Response

  Date: 03/01/2023

  We had a manager reach out. We explained to the customer that due to supply chain issues, our warehouse has been having delays to fulfill orders. We let the customer know that we have requested a ******* panel to be shipped as soon as possible. Because of the inconvenience we credited the customer's account. We will keep our communication with the customer.

  Customer Answer

  Date: 03/02/2023

  Complaint: 19456186
  
  This is not an Accept or Reject but a work in progress. I spoke to the ************* who was very professional and accommodating but the main issue still remains and an issue. I am waiting on a new Security panel that will make use of ********* towers instead of AT&T and will have to see if the panel maintains a communication sync. 

  My AT&T panel still disconnects on a daily basis and I have to reset it 2 - 3 times a day. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/03/2023

  We have shipped the panel and it should arrive to the customers shipping address next Monday. We sent an email to the customer so we can keep following up with his case. We appreciate the customer's support. 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19456186
  
  I am rejecting this response because:

  I just received the new panel and need to hook it up. I need to then run it for a few days to see if it get the "Communications Failure" error like I was getting on a daily basis with the AT&T panel. If it works the I can say I accept the response as a fix. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/10/2023

  Customer received his panel and it has been installed. We sent a follow up email to make sure everything was working fine.

• Initial Complaint

  Date:02/23/2023

  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 purchase a cove alarm system last summer july of 2022 Nothing but problems from day one I agree was a new system and can have issues my biggest problem is for over 6 weeks now my alarm panel went bad and still waith for cove to replace this alarm i have invested in this product and very disappointed just getting the run around from customers service the cannot tell me when i will get my cove alarm panel replace i have call multiple times same answer we will get back to you but no one does u cannot even speak with a supervisor because non available I'm so frustrated i have no alarm system active on my home. Need help. ***************************

  

  Business Response

  Date: 03/01/2023

  We had a manager reach out. We took care of the customer's concerns. We explained to the customer that due to supply chain issues, our warehouse has been having delays to fulfill orders. We sent him an AT&T panel we had available in our offices. Because of the inconvenience we credited the customer's account. We will maintain communication with the customer. 
  
  

• Initial Complaint

  Date:02/16/2023

  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.

  Had a Cove security system that was working fine and about 6 months into service the system stopped communicating with Cove. After 2 months of trouble shooting and receiving replacement panels Cove agreed to refund me $472.92 if I would just return the equipment and cancel service, which I did. After confirming Cove received the returned equipment I started looking for my refund which they stated would be put back on my credit card on file that they used to bill me for the monthly monitoring. After a week I called Cove customer service and they stated they had received the equipment and would issue the refund which would take 3-5 business days. It has now been over a month since that call and I have had 7 additional phone calls plus several emails regarding the fact I still have not received my refund. All I keep being told is they processed the refund but I had my bank investigate into the issue and there are no refunds or pending refunds on my account. You can only talk to someone from *************** when you call customer service and even though I made a request for a US based customer service rep to contact me that has not happened. This is a fraudulent company that I would never recommend to anyone. My next step is to contact an attorney and file a lawsuit to receive my refund.

  

  Business Response

  Date: 02/21/2023

  We had a manager reach out. We were able to report this issue to our credit card processor. The main reason why refunds are not showing is they are being rejected by the card issuer because the initial purchase was with a different card or the refunded amount doesn't match the sales amount found for the card. We have reprocessed the refund last week, on Wednesday, February 15th, and it should be reflected in their bank account in up to 10 business days.