Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/16/2023

  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. 

• Initial Complaint

  Date:02/14/2023

  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 the same issue that several of the other people who have posted complaints have-I received a panel that says it has no AC power several times a day and the panel is continuously shutting down. I have made 11 attempts to get the panel replaced or at a minimum a new battery pack (which I am sure is whats causing the issue) and after several months I still don't have a working panel. They did ship me a new power supply even after I told them I checked the power supply with a meter and confirmed its putting out the correct voltage-I reinstalled it as requested and guess what-same problem. I read the Cove response to the other complaints regarding this issue where they blame their supply chain and COVID for the delays and its misleading at best-I can order a new panel today and receive it within 5 business days so what Cove really meant to say is that they don't have panels for EXISTING customers-only for NEW customers. Whats crazy is I even offered to buy the replacement panel at my expense and was told that I couldn't do that because my account is tied to the panel I have???? Like other customers I expected to receive an operable system and what I received was a panel that keeps losing power and ~18 accessories with dead batteries that i had to replace within 2-3 days of installing the system. This problem is easy to resolve-ship me a replacement panel as if i am a new customer or let me buy a new panel at my expense and configure it to work with my system. Respectfully, refunding my monthly fee really means nothing to me, what I need is a functional system to keep the crooks out and me getting a monthly service refund really means nothing to them.

  

  Business Response

  Date: 02/17/2023

  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. We sent him an ATT panel we had available in our offices. This should arrive within the next 2 business days.

• Initial Complaint

  Date:02/12/2023

  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 bought a security system from Cove Smart Aug 2022. After 4 months of calling them constantly about a panel that did not work. We canceled and Cove Smart agreed if we returned the items they would refund us the price of the equipment. They sent us a label and we took down all the equipment and returned it. They sent us a email on 1/23/23 confirming the equipment had been returned and we would receive a refund with in 7 business days. Well after 12 business days I called them letting them know we have not received the refund. They then tell they issued a refund on Jan 23 to my card on file and that it can take 30 to process through my bank to call my bank. The agent then said she would send me receipt that it was deposited in my account. I still have not received a email about deposit confirmation or seen the money show up in my account.

  

  Business Response

  Date: 02/17/2023

  We had a supervisor reach out. The customer mentioned she will handle this concerned with her bank. We were able to report this issue to our credit card processor. The main reason why refunds were 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 and it should be reflected in customers account within 3 to 5 business days. 

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19392464
  
  I am rejecting this response because:
  
  Sincerely,
  
  Crystal Hill

  That is completely incorrect the bank only takes 3 to 5 days to process a refund. My bank filed a dispute to the charges on that card because the company did not do what they stated. When a customer service agent called me Friday from Cove they stated that their was a error in their billing department. They noticed when they audited accounts that many had not recieved payments they apologized and continued to feed me the same excuses as to why they refund had not been processed. I then told them I would let my bank continue with their dispute and investigation. 

  

  Business Response

  Date: 02/24/2023

  As mentioned before, we were able to report this issue to our credit card processor. The main reason why refunds were 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 reprocessed the refund on 02/15 and this has been already settled in their bank account.

  Customer Answer

  Date: 02/27/2023

   
  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 only because they money is back in account. I did not use a different card. So instead of making up information possibly tell the truth. Until my bank disputed the initial charge Cove did nothing. They gave me different reasons and blaming my bank for their mistake. 
  

  Sincerely,
  
  Crystal Hill

• Initial Complaint

  Date:02/11/2023

  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.

  PURCHASHED DECEMBER2 2023. IT WAS DELIVERED DECEMBER 7TH 2023. THE CONTROL ***** SAID TAMPERED AND TO CONTACT CUSTOMER SERVICE WHEN I TRIED TO INSTALL ,I TOLD THE **** THE BACK ***** WAS BROKEN OFF AND THE ***** DOOR SENSOR, THE ***** BREAK SENSOR . AND THE MOTION SENSOR DID NOT WORK . OFFERED TO SEND ME EVERYTHING EXCEPT A NEW CONTROL *****. I TOLD HER MY SIM CARD HAS CLEALY BEEN TAMPERED WITH BUT SHE IGNORED THIS. AFTER I RECEIVED THE 3 REPLACEMENTS. ON CHRISTMAS EVE WE GOT AVOICE OVER THE SYSTEM SAME THE SYSTEM WAS DOWN .I CALL CUSTOMER SERVICE AND GOT A RECORDING SAYING THE WERE CLOSED FOR HOLIDAYS I DIDNT GET HELP UNTIL JAN 3 2023 . THE MAN WAS RUDE AFTER I ASKED FOR A NEW CONTOL ***** HE SAID I COULD NOT GET ONE I ASKED FOR SUPERVISOR AND ***** SAID THE WAREHOUSE WAS BACKED UP AND IT MIGHT TAKE A WHILE TO GET REPLACEMENT ***** . EVERYTIME I LEAVE THE ***** CUTOFF OR GIVES ME AN ERROR MESSAGE .AND ON FEB 10 2023 I TESTED IT THEY NEVER CALLED MY PHONE WHEN ALARM WENT OFF ,BUT CUSTOMER SERVICE DID SPEAK TO ME ON THE *****. I LEFT SET ALARM AND WHEN I GOT HOME THE ***** WAS IN ERROR MODE I DIDN'T GET A PHONE CALL OR TEXT UNTIL 2 HOURS LATER. I JUST WANT ANOTHER CONTROL ***** ITS OBVIOUS SOMETHING IS TURNING MY ***** OFF WHEN I LEAVE.

  

  Business Response

  Date: 02/16/2023

  We had a supervisor reached out. We explained to the customer that due to supply chain issues, our warehouse has been having delays to fulfill orders. We shipped an ATT panel we had available in our offices. This should arrive within the next 2 to 5 business days. Because of the inconvenience we credited the customer's account.

• Initial Complaint

  Date:02/09/2023

  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.

  I installed your system months ago and EVERY SINGLE DAY it loses communication and often the screen just goes black! I finally spoke with someone at the beginning of January and they supposedly created an order for a new panel, but then said it is backordered. Weeks later, I called and messaged and they still have NO DATE FOR THE NEW PANEL and I have a non-working security system. Yet they still sell new systems online and send out panels to them! Complete garbage system and they need to make this right.

  

  Business Response

  Date: 02/14/2023

  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. We sent him an ATT panel we had available in our offices. This should arrive within the next 2 to 5 business days.

• Initial Complaint

  Date:02/09/2023

  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.

  I have been waiting for 3 or 4 months for a replacement panel for my security system. The panel is covered under a lifetime warranty. Customer service is supposed to update me on delivery. Never hear back and just get the runaround

  

  Business Response

  Date: 02/14/2023

  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. We offered an AT&T panel but the customer let us know that having a Verizon panel would be better for him due to cellular reception. We will ship a Verizon panel this week. We will compensate the customer for the time he has been waiting for the replacement. 

• Initial Complaint

  Date:02/07/2023

  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.

  About an alarm system bought approximately two months ago. Had multiple problems with the system in which some have been solved and others not. 1. Yesterday my system was off-line from the cellular service automatically and then after 15 minutes while talking to a representative it came back online. The representative told me that it has been fixed and we should not have a problem again.2. Today called for the same reason and I was told need to troubleshoot the panel which they have done twice before. The system has been off-line since 2:54 PM today and remains off-line at 6:40 PM today. No one is worried about break-ins during the time it is off-line via cellular signal. 3. Before I went out of the country, I was able to see approximately six of my cameras, and today I am only able to see one, but they have no answer to that and told me to reset all the cameras which is not a easy process. This was a earlier conversation before I left out of the country to resolve issues with my remaining three cameras but now the issue is with all the cameras except one. 4. I would rather say just take the system back and give me all my money back and I will go with another system so I dont bother you anymore and you dont bother me anymore.5. I spoke to someone today why my system was off-line and what they did to the system yesterday so the same problem would not occur in the future and the answer was it came online, so there was nothing to fix. So we were just waiting for it to break down again Instead of making sure that a security system works constantly. Instead, I was told nothing is perfect 5. The system constantly says AC power outage probably 10 to 15 times a day and then restores within seconds. At an earlier time I was told there must be something wrong with your power., it took them approximately five weeks to even send me a new unit 6. We understand we are talking to out of country for technical assistance, and most of them have no clue what we are asking them

  

  Business Response

  Date: 02/13/2023

  We were able to send a replacement panel. Customer was able to install it successfully. We had a manager reached out to make sure everything was working fine. Because of the inconvenience we credited the customer's account and extended the ****** trial.

• Initial Complaint

  Date:02/02/2023

  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.

  Received my Cove system consisting of panel, 3 motion sensors, water detector, ************* sensors and 2 smoke detectors.First they sent me 2 smoke/Co2 detectors which kept triggering the fire alarm. After numerous calls they stated that those detectors should not have been sent as they were problematic and they would send me 2 smoke/heat/ freeze detectors.After waiting 2 weeks for the replacement units I finally received them yesterday. After installing them to the system and mounting them, after about 10 minutes the fire alarm was triggered again, I cancelled it from the panel and tried reinstalling them, just kept alarming. I again called Cove and asked if Im the only one who is having this issue, the response was NO, we are aware of problems with the smoke detectors.How can a company entrusted to protect my family knowingly send out smoke detectors that are faulty?These are life and death pieces of equipment that people trust with their families lives. I cannot get a phone number for the corporate offices.Again today they said they were going to send 2 new detectors.At this point I went to ********** and purchased 2 detectors so I have some protection as I discarded the old ones I had with another security company.I cannot believe a company would continue to use these smoke detectors.

  

  Business Response

  Date: 02/08/2023

  We had a manager reach out. We called but the customer didn't answer. We sent an email to follow up with the customer. We will wait for their response.

• Initial Complaint

  Date:01/28/2023

  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.

  I ordered security equipment from COVE it took several months to receive. Upon receipt of the equipment, it did not work nor set up as easily as advertised. I requested a refund. I was informed that the equipment needed to be returned and a refund issued. My bank card was provided and informed that the refund would take 2-3 business days. I called again and the agent informed me it could take 30 days. Today, I was informed it could take 10 business days. I asked the agent, I talked, to talk to his back office to ensure that the refund was not issued to card I used to purchase the equipment. The agent did not check. He kept repeating the same thing. As of today, I have not received my refund. The representatives that I talk to state the refund was issued to my card and to contact the bank. Each time, I was informed to contact the bank, I did. Per the bank, the money is not there. The bank representatives informed me that they looked into the **** system and the funds are not there. I just want my money returned NOW. At this point even a mailed check would be better than this constant back and forth between cove and my bank. Please refund my money.

  

  Business Response

  Date: 02/01/2023

  We have a manager reach out to address customer's concerns. We sent an email to the customer to prove the refund was processed. We attached the refund invoice and the transaction summary, which includes the reference number, so the customer's bank can trace the transaction. We will continue following up with the customer.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18943486
  
  I am rejecting this response because:

  I responded to the merchant..my response is posted here:

  thanks for the information.
  I called the bank again and referenced the trackiing number provided.
  I was informed that AGAIN they see nothing for that amount form January 19, 2023 to today.
  The agent (*******) asked for a 15 digit trace number not a reference number. She was also unsure whether or not the 15 digit trace number would work since their system reflects nothing.
  She stated she also looked in their system again for that amount, as of today, the refund for that amount is NOT reflected anywhere in their systems.
  She also verified that the last four digits of the card used are correct. 
  Now what?
  Do you have a 15-digit trace number?
  Where is this money? Are your or someone able to reach out to **** or my issuing bank to resolve? I've done all I can do. And still getting the same results.
  Please assist.
  Thank You.
  ***************************
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/03/2023

  We have been working with our accounting department to get this resolved as soon as possible and they are still investigating the case. We want to make sure they receive their refund. We will keep communication with the customer until the case is resolved.

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18943486
  
  I am rejecting this response because: This has taken too long. All I'm asking for is a complete refund as promised. I'm still waiting for my refund.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/10/2023

  We issued a refund on 1/19/2023. We have been following up with the customer about this case. We are currently looking into the issue and we are going to get back to customer once we have more information from our accounting department. 

• Initial Complaint

  Date:01/18/2023

  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.

  We received our security system on 5/5/22 and did not have issues with it. Besides slow cameras until October 13, 2022. Our first panel one off-line on 10/13/22. We were out of town and had someone watching over the house we didnt notice it truly was off-line until 10/28/22. Following their help techniques over the phone, we were able to get the panel started again. And a new one was ordered.This panel did not work, despite doing all of their help techniques over the phone.I called and a new panel was shipped and arrived 11/03/22. This panel also did not work. Despite doing multiple phone calls multiple different types of help. Desk things over. The phone werent able to get this panel started.I asked to then cancel the service completely as obviously they didnt have the equipment to make it work, and they told me I would have to pay remainder fee in order to cancel my service. I told him I will not be paying for service until I have a working panel can actually arm my house for the safety and security of my family.On 11/17/22. I called again wondering where my panel is and its backordered at this point. No date insight as to when A panel should be delivered to my address for a working security system.They attempted to call me in the middle of my workday and go through help techniques to get the panel online. When I told him Im at work and I just want to cancel the system. They still told me I have to pay a fee even though I now currently have not had a working system For three months.

  

  Business Response

  Date: 01/25/2023

  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. The customer requested to cancel the account and receive a refund. We will issue a refund for what customer paid in their initial order. We sent a return label and once the equipment arrives we will issue the refund to the credit card on file.